Cherry Wins Casino - Player’s account has been closed unjustly.

On Friday 20/03 I made my second deposit of £59.00 to Cherrywins using my PayPal account- I won £2,350.00 off of this which I tried to withdraw, the same day i received a email stating I needed to verify my account which I had no issue with, I was asked for a passport photo, me holding my passport photo, a PayPal pdf showing the deposits to them, proof of address.

all was provided sufficiently on the Saturday, today I had woken to an email stating my account is being permanently closed AND my withdrawal money is being forfeited due to "third party payment method" which is in fact incorrect, the PDF FILE CLEARLY shows my 2 deposits £59 & £50 going out to them with the transaction ID WITH MY name & ADDRESS on the statment!!! When I went to live chat and address the issue that they have made a mistake I was told 'I will esculate it for you but I don't know when you will hear back' that was a reply I'd received after asking their complaints procedure as this is an unfair account closure and FALSE ALLEGATIONS.

i now have to go through the rubbish complaining and going through the procedure when it didn't have to be this way!!!

please avoid them because they are breaching their license.

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Hello,

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.

• Have you already provided all the required documents?
• Could you please provide any proof that you are the owner of the bank account?
• Has the casino provided any specific details regarding deposits that supposedly originate from third-party accounts?

If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru together with proof of the bank account ownership. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your email and for the information provided. Could you please advise whether all of your payments were completed through your PayPal account? Alternatively, have you used other payment methods as well? If so, could you please advise whether they were registered in your own name?

Thank you for your patience and cooperation.

i only deposited twice through the whole time of having my account with them £50 & £59.

both times deposits were made using PayPal- in my own name & address.

my PayPal email also is the exact same one that matches my cherrywins account.

when I asked them to prove where I had deposited via a third party they stated that they recognise I never deposited via third party but I used third party funds.

id sent £59 to my friends bank, who had then sent it to my PayPal where I used to deposit it from.

i sent them the banking screenshot of the £59 being sent to my friend and my friend sending it back within 2 minutes to my PayPal where I deposited. They was proven no third party funded my deposit, the £59 was my own money,

my money, my PayPal used to deposit.

they have since ignored my emails AND have had my trust pilot review removed.

Hello Mercedescross,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Take your time! Thank you xx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Mercedescross,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Cherry Wins Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Cherry Wins Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel nice to meet you!

so since i have opened this whole case I have emailed cherrywins 3 more times and got no response.

they keep flagging my review on trust pilot and getting it removed, i have put the review up about 9 times now and they keep getting it taken down.

cherrywins stated i used third party funds 'someone sent me money which i used to play with on there site'

i sent cherry wins £59 payment leaving my own bank account and being sent to a friend who then sent me it on paypal straight away & £59 was deposited to my cherrywins account.

the funds were proven to be from me, i deposited using my own PayPal account & i used funds that originally left my own bank account.

when this was sent over to cherrywins they took no notice and still refuse to communicate with me.

i provided all my relevant ID (passport, photo holding passport, PDF paypal statements showing deposits to them & my pdf proof of address)

i had only deposited a total of £109.00 on cherrywins since joining & won £2350 i think thats why im being shut down and refused payout - because I haven't spent £££ to win it.

thank you for inviting a cherrywins member to have their say here and i hope cherrywins will rectify their mistakes.

Mercedes

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.

Hi Samuel, could you point me in the right direction where to go from here if this remains unresolved please as I won't let them get away with this.

thank you

Dear cherry wins, unfortunately if this situation is not resolved I will have no choice but to get a solicitor and take this matter further.

it has been 4 weeks and you have made 0 communication to me although there has been multiple opportunities to do so, I have seen on news articles & social media that keeping withdrawals and not paying out is something that's been happening recently and I will not settle as a victim to one.

you are playing unfair and the fact you are not responding or avoiding communication doesn't go well in your favour. This problem will not go away, it isn't about the money at this point.

for me this now comes down to breaking your own rules that are set out, us as customers have to follow rules so why does it not apply to you.

I have had to contact trust pilot with all my sufficient evidence that my review is genuine to get it put back up as soon as possible so others don't have to go through what I have had to.

this is the very last time I will be open in reaching a resolution (which would be my payout)

after these 6 days are up and it's marked as unresolved - I will be getting a solicitor and seeing this in court.

if your willing to communicate & payout what's owed, I am happy to close the casino guru case, remove my reviews and forget this ever happened.

regards, Mercedes.

Samuel, I'd also like to add this please.

Dear Mercedescross,

Thank you for your update.

I have already contacted Cherry Wins Casino and I am currently waiting for their response regarding your case. Once they reply, I will review their statement and continue with the next steps in the complaint process.

If the casino does not respond or the issue remains unresolved after our standard timeframe, I will also advise you on how to proceed with an official external escalation through the relevant ADR body listed in the casino’s Terms and Conditions.

I will keep you updated here as soon as there is any progress.

Hi, the time has finished x

Hello everyone,

Dear Mercedescross,

thank you for your update.

I have tried to contact the casino repeatedly, but unfortunately there has been no response within the given timeframe. At this stage, there is not much more that can be achieved without the casino’s cooperation in the process.

For this reason, I will be marking this complaint as "unresolved" in our system.

I understand this is not a satisfactory outcome for you. However, unresolved cases can still have an impact on the casino’s overall rating and reputation, which may encourage them to reconsider their approach or respond at a later stage. If the casino decides to react, we will reopen this complaint and you will be notified immediately.

As a next step, I recommend submitting your case to the casino’s Alternative Dispute Resolution (ADR) service. In this case, you can contact eCOGRA here:

https://ecogra.org/forms/adr-dispute-step-1

They act as an independent dispute resolution body and may have additional tools and authority to review the case further.

You may also consider contacting the relevant Gaming Authority responsible for the casino’s license, as they are the regulatory body overseeing its operations.

If you need help filling out the ADR form or if you receive a response from eCOGRA and are unsure how to proceed, you can always reach out to me at samuel.s@casino.guru and I will try to assist you further.

I’m sorry I could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru