Cherry Fiesta Casino - El retiro del jugador se ha retrasado.

I've been waiting for my first payout for some time now, I still have a balance of € 200 and a payout of € 300 that is still being processed

Warte schon Seit einiger Zeit auf meine erste Auszahlung habe noch ein Guthaben von 200 € und eine Auszahlung von 300 € die immer noch in Bearbeitung ist man wird immer nur hingehalten bei einem Live Chat antworten per E-Mail erfolgen gar nicht

Dear thomaswinkler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Since when are you waiting for your withdrawal to be processed? Do I understand correctly that this is your first withdrawal attempt?

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,

Kristina

Yes, this is the first payout. I have been waiting for it for 14 days now. I also have a credit of 200 €. Unfortunately, I cannot pay this out either. Dady first payout is still being processed

Ja das ist die erste Auszahlung warte ich jetzt seit 14 Tagen darauf habe zusätzlich noch Ein Guthaben von 200 € Diesen kann ich aber leider auch nicht auszahlen Dady erste Auszahlung immer noch in Bearbeitung ist

Unfortunately, I have now read a lot of negative reviews on the Internet I am unfortunately not the only one who is waiting for his payouts so far that seems to be a scam.

Habe jetzt leider viele negative Bewertungen im Internet gelesen ich bin leider nicht der einzige der bis dato auf seine Auszahlungen wartet das scheint bei denen Masche zu sein.

Thank you for your reply, thomaswinkler. Could you please confirm that you have successfully passed the KYC? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? If there is any communication between you and the casino, please forward it to kristina.s@casino.guru. Thank you in advance.

I wrote to the casino several times and played completely without a bonus

Habe das Casino mehrfach angeschrieben Habe komplett ohne Bonus gespielt

Thank you very much thomaswinkler for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Thomas,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cherry Fiesta Casino to the conversation to participate in the resolution of this complaint.

Unfortunately until today no money has arrived because I started a live set again now it says it supposedly takes four weeks and again and again one is put off

Leider bis heute kein Geld angekommen habe da noch mal ein Liveset gestartet jetzt heißt es dauert angeblich vier Wochen immer wieder wird man vertröstet

Thank you Thomas for the update.

We would like to ask Cherry Fiesta Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

I had a live chat again today. Very, very unfriendly and I was told that it could now take five weeks or longer without a reason at the beginning it was 7-14 days

Ich hatte heute noch einmal ein Livechat Sehr sehr unfreundlich und mir wurde gesagt dass es jetzt fünf Wochen oder auch länger dauern kann ohne Begründung am Anfang hieß es 7-14 Tage

Dear Thomas,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter

We are changing the status of the complaint to "resolved" based on the confirmation from the player.