Cherry Gold Casino - Pelaajan kotiutus on viivästynyt.

Submit all required certification documents

It said the authentication was complete

I have not received any withdrawals since I requested a withdrawal.

Since the conversation wasn't going well, I filed a complaint.

求められた認証の書類も全て提出して

認証も完了といわれたのに

出金申請かけてから一度も出金されないです

話もすすまないのでクレームを提出させてもらいました

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cherry Gold Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in, deposit, and play?
• When did you request a payout of your winnings? When did you pass the verification process?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Can I access my account? Can I log in, deposit and play?

You can log in.

When did you request a withdrawal of your winnings?

About two months

When did you go through the certification process?

About a month ago

Did you achieve your current balance thanks to the bonus?

That's right

アカウントにアクセスできますか？ログイン、入金、プレイはできますか？

ログインはできます。

賞金の出金をリクエストしたのはいつですか？

2ヶ月くらいです

認証プロセスを通過したのはいつですか？

1ヶ月ほど前です

現在の残高はボーナスのおかげで達成できましたか?

そおです

Thanks for your reply and the information provided via email.

• Could you please share a screenshot of your pending withdrawal request with the status visible?

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Even though the authentication has been completed, I am being asked to authenticate again, so the matter is not moving forward.

So I can't even request a withdrawal.

認証が完了してるのにまた認証をもとめられてるので、話が進まないんです

なので出金のリクエストもできていない状況です

Please share a screenshot of the communication with the casino support, where the casino asks you to provide new documents.

Could you please explain in more detail which particular documents you provided already, and which documents the casino asks for repeatedly?

Send the information to my email or post screenshots here.

Dear yonacy,

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.

I haven't received an email from the website, so I would like you to send me the details of the documents I need.

サイトからメールが来てないので、こちらで必要な書類の詳細を送って頂きたいです。

Thanks for your reply.

Could you please share a more recent communication between you and support on the topic of the verification of your account? Alternatively, please provide further proof of the incident to me.

Make sure the information about the sender and recipient is visible.

I apologize for the inconvenience.

My email is tomas@casino.guru

I haven't received any emails so there's no communication.

Should I contact live support?

No response from the casino?

メールが来ないのでやり取りがないですね

ライブサポートで問い合わせしたほうがいいですか？

カジノ側は何も返事してきてないんですか？

Thanks for your reply.

You wrote:

I am being asked to authenticate again, so the matter is not moving forward.

Please send me the communication in which you are being asked to complete verification again. Send the information to my email at tomas@casino.guru

Where did you send the email?

I haven't received any confirmation email from the casino.

If you sent it from Casino Guru, please let me know which email address it was sent from.

どこにメールおくりましたか？

カジノ側から認証に関するメールは届いていないです。

カジノguruから送って頂いたならお手数ですがどのメールアドレスから送ってきたか教えてほしいです

I apologize for any misunderstanding.

I asked you for communication between you and the casino regarding the verification process. Share any emails you exchanged with the support on the topic of verification.

Send it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Submitted

提出しました

Dear yonacy

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Cherry Gold Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Cherry Gold Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi