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Cherry – No email back in 13 days, even after 3 attempts

Ruling

Cherry casino have refused to discuss any player issues with us, what-so-ever. As such this complaint has been 'Found for the Player'.

Cherry casino are part of the Betsson group and are the only casino in this group to have withdrawn from the Affiliate Lounge affiliate program.

Read our Cherry casino review.

See the best online casinos the best new casinos or alternatively view any of our thousands of casino reviews.

Player's Complaint

Hello,

I tried to withdraw my winnings from Cherry casino and they requested me some documents, to verify some details of my account, as usual. I sent my Id card, Skrill proof and address proof, which this last one, was refused. They just said "we need another utility bill than the one you have sent us" which I provided and sent it another address proof, on June 16th. I've been waiting for an answer since then and nothing. They just replied an automatic email advising me the reference of my issue.

My username is [EDIT] and my email is [EDIT]

I really would appreciate if you could try to help me in this matter.

Kind Regards

[EDIT]

Read the casino review

5 Responses

ThePOGG
Jun 30, 2013

Hi deyahsss94,

Thanks for getting in contact and apologies for the delay in moderating this complaint. I've been involved in some wedding arrangements for the last couple of days and this is me just getting the chance to catch up on everything.

I'll get in contact with Cherry casino and the Betsson groups affiliate team and see what we can do to get this sorted for you.

I'll let you know as soon as I have any information.

ThePOGG

ThePOGG
Jul 09, 2013

Hi deyahsss94,

Sorry about the delay. I initially tried contacting Affiliate Lounge the affiliate company that's associated with the Betsson group. Contacting the affiliate department is by and large the quickest way to get a response.

Unfortunately, as Cherry casino have recently scrapped their affiliate program, Affiliate Lounge have stated they are unable to put me in contact with the right individual to deal with this issue.

This means that I'll now have to try contacting the casino directly.

Please bare with me while I do that.

Thanks.

ThePOGG

ThePOGG
Jul 15, 2013

Hi deyahsss94,

Just to keep you updated - for the present time Cherry casino are refusing to discuss any player complaints, details of complaints or even take any information regarding player complaints from us. I'm going to make one final attempt to get there management to respond, but I wouldn't hold my breath hoping that there will be any progress.

I'll get back to you as soon as I know more.

ThePOGG

ThePOGG
Jul 17, 2013

Hi deyahsss94,

Sorry about the delay - I'm just about to make one last attempt to get Cherry casino to talk to me. If I haven't heard from them by Friday, I'll be closing this complaint and reducing their rating.

ThePOGG

ThePOGG
Jul 19, 2013

Hi deyahsss94,

Cherry casino have made quite clear that they have no intention of discussing any player issue - regardless of how trivial - with us and insist that any player with a complaint simply contact their customer support.

The irony to this is of course that the main issue here is that you cannot get their customer support to respond directly to you.

Some big casinos are still clinging to the false shield that the Data Protection Act prevents them from discussing account information with 3rd parties. This is absolutely unfounded and simply being used as a justification to avoid discussing complaints. The truth is that as long as the account holder provides the company with written permission to discuss their account with an nominated 3rd party, there is no legal barrier to the casino. There may be internal policy, but that's a very different thing to law.

Back to the issue - as Cherry casino will not talk to us at all, we're left with no option but to take the player's word for it regarding this issue, mark this complaint 'Found for the Player' and adjust Cherry casino's rating accordingly.

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The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

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