RedCherry Casino - Выигрыши игроков задерживаются.

Hi, in early December of 2024, I got cash back from this casino and couldn’t make it through the play thru.

I logged back in on 12/9 at about 6 pm with a balance of under .50. I was going to re deposit, but much to my surprise, I had a lobby jackpot of $56 waiting for me!

I claimed it and went on to cash out for $441.

The next morning (12/10) I had a payout of 266 and later found out it was from Red Cherry.

I chatted with Daniel and he didn’t want to speak about my balance when I claimed the lobby jackpot, he just wanted to say that the lobby jackpot mixed in with my cash back and I could only get 10x my cash back.

I guarantee you that I logged out with under a dollar in my balance from that cash back, and when I logged back in, the lobby jackpot was waiting for me.

Please help me get this casino to look at my balance when the gave me the lobby jackpot and pay me the other $175. They are using the system to steal my money.

I’ve been consistently winning there and they’re probably trying to get rid of me.

Thank you,

Ronald *****

username Jockitch

Dear vibrant39,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RedCherry Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain where the screenshot you uploaded came from?
• Could you please share your communication with casino support where the decision to cap your winnings was justified to you?
• Share screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas, thank you for your prompt attention to this matter.

The screenshot came from Daniel a representative there. I told him I had no balance and he didn’t want to acknowledge my lacking balance when I accepted the lobby jackpot, simply stating it was what the system decided.

Attached are my communication with him.

Thank you

Hi, what’s going on with this? Plain and simple, I had no balance when I accepted the Lobby jackpot. I don’t understand the long examination…have you contacted Red Cherry?

Thanks.

I apologize for the late reply.

The initial screenshot doesn't show the current active balance either way, so we'll ask the casino for a more detailed explanation. Before we do, could you please clarify what the rules associated with the 'lobby jackpot' were? Were there any limitations imposed such as the wagering requirements, or maximum win to your knowledge?

Not to my knowledge. As far as I know, I could have simply withdrawn it.

Thank you very much, vibrant39, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you vibrant39 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RedCherry Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear vibrant39, the casino has provided me with your transaction log from your account where it is visible that the jackpot was won from the cashback bonus therefore the terms and conditions of the cashback apply. In this case, the max cashout was 10x of the cashback and any excess has been removed by the casino cashier team. I hope this explains the situation!

I don’t understand. Did they show you my balance when I was awarded the jackpot? I think my balance was .20. How can that count as cash back?

The cashback bonus was gone. How can they even link the two? You’re buying their bs? The cash back bonus was dead. It was over. Done. I wish I Would have taken it down to zero. Then what would you and they say?

Dear vibrant39, I will request full betting history and get back to you. Thank you for your patience during this time!

no response from Red Cherry?

Dear vibrant39, I have received the game history and reviewed it. At the time you received the jackpot, your balance was at $52.03 which doesn't fit your narrative that you lost the cashback bonus at the time of the winnings of the jackpot. With this in mind, the casino has operated in accordance with its terms and conditions. I will discuss it further with the casino representative and get back to you. Thank you for your patience during this time!

That is not true. I had no balance. Logged out and logged back in 4 hours ago and the jackpot was waiting. I guess they can say whatever they want and make me look like a liar.

Dear vibrant39, the casino representative has clarified that the jackpot counts as a win from whatever you were playing with when you won it, not from when you claimed it. You have mentioned that the jackpot appeared after you finished playing with the cashback and the betting history supports that, however the win that resulted in the jackpot was during your play with the cashback therefore cashback withdrawal terms and conditions apply. I understand this is disappointing but the casino has acted according to their terms and conditions and we consider their actions fair. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter