The player from California used a bonus code, met the playthrough requirements, and attempted to withdraw $200. Despite fulfilling many verification steps, the casino rejected his driver’s license and requested a passport, which he did not have. The player faced delays and repeated rejections due to the casino claiming the driver's license pictures were screenshots. The issue was resolved after the player confirmed that the verification took longer than expected. The complaint was marked as resolved by us.
Cherry Jackpot Casino - Player’s withdrawal has been delayed.
Amount: $200
Cherry Jackpot Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
I used a bonus code and after completing the play through requirements, I should have walked away with $200. Once I submitted my withdrawal request I waited a couple of days before I sent them an email. All they asked for was a small deposit, verification of Id, and a phone call to verify my account. After all is said and done and many back and forth emails, they have told me that my drivers license won’t work and that I need a passport. The problem is I don’t have a passport. It seems like they aren’t even trying to help me.
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4 months ago
Dear sk2h7wn84n,
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 everything else has been approved except for the driver's license?
- Did the casino explain why it was rejected as a form of ID?
- Do you have any alternative document that you could use instead?
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
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4 months ago
I believe it’s been over a week since I first submitted a request for withdrawal.I have everything approved but my driver’s license. I have sent them pictures front and back probably 3 times now. Waiting 2 days each time I’ve sent the pictures. Based off what they are saying they can’t get my account approved because the pictures were screenshots. Overall it’s been a real big hassle working with them. I shouldn’t have to wait 2 days for their cashier team. I think this complaint will get solved, it’s just at this point ive waited so long and would like to let others know what they might run into playing at this casino. Thanks, Logan.
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3 months ago
Thank you very much for your reply, sk2h7wn84n. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 months ago
Everything has been sorted out. My only complaint is how long it took for verification.
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3 months ago
Dear sk2h7wn84n,
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,
Kristina
Casino.Guru
