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Cherry Red Casino Exceptional Service !!

R

RobWin

closed account
CM Veteran (10yr+)
Joined
Apr 24, 2004
Location
A Vault!
I Met The Challenge !! :yahoo::yahoo::yahoo:

I opened up a new account at Cherry Red Casino and decided to take them up on their "Slots Special Bonus" of 400% :eek2: called "CHERRYREELS"...

I made a deposit of $50.00 and received a $200 Bonus bump instantly so I had a total of $250.00 to start playing with. The bonus had a wager requirement attached to it of 20X or a $5000 Playthru on Slots Only...

Needless to say I had some great luck, really good luck actually, and managed to end up meeting the wager requirement and did a cashout for $1,150.00 and left myself my original $50 in my account to continue playing on...:D

So I go to cashout in the cashier and it comes back up and says cashout denied, you need to call customer service and send in a Faxback Form, so I called up customer service and spoke with a real friendly lady who also spoke English real good...(another plus) and she told me I could just scan and email the Faxback Form along with a copy of my Drivers License ID in and they would get them approved for me as soon as possible, so I scan the Faxback Form and email with my license at 7:51pm....

At 8:03pm Steve Brookman sends me this back...Exceptional Service there !! :thumbsup:

Dear Robert

I am happy to let you know the fax-back form you sent has been approved and any pending withdrawals will be processed shortly.

Should you have any further questions or concerns regarding our banking services, please don't hesitate to contact me personally.

Yours sincerely,

Steve Brookman
Accounts Manager
[email protected]
Click to expand...

At 8:05pm I get this from a Ms Louise Moses....again Exceptional Service :thumbsup:

Hi Robert,

Thanks for sending us the faxback form and documents.

I have processed and verified them on your account so you will be able to request your withdrawal. Congratulations on your winnings!

Please contact us if you require any assistance or have any questions.

Kind regards,

Louise Moses
Cherry Red Support Team
Click to expand...

I requested my cashin be sent back to my bank account by way of wire transfer, I will keep everyone posted on how long this process takes...hopefully everything will go smooth and fast like the rest of their service has been so far...:thumbsup:

Now if the rest of the RTG Casinos would get their act together like Cherry Red is operating there would be no need for a Rogue List here...

So here are a few pics of what I had hit to get my balance built up enough to meet wager requirements and complete my cashout !! :notworthy
 
Last edited:
Congratulations Rob on your win.:)

The customer service you received from Cherry red is the exact same as I had received from their sister casino Rushmore.

Imo, they are a great organization.
 
chayton said:
OH JEEEEZ - are my eyes deceiving me or were you only betting 5 lines on all those winning screenies...????!!!!!

How on earth do you manage to do that? BAH!!! As soon as I don't bet on every stupid line something great shows up on a line I'm NOT betting.
Click to expand...

Yes, you saw it correctly chayton, only 5 paylines, so the luck was even more intense in that aspect !!
 
vinylweatherman said:
What's up with those Random Jackpots:confused:

Rushmore had HUGE values, but Cherry Red seems to have very low values, even for a "normal" RTG casino.

Can it be that the parameters of the slots are different between the two?
Click to expand...

Good question Vinyl, I was also curious about the same since they were all down around that range and I kept opening and loading but never could find one even close to what they are at Rushmore...but it did seem like they were also more loose than the ones at Rushmore too...probably just my imagination though since I was having some winning spins !!
 
EasyRhino said:
Cherry Red is still fairly new, how long does it take to "build up" RJ amounts?
Click to expand...

I would imagine that would depend on how big the customer base is and how much play time each random gets in a day, week etc., from all the players...I would think that once the customer base is built up quite good and there is a steady stream of wagers then the slots could be set with higher minimum restarts that are comparable to Rushmores...JMO
 
I also forgot to mention that from the moment I cashed in until I could No Longer Reverse my withdrawal was only about 2:45 minutes...that is definitely one of my pet peeves in online gaming as I have always believed that once you hit that cashout button there should be no temptation dangled in front of the player to go back and reverse and then end up losing your cashout win...So here again Cherry Red Casino and the player are both winners because I will continue to go back and play at this casino now knowing what kind of service they have given me...:thumbsup:
 
Congrats on the win!
One note though. Just be prepared that you will only get 950$, as the 200$ will be removed upon processing the withdrawal. They have the same confusing statement as Rushmore does in the T&C for this coupon: "At the time of a cashout the amount of the bonus will be deducted from the balance". In fact it will not be removed 'from the balance', but it will be removed from your withdrawal request of 1150.
I believe it would be much clearer if the approved withdrawal would equal to the amount actually sent, and the bonus would be really deducted 'from the balance', and not from the request.
 
gerilege said:
Congrats on the win!
One note though. Just be prepared that you will only get 950$, as the 200$ will be removed upon processing the withdrawal. They have the same confusing statement as Rushmore does in the T&C for this coupon: "At the time of a cashout the amount of the bonus will be deducted from the balance". In fact it will not be removed 'from the balance', but it will be removed from your withdrawal request of 1150.
I believe it would be much clearer if the approved withdrawal would equal to the amount actually sent, and the bonus would be really deducted 'from the balance', and not from the request.
Click to expand...

For me, if the withdrawal request was for the entire balance, then the bonus was deducted from the withdrawal.

If the withdrawal request was only for part of the balance, then the bonus was deducted from the remaining balance.

This is based off my limited experience of one withdrawal of one type, and one of the other.
 
If they Will consider offering neteller as a deposit and withdrawl option I will be there =)
(I do not wish to deposit with creditcard since they do not offer teh withdrawl that way, and I do not use/own a moneybookers account..)
 
Neteller

Marie2473 , the good news is that we are in the final stages of setting up Neteller with both of our casinos, so we are expecting it this week or next to be up and running for deposits and withdrawals.

We also have EwalletXpress already in the cashiers of both casinos for deposit and withdrawal.

All the best, ;)

Louise
Rushmore and Cherry Red Rep.
 
RobWin said:
I also forgot to mention that from the moment I cashed in until I could No Longer Reverse my withdrawal was only about 2:45 minutes...that is definitely one of my pet peeves in online gaming as I have always believed that once you hit that cashout button there should be no temptation dangled in front of the player to go back and reverse and then end up losing your cashout win...So here again Cherry Red Casino and the player are both winners because I will continue to go back and play at this casino now knowing what kind of service they have given me...:thumbsup:
Click to expand...


Wow! That's unheard of. Was this for the bank/wire transfer withdrawal method?
 
Louise, I read in terms and conditions that a faxback was necessary. I would like to play here, can you send a link to your faxback download as I would like to submit this before I deposit.

If I scan the faxback can it be emailed as an attached document?

Thank You
 
catrina m said:
Louise, I read in terms and conditions that a faxback was necessary. I would like to play here, can you send a link to your faxback download as I would like to submit this before I deposit.

If I scan the faxback can it be emailed as an attached document?

Thank You
Click to expand...

I did and they accepted it an hour later.
 
catrina m said:
I have sent in the faxback, but I did not include my credit card as use my wallet is the preferred method for me. Is this OK?

My 3Dice withdrawal from Saturday night was in my QT account Sunday morning and in my bank account Tuesday morning. It doesnt get much better than that.
Click to expand...

It was OK for me since I didn't use a credit card either...
 
Rob, you must have the magical cashout elves working for you.

I had created my account a couple of weeks ago, but had my first win this last Friday. Had to send in a faxback before I could even enable quicktender withdrawals. Requested it on Sunday, it processed after 2-3 days, but then I see that any more withdrawal capability is disabled again, and I just got a request for another faxback form.

The elves hate me.
 
Hi EasyRhino,

The faxback form sending is a one time process, so if you've been able to withdrawal previously, you will not need to send it to us again.

I am aware that an automatic email is sent to players when they go to request a withdrawal, which notes about the faxback form, but this part of the email is just to notify people that haven't already sent in the form.

I am in the office tomorrow night, so please PM me your username and I will look in to it for you.

Alternately, I recommend that you perhaps go to the live chat or call the toll free number to ask a member of CS who will take a look at your account and let you know exactly what's going on.

All the best, :)

Louise
Rushmore & Cherry Red Rep.
 
Hi Louise, I do not seem to see anything about the time frame of getting the faxform approved. Would you mind telling us? I sent mine in last night (around 9ish I think) and I checked this morning and I still couldn't withdraw. I also looked for a cashout time frame...I must be having a really serious blonde moment here lately , but I could not find this either...is it 24 hours, 48 hours etc?

With Inetbet and Clubworld withdrawals that are so quick (within 24 hours) we, as gamblers, definitely are spoiled with these RTG casinos...but having to wait so long for a withdrawal with another RTG would pretty much make me think twice in my playing there too much...as much as I like your casinos (Rushmore and Cherry)

Don't you guys realize the quicker we get the money, the quicker we can redeposit :D:thumbsup:

Sorry to all if this all has been answered...but as I said...I must be having some kind of a really bad day..:eek::rolleyes:
 
fax back form

I certify that the electronic media record of my transaction held by Cherry Red casino shall be used as the final determination to resolve any dispute I may have. I clearly understand it is my sole responsibility, if applicable, to report my financial information to my respective Government, Customs, or Tax jurisdiction. I acknowledge that I have read all the information contained in The Casino Online license and agree to follow by all the rules, terms, conditions, and agreements therein and as amended from time to time.



(Complete one form for every credit card you have used at Cherry Red casino)



After the form is completed and signed, fax to:



Fax: 1-888-237-2880





Name (as on account) _________________________________________Username______________

Address Line #1 ___________________________________________________________________

Address Line #2 ___________________________________________________________________

City _____________________________________State ___________________________________

Zip/Postal Code ___________________________Country _________________________________

Home Phone (_____ ) ______________________Fax ( _____ ) ____________________________

Work Phone ( _____ ) ______________________E-mail___________________________________

Date of Birth _____ / _____ / _____ (mm/dd/yyyy)





Type of Card: ____________________________________________________________________

Credit Card Number: ______________________________________________________________

Expiration Date: ____ / ______ (MM/YYYY)

Name as shown on card: ___________________________________________________________

Bank Name ______________________________________________________________

Bank Address____________________________________________________________

Bank Phone ( _____ ) _____________________________________________________

ABA/Swift # _____________________________________________________________

Account name: ___________________________________________________________

Account number: _________________________________________________________



Also remember to fax together with the fully completed form a visible copy of your drivers license or passport, a legible photocopy of your credit card (both sides) and a copy of a recent utility bill (telephone, gas, electricity).



*Please accept this as authorization for the Cherry Red casino, to draft the above listed credit card and continue such authorization until I notify Cherry Red casino and the bank listed in writing.







Signature ____________________________________________ Date ____ / ____ / ____


Couple Questions about the fax back form

i get the first part name address phone date of birth

2nd part

card type i use prepaid credit cards mastercards
bank name and address account#
whats this for??
they want my banking info??
why ..
iam not using my bank account
If iam lucky enough to win
i will accept check or deposit in MoneyBookers..

is that fine

this is all new to me and just not sure what info is needed to be accepted .
thanks for your help..
 
Cherry Red

After reading the positive comments about this casino, I have played there too.
Their support is very very poor.

Because I wanted to make a withdrawal,I have sent faxback documents by e-mail to their Support yesterday at 3.30PM, asking them to confirm the receipt of these documents in good order.

Because I got no reaction at all, I have sent another mail 2 hours later and asked them if they did receive my e-mail.

This morning I found this e-mail in my inbox.

Hi xxxx,

Thank you for contacting Cherry Red. Here in the Casino Support mailbox, I am unable to see mail that you may have sent to other departments. If you sent the e mail to a different address, then that specific department should respond with a confirmation within 24-48 hours.

Should you have any further questions, please feel free to contact us at any time.

Regards
Chadwick Hayes
Cherry Red Casino

I did send my e-mails to their Support and not to other departments.

Why did it take 8 hours to give me this answer, with no information at all?

I have send a PM to Louise yesterday evening and another one this morning.
I wonder when I will get an answer on these??

I cannot agree with the title of this thread, on the contrary!!!!
 
Their support is very very poor.
Click to expand...
I too am getting a little antsy with them...I still have not received my withdrawal from Rushmore since the 5th (it is now the 8th)and got another email saying give it another 48 hours because of the weekend...(no excuse IMO) the can take money but can't return it? What's up with that..

And my faxback forms have been at Cherry Red for 48 hours and I still can't withdraw any winnings from Cherry....The support phone numbers are the same so if they get one they have the other...(faxback forms)

I also sent an IM to Louise (yesterday), an email to support, phoned twice and they said accounting comes and goes when they please, they have no set time (their words not mine when called) and they might come in today (yesterday) since they haven't been in for a while because they have a back log of withdrawals to process.

I guess they decided not to go in...:mad:
 
I also emailed my faxback and asked them to confirm it was received, I did not get a reply (and yes I waded through my junk email looking) .

I will not deposit again until I get confirmation, and I doubt I will even if I do because they don't seem to care enough to answer emails.

Pay some support that knows what they are doing.
 
Hi all,

As accounting do not work on the weekends, this is why if you sent at 9pm on a Friday night, they will not have been processed yet.

Because of this reason, I work on Saturday nights, so can assist in processing faxbacks during the weekend.

I will be in the office later and will address everyone's issues and fix it all!

Kind regards for now,

Louise
Rushmore & Cherry Red Rep
 
Hey all,

So, I am in the office and am taking care of my PM's (for all those who PMed me!).

The time frame for faxbacks to be approved is a maximum of 48 hours, but that is max! It really does depend on the time and day they are sent as to how long it can take. The end of week/weekend does take the longest time to approve in general. I am only assisting in the approving of faxbacks, so am trying the best I can do. I have passed on concerns about the speed of approving/sending of withdrawals to the accounting manager, who takes care of this.

We are working towards a 24 hour time frame, as of course, we understand the importance of a quick turn around.

So thanks to all of your for your patience and again, if anyone needs assistance, don't hesitate to contact me.

All the best, ;);)

Louise
Rushmore & Cherry Red Rep.
 
Cherry Red

I don't know about the customer service but these slots are tighter than Kelsey's **** . I have made three deposits here in the last week. The first I didn't see the 400 % initial bonus hidden on the promo page so I took the 100 % initial bonus on their home page (my mistake) and actually met the wager req's. and got decent game play. I never achieved a high enough amount to even consider a cashout before busting and looked forward to the return trip.
Second deposit another 100 % bonus, wagered the entire amount ($100) on 20 cent spins and never hit nothing. Wiped out in an hour over 1000 spins with no game play at all. The slots were so tight I had to ask live support if they were working correctly as I never seen a run like that on RTG slots.
Then today so far $120 starting bankroll in less than an hour already I'm down to $60 . I had three wins over the amount I wagered , one for $11 ,and two misc. $1 payouts out of over 300 spins. Total bonus rounds all games, ZERO. Something is not right here and when I ask live help they just laugh, tell me better days are ahead, and throw lucky fairy dust my way.
What a JOKE!! There must be better RTG's out there.
 
Just a followup with my technical difficulty in the Cherry Red cashier in requesting a Quicktender withdrawal.

After stumping 2 live chat CSRs, and two email CSRs, one of which was Louise (hi Louise!), she forwarded the email on to some tech nerds, and got the issue resolved to my cashier is working again to request quicktender withdrawals. Took almost a week to get fixed from when I first noticed the problem, but it looks like it's fixed now.
 

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