Cherry Gold Casino - Player's winnings wiped after system update.

I got an invite to join cherry gold casino with a hundred dollar start up bonus. It required a five thousand dollar play through in order to redeem. I played 43 days and fluctuated between a hundred and two hundred fifty dollars. As soon as I hit a $5000, play through where I would then be able to redeem my winnings. They updated their system and wiped out the entire amount. The response is that because they updated their system. They took away all bonus money. I tried speaking to them with chat. I tried speaking with them on the phone and they're just a rip off scam casino.

Hello Splitaway,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cherry Gold Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus were you using a deposit one or free? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Splitaway,

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.

How do I reply?

I verified my account on May 2nd. And it was approved my verification but I don't know why they reduced my amount. It should have been 260, but then they made some other offer since they wiped out the money. I did the play through.

They just said I can withdraw a $100. And i've gone through all their hoops and still nothing.

Also, it was the first time bonus. It was a no deposit, but it was a bonus for joining and the only. Requirement for withdrawal was going through the playthrough, which I did.

Hello Splitaway,

Can you please clarify how much was your balance when you finished the wagering of the bonus? Was the balance transferred from your bonus balance to to real money balance?

I just checked and the deposit was paid this morning. Thank you your help.

Dear Splitaway,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru