Cool Cat Casino - Player’s struggling to withdraw winnings.

Hi it's been over a month since I won I've forwarded all my info they requested but all I ever get is it's not been processed yet try again in 3 working days 5th time now and said exactly same today.

Dear Sgbmandy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise whether this was your first attempt to withdraw? Do I understand correctly, that you are currently waiting for your account to be verified? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino (except the attached screenshots), please forward it to kristina.s@casino.guru.

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,

Kristina

Yes it's my first withdrawal from the site I played with my own money no bonuses at all I've sent in all my information it's just waiting for the payout team to process it but that's been said for last 2 weeks. Ty so much tc stay safe I can send you everything I've sent them I have copies of everything

Thank you very much Sgbmandy for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ty

Hello Sgbmandy!

From now on, I will take care of you complaint. I would like to invite the casino's representatives to join this conversation in order to help us find a resolution.

Greetings all,

Apologies for the delay here Sgbmandy, I'll see what I can do to get things moving for you.

Best wishes,

Nick and Cool Cat

Dear Nick and Cool Cat,

Are there any news in this case from your end, please?

Hey all,

Indeed, we have an approval on the requested withdrawal and I've escalated it for express payout. Hopefully it goes out the door to our 3rd party shortly.

Best,

Nick and Cool Cat

Hello Nick and Cool Cat!

Thank you for providing us with the good news, please let us know, when the withdrawal will be on the way.

Hey all,

Payout was completed to our 3rd party yesterday afternoon, as a general rule we are looking at 3-10 business days on delivery to your bank account as a wire payment.

Best,

Nick and Cool Cat

Hello Sgbmandy!

Please, let us know, when you receive your payment. I will set the timer for 7 days, within this timeframe you will be able to inform us about any progress.

Hello Sgbmandy!

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hi Ty so much my winnings finally arrived this morning.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.