Cherry.com Casino - general discussion

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Hello Casino Guru Support,

I am contacting you because I need your help regarding a serious issue with a withdrawal from Cherry.com, operated by Cherry Online Ltd.

I have been playing on betting and casino websites for more than 10 years, and this is the first time I have experienced a situation like this. I would therefore like your assistance in understanding what is happening and in trying to resolve the matter.

What happened

I initially made a withdrawal from my account. The withdrawal remained under processing for several days, and I did not receive the money in my bank account.

I contacted customer support several times to ask why the withdrawal was taking so long. I was told that the withdrawal was undergoing a routine/manual check and that there was nothing to worry about. I was also told that the responsible department was working on the withdrawal and that I would receive an email once it had been processed.

Because I wanted to continue playing, I subsequently asked Cherry to return the money from the pending withdrawal to my gaming account. The money was then returned to my gaming balance.

After that, I made a new withdrawal. This second withdrawal is for approximately 300,000 SEK.

Unfortunately, this new withdrawal is also still showing as under processing, and I have not received the money in my bank account.

I have contacted customer support again, but I have still not received a clear explanation of why the withdrawal is taking so long or a precise date for when my money will be paid.

Contact with Cherry

I have tried to resolve this directly with Cherry before contacting you.

I also contacted people connected to Cherry in Sweden in an attempt to find the appropriate department. I was informed that Cherry Spelglädje AB is a separate company dealing with physical games in pubs and restaurants and that my issue concerns Cherry Online Ltd.

I have therefore tried to contact the appropriate online company and customer support regarding my withdrawal.

Why I am contacting Casino Guru

I am not trying to make unfounded accusations against Cherry. I simply want my money to be processed and paid to me, or to receive a clear and documented explanation for the delay.

The amount involved is approximately 300,000 SEK, which is a significant amount of money for me.

I would therefore like to ask Casino Guru to help me determine:

Whether this withdrawal delay is normal.

Whether has provided an adequate explanation for the delay.

Whether Cherry Online Ltd is handling my withdrawal according to its terms and applicable regulations.

What steps I should take to resolve the matter.

Whether Casino Guru can contact or mediate with the casino regarding my complaint.

I can provide screenshots showing the withdrawal status, the dates of the withdrawals, my conversations with Cherry’s customer support, and any other documentation you require.

I would be very grateful if you could review my case and help me resolve this situation.

Thank you for your time and assistance.

Kind regards

Hi, first of all, congratulations on your win.

We generally give casinos up to 14 days to process withdrawals. However, considering the size of the amount you’re trying to withdraw, I’d also be interested to know what the casino’s withdrawal limits are and whether you’re actually able to withdraw the whole amount at once.

You mentioned that you cancelled your first withdrawal and submitted another one. When exactly did you request this second withdrawal? I would count the 14-day period from that point.

Withdrawal delays can happen for various reasons. When a player wins a larger amount, casinos may carry out additional checks to make sure everything is in order, for example whether a bonus was used and whether its terms were followed. They usually won’t explain every detail of these internal checks and may simply tell you that the withdrawal is undergoing a manual review.

Sometimes the delay can also be related to the payment method you selected, or your withdrawal may simply be waiting in a processing queue.

In any case, I’d strongly recommend not playing with the balance while this is being resolved. Focus on getting the withdrawal completed first, and only then decide whether you want to continue playing.

Also, don’t cancel this current withdrawal again. If the casino doesn’t provide any meaningful update, the payment still doesn’t arrive, or you feel something unfair is happening as you get closer to the two-week mark, let me know and we’ll see whether we can assist.