Cool Cat Casino - Player's winnings were confiscated.

I'm going to try and keep this short. After my first successful bonus play thru that left me able to cash out, I initiated withdrawal. I did not realize there was a clause saying that you can't deposit while you have an open withdrawal. I had attempted to deposit $30, but my card declined the transaction. Either way, my deposit was canceled. I do not deny any of this, I did make an error. Unfortunately for me, even tho my bank declined the transaction they still credited $30 to my account. I on multiple occasions spoke to support via the chat feature and told them that credit was not supposed to be there. I told them my bank declined it. I was told to play the credits on my account. I gave in and played with them eventually earning up a withdrawal amount of $170.35, which I think I initiated on may 30th. Naturally, they tried to take my deposit away, so I reached out to support and asked them why. They said thay I never paid the $30, and I replied that I knew that and had told them that, even sent emails in addition to chat conversations about this topic. The farthest I ever got was someone asked if my identity was verified. They checked, it was. Everything was in order. But eventually, days passed and I reached out again emailing and starting chats on the site, asking about my canceled deposit only to get the "you never paid the $30" to which I would again retell my story. I'm so tired of telling it. Here are some emails and such I had to maybe paint a clearer picture. Well, couldn't attach all the screenshots, but hope it helps.

Hello homzom,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino confiscated winnings accumulated before this unsuccessful deposit?

Also, did the casino refuse to process your withdrawal accumulated with the funds that have been credited to your casino account ($30) even though the deposit wasn't successful?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Greetings Kristina,

Yes, you understand correctly. Im not entirely sure I understood the second question, but the casino has been denying my withdrawal on the basis that they did not receive the $30 deposit from me. I will forward you all relevant emails shortly, and I will included screenshots of my transaction history maybe you can better understand it because I no longer do.

Thank you for your time and help in this matter,

-Cheryl

Here are screenshots of my transaction history. Hope it helps.

Thank you very much homzom for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Hi homzom,

I have looked at your case and understand the situation. Do you have the original conversation where you explained the situation to the casino support? Please forward it to my email address: peter.m@casino.guru. In the meantime, I will contact the casino and see if I can help. I would like to invite Cool Cat Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

I believe there is a bit of confusion regarding the reasons for denial here homzom, and I understand it can be complicated. I think perhaps it was explained poorly to you so I will attempt to fully clarify the situation if I can.

You cashed a free chip and then deposited cash on top of it it creating a situation called "mixing funds." You then had a win and requested a withdrawal on this win. Per the terms and conditions of the casino this withdrawal request was denied for mixing funds. The non-cashable balance was removed.

Your cash deposit amount was then reimbursed by the casino to allow you a chance to play and win again as is our policy in such cases.

You did indeed win again. However, as you say above, the cash deposit was denied by your bank and never made it into the casino. The second withdrawal request was also denied for approval, this time for a different reason. The reason being your bank did not honor the deposit amount (as you say).

As you can see these are two unrelated denials on two separate withdrawal requests.

I hope this clarifies things for you.

Supporting documentation has been submitted to the casino.guru team for review.

Best wishes,

Nick and Cool Cat

Thank you Nick for the explanation and evidence provided.

Dear homzom,

If this happened as described above, I'm afraid, we won't be able to help you. Both mixed funds and deposit chargebacks are legit reasons to void winnings. Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter