Cherry Spins Casino - Player faces delayed withdrawal and poor customer service.

Won 11000 , sent in my Id and everything they asked for. But once they saw that I won they asked for more ID pics and they never got back to me. They answer so quick before you win but once you do. They ignore you in hopes that you play and lose everything. Their customer service is none existent. They act like they are on top of everything but they are scammers. Don’t play here. Before playing anywhere make sure they allow you to cash out. Get verified first before spending a dime. Cherry spins is a joke

Dear viii1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you requested any withdrawals from the casino? With what result?
• if there is any recent correspondence between you and the casino, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear viii1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.