No comms from casino, will not reply to emails or help on live chat. All KYC completed and account verified

Dear Bellthree,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, I have cleared any bonus I had. I have not withdrawn from site before but have had the account verified.

Yes the withdrawal says it is still pending. Every time I ask on live chat they say they will pass on to finance or just tell me to email support. I do this and have not received a single email back.

Thank you very much, Bellthree, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Cherry Fiesta Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Bellthree

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. As previously mentioned by my colleague Petronela, Cherry Fiesta Casino is not the best casino for solving complaints, but regardless of this, we will try our best to resolve your complaint.

We would like to invite Cherry Fiesta Casino to join the conversation.

Dear Cherry Fiesta Casino

Can you please provide some information regarding the player's withdrawal?

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’.

Dear Bellthree

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint anytime.