Cool Cat Casino - Player’s account has been closed.

I made a small deposit on cool cat casino (probably my 4th or 5th overall deposit too them all using bitcoin) I did not claim a bonus or redeem a free chip because I’ve heard it only causes problems and my luck with them was terrible in the past. I ran good was up several hundred, lost to below 100, then hit 5aces in deuces wild. I tried cashing out for 670 Via bitcoin and after a week of sending documents back and fourth and to their 3rd party verification service my withdrawal was cancelled and I was emailed saying for a bitcoin withdrawal we need you to complete (insert completely new and different list of tasks). I got mad played more and won more then re starting my withdrawal for 900 and speaking with and sending all required documents to 1 person Lauren ***(payment specialist) seemed everything was good they told me, after 25 days of trying, to give it 5-7 days to be approved then 5-7 days it should be processed. Far cry from the process they claim takes place in their own terms but oh well. 7 days later I got no response and reached out, was told to check back in 5-7 days, I said that was complete bs and would check back Friday 7/24. I didn’t threaten or use overly obscene or abusive language aside from what I felt was a justified "that’s complete bulls*** and your terms are dishonest at best but more probably an outright lie". Friday comes I go to login and seems I forgot my password, managed to open a browser it was auto logged into and opened chat at which pt I was told my account is no longer active and they not a manager would speak to me or offer an reasons for the decisions. No emails, no notice, no reason given, and I’m assuming no withdrawal. Any time I connected to new chat agent same copy n paste message and as soon as I say my username they copy paste and exit chat.

Dear Ryan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you have had any successful withdrawals in this casino in the past? 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

Thank you for trying to reach out and help on my behalf. I have never made a withdrawal prior to this attempt, and only very recently decided to deposit to play on a new site outside of my usual reliable gaming home. I would be happy to share the documents I used to verify my identity if that may help or whatever’s else may be needed! Let me know if I can do anything else to assist! Thanks again

Thank you very much Ryan for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Ryan,

I looked at your complaint and will do my best to help you. I would like to invite Cool Cat Casino into this conversation. Why did you close the player’s account without further explanation?

Hey Ryan,

It seems you are fairly familiar with our terms and conditions. Changing your name slightly, or address, or date of birth, or address, or other personal details in order to create multiple accounts is definitely considered a no no as is clearly stated. I've spoken to our security team on your behalf and due to the extremity of the situation there is no chance of reinstatement I'm afraid, and unfortunately all winnings are considered null and void.

I sincerely wish I had better news to report.

Best,

Nick and Cool Cat

Wait wait wait, as far as I’m aware I only have 1 account I ever deposited on or attempted to verify for cashout. I did remember previously signing up from a referral and had forgotten when I Stumbled onto the site again. However I checked with support and they assured me I had never created an account and so therefor they could even offer me a no deposit bonus (which they couldn’t do if I already had an account) this was surprising to me so I even asked what I should do if I had a second account but couldn’t find the login. They again assured me as long as I only logged in on the account I was reaching out from, and only deposited from said account, and had never verified elsewhere that there would be NO problems. I double checked with a second support agent who told me the same. I’d be happy to dig up those conversations for proof if it’d help.

I would request a refunds of my deposits if you are going to strip me of my winnings, as again I was told and re told that (and stuck to their conditions completely) I would be fine and not run into issues if I only logged in, played on, or deposited from the account I contacted support with. After I was banned I contacted support and they told me the same thing (oh you’ve never registered an account with us would you like a free bonus) so it’s either A) that is being used as a tactic to lure in dead money that can never be withdrawn b) your support staff is completely uninformed and feeding players incorrect info C) it wouldn’t be a problem and would continue to accept deposit after deposit up until the point the player wins and then suddenly becomes a problem.... just super weird timing for it to suddenly matter when you’re the ones responsible for paying, like I said it’s very possible I played on the casino before from referall offer or another, however never did I try to cashout or verify or deposit, and I was explicitly told this was a okay by your team before depositing. If it’s such a big deal you think they’d have done a more thorough check.... or probably not because it’s not a big deal for you to be accepting money

I’d very much like to contest the statement about the "extremity of the situation" as again the screen shots I have show your support team could barely even care Or are deliberately lying to convince players it’s okay to deposit

me: should i try to find the login info if i did make one here a long time ago?(01:53:55)

me: im almost 100% sure i never deposited(01:54:16)

me: or atleast never did a withdrawal and berified(01:54:33)

Sophia ******(your support staff): As I can see on our end, you do not have any other accounts with us that is why I am offering you a welcome no deposit bonus

if I could figure out how to attach conversations I would be happy to include the entire and multiple conversations that led up to me depositing my own money because they assured me I was good to go....

Hey Ryan,

That is one scenario, or perhaps knowing the terms and conditions as you do and also that you did indeed have multiple accounts it would behoove you to make this request of a customer service agent so you would have a screen capture when the inevitable occurred.

Had you stuck to the standard method of account creation (using the same details for each account) perhaps it would have been seen sooner, perhaps the agent you asked would have been able to give you an accurate, clear, and concise answer.

I do apologize for the letdown. We love winners, it's exciting and it's good for business, this is entertainment. I personally love taking care of folks, it's a great job most of the time.

But there is nothing I can do here, no one was intentionally mislead. The rules are the rules and stated clearly in the terms and conditions of the casino.

Best,

Nick and Cool Cat

What are you talking about with that bullshit statement? That’s a great assumption and I can do it too. yes I know you’re a shady, scam riddled, read the fine print, bullshit excuse for a casino so in attempt to protect my own self from your complete lack of care or concern for player safety and security I took a screenshot because I wondered how far down the line it would get before someone decided to claim the opposite and suggest my conversation with said support agent never occurred. Or to dismiss it completely as you’re doing. I haven’t seen an evidence with facts that suggest I attempted to ever profit off any account other than the one I attempted to verify or how I was intentionally manipulating some flaw by creating a second account? The previous account I had opened is also opened in the same name, and any others than that I’m not aware of. It was an oversight by me because of the sheer amount of similarly shitty quickly thrown together casinos that share the look of yours, and not a deliberate or tactical move made to give myself an advantage. I was aware it was frowned upon, hence why I then tried to bring it to your attention when it came to mine, prior to ever making a deposit.... and look how that turned out. I was actively encouraged to deposit and told I didn’t have an account opened previously....so yeah I’d say that would behoove to keep a record of wouldn’t you? Or do you only keep records of accounts simply to use when you deny access and steal players money?? I mean why else would you based on your assessment right you f**king prick?

so if your trying to use the fact that casinos like yours have a reputation of being shady and deliberately screwing people out of there money so I wanted to have something to protect myself in the event of such occurring. Then yes very good, you have caught me. For as you probably no, in any disagreement, or legal issue, the side which can offer proof of their actions/intentions typically wins. So while yes I discovered I had previously opened an account, nobody from your company thought it was important enough to do any type of check when I brought it to their attention. Because??? Because it wasn’t an issue or barrier for you to accept money, yet you are denying me my winnings and haven’t offered a refund. So can you show one other account I deposited too or tried to profit off? Because I didn’t, nor do I know how I’d even go about that if like you say the information doesn’t match up to mine???

that makes even less sense than any of the other crap you’ve pulled out of your ass.

so since you’re going to claim bullshit and not even examine the fact that I reached out to find out if this could cause a problem for me or how to go about closing the account I found I had made in the past, and you simply don’t care...I’m going to operate on the assumption that your support staff is encouraged to lie and you’ve stolen my money. And I’ll end with the same I’d tell any other thief I encounter in my daily life. (Because if you can’t show any activity on any other account other than the one I tried to verify and eventually deposited and won on. As in , I stuck completely to the advice of support and never made any attempt to access a second account once I had established this singular account as mine...then you are a thief) so it goes without saying, but I just like to say it....please kindly go choke on some d**ks and die. Best wishes

Ryan

God you’re a f**king moron, do you even pause for a second to reflect on what a tool you are

"don’t you see how saving proof of your interactions with our casinos proves your intent to break the rules"

Do you also think that keeping a copy of my tax records proves I’m trying to defraud the irs??? F**king numb nuts I swear to god.

i bet you’re records show creation date and last logged in date, but I sure as f**k no they don’t show any overlap. Because as I said it was not intentional, and why if it was would I have brought it to the attention of the casino....f**king baffles me... that would be like me carrying around a sign stating I’m stealing as I walk out of a store attempting to steal merchandise.... ahhh but of course , brilliant tactical execution you knob

Hello Nick,

Please send me some evidence that Ryan had multiple accounts to my email viliam.v@casino.guru.

Ryan, I would like to ask you to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language. Otherwise I'll reject your complaint.

Dear Ryan,

Cool Cat Casino provided relevant proof that you had multiple accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.