Cool Cat Casino - Player’s winnings have been voided.

I used a no deposit bonus. And won $1,700.00. I then gambled through my play through balance. And had $600.00 left. The made a deposit of $22 and did not use a bonus. I then requested a withdrawal of $600.00. My request was denied, then three days later manager withdraw requested of $600.32, That was immediately approved. They issued a promo deposit requested of $22 and approved it. Refunding my deposit but keeping my withdrawal amount of $600.00

Dear biffle1110,

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

I have checked the general bonus terms and conditions, and this is what I found (here):

"No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a No Deposit bonus entirely? Have you redeemed any free bonuses from this specific casino in the past?

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

Best regards,

Petronela

Dear biffle1110,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.