HomeComplaintsCherry Spins Casino - Player's bonus balance not transferred.

Cherry Spins Casino - Player's bonus balance not transferred.

Amount: Can$130

Cherry Spins Casino
Safety Index:Very low
Submitted: 30 Sep 2023 | Case closed : 30 Oct 2023
Case closed Our verdict

Other

REJECTED

Case summary

1 year ago

The player from Brazil had completed the bonus withdrawal requirements at Cherry Spins Casino, but was unable to access withdrawal options. The player had informed us that the casino did not request account verification and that he had previously made a deposit. We had contacted the casino to investigate the issue, but before a resolution could be reached, the player lost his winnings due to the delay. As the player's balance was zero, we were unable to assist further and rejected the complaint.

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1 year ago
Translation

I didn't want to be the first one to complain about this casino, but I've never seen anything like it before. I fulfilled the bonus withdrawal requirements, but the bonus balance still remains and hasn't moved to the withdrawal balance. They asked me to wait for a while for the relevant department to look into it, but so far there hasn't been any resolution!

Automatic translation:
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1 year ago

Dear leandrog532,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Cherry Spins Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Would it also be possible to forward any relevant evidence to nikolas.b@casino.guru? I will be waiting for your reply patiently.

Best regards,

Nick

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1 year ago

Dear leandrog532,

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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1 year ago

Hello Nick, so I'll summarize, I made a deposit and opted for the bonus, I met the withdrawal requirements, before the bonus was not withdrawable, now it went to the real balance, but no withdrawal option appears, funny that for deposit it appeared options and for withdrawal there is no withdrawal optionfile

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1 year ago

Hello leandrog532,

Could you please advise if your account is verified? Did you ever deposit anything into the casino?

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1 year ago
Translation

They didn't ask me for account verification, and I sure did deposit it!

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1 year ago

Thank you leandrog532 for the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Hello leandrog532,


I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Cherry Spins Casino to join the conversation and participate in the resolution of this complaint.


Dear Cherry Spins Casino,

Can you please provide any reasons why the player doesn't have any options to withdraw their winnings?


Thank you.

 

Kind regards,

Tomas

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1 year ago
Translation

You can close this case, they took so long that I ended up losing my winnings, which is what they want, to lock up your winnings so you can use them and lose them. However, you can now put this casino on the non-recommended list!

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1 year ago

Thank you, leandrog532, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.


I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.


Kind regards,

Tomas

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