Cherry Fiesta Casino - Player’s struggling to withdraw his winnings.

The money did not come into the account, but is returned to the game account.

Dear Henri,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Do I understand correctly that you have played and lost your winnings?

Looking forward to hearing from you.

Best regards,

Petronela

The account has been verified and I have sent pictures of my driver's license, address information and billing address.

The reasons why I am not allowed to withdraw money have not been told. I haven’t lost them but those money are in the game account.

Regards Henri P ******

Is it possible that the withdrawal has been processed already and funds have been transferred but didn't reach you yet? Which payment method you have opted for?

Bank transfer is the payment method I used.

Thank you very much, Henri, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Henri!

I will be taking care of your complaint from now on. I would like to invite representatives of Cherry Fiesta Casino into this complaint in order to help us with the withdrawal issue.

Yes, it happens that a Casino representative is involved.

We would like to ask Cherry Fiesta Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.