Cherry Fiesta Casino - Player’s account closure request has been ignored.

Hello,

I've encountered a problem and I need assistance. It's with the casino cherryfiesta.com. I've been trying for several weeks now to have my account closed, but they refuse to do so despite my numerous requests. I have sent dozens of emails, yet the casino remains unresponsive. I've requested in the chat multiple times that they close my gaming account and delete my contact information. The chat agents always promise that the account will be closed, but they never follow through. While I don’t mind if the account remains open, the issue is that the casino sends me marketing messages every day, and I find it intrusive. My initial requests for account closure and to stop sending messages were completely reasonable, but still, they haven't stopped. Now, I consider this to be harassment and quite disturbing. My latest demands for account closure and to stop the message bombardment have been more stringent—enough with the harassment.

The response in the casino's chat from agent "Amelia" was "we won't stop" despite previous promises to do so. They even suggested "contact the police". In the chat, I suggested to her that simply stopping the daily marketing messages would be easier.

Has Casinoguru encountered such a problem before, and how should I proceed? Thank you for your response.

Dear Koppari,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve been facing with Cherry Fiesta Casino. In order to better understand the situation and assist you effectively, we would appreciate it if you could provide more details regarding the following:

• Could you please confirm the date when you first requested the closure of your account and how long you’ve been trying to have it closed?
• Have you received any written communication from the casino regarding their refusal or delay in closing your account?
• You mentioned receiving daily marketing messages—could you clarify whether these messages are being sent via email, SMS, or any other platform?
• Has the casino given any reason, apart from the response from agent "Amelia," as to why they are refusing to close your account or stop the messages?

If you have any screenshots of chat conversations or email exchanges, please feel free to forward them to petronela.k@casino.guru. These communications will help us gain a clearer understanding of the situation and support your case.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Cherry Fiesta Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to info@cherryfiestainfo.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Hello

I have also emailed you the messages that I have sent from cherryfiesta.com. Casino does not respond and the messages return "sending blocked". Marketing messages continue to arrive daily.

Hello, now it seems that cherryfiesta has "recruited" all the casinos of the same category for this harassment, when at the same time there are messages from several casinos on the guru's "red" list even though there is no account. Spam is sent by Cherryfiesta,chilli777,magicwin,theredtoucan,neonix . Emails sent to these will be bounced. Chat customer services inferior. Apparently everyone has a fake license. I admit that it has been a big mistake when I have sometimes Logged in to these and I have ignored the guru's evaluations.

Dear Koppari,

Thank you for your continued updates and the information provided.

Unfortunately, despite our efforts, we are unable to assist you further with your complaint regarding Cherry Fiesta Casino. The casino has ignored multiple complaints submitted through our platform—currently, there are 15 cases where they have completely refused to engage. This lack of cooperation has affected their safety rating on our site, and we will mark your case as unresolved as well, which will further impact their standing.

Moreover, Cherry Fiesta operates without a valid license, meaning there is no regulatory authority we can recommend you contact for further help. Given the casino's current stance and lack of accountability, we strongly advise avoiding any further interaction with them or any associated brands.

We understand how frustrating this situation is, and we sincerely apologize that we are unable to provide a better outcome. Should you require further guidance, please feel free to reach out.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here and about BetBlocker here.

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Best regards,

Petronela

Casino.Guru