Cherry Fiesta Casino - Бонусные выигрыши игрока были конфискованы.

I deposited 30 euros with a 220% bonus. When I turned over the money and was about to make a withdrawal, I received an email that I was playing for more than 30% of my deposit. I know with 100% certainty that I played for a maximum of 4 euros per print. Have emailed their support several times without response.

Jag satte in 30 euro med 220% bonus. När jag omsatt pengarna och skulle göra uttag så fick jag ett mail att jag spelat för mer än 30% av min insättning. Jag vet med 100% säkerhet att jag spelat för max 4 euro per tryck. Har mailat till deras support flera gånger utan svar.

Dear Wiman88,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the T&Cs, and this is what I found:

"Where a player places a single bet equal to or exceeding 30% of the value of a bonus received before fulfilling the play through requirements for that bonus."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

However, if you are sure you didn't violate this rule, we will try to help. Could you forward your game history from the bonus play? My email address is kristina.s@casino.guru. Additionally, please forward me all the relevant communication between you and the casino.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Wiman88,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have written several times to their support, both email and chat but get no response. Do not know how to do

Jag har skrivit flertalet gånger till deras support, både mail och chatt men får inget svar. Vet inte hur jag ska göra

Thank you very much Wiman88 for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear Wiman88,

I’m sorry to hear about the issue. I’ll contact the casino and see if I can help.

I would like to invite Cherry Fiesta Casino to join this conversation.

Dear casino team,

Can you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.

We would like to ask Cherry Fiesta 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 this complaint as ‘unresolved’.

Dear Wiman88,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

As you might know, Cherry Fiesta Casino received a ‘Bad reputation’, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend [here]. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.