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.

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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.

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