Cool Cat Casino - Player's approved withdrawal is delayed.

On March 26 my withdrawal was accepted. 10 days later nothing and I had talked to cs and sent emails to cs… no response. Finally it was "escalated " took 4 days but on April 8 status turned to withdrawal approved ( this is a Bitcoin and they have all my info) As of today I haven’t been paid out and I was promised it would be sent by the April 22. I had it escalated on the 24 that did nothing.But she said it was still scheduled to be sent. I repeated this process the 27th.

i played by the rules I deposited I played through the play through… I actually had 800 more after I played through and after they took the bonus coupon back.(reversed it) but suddenly(I had not requested a withdrawal at this point they reversed that 800. That was when I said no more. I’m not even bothering them with that part but I will if they don’t do what they are supposed to do. It’s not right to make players play by the rules while the casino doesn’t. I don’t cheat. Ever.

Dear 5p9c4t8xxy,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?

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

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

Hi Kristina,

As for KYC yes I have sent all paperwork and I have contacted customer service on live chat and had them check and recheck. I even have a screen shot of one of those conversations where that is verified that I will send to you. Also in my last live chat conversation where this was escalated again I asked what happened to the escalation that was supposed to have been done 2 days prior and he told me that was just ensuring all of my paperwork was in order.

As for withdrawals this is unofficially my first withdrawal. I won here once before on a no deposit bonus and then made a deposit like I was told to of $10 in bitcoin to verify who I was…I then requested to withdrawal the $10 plus what the coupon allowed which was $100 However within 5 minutes it was reversed. I then received a phone call (yes a phone call!) the lady was very nice and she told me I had 2 accounts- I didn’t know this… I guess I had one under cool cat and one under "inclave" that is why they reversed my winning.

I kinda thought that was grimy of them but at the same time she was nice and I appreciated her calling. I also did read the rules 100 times so I I am aware of what she was saying even if I didn’t know about the other account. So I asked her to close the other one whatever it was and only leave the "inclave" one open. She did that while I was on the phone. Also the $10 in Bitcoin I had deposited was sent right back to me in the next min or two. The next transaction I made was depositing this $30 in Bitcoin a few months later under that same account. They have checked 10 billion times for anything and everything. I don’t know what there problem is… I’m now just angry. This is silly. I will do what ever I have to in principal at this point

I want to update this. As of 1 min ago I received my deposit(my entire withdraw) from CoolCat. It took forever and it was a ton of work but I want to say that in the end they have paid out and that to me puts them in the positive category because I do like that casino.

Thank you Cadino Guru, Kristina, CoolCat, every single person in live chat at Coolcat because I’ve talked to all of you- 3 times.

Please consider this case closed 💛

Dear 5p9c4t8xxy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru