Cool Cat Casino - Player has been accused of opening multiple accounts.

When I tried to withdraw, it was unilaterally refused because I could not withdraw because you had multiple accounts.

I don't remember creating multiple accounts.

Dear shinya252554,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Do I understand correctly that your winnings were accumulated from a free bonus purely?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I remember my wife used to play at the same casino using my smartphone. I warned my wife, but she didn't stop.

However, the problem is that if you have multiple accounts, you can just freeze or suspend them, and they will send you a birthday bonus, so this kind of problem occurred.

I'm truly sorry but if your wife opened an account from the same device and you won through a free bonus only, it will be very difficult to convince the casino that you are entitled to your winnings. Please understand that in the majority of online casinos, each bonus is available just once per household. Could you please advise if your account was successfully verified in the past and if you deposited any real money to accumulate your winnings. Thank you in advance.

I have not made a deposit.

Your coolcatcasino account has been frozen.

It's a terrible casino.

Dear shinya252554,

Please understand that if your winnings were accumulated through a free bonus solely, much less would be approved for a withdrawal as there's a maximum cashout for each free promotional offer. Please check the general bonus terms and conditions:

"No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

Additionally, in the majority of online casinos, each bonus should be redeemed only one time per household. We always try to help players if it's obvious that each family member played from a separate device, using their own funds to accumulate winnings, but unfortunately, in your case, no real money has been deposited and the same device was used. Please understand that it would be very difficult to confront the casino and prove that it was really you who played. For future reference, I strongly advise checking with the casino beforehand if you are entitled to play and create an account if your wife registered already.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The maximum withdrawal is $100, but you cannot withdraw even $1.

Because my account has been frozen.

My account was reopened, but I only had $0.20 in balance.

Have you been advised why your account was reopened but the balance was confiscated? If there's any relevant communication, please forward it to petronela.k@casino.guru. Thank you in advance.

Dear shinya252554,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.