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Cherry – do not pay and ignores my email

Ruling

The second of two complaints submitted in close succession that Cherry casino have failed to address. Their limited communication has made clear that they have no interest in complaints involving 3rd party mediation and they've given us the consistent stone wall tactics of not responding to multiple emails that both the complaining players received.

Read our Cherry casino review.

Player's Complaint

Hi, I've created an account on Cherry Casino which offered a sign up bonus at that time. I've deposit 100€ and managed to win 105€ playing the casino. Then, after requesting an withdrawal I've received and email asking me for documents: ID, proof of adress and a moneybooker's statement screenshot.

I've sent the docs requested which were in perfect conditions since I accept that as security procedure, but then, I've received another email saying that they have approved the proof of address and the moneybookers screenshot but that I need to send a different kind of ID, like a passport or a driving license. I've explained to them that i didn't have a passport since I never need it and neither had a driving license yet. I don't know with they didn't accept a valid ID in the first place. Anyway, they've simple ignored my email, and never heard from them anymore. They just kept my 205€ at their will.

I would appreciate your help on this.

Read the casino review

4 Responses

ThePOGG
Jul 11, 2013

Hi nevescloud - thanks for getting in contact.

Before I contact Cherry casino I'll need you to provide me your username and the email address you used when registering your account with Cherry casino.

Once I have those pieces of information I'll contact Cherry casino and see if we can make some progress.

ThePOGG

ThePOGG
Jul 15, 2013

Hi nevescloud,

While dealing with a separate complaint about Cherry casino that's still in progress, it has been pointed out to us that Cherry casino will not discuss any information about player accounts or player complaints with a 3rd party regardless of permission being granted. We're going to make one more attempt to get cherry casino to come to the table. I'll up date you as soon as I have more information.

ThePOGG

ThePOGG
Jul 17, 2013

Hi nevescloud,

Cherry casino are still not responding to us. I'm going to make one last attempt to get them to talk to us before writing this up and dropping their rating.

Sorry for the delay and I'll get back to you asap.

ThePOGG

ThePOGG
Jul 20, 2013

Hi nevescloud,

Unfortunately we've been unable to get any communication from Cherry casino barring a one line email stating they would not discuss complaints with us and that players should contact their support team directly. That doesn't really help anyone however, when the major issue is that their email support won't respond to you.

I'm sorry I couldn't be of more assistance, this is a really shoddy demonstration from a group that would have players believe they're one of the best in the business.

ThePOGG

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