RedCherry Casino - Player's winnings are being delayed.

Hi, in early December of 2024, I got cash back from this casino and couldn’t make it through the play thru.

I logged back in on 12/9 at about 6 pm with a balance of under .50. I was going to re deposit, but much to my surprise, I had a lobby jackpot of $56 waiting for me!

I claimed it and went on to cash out for $441.

The next morning (12/10) I had a payout of 266 and later found out it was from Red Cherry.

I chatted with Daniel and he didn’t want to speak about my balance when I claimed the lobby jackpot, he just wanted to say that the lobby jackpot mixed in with my cash back and I could only get 10x my cash back.

I guarantee you that I logged out with under a dollar in my balance from that cash back, and when I logged back in, the lobby jackpot was waiting for me.

Please help me get this casino to look at my balance when the gave me the lobby jackpot and pay me the other $175. They are using the system to steal my money.

I’ve been consistently winning there and they’re probably trying to get rid of me.

Thank you,

Ronald *****

username Jockitch

Dear vibrant39,

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

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

• Could you please explain where the screenshot you uploaded came from?
• Could you please share your communication with casino support where the decision to cap your winnings was justified to you?
• Share screenshots here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas, thank you for your prompt attention to this matter.

The screenshot came from Daniel a representative there. I told him I had no balance and he didn’t want to acknowledge my lacking balance when I accepted the lobby jackpot, simply stating it was what the system decided.

Attached are my communication with him.

Thank you

Hi, what’s going on with this? Plain and simple, I had no balance when I accepted the Lobby jackpot. I don’t understand the long examination…have you contacted Red Cherry?

Thanks.

I apologize for the late reply.

The initial screenshot doesn't show the current active balance either way, so we'll ask the casino for a more detailed explanation. Before we do, could you please clarify what the rules associated with the 'lobby jackpot' were? Were there any limitations imposed such as the wagering requirements, or maximum win to your knowledge?