Cool Cat Casino - Player believes that their withdrawal has been delayed.

Yes cool cat casino is horrible 7 days for a freakin but coin withdrawl?? Why?? I wanna know why?? Why can bitsstarz withdrawl in minutes but u can’t! U can take my money with no issue right?? No security check on that just if I take your money but u take mine no problem STAY AWAY THIS IS THR WORST CASINO IVE EVER PLAYED THE LIVE CHAT IS USELESS ALL THEY DO IS SEND YOU ANOTHER COPY OF THE RULES EVEN THOUGH THE

Dear Klye,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Yes I was just showed it was approved no there sayin it is isn’t can u get me my money please I win fair and square turned in all my security clearnce was cleared then it’s showing approved then it got denied I was told to rest assure 6 days ago a rep said I would get my money for sure in a live chat then while having a discussion moments ago the agent ended the chat out of the Billie ! How professional!?

Dear Klye,

Have you received your withdrawal from the casino yet?

no I have not

Thank you for your reply, Klye. Have you made any successful withdrawals before? Do I understand correctly that the casino has not requested any documents to verify your identity? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yeah won it on a free bonus I was told that I sent in all the proper identufactuon forms

Thank you very much Klye for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Klye

I'm Michal and I have taken over your complaint. I have reviewed your case and have some additional questions. Did you claim any other bonuses from this casino before? Have you fulfilled the wagering/play-through requirements of the bonus to be able to request a withdrawal? Have all the documents needed to pass the KYC process been approved/accepted by the casino and are you basically only waiting for the funds to be transferred to your bitcoin wallet?

Dear Klye,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I need my money why are u guys taking sooooo long I played on a ndb and won they said it would be processed it was not yes my identity is verified and no I didn’t make a deposit they said I was good in live chat then took it away can you do your job instead of asking me the same question 3x from three different people it’s a pretty simple situation to explain

Dear Klye

Thank you for confirming the information. Please understand sometimes we need to ask additional questions to better understand the situation, also we were waiting for your reaction, so if you would answer earlier your complaint might have been resolved by now.

With this being said I will contact the casino to shed more light on this.

We would like to invite Cool Cat Casino to join the conversation.

Dear Cool Cat Casino,

Can you please provide some information regarding the player's long withdrawal?

Greetings all,

I had a good hard look at the situation and I can't locate any documents submitted under the email address registered with the casino (also registered here in casino.guru as well incidentally). It's possible you submitted from a different email box Klye but unless it originates from a registered email it's difficult to locate even manually as I have attempted to do.

Nonetheless, the requested withdrawal was denied due to a lack of account verification and the requested balance was placed back into the account. I can see that you cashed an additional free chip on top of that balance Klye and played with it creating a twofold situation, one being mixing funds (when you have two different balances mixed together so you can no longer separate them) and the second violating the rule in our terms and conditions (and the chip itself) regarding the cashing of multiple free chips without a cash deposit in the middle.

Unfortunately due to the multiple chip rule and not being able to extricate one balance from the other when you requested an additional withdrawal after playing the 2nd chip the request was denied.

That's where we're sitting right now.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Cool Cat

Dear Klye

Can you please comment on the above response from Nick of Cool Cat Casino?

Dear Klye,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Klye

As we haven't had a further response from you we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal