The player from Germany had deposited money and won €400 but found that no withdrawal option was available. He had not received any response from the casino's support team. After an investigation, it was determined that the player had no withdrawable balance due to unmet wagering conditions, despite having made multiple deposits and received bonuses. The Complaints Team had reached out to the casino for clarification but received no response. Consequently, the complaint was marked as 'unresolved' due to a lack of cooperation from the casino, and the player was advised to contact the licensing authority for further assistance.
Cherry Spins Casino - Player is unable to withdraw his winnings.
Black points: 139
Amount: €400
Cherry Spins Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Cherry Spins Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 months ago
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5 months ago
Translation
I deposited money and won €400. There is no withdrawal option available, and I have not received any response from support.
Yet another scam casino.
Automatic translation:
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5 months ago
Dear Mophet,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you passed the full KYC verification?
Have you made any successful withdrawals before?
Could you please send me the screenshot of your withdrawal options in your profile? I tried registering in the casino and I have Mastercard/Visa as options.
When was the last time you successfully communicated with customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
H
hello
Thanks for your help
I couldn't verify myself. There is no option for this on the site and I haven't been able to contact support directly.
only answers or reactions by email but also without concrete information
it is just sad but fraud and deliberate customer deception are becoming a real plague
well, we hope for the best
many thanks again
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4 months ago
From the screenshots you provided us here, it seems that there is a withdrawal option for Visa/Mastercard available, but the problem is that you have no withdrawable balance.
Could you please specify when exactly you finished wagering your bonus?
How much money did you deposit into the account? Do I understand correctly that the "weekly special" is a deposit bonus?
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4 months ago
Dear Mophet,
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.
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4 months ago
Translation
Hello
I have met the sales conditions but the balance cannot be paid out.
I have deposited several times with the corresponding weekly bonus
Automatic translation:
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4 months ago
Thank you very much, Mophet, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Hello Mophet,
I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Cherry Spins Casino to join the conversation.
Dear Cherry Spins Casino,
Could you kindly provide clarification on the reasons why the player is not able to withdraw their winnigs via Visa/Mastercard?
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
Dear Mophet,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Cherry Spins Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
