Cherry Spins Casino - Pelaajan voitot viivästyvät.

in January this year I won 102.75 euros to this day I have not received my winnings every time I write in the chat about my winnings I am dismissed and the same text all the time: You do not have any funds to withdraw despite sending Im srina with the winnings

w styczniu bieżącego roku wygrałam 102.75 euro do dnia dzisiejszego nie otrzymałam wygranej za każdym razem pisząc na czacie o swojej wygranej jestem zbywana i cały czas ten sam tekst: Nie posiadasz żadnych środków do wypłaty mimo wysyłania Im srina z wygrana

Hello Barbi1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cherry Spin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you ever deposit into the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

yes the account has been verified the last time I wrote on the chat was 3 days ago regarding my winnings no response until today I have made multiple deposits for the bonus

tak konto zostało zweryfikowane ostatni raz pisałam na czacie 3 dni temu w sprawie swojej wygranej zero odpowiedzi do dnia dzisiejszego dokonywałam wielokrotnie depozytu na bonus

Dear Barbi1,

I hope you're doing well.

Could you kindly forward your deposit, bonus, and betting history, along with any communication between you and the casino, to nikolas.b@casino.guru for further review?

Looking forward to your response.

Best regards,

Nick

Hello, I will send it as soon as possible

witam tak jak najbardziej wyślę

Thank you Barbi1 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much

dziękuję bardzo

Hello, Barbi1,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response - since the casino mentioned in the live chat that you would be informed about the results of your verification via email, can you please search for such an email (confirmation of the successful verification) and forward it to branislav.b@casino.guru?

Thank you.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Cherry Spins Casino team,

Could you please explain the player's situation in more detail? Has she completed the KYC?

What needs to be done on her side to successfully withdraw her winnings?

Thank you.

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 Barbi1,

Thank you for your email and the update regarding your verification.

However, although your account appears to be fully verified, it basically does not change the situation and the casino's claims about no withdrawable balance in your account, and without the casino's cooperation, we cannot find out what happened there. The casino is the only one who could clarify it.

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (AOFA) and submit a complaint directly to the regulator. You can find more about their complaint process HERE or general information about complaint processes with regulators HERE.

In case of any questions or news/updates, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru