Cool Cat Casino - Player’s winnings haven’t been received yet.

I requested my withdrawal on March26. It is a BITCOIN withdrawal and on their website it says that it should take 3 min. I figured it might be a bit longer. At this point I have sent over 5 emails and contacted Custer service 4 times. There is always no response to my emails. Finally this last time the CS said he was escalating the withdrawal because it had been so long and I would see an update within 24-48 hours. Not happened. I have submitted all kyc paper work I had CS double check and they confirmed it for me… here is the thing… the last time I won at this casino they didn’t give me my withdrawal… they said I had 2 accounts. I didn’t argue with them even though I didn’t know this.. I had made one with enclave and one with them directly. Whatever. So I gave that up no argument but told them to close any and all accounts except the enclave because I didn’t know what they were. She said she did and that is not the issue right now. I’d also like to note that it was a mere 10 min when they did that the last time I won. My withdrawal didn’t lend they just reversed by it when I requested so this long delay now is that they don’t want to pay out and that’s not acceptable. I actually won 750 more than this amount and after I played through gThe requirements that 750 disappeared without me doing anything. So I immediately requested a withdrawal. This should have been done by now. I’m tired of contacting them and getting frustrated.

Dear 5p9c4t8xxy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear 5p9c4t8xxy,

Have you received your withdrawal from the casino yet?

Dear 5p9c4t8xxy,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.