Cool Cat Casino - Player is unable to withdraw her winnings.

I won $5000 on the 28tn. I know I have not waited the full time but I desperately need my money early due to a family emergency. I am no longer allowed to get my $ through coindraw as I was prior bc I am no longer a VIP customer. I shocked when the VIP status was taken from me and was basically told on the chat that I was taken off everything bc I was winning I cannot get anyone in chat or to get anyone on the line with me waiting on the chats.

Dear Ehop1009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if you currently have a pending withdrawal, or if you have not been able to request the withdrawal at all? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Best regards,

Kristina

Yes, I have been able to make withdrawals before, but now for some reason I can only make Bitcoin or check withdrawals, no coindraw withdrawals. No email or any correspondence was sent about it. A week or so ago was the last I was able to get anyone on chat and that’s when they told me I could no longer withdraw due to my VIP status being gone (I was beating the casino and they took it away. I have a screenshot of a chat operator actually saying that) but blamed it on the computer system automatically doing it. I need what I have won desperately right now. There’s been an issue with my job (I no longer have it) and my husband’s pay was messed up at his job (he is in the military and they messed his salary pay up so bad we have $12 to live on for the next 15 days and then we will get another $12 cause they said it would take a month to figure out what happened and fix his check)

I have to feed my family and keep my lights on. My husband is in another state right now for training.

I will added the amount if more than $5000 now. I need it all to support my family and there was not a dime contributed extra to this amount.

Thank you very much for your reply, Ehop1009. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Casino is denying my winnings. Said I used a bonus code that was a 10x deposit winnings. I never do this. I always use no max codes and even after I win I had 2 chat operators congratulate me and say they saw no issues with it but all of a sudden now when it’s payout time I’m denied it and only given $690! This is not right. I never do those bonuses. On any casino becausei you never know what you could win. Why limit myself. I also find it odd two other operators saw nothing wrong.

This casino has continued to do unethical practices with me and find things "I’ve" done when comes time to pay. Defiantly will not recommend them to anyone

Which bonus code did you activate? Please, post here a screenshot of your bonus history. Additionally, I still have not received any emails from you. Please forward all the relevant communication between you and the casino so that we can proceed with this complaint.

I did not get notification of this update or I would have gotten back to you sooner. I just screenshot my transaction history. The code they said I used did not sound familiar to me and I was not even able to save any of the chats before they cut me off each time, which I find very odd. I also don’t think that this would have been a code that would have been redeemed for $69 I think it would have had to be like $70 to get a bonus. This is just extremely off to me. And they usually always put the money back in your acct if what you have requested is invalid. They didn’t do this.

This is the only chat I can find that I asked about.

And we need to change the amount to what I won to 15000

I checked the General T&Cs and I found this:

"8. Maximum Withdrawal (Cash-out) Rules: Maximum withdrawal amount is determined solely by the amount of the deposit. e.g. if the Player deposits $100 and uses a bonus with a 10x maximum withdrawal limit, then the maximum amount that may be withdrawn is $1,000."

This means that any bonus you activate by making a deposit has a withdrawal limit of 10x the value of your deposit. Do I understand correctly that you deposited $69 and the casino reduced your winnings to $690?

that’s what they are saying. I’m saying I think they changed the code or the terms of the code after such a large payout was won because if I deposited that much money I would not have limited myself. I never do 10x codes. I always do no max cash out. You can see from my history.

Now the casino is giving me the run around about even paying the $690.

I see that you often use various coupons. Could you please clarify which one you used to accumulate these winnings? Also, I would like to kindly ask you to provide more details regarding the "run around". Did the casino refuse to pay these winnings?

Dear Ehop1009,

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.

The casino said I used 190Night but I don’t even remember what that coupon was even about. I usually use a no max cash out because I don’t want to not be able to take all winnings if I get a large amount. I think the $69 deposit for me is very odd as usually I do an even number and usually $30 deposits. The promotions change often so I am questioning the validity of the coupons now rules. At no point in time did any chat operator say that my winnings were not valid and congratulated me more than once. I had no reason to believe that of all the withdrawals I had to request that I would be getting less than half of one. How the chat operator tried to explain it to me didn’t even make sense because her numbers were way off and she couldn’t even tell me what the coupon said. I was not allowed to speak to a supervisor and every time I was cut off chat I could not get back on even after waiting 1-2 hrs at a time.

Thank you very much, Ehop1009, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Ehop1009,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Cool Cat Casino to the conversation to participate in the resolution of this complaint.

Thank you Peter. This was money that was counted on and I had no reason to believe I was not going to get and the fact they wouldn’t even let me talk to a supervisor and wouldn’t let my chats connect anymore were like they were hiding something. Even if I can’t get the full $15000, I feel I’m entitled to way more than $690

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

That won’t help me very much.

Hi Ehop1009,

I wanted to give Nick one last chance because he usually always responds to complaints. I also gave him a nudge on Skype but, unfortunately, it didn't help. I'm afraid there is not much that can be achieved without cooperation from the casino's side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Cool Cat Casino.

Dear Ehop1009,

We eventually received some information about your complaint and I'm afraid it seems that the bonus you played with did have a max cashout. This information was displayed in a popup before you activated the bonus. Please see the screenshot below.

I would not have done that especially with a deposit amount of $60 and not $30. I would never want to limit myself to a certain amount for winnings. I truly believe the coupon "rules" were changed AFTER I won that large of an amount. You will never convince me otherwise.

Dear Ehop1009,

I'm sorry, but we would need some evidence to support your claim. Regrettably, the provided proof from the casino contradicts it, which is why your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter