HomeComplaintsCherry Fiesta Casino - Player’s withdrawal has been delayed.

Cherry Fiesta Casino - Player’s withdrawal has been delayed.

Black points: 59

Amount: €200

Cherry Fiesta Casino
Safety Index:Very low
Submitted: 15 Jun 2021 | Unresolved : 14 Oct 2021
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

3 years ago

The player from Germany has requested a withdrawal almost two weeks ago. Unfortunately, the payment seems to be delayed. The casino failed to respond and we were forced to close this complaint as 'unresolved'.

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3 years ago
Translation

Good day,

I've been waiting since June 4th. on my profit. At first it was said: I got an email and today all of a sudden it was said that it would take up to 21 bank days. But it is nowhere to be found!

Automatic translation:
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3 years ago

Dear Susann,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment has been processed and sent to you but never reached your account? Could you please specify which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.


Best regards,

Petronela


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3 years ago
Translation

So the money can still be seen on the gaming platform and that should take up to 21 days before a bank transfer is made

Automatic translation:
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3 years ago

Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. However, since the payment hasn't left your casino account yet, could you please confirm that your withdrawal has been approved already? Thank you in advance.

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3 years ago
Translation

I had already done that on June 4th.

Automatic translation:
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3 years ago

Thank you very much, Susann, 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.

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3 years ago
Translation

Thank you

Automatic translation:
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3 years ago

Hello Susann!


From now on, I will take care of your complaint. I would like to invite Cherry Fiesta Casino's representatives into this discussion in order to help us resolve the complaint.

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3 years ago
Translation

hello Martin

I'm curious.


Automatic translation:
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3 years ago

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.

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3 years ago
Translation

And what does that mean for me? Money gone? Then I'll go to the police and report them.

Automatic translation:
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3 years ago

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.

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