Cool Cat Casino - Player’s struggling to complete account verification.

Worst online casino eveeerrrr the withdrawal process sucks! Given a promo to play 50 free spins won only $6 went to another game and played for 2 days and got up to $800 tried to redeem for 6 weeks. We're suppose to send a check out since my bank account was too "new" that was denied! Now after 6 weeks I'm being told that I can only redeem $100 of it and the rest will be deleted from my online play account 😂 after they ask for all of your personal information bank account info address i.d. kids names and baby daddies names then they want a lung a left kidney and a knee cap! Bullshitters now I'm afraid my info is in super cyber space being sold to the highest bidder FML 

Dear Lbarnes2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 informed what specifically seems to be a problem in verifying your account?

Lastly, please understand that if you accumulated your winnings from a free bonus solely, you won't be entitled to greater withdrawal than the maximum cashout limit.

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

Best regards,

Petronela

Dear Lbarnes2022,

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.

I thank you for inquiring but I still stand on what I've said. I've sent my whole life to these people 10x! And everytime it gets close to my 7-10day timeframe it gets denied for the same paperwork that I've sent in! So everything in the response was "cute" but they are full of it. PERIOD POINT BLANK. I play with other casinos online and it has never taken 2 months. Again they suck! I'll just play my cash on there for fun if I get bored you have a great day and stop letting them "sugarcoat" responses I'm not the only one here complaining about the "same thing" COOL CAT CASINO is the common denominators. If they are that afraid to send money they should stop offering bonuses and promos trying to get "strangers" to play! Hopefully its not part of a scheme to get all of our personal information and "sell" it in cyber space. Hell we are the ones that should be afraid at this point! 🤷🏾‍♀️

Thank you very much, Lbarnes2022, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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 Lbarnes2022,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Cool Cat Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

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’.

Greetings all,

The welcome bonus in play at the time of the win does indeed carry a $100 minimum/maximum cashout however playthrough requirements have been completed and it is indeed eligible for withdrawal from what I see here.

Documentation is also complete and the account is verified, the only thing missing is a valid method of payout.

Unfortunately our 3rd party payment providers are unable to deliver payment to the bank account you submitted and that is the current hold up Lbarnes2022. Do you by chance have a Bitcoin account? We could perhaps get things moving that way.

It appears the requested amount is back in your playable balance as well, you will need to request it once again for withdrawal.

Best wishes,

Nick and Cool Cat

Actually Nick I've used 2 different bank accounts but I cannot find my bitcoin address to give to you. (Don't even use it really) One bank account you were not affiliated with the other account was "too new" so my hands are tied I guess I sent all of my information 10x at least and it's always something I've even opted for the check to be mailed to me since I cannot seem to get approval otherwise. And that was denied! Either way it goes Nick you all should add a cash app or Zelle feature which might make everyone's life easier! You can't be too afraid of being victims of fraud which I've heard numerous times from your agents but yet your asking "us" for OUR ENTIRE LIFE and we can't even get a working phone number for you. Definitely sounds like we should be more afraid of you all! Anyhow toodles Nick I've played my $800 down to $100 at the request of the agent as I would lose it anyway so maybe I'll let it sit a while longer when I get bored I'll go play more or"attempt" to actually redeem it! Enjoy your day Nick at Cool Cat 😘

P.S. what's your phone number so others are able to reach you. Respond with that!

Dear Lbarnes2022,

Could you please update us on your current situation? Have you managed to receive the payment through a Bitcoin wallet? If that's not the case, are there any funds left in your gaming account?

Thank you for providing the information.

Kind regards,

Tomas

Dear Lbarnes2022,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Lbarnes2022 has stopped responding to our messages and questions. Without Lbarnes2022 cooperation, we’re not able to proceed with the investigation.

The player can reopen this complaint anytime.

Kind regards,

Tomas