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GoldenCherry ~ Cashout Difficulties

Discussion in 'PROBLEMS - LET US TRY TO HELP' started by 73kdub, Sep 24, 2014.

  1. 73kdub

    73kdub NEW MEMBER

    My Casino Username is 73kdub,

    The website lists Withdrawal options for the US as "WIRE TRANSFER" and no further detail is available. When I submitted my verification docs, I got a response back from anna@goldencherry.com which stated:

    Please note that we cannot send funds to a prepaid account at the moment.

    Please provide us with the following bank details for an account in your name, opened at a bank which accepts international transfers.

    Bank Name: ABA Routing: Acc. Holder: Acc. Number: ACH Number:

    When we receive the bank details we will happily approve your faxback form.

    Thank you for your cooperation.

    Kind regards,

    Anna Butler

    Finance Department

    Ok, so I explained that I did not have a bank account in my name that accepted international transfers, Could she give me any alternative options available. She reply's back with the exact same response. So I respond with with my info for my ewallet account that accepts international transfers, and requested that they please use that account as an alternative withdrawal option as it does accept international transfers. Anna again reply's with the exact same response. I need to add that the response time is about 5 days for each. At this point I'm just wanting some explanations as to why they won't wire to my ewallet or us western union so I contact Live Support and Here is the conversation:

    16 : 53 : 34 (Karen M): Jennifer, hello

    16 : 53 : 38 (Karen M): HOw are you?

    16 : 53 : 49 (Me): HI Karen, pretty and you?

    16 : 53 : 55 (Me): good

    16 : 55 : 12 (Me): I'm just trying to find out if wire transfer to a bank account is the only withdrawal method available?

    16 : 57 : 25 (Karen M): Jennifer, yes, the wire tranfer is only one availbale method for withdraw

    16 : 59 : 14 (Me): Can I ask why you are not able to send a wire transfer to my ewallet account?

    17 : 01 : 30 (Karen M): Well, you see, the reason is that you can use only this nethod for withdrawal

    17 : 02 : 22 (Me): It is an account in my name and verified, the only difference when sending the wire is that the account holder of the receiving bank is the ewallat association, and my ewallet account number is referenced, Why can't you do that?

    17 : 03 : 39 (Karen M): There is a certain procedure for withdrawal and you may check it by yiurself on our website

    17 : 04 : 07 (Karen M): And you can see the withdrawal methods that are availbale for your country

    17 : 05 : 02 (Me): I have and your website gives no information at all on withrawal options

    17 : 05 : 39 (Karen M): As I hav ejust told, we send money for players from the USA vi wire transfer

    17 : 08 : 08 (Me): I'm sorry yes it does list Wire Transfer as an Option and thats it no other info, That's somewhat misleading because you can send wire transfers through western union and moneygram but it doesn't specify, it should state wire transfer to a us bank account in your name on your website.

    17 : 09 : 22 (Me): Is there a manager I can speak with about this because I'm not getting any answers I'm just getting the run around.

    17 : 11 : 28 (Karen M): Jennifer, as I have just told you, the only method you cam use for withdraw is a wire transfer

    17 : 13 : 04 (Me): I get that, but I want to understand why you will only wire it to a checking in my name and not to my ewallet or western union?

    17 : 15 : 29 (Karen M): Jennifer, there exist some terms and conditions which we follow and among them the withdrawal methods that we accept

    17 : 16 : 13 (Karen M): And according to this, the only one method that is available is a wire transfer

    I just want some answers, I'm a depositing player and I have met all the bonus requirements. I just want my $150 that I won fair and square, if they don't have any intentions of paying just say so and quit wasting my time.
    Last edited by a moderator: Oct 29, 2014
  2. Mben

    Mben No Deposit Forum Administrator Staff Member

    RE: GoldenCherry ~ Won't pay & No explanation

    73kdub, Welcome to the forum, first of all. I will send your issue to the rep to see how you can receive your winnings. "
    I have to play devil's advocate though and say that it is up to the player to do their homework when it comes to choosing which casinos to play at. Having a withdrawal method that is suited for the player specifically is a huge criteria and finding that out is a part of the homework. I only play at casinos that I know have a viable withdrawal option for me. "
    I will get back to you as soon as I hear from the rep and hopefully with a solution so you can receive your $150.
  3. 73kdub

    73kdub NEW MEMBER

    RE: GoldenCherry ~ Won't pay & No explanation

     I've only deposited once there actually and it was awhile ago.  I appreciate your help, and yes I agree it's the player's responsibility to do there homework & make sure they have read all the fine print.  The winning's I'm trying to collect came from a no deposit bonus, I've met all the wagering requirements and I have made a deposit in the past.  The Casino website as well as the Casino Cashier is full of detailed information on all the different payment & deposit methods to fund your account, But When you click on the Withdrawal info page on there website the withdrawal option for US Players is  WIRE TRANSFER & that's it no more info available any where (believe me I looked).  I don't know about you but when I see Wire Transfer I associate that with Western Union money wire or Moneygram,  Nope They will only send wire transfers to a bank account in your name that accepts international transfers.  Why don't they volunteer that information on there website information page?  I just would like a further explanation as to why they are not able to wire to my ewallet or send it western union.  The response I get Every time We can only send withdrawals to a bank account in your name that accepts international transfers   I GET IT, I'M NOT STUPID!  :angry:  I'd rather the agent just say I don't know  quit giving me the run around and wasting my time!  :bonk:  Thanks so much for your help! :roll: 
    Last edited by a moderator: Oct 26, 2014
  4. Sookie

    Sookie Mother of Cats

    RE: GoldenCherry ~ Won't pay & No explanation

    I'm sorry you have to go through this 73kdub. I understand how frustrating and disappointing it must be.  Now that being said, like Mben I have to play devil's advocate as well. When a casino is willing to send a wire transfer via Western Union, MoneyGram or eWallet, they list Western Union, MoneyGram or that eWallet as an option, not simply Wire Transfer. When I see Wire Transfer as the only option my first assumption is that it is meant as a Wire Transfer to your bank account. Even having a bank account in that situation may not be enough as you would also need to be sure your bank account accepted international wire transfers.I say none of that to criticize you or put the blame on your shoulders but as a distinction for other members reading this who may find themselves in the same situation in the future.I hope Mben is able to find an alternative for you with the rep. So for now don't give up just yet. And I do get that the part that is upsetting is being told the same thing again and again rather than the explanation that you have asked for, I've been through that myself it's the worst, It gets me so mad! 
  5. Mben

    Mben No Deposit Forum Administrator Staff Member

    RE: GoldenCherry ~ Won't pay & No explanation

    I have not heard fro the rep yet. Will let you know when I do. Hang tight, 73kdub.
  6. Mben

    Mben No Deposit Forum Administrator Staff Member

    RE: GoldenCherry ~ Won't pay & No explanation

    73kdub, the rep is going to contact finance to see about an alternative cashout method for you.
  7. 73kdub

    73kdub NEW MEMBER

    RE: GoldenCherry ~ Won't pay & No explanation

    I thank you for all your help, and advice.  I guess if nothing else it will be a valuable learning experience.:roll:
  8. Mben

    Mben No Deposit Forum Administrator Staff Member

    GoldenCherry ~ Won't pay & No explanation

    73kdub, Per the rep, because of the state you reside in, a wire transfer to a bank account, not an e-wallet, is the only way they are able to pay you. They can't even send you a check. Is there anyway you can open a new bank account somewhere that will accept int'l wire transfers and provide them with that account info?
  9. 73kdub

    73kdub NEW MEMBER

    I'm not able to open a bank account due to a few past issues in my credit file, believe me I've tried.  I don't understand why they can't make an exception and transfer it to my ePayments association eWallet account.  I am a member of the ePayments Association which is the Account holder of the receiving bank so, They just need to reference it to my ePayments membership number.  I guess that's what they mean by third party bank, but what differnce does it make because the bank isn't located in the U.S. anyway.   Oh well I guess it is what it is.  Thanks for taking the time to help me out, I really appreciate all you've done!  :thankyou:
  10. Mben

    Mben No Deposit Forum Administrator Staff Member

    You're welcome, 73kdub. I am sorry I couldn't help you with a workable solution though. :(
  11. Mben

    Mben No Deposit Forum Administrator Staff Member

    I just wanted to let you know that I finally received my withdrawal yesterday, WooHoo! They used an outside payment processor which could make the deposit via ACH transfer instead of an international transfer. I want to thank you again for your help, after you contacted them they were very helpful. Thanks so much![​IMG]
  12. Sookie

    Sookie Mother of Cats

    A happy ending after all. That's great 73kdub, congratulations!
  13. Mben

    Mben No Deposit Forum Administrator Staff Member

    This is the best news I've heard all day, kdub!

    I'm glad they kept working with you. I'd figure by now (as with a lot of players), you'd have given up. Glad to hear that was not the case!

  14. 73kdub

    73kdub NEW MEMBER

    :bonk:He we go again....so here's the deal
    I claimed my bonus, met the play through, in which then the actual bonus was removed leaving me with a cashable balance of $250 which was the max cash out allowed for that bonus. Yes I made sure I read the coupon t's & c's & everything in between. So I requested my withdrawal in the form of wire transfer (the only option). I actually have an account that accepts wire transfers this time too, so that wouldn't be an issue. I get the confirmation they have received my request so now I wait, about 20 days later I log into my casino account only to find the $250 back in my account balance, I never received any notice of any kind that my withdrawal had been denied. So I thought possibly because I hadn't actually sent the faxback form with my new bank account details prior to requesting my cash out, was the reason for the denial. I had actually sent my updated bank info to add to my file like within a day of requesting my first cash out, so all my verification docs are current and up to date. I had emailed Anna also asking if she could look into why my cash out had been denied but received no reply. I try once again to request a cash out via wire transfer, received confirmation that my request had been received so I wait again. Same thing again, about after 20 days I check my casino account only to find my second attempt was denied with no email to or any notice telling me it had been denied.

    So today I contacted Live support to inquire about my failed cash out attempts and just to verify that I was actually eligible to withdraw the $250 or maybe I had overlooked something in the T's & C's. Patrick was the name of the operator who assisted me, and he confirmed that I was eligible and there would be no reason why my cash out should not be approved. So I then asked Patrick if there were any further details as to why my previous cash out attempts had been denied, He said he would be more than happy to check on that, if I could hold just briefly. After about 3 min he informed me that my wait time may be longer normal due to the large number of Chat Sessions in place or something like that, Ok no problem. after five minutes of waiting I get this reply stating something to the effect That per Casino Management my account is being reviewed and could take up to 90 days. They will inform me when they have completed the review. I don't know why I didn't save the chat transcript, but anyway, I had heard they were doing this to make sure no chargebacks were made but I haven't made a deposit for over 6 months so how could I claim a chargeback. Management must be delusional if they think they will ever see another dime of my money, they so be blacklisted! Really I'd be content with the situation if I were just given a more exact detailed explanation, Ok I've said my piece plus some I'm done now

  15. Mben

    Mben No Deposit Forum Administrator Staff Member

    I'll send your username to the rep to see if she can get you more information, 73kdub.

    Sorry your having issues with them again.
  16. 73kdub

    73kdub NEW MEMBER

    That would be great, Thanks for all your help! :thankyou:
    Mben and Sookie like this.
  17. krystalkitty

    krystalkitty Greedy Gambler

    "That per Casino Management my account is being reviewed and could take up to 90 days"..................What a crock of crap:( That is what those d@mn RTG's like to do so they think you will play it all back and not have to pay you! ""My OPINION" of course:)
    73kdub and Sookie like this.
  18. Mben

    Mben No Deposit Forum Administrator Staff Member

    kdub, I had emailed the rep that day I posted saying I would.

    I've sent another just now asking if she received it because I realized that I never heard back from her about your cashout.
    73kdub and Sookie like this.
  19. 73kdub

    73kdub NEW MEMBER

    :yourock:Ya'll must be magic or something! I went ahead and Requested a withdrawal again on Sunday Dec 28, I got an email on Monday Dec 29 informing me that my request had been approved. Today, Dec 31 I found $250 in my bank account! What's the deal with these guy's, I don't get it. I would play at there casino all the time if I new I could count on that kind of service without having to go through you guys to get it. I'm just wondering if the rep might have any explanation as to what the issue was and why?

    :thankyou:Once again, Thank you so much taking the time to help me out!
    Mben and Sookie like this.
  20. krystalkitty

    krystalkitty Greedy Gambler

  21. Sookie

    Sookie Mother of Cats

    :banana: Enjoy your win 73kdub!
    73kdub likes this.
  22. Mben

    Mben No Deposit Forum Administrator Staff Member

    I'm so happy you got your winnings, kdub!

    I did not get a reply from the rep regarding my last email to her so I have no insight as to why your account went under review. But from what I know with other members who have had this happen, the reps cannot tell me exactly why finance flags accounts to review. Procedures like that are under their sole digression.

    I don't want to encourage you to continue playing at GC only because of this issue, but if you do, continued good luck to you!
    73kdub and Sookie like this.

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