Cherry Fiesta Casino - 選手の退場が遅れました。

They are not responding to the support emails that the chat refers to. They keep withdrawing the payout time and again without notifying why

De svarar ej på supportmejlen som chatten hänvisar till. De drar tillbaka uttaget gång på gång utan att meddela varför

Dear boyracer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear boyracer,

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.

It is now two months since I made my first withdrawal attempt. The profit through bonus yes, but it is clearly settled otherwise that step would not have been possible. They cancel the withdrawal and the balance ends up back in the game account. I have asked why by email, without an answer, while the chat has referred to the support email. Last week 27/7 the chat claimed that my given phone number was wrong, it was missing the country code whereupon we added it and I made another withdrawal attempt, but this was also cancelled. I asked in the chat again why, they would check with "financial" and they would get back to me with information within 5 days.

Nu är det två månader sedan jag gjorde mitt första uttagsförsök. Vinsten genom bonus ja, men den är tydligt avklarad annars hade det steget inte varit möjligt. De avbryter uttaget och saldot hamnar åter på spelkontot. Jag har frågat om varför på mail, utan svar samtidigt som chatten har hänvisat till supportmailen. I förra veckan 27/7 påstod chatten att mitt angivna telefonnr var fel, det saknade landskod varpå vi lade till den och jag gjorde nytt uttagsförsök, men även detta avbröts. Jag frågade i chatten återigen varför, de skulle kolla med "financal" och de skulle inom 5 dagar återkomma med besked till mig.

Thank you very much, boyracer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Cherry Fiesta Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello boyracer,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, Cherry Fiesta Casino was not cooperative with us in solving player complaints so far, but I will still try to contact the casino to shed more light on this.

We would like to invite Cherry Fiesta Casino to join the conversation.

Dear Cherry Fiesta Casino,

Can you please provide information on why the player's withdrawal requests are not processed?

Many thanks Michal. I appreciate your help very much

Stort tack Michal. Jag uppskattar din hjälp mycket

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.

Due to the absence of any response from the casino pertaining to the matter, we are left with no choice but to mark the complaint as 'unresolved'. We genuinely wish there were additional avenues for us to pursue. Regrettably, lacking the casino's collaboration, our ability to mediate and facilitate a resolution to this matter is limited. It is worth noting that the casino retains the option to revisit and address this complaint at any point.

Thank you for your understanding.