I didn't want to be the first one to complain about this casino, but I've never seen anything like it before. I fulfilled the bonus withdrawal requirements, but the bonus balance still remains and hasn't moved to the withdrawal balance. They asked me to wait for a while for the relevant department to look into it, but so far there hasn't been any resolution!

eu n?o queria ser o primeiro a reclamar sobre esse casino, porém nunca vi algo parecido, eu cumprir os requisitos de bonus para saque, e ainda sim o saldo de bonus permanece e n?o foi para saldo de saque, me pediram um tempo para o departamento relevante até agora sem solu??o!

Dear leandrog532,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Cherry Spins Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Would it also be possible to forward any relevant evidence to [email protected]? I will be waiting for your reply patiently.

Best regards,

Nick

Dear leandrog532,

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.

Hello Nick, so I'll summarize, I made a deposit and opted for the bonus, I met the withdrawal requirements, before the bonus was not withdrawable, now it went to the real balance, but no withdrawal option appears, funny that for deposit it appeared options and for withdrawal there is no withdrawal option

Hello leandrog532,

Could you please advise if your account is verified? Did you ever deposit anything into the casino?

They didn't ask me for account verification, and I sure did deposit it!

n?o me pediram verifica??o de conta, e com certeza eu depositei!

Thank you leandrog532 for the information provided. I will now forward your complaint to my colleague Tomas ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello leandrog532,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Cherry Spins Casino to join the conversation and participate in the resolution of this complaint.

Dear Cherry Spins Casino,

Can you please provide any reasons why the player doesn't have any options to withdraw their winnings?

Thank you.

Kind regards,

Tomas

You can close this case, they took so long that I ended up losing my winnings, which is what they want, to lock up your winnings so you can use them and lose them. However, you can now put this casino on the non-recommended list!

pode encerrar este caso, demoraram tanto que acabei perdendo os ganhos, que é oque eles querem, travar seus ganhos para você utiliza-los e perde-los. porém já pode colocar esse casino na lista de n?o recomendados!

Thank you, leandrog532, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Tomas