Cool Cat Casino - Player’s request to withdraw his winnings from no deposit bonus has been declined.

If you complete the wagger, they tell you that your country is not available to withdraw bonus funds. They will say the same wherever you are from.

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Dear Antonio,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please could you send us a link of the specific bonus that you have played? I have checked promotional terms and conditions, and this is what I found:

"Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.

You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."

I would like to emphasize, that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, we believe that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player. 

Best regards,

Petronela

Dear Antonio,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

If I remember correctly, it was with the code 25BANKROLL which gives you $ 25 with x30 of wager and max cashout of $ 100

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

I would like to ask Cool Cat to comment on this case. Thank you.

Hey all,

There isn't a lot to be said here, there is a download available on the Terms and Conditions page which says quite specifically what countries are eligible. 

Spain is fully eligible to play on deposit. However, as stated in the terms and conditions of the website Spain is indeed not eligible for welcome bonuses. Were Antonio to win on a deposit there would be zero issue here, Spain is eligible to play and win. We have many happy Spanish players cashing out for piles of cash using eligible deposit based bonuses.

As is often the case in situations like this knowledge is power, knowing and understanding the rules of the casino and the bonuses you are playing is quite important. I wish there was more I could do in this case however it really just comes down to the player. Learn the rules, play, have fun, WIN, and come payout time you'll be a very happy player. 

Best wishes,

Nick and Cool Cat

Hello Antonio,

Nick sent us a proof you tried to use multiple promocodes searching for the one that is working. This bonus you won from wasn't granted by the casino, but you tried to activate random bonus you found on other websites. You took multiple bonuses (using promocodes) in a row AND from a country which isn't allowed to take such bonuses. 

I apologize, but we decided to reject your complaint. Please, avoid getting in a situation like this by carefully reading the T&Cs and communicating with the casino. I would also recommend you to activate only those bonuses, which are offered by the casino.

Thank you for contacting Casino Guru and I hope you won't come across a problem like this again.