Cherry Jackpot Casino - Player's account locked after winning $50k.

I won over $50k in Cash Bendit3 while playing one of their welcome bonuses .

They told me that due to the high amount they need to apply extra verification in my account because my account was already verified.

I had to sent them new documents plus a video of myself - which I sent.

They ask for more time but meanwhile they locked my account and stopped communicating

Hello Pardan88,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick

This email is from July 26th, 2023 the day they verified my account :

Fri, Jul 28, 1:33 AM

to me

Hi Dani,

I hope you are well,

Great news our Cashier Team have now verified your images.😃

To complete your account verification, we do need to complete a quick verification call 📞 (approximately 5 minutes)

If you can please reply to this email with the best time & date to call you, we will aim to call at your specified time.

With your account being verified here, you have the benefit of being verified at all our Casinos 🎰 (CasinoMAX.com | CherryJackpot.com | Roaring21.com | Spinfinity.casino | SlotsRoom.com | SlotsNinja.com)

If you have any questions you can reply to this email or your Casino Hosts are available 24/7 via Live Chat. 💬 

Good luck in your games 🍀

Kind regards,

Johnny

Casino Host

They told me over the phone call verification I made - that once Im verified in Roaring21 casino

Im verified in all group of their casinos , including cherryjackpot casino.

As to your second question,

They only approved the first documents I sent

but sine the big win they stopped responding after I sent per their request a video of myself, more photos

of the same documents .

As to your third question,

The last time I spoke with the casino was last week but since the account is locked

the support just saying " we will transfer your question to the cashier team"

but they stopped responding

Hello Pardan88,

It is completely common if the casino ask for additional verification even through phone or skype calls. Please set a date and time with them in order to process the verification as soon as possible and let us know the outcome.

Hi Nick

I believe their is a misunderstanding since I already sent them , by their request, my video confirming my details and my win. Also , by their request, I sent them new photos of my documents ( including myself holding ID ) and sent all files directly from my cell phone

As I mentioned, since I replied to all their requests, they just stopped responding

Thank you Pardan88 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Pardan88,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Cherry Jackpot Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the verification has taken so long? Have you received all the necessary documents for the verification? When can the player expect any feedback from you?

If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hi Natalia

Thanks for your message

I will wait for further updates

Hi Natalia

The casino sent me today an email after they opened my account and asked me to submit withdrawal via bank wire ( after they removed bitcoin withdrawal from my cashier)

I can not receive any gambling winnings to my bank account since I receive government welfare.

The casino just got back to me and insisted on a bank wire and I replied that I can accept money only to my European bank

As the player is already in direct communications with the casino relating to this case, I feel it's best that they resolve it directly that add any potential or further confusion in here.

Hi

I received a reply from the casino today that they are whiling to pay my winnings to my European bank.

I believe it's a long process since the amount of my win is big.

I will update if their will be any issues.

For now I believe it's good news

Dear Pardan88, thank you for your updates. Please, keep us informed about your communication with the casino so that we know what's the current status of your issue.

I'd also like to ask you to send me the same documents you've sent to the casino for verification, if possible. My email address is natalia.b@casino.guru.

I also wonder if you could specify, what European bank you'd like to use for the withdrawal of your funds.

Best regards,

Natalia

Dear Pardan88,

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.

Dear Natalia

( I sent you an email 3 days as well)

USER : Pardan88

As you are involved by helping me with my CherryJackpot big win

you can read the emails sent to them with requested information

to submit on my behalf the withdrawal from my casino account

but since I sent to Carl on Oct 26th the email with my full European bank info

they did nothing and withdrawal was not submitted .

They ( CherryJackpot support team) did not even reply back to me since

I provided them the requested info ( which includes my European bank statement)

Hope you can help and bring that matter to their attention

since they ignore my emails again

Thanks for your help

Dani

Dear Pardan88, thank you for the reply, I'd like to confirm that I have received your email.

We'll contact the casino again to get more information regarding the status of your withdrawal request. I'll keep you updated as soon as there's any news from them.

Regards,

Natalia

Hi Natalia

Thanks for your reply.

I just want to clarify that I couldn't make the bank wire withdrawal from my account since in the cashier it allows only to submit payout request to American bank and not to European bank.

This was the reason I sent them in details all my European bank info ( including a statement ) and as agreed the withdrawal was suppose to be made by them but they stop communicating with me.

I hope you can convince them to add back the bitcoin withdrawal option again to my cashier as it was the method I used to make my deposit which will make things easier for all sides .

Dear Pardan88, as I mentioned before, we've had a private conversation with the casino representative, and they've been investigating your case, however, the review hasn't been finished yet. I'm sorry it takes so long and you have to wait for any updates.

I'll set the timer for 7 more days for the casino and I expect to receive more information, however, if there are no updates in this time frame, we'll be forced to close the complaint as unresolved due to the lack of evidence.

Regards,

Natalia

Dear Natalia

over the weekend I've been reading about this casino group and even shared my case with other players with online private forums. Most players who won in the past have been paid but it seems that no one ever reached such a high win as I did ( over $50K). I read comments that mostly likely the casino can not afford paying such high win and it will affect their business financially and that's might be the reason they behaving as they do.

You can bring to their attention that I will accept installment plan for them to pay my winnings

if it will help them to handle my case financially .

Thanks again for your help

We're still awaiting some input from RTG on this one, as it's in a 3rd parties hands we have no control on the priority they set it. Some information has come to light relating to this player which we need a little time to gather further information.

On a side note, $50,000 is not our biggest win amount to date, we've had much higher and they've been paid out no issues, but then all their documents were in order and verification was passed successfully.

All wins are paid in installments regardless, being a seasoned player you'd know this though.

We'll update further as soon as we can.

its not possible that the game provider haven't got back to them by now.

Please see the email attached below they sent me over 3 months ago :

On Wed, Aug 2, 2023 at 1:18 PM Cherry Jackpot - Support <support@cherryjackpot.com> wrote:

  Good morning.

  First of all, a HUGE congratulations on the win. 🎉

  The games are currently being checked by the games provider as all wins are Dani. As soon as we get an update, we will let you know the instant.

  Kind regards

  Mark

  Casino Host

Dear Cherry Jackpot Casino, it's been another week so I hope you can share any findings with us. Overall, it's been a month since you started investigating the case, however, it seems we've been stuck with no progress here.

I understand. Sometimes with complex cases such as this one, further and deeper investigation is required and as mentioned, we're awaiting 3rd party assistance on this one so there is only so much I can do. Once I hear back, I'll be able to give a proper update.

Either way, apologies for the delay.

As I mentioned before, 3rd party investigation started on Aug 2nd ( which I received an email from Mark from cherryjackpot support). Now we are almost in December which it's been almost 4 months. It is not possible that the 3rd party did not reach any conclusion by now unless it's just another excuse out of many from Cherryjackpot casino not to pay my big win.

Dear Pardan88, the casino hasn't provided us with any updates regarding your case yet. I understand they've been investigating relying on third parties - waiting for the official response from the game provider, however, this has been without progress for too long. We've decided to close the complaint as unresolved so far.

I realize it's not the outcome you expected, but we cannot move on with your case due to a lack of evidence from the casino. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, you can try to submit a complaint to a licensing authority - Curacao Gaming -, since they have more tools to help players. Write them to complaints@gaming-curacao.com or via the 'Contact' button found on their website.

Dear Cherry Jackpot Casino, you can request to reopen the complaint as soon as you have the results of your investigation that you can share.

Regards,

Natalia

We’ve reopened this complaint at the request of Cherry Jackpot Casino. 

After reviewing all relevant evidence, we tried to contact the player and offered them a verification call to prove their claim that the casino made a mistake. Regrettably, the player ceased responding. Based on the evidence available, we can understand why the casino doubted the authenticity of the player's verification documents and had no other choice but to reject the complaint.