The player from Germany had his winnings from Deposit bonus capped due to a rule about lifetime deposit. Casino didn't respond.
Cherry Fiesta Casino - Player’s winnings have been reduced.
Black points: 121
Amount: €1,500
Cherry Fiesta Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
After a first deposit of 25eur via instant banking, I used welcome bonuses of 400% and adhered to all limits and met all bonus conditions. 1500 Eur applied for payout and verification successfully fulfilled and passed. Money was credited back by the admin on the website ! however only 250eur State 1500.
They collected the rest ... with the reason ... as long as I did not deposit 200 Eur at this casino, the maximum win is only 10x the deposited stake = 10x25eur = 250eur .... After reading the terms and conditions ... I found nothing, absolutely nothing about the fact that you first have to deposit 200 in order to be able to achieve higher profits ... that also contradicts the logic of the 400% bonus with a minimum deposit of 20eur and all the bonus sales conditions that I have met ... when I asked the support where I can read the rules ... said the employee: "I'm there to tell you now that it is so!" Absolutely cheeky ... you play for hours long and fulfills everything to end up hearing a story that people probably just made up. I was cheated. Until now the 250eur is still in progress. Please help.
Joseph
Automatic translation:
Public
Public
3 years ago
Dear Joseph,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.cherryfiesta.com/en/termsandcondition.html:
"If a player accumulated deposit is not greater than 200 euros, player will be allowed to withdraw only up to x10 his last deposit."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If this were your first deposit and you’ve accumulated your winnings with an active bonus, I’m afraid there’s not much we can do for you. Could you please advise if your withdrawal has been approved and processed already? Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Thank you for your support and the opinion as well as for the research and information ... I have not received the 250euro paid out until now!
Thanks for your great support!
greetings from Hamburg
Joseph
Automatic translation:
Public
Public
3 years ago
Thank you very much, Joseph, for your reply. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
Public
Public
3 years ago
Translation
Hello ... I have now come to terms with the reduction in profit ... although it would have been absolutely uncomplicated at other casinos ... but of course I still insist on the payment of the reduced profit of 250eur which has been in process for days and it still hasn't been paid to me !.
Thanks for the support.
With best regards
Joseph
Automatic translation:
Public
Public
3 years ago
Thank you very much, Joseph, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
Public
Public
3 years ago
Hello Joseph,
I looked at your complaint and will do my best to help you. I would like to invite Cherry Fiesta Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal of €250?
Public
Public
3 years ago
Translation
Yesterday I asked Cherryfiesta to make the payout because it has been in the air since May 18th.
So far no comment by email.
With best regards
Joseph
Automatic translation:
Public
Public
3 years ago
We would like to ask the 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’.
Public
Public
3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can ask to reopen this complaint anytime.
