The player from France faced a withdrawal refusal for allegedly violating the terms by playing both table games and slots with the same deposit which the player denies. After multiple emails, the player has received no response from the casino. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Cherry Fiesta Casino - Player's withdrawal is denied over alleged violation of rules.
Black points: 405
Amount: €2,500
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
1 year ago
Public
Public
1 year ago
Translation
My withdrawal request was refused for the following reason:
"After verification, it shows that you have played table games and slots with the same deposit, which is strictly prohibited."
Knowing very well the terms of bonus casinos, at no time did I play table games.
After more than 5 emails, I never heard back from the casino
Automatic translation:
Public
Public
1 year ago
Dear Tinmar103,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you accumulated your winnings with an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 year ago
Dear Tinmar103,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Translation
Here are the email exchanges:
March 6, 2023: Deposit of 136.06 with a welcome bonus code of 400% (CHERRYWELCOME1)
March 6, 2023: Wagering requirement fulfilled 100% by respecting the conditions (no table games)
March 7, 2023: Mail received :
Dear player,
After verification, it indicates that you have played table games and slots with the same deposit, which is strictly prohibited.
From then on, the winnings are cancelled, your last deposit 136.06 transferred to your player account according to the terms and conditions of the site.
Of course, we remain at your disposal.
www.cherryfiesta.com
March 7, 2023: Email sent :
Good morning,
After verification, I did not play table games, I did open the page but I did not place any bets on table games.
Waiting for your return
Cordially
Martin
WITHOUT ANSWER
March 10, 2023: Email sent :
Good morning,
I allow myself to follow up with you concerning the exchanges below that have remained unanswered on your part.
Waiting for your return
Cordially
Martin Gerlei
WITHOUT ANSWER
May 16, 2023: Mail sent:
Good morning,
4th raise, can you at least answer me??...
Looking forward to
WITHOUT ANSWER
In addition I relaunched the support via the chat but each time I have a different answer
Automatic translation:
Public
Public
1 year ago
Thank you very much, Tinmar103, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hi Tinmar103,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Cherry Fiesta Casino to the conversation to participate in the resolution of this complaint.
Public
Public
1 year ago
We would like to ask the 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 may negatively affect its rating.
Public
Public
1 year ago
Hi Tinmar103,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
