Cherry Gold Casino - Player’s bonus winnings have been capped.

I played bonos without deposit and in the meantime I managed to reach the limit of bonos which was 2 thousand and such at the time of reaching this with 400 as I reached bonos, I was left with only 100, I continued to play which in this case I managed to make the balance of 500 euros then I sent the documentation so far, I entered the chat and asked what I would have to do to be able to make the withdrawal They said I would have to make a deposit of 25 so I did it on the 28th I made the withdrawal and today that same was refused pk invent everything and something else all people say different things say that I hadn’t fulfilled the bonus since I say that I fulfilled all the requirements and then only left 125 euros in the account and the rest withdrew the amount of 355 euros unfortunate to play with people's money

Dear Vera,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus policy for No Deposit Bonuses, and this is what I found https://www.cherrygoldcasino.com/us/terms-and-conditions/ :

"Unless otherwise stated, all No Deposit Bonuses are subject to the following rules:

The maximum withdrawal amount (unless otherwise stated) from a No Deposit bonus in an amount valued at or below $50 is twice the face value of the bonus. All No Deposit Bonuses valued above $50 come with a cash-out limit equal to the value of the bonus. No Deposit Bonuses cannot have max cash-out of over $100. Please note that some offers may include a max cash-out condition equal to 3 times the bonus amount, which is to be stated in Terms and Conditions of a particular bonus. Players cannot claim multiple free bonuses consecutively. Claiming more than one No Deposit Bonus automatically voids winnings to be withdrawn."

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 predatory, 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.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

When I asked for the deposit I had to make, they said 25 euros to withdraw the 500 I had once the lady fulfilled all the requirements. So I did it so all the employees say different things. When I made the deposit they gave 50 more and I did not redeem any bonuses later on when they withdrew the same 50 because they said that to save the 500, those 50 would have to be canceled and I accepted. By the way, when I was playing bonos without a deposit, it reached the limit of reaching 400 euros and immediately changed to 100 euros real balance had taken the rest

Dear Vera,

Thank you for your reply. Could you please advise if you have accumulated your €500 winnings from a No Deposit bonus? Do I understand it correctly that your winnings of €2,000 have been capped at €100 and subsequently, you went up to €500, still without depositing? Afterwards, when you’ve requested a withdrawal, you were instructed to place a deposit, is that right? Could you please advise if it were your first deposit in this casino? 

Good morning yes it was my first deposit in this casino thank you

If it was your first deposit all the winnings accumulated prior to this were from a No Deposit bonus, in which case, maximum cash-out of €100 applies. If all your winnings have been accumulated thanks to a No Deposit bonus, then you are entitled to withdraw no more than €100 (max cash-out) + €25 (deposited funds).

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Thanks for listening

Dear Vera,

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will now reject this complaint. Thank you for your understanding.