Mellouli K.
Hello Casino Guru Support,
Hello Casino Guru Support, I am contacting you because I need your help regarding a serious issue with a withdrawal from Cherry\.com, operated by Cherry Online Ltd\. I have been playing on betting and casino websites for more than 10 years, and this is the first time I have experienced a situation like this\. I would therefore like your assistance in understanding what is happening and in trying to resolve the matter\. ### What happened I initially made a withdrawal from my Cherry\.com account\. The withdrawal remained under processing for several days, and I did not receive the money in my bank account\. I contacted Cherry\.com’s customer support several times to ask why the withdrawal was taking so long\. I was told that the withdrawal was undergoing a routine/manual check and that there was nothing to worry about\. I was also told that the responsible department was working on the withdrawal and that I would receive an email once it had been processed\. Because I wanted to continue playing, I subsequently asked Cherry to return the money from the pending withdrawal to my gaming account\. The money was then returned to my gaming balance\. After that, I made a new withdrawal\. This second withdrawal is for approximately **300,000 SEK**\. Unfortunately, this new withdrawal is also still showing as under processing, and I have not received the money in my bank account\. I have contacted Cherry\.com’s customer support again, but I have still not received a clear explanation of why the withdrawal is taking so long or a precise date for when my money will be paid\. ### Contact with Cherry I have tried to resolve this directly with Cherry before contacting you\. I also contacted people connected to Cherry in Sweden in an attempt to find the appropriate department\. I was informed that Cherry Spelglädje AB is a separate company dealing with physical games in pubs and restaurants and that my issue concerns Cherry Online Ltd\. I have therefore tried to contact the appropriate online company and customer support regarding my withdrawal\. ### Why I am contacting Casino Guru I am not trying to make unfounded accusations against Cherry\. I simply want my money to be processed and paid to me, or to receive a clear and documented explanation for the delay\. The amount involved is approximately **300,000 SEK**, which is a significant amount of money for me\. I would therefore like to ask Casino Guru to help me determine: - Whether this withdrawal delay is normal\. - Whether Cherry\.com has provided an adequate explanation for the delay\. - Whether Cherry Online Ltd is handling my withdrawal according to its terms and applicable regulations\. - What steps I should take to resolve the matter\. - Whether Casino Guru can contact or mediate with the casino regarding my complaint\. I can provide screenshots showing the withdrawal status, the dates of the withdrawals, my conversations with Cherry’s customer support, and any other documentation you require\. I would be very grateful if you could review my case and help me resolve this situation\. Thank you for your time and assistance\. Kind regards, Karim



