Cool Cat Casino - Player is experiencing an undefined problem.

They need to pay me

Additional comments from the player:

"I want my money"

Dear Spun81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Do I understand correctly that you’re experiencing difficulties withdrawing your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They tell me the same thing over and over again

I’ve gave them all the information just give me the runaround over and over an

What up

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? 

No they just keep tell me that the appropriate team will approve me soon or no information yet

How many days ago you've requested a withdrawal and started the account verification?

3/23/21

What up

They take my money fast but they won’t pay me my money fast

Thank you very much, Spun81, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Spun81!

From now on, I will try my best to help you. I would like to invite Cool Cat Casino's representatives to join this conversation in order to help us resolving the issue.

Ok cool cat

Cool cat

Cool cat give me my money

They said 7 to 10 days it’s been 30 days

30 days

Why are they not responding

Greetings spun81,

Thanks for your patience. I've looked into your case and it appears we have all the necessaries, I'll see what I can do to get things moving for you.

Best,

Nick and Cool Cat

Thank you

They said check back for update on 5/3/21

Hello!

We will be awaiting information about any update on the aforementioned date. I will set the timer for 7 days.

Hey all,

I've had the requested withdrawal approved, it will take a bit to register in our internal financial system but hopefully I can get it out the door for you in the coming days spun81.

Best,

Nick and Cool Cat

Cool

Set the timer

Nothing yet

Not yet

Got it

Thx

i got my money

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.