Golden Cherry Player Complaint - Need Assistance

[BigDaddy]

I just received an email from one of Golden Cherry's players and she is claiming that she had won a substantial amount of money and the wagering requirements had been confirmed by support for a payout but she never received her winnings. Furthermore the casino told her that she had breached an agreement and locked her out of her account and said an explanation was forthcoming by email but as to date no explanation has been received.

Here are both the emails I received today and I would like an affiliate manager to look into this issue and see if they can help get it resolved or give a reasonable explanation why this player never received her money and was locked out of her account. Please PM me for her name and email address.

Kind regards,

Rick

1st email:

I had been playing on line at GoldenCherry for a few months....I actually
won $10,000 over a course of a few days. I was allowed to \"withdraw\"
$2,500 of it but NEVER got paid that or any other amount!!! They refunded
the money I had spent on their casino and said I breeched an agreement?????
What does that mean?? They now have blocked my account and will not talk to
me saying I will get an email explaining...of course I have not gotten one.

2nd email:

I had already satisfied my wagering requirements the first day. I had a live chat rep (his name is Wade) confirm that I had met my requirements. They did allow me to withdraw $2500 in $500 increments...but never paid me. I had a balance and played with it and won another $7500 after I withdrew the first $2500....so I won a total of $10,000. That is when they refunded my money and told me my account was blocked and said I would receive an email explaining why which of course I never received and now they won't take my calls or respond to any emails.

Thank you so much for responding. I have played on line for several years and have never ran into something like this.

[danielg]

Hi Rick,

Yes, of course. we can check out what was the issue there.

Can you please PM me the username of the player.

Best regards,
Daniel

[GFPC]

Hearing these kinds of stories always scares me really badly. Not knowing the the cause of such action it still really freaks me out the little control players have and the faith they must put into the casinos to make good on payments.

Please update us here on the outcome and reasons for the lock out and non payment - I will be following with keen interest.

[cass]

Is does spook one a bit to hear these kind of stories. One would expect Affactive to be on top of their game at all times. I'm sure this issue would be resolved in an amicable manner, if not Affactive has far more to lose that $7500.

[danielg]

Let's see what actually happened there before making any conclusions....

[BigDaddy]

Hi Rick,

Yes, of course. we can check out what was the issue there.

Can you please PM me the username of the player.

Best regards,
Daniel

Hi Daniel,
Thanks for your prompt attention on this matter. I have PM'd you the info of the player and will let her know that someone is looking into it for her.

Rick

[BigDaddy]

Let's see what actually happened there before making any conclusions....

Daniel,
5 days have gone by now with no word from you about why this player wasn't paid her winnings and had her account locked. I contacted the player yesterday and she still has not received any explanation from Golden Cherry as to why her account was locked and her $10,000 were confiscated.

Waiting for your reply,

Rick

[danielg]

Hi Rick,

I've received a reply from the casino finance/fraud department, but waiting from CS manager to recheck things.

I'll update shortly.

Best regards,
Daniel

[GFPC]

Been following this with really keen interest! Hope its good news for everyone! Crossing my fingers

[danielg]

Hi Rick,

Thanks for your patience. I was waiting for the casino’s fraud department to complete their investigation.

The fraud department concluded that this player is most likely engaged in fraudulent activity and as a result, the player’s account will remain locked. However, because of minimal doubt, the player will be paid in full. Afterwards, the player will be permanently banned.

Additionally, I want to let you know that the casino’s fraud department had been in contact with the player before (and after) you had posted this thread, but the player refused to answer the fraud department’s questions, thus inhibiting their ability to resolve this issue long ago.

Best regards,

[BigDaddy]

Hi Daniel,
Both the player and myself would like to know what type of "fraudulent activity" the fraud department is conclusive on. We are talking about a huge amount of money and to just dismiss it as fraud is rather vague. Additionally the player has not been contacted at all by the casino since being locked out of her account as you can see by her email:

OMG...are you kidding me??? Fraud?? Wow...they will come up with anything won't they. What kind of fraud can I commit?? I have been playing on line for years and have never heard anything so ridiculous. I have never been contacted by anyone from that casino....no manager...no fraud person..nobody. Unless a email came thru and went directly to my spam and I didn't catch it but honestly I have also been checking my spam in hopes to hear from someone...anyone. So they are now claiming I will be paid?? They have my debit card info..copies of that my ID and other materials indentifying myself...which of course makes me nervous that these people have this info....

I am so grateful for your efforts Rick....
Thanks
Marian

[danielg]

Hi Rick,

Few things:

I cannot specify the details and the way our fraud department detects fraud activity, since it will open the door for others to take advantage of it. (i think there was a thread on this topic only few days back)

We do not claim that we are going to pay- we are saying that the player will be paid fully. Then she will be permanently banned.

I have been playing on line for years and have never heard anything...

- This statement is not correct....

To sum things up: We had to take time to check her account and it would've been solved earlier (one way or another) with players assistance.

Most important: The issue is solved.

Best regards,

[BigDaddy]

Hi Daniel,
I have been in contact with the player and it appears that their is a rather unique situation here. The player (Marian) is a twin with her sister (Nancy) and they are both players at Golden Cherry and have both won money at the casino. They have assured me that they do not live together and have separate accounts with the casino. After reading their emails I'm hoping the fraud department will come to an amicable decision.

Rick

From Marian,

My sister is the one that originally started playing on this casino...that is how I found out about it. We both were playing on it...maybe that is what confused them??? But I can't believe they have never had two family members playing at the same time. We do not live together either.. so its not a matter of having two accounts at one house. I first won like $7600 ..then a day later or so she actually won $10,000 on video poker by hitting the 4 deuces and a joker. I continued to play and got it up to $10,000 on various slots and video poker. We both began the withdrawal process and thats when they shut us both down and refunded our money. I thought my sister had contacted you as well because I told her about you guys. I still see nothing fraudulent about two family members playing on the same casinos. We both had to submit various documents before withdrawing....we are twins....did that spark something??? We each use our own debit cards. Obviously we have the same birthdate but like I said we do not live together. We both provided our documents reflecting each of our addresses. My sister as well has been playing on line for years....both of us on the same casinos...winning at the same time but never had any problems with it!!!!

From Nancy,

Hey Rick!
Thanks for responding! Marian is my sister and we DO NOT Live together. We BOTH won money on Golden Cherry. I started playing on it first and told her about it.
I won $10,000 but had tried to cash out $8,000. I withdrew the first $4,000 at $500 a day for 8 days....after that they locked me out of my account.
They redeposted what they claimed was any money we ever put on their Casino and wouldn't talk to me after that.
Marian also won money .....sorry to have confused you, however, we both have been playing online for years with other Casinos and have withdrawn several times without any problems!!!
Thanks so much for your help in this matter...I have never NOT gotten paid.
Nancy

From Nancy,

THANKS AGAIN......I was stunned when Marian told me they are accusing us of FRAUD??????? Unless being "twins" makes us criminals I cant even imagine what they are talking about??????
Rick if you make any progress I would be so grateful!
Nancy

From Marian,

NEVER!!! We both play at our own homes with our own accounts on our own debit cards!!! Like I said we know better to ever play using the same account id or login...experienced gamblers...lolol! I just talked to Nancy ....thought she followed thru with you guys...apparently she has been trying to deal with the casino.... Im thinking the twin thing maybe confused them????/

[BigDaddy]

- This statement is not correct....

I think they were speaking about their online gambling history and not specific to Golden Cherry.

[danielg]

Hi Rick,

Since you are between the players and the casino- To clear things from our end:

Yes, we know that they are sister twins and no, they are not blamed for that

I think they were speaking about their online gambling history and not specific to Golden Cherry.

-Me too.



They were indeed contacted by our fraud department, spoken on the phone, but refused to answer questions that they were asked.

All that said: I think that we reached the best possible solution for all sides: both players will be paid. Unfortunately, both players will be permanently banned after that.

Best regards,

[BigDaddy]

Hi Daniel,
The players have confirmed that the casino has contacted them about their payout and although they still appear to be confused about why they are being banned they are happy with the outcome and would just like to put this behind them.

Thanks for all your help in getting this resolved. Very much appreciated!

Rick

[victoriag]

I'm new to this site (as well as online gambling) and am not sure where I can create a new post? I am having issues with GoldenCherry. I had winnings of $1500, tried 3 separate $500 withdrawals...the first one finally says it went thru and the 2nd and 3rd were returned to GoldenCherry account (which I subsequently lost those winnings
But, the $500 they say on their site went thru still is not in my account on e*Trade. e*Trade informed me they could help search for the funds but they need the bank that GoldenCherry uses and a transfer # before they can help trace it here in the U.S. And, after 4 emails, I still do not have a return email from GoldenCherry Finance where I have been told to ask. Sure was easy to deposit money there...had them calling back within minutes of deposit...but now, the withdrawal end is ridiculous. e*Trade told me that the wire transfer will only come to them if I had a brokerage account, which I didn't, only an investment account. I didn't know this...so my $$ is sitting in limbo somewhere...GoldenCherry could either reverse it for me and I could try again thru another avenue or they can help me by giving me the information e*Trade requires. Can someone help me with this? I'm so frustrated at the lack of response on their end.

[danielg]

Hi,

i will check that out.

Not sure when the wire was sent, cause usually it takes a day or two to reach your account.

Please PM me your user name at GoldenCherry and I will take a look.

Best regards,
Daniel

[victoriag]

Daniel,
Says I can't send a pm because I don't have over 10 posts yet
Can I give you my username here or is that not safe?

[danielg]

Hi,

Yes, just thought about it....

Sure, don't see any problem with that.

Best regards,
Daniel