Cherry Fiesta Casino - Se niega el retiro del jugador por supuesta violación de las reglas.

My withdrawal request was refused for the following reason:

"After verification, it shows that you have played table games and slots with the same deposit, which is strictly prohibited."

Knowing very well the terms of bonus casinos, at no time did I play table games.

After more than 5 emails, I never heard back from the casino

Ma demande de retrait a été refusé pour motif :

"Après vérification, il indique que vous avez joué à des jeux de table et des machines à sous avec le même dépôt, ce qui est strictement interdit."

Connaissant très bien les termes des casinos sous bonus, a aucun moment j'ai joué aux jeux de tables.

Après plus de 5 mail, j'ai jamais eu de retour de la part du casino

Dear Tinmar103,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you accumulated your winnings with an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Dear Tinmar103,

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.

Here are the email exchanges:

March 6, 2023: Deposit of 136.06 with a welcome bonus code of 400% (CHERRYWELCOME1)

March 6, 2023: Wagering requirement fulfilled 100% by respecting the conditions (no table games)

March 7, 2023: Mail received :

Dear player,

After verification, it indicates that you have played table games and slots with the same deposit, which is strictly prohibited.

From then on, the winnings are cancelled, your last deposit 136.06 transferred to your player account according to the terms and conditions of the site.

Of course, we remain at your disposal.

www.cherryfiesta.com

March 7, 2023: Email sent :

Good morning,

After verification, I did not play table games, I did open the page but I did not place any bets on table games.

Waiting for your return

Cordially

Martin

WITHOUT ANSWER

March 10, 2023: Email sent :

Good morning,

I allow myself to follow up with you concerning the exchanges below that have remained unanswered on your part.

Waiting for your return

Cordially

Martin Gerlei

WITHOUT ANSWER

May 16, 2023: Mail sent:

Good morning,

4th raise, can you at least answer me??...

Looking forward to

WITHOUT ANSWER

In addition I relaunched the support via the chat but each time I have a different answer

Voici les échanges mail :

6 mars 2023 : Depot de 136,06 avec un code bonus de bienvenue de 400% (CHERRYWELCOME1)

6 mars 2023 : Condition de mise remplie à 100% en respectant les conditions (pas de jeux de table)

7 mars 2023 : Mail reçu :

Cher joueur,

Après vérification, il indique que vous avez joué à des jeux de table et des machines à sous avec le même dépôt, ce qui est strictement interdit.

Dès lors les gains sont annulés, votre dernier dépôt 136.06 reversé sur votre compte joueur selon les termes et conditions du site. 

Bien entendu, nous restons à votre disposition.

www.cherryfiesta.com

7 mars 2023 : Mail envoyé :

Bonjour,

Après verification, je n'ai pas joué a des jeux de tables, j'ai bien ouvert la page mais je n'ai lancé aucun pari sur les jeux de tables.

Dans l'attente de votre retour

Cordialement

Martin

SANS REPONSE

10 mars 2023 : Mail envoyé :

Bonjour,

Je me permets de vous relancer concernant les échanges ci-dessous restés sans réponse de votre part

Dans l'attente de votre retour

Cordialement

Martin Gerlei

SANS REPONSE

16 mai 2023 : Mail envoyé :

Bonjour,

4ème relance, pouvez-vous au moins me repondre??...

Dans l'attente

SANS REPONSE

De plus j’ai relancé le support via le chat mais à chaque fois j’ai une reponse différente

Thank you very much, Tinmar103, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Tinmar103,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Cherry Fiesta Casino to the conversation to participate in the resolution of this complaint.

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.

Hi Tinmar103,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Peter