Cool Cat Casino - Player's withdrawal delayed at the casino.

I made 3 withdrawl requests on same date-12/13/23. I have been issued checks at sporatic intervals. Recvd 2 of 3 to date. My concern is my last payment has not yet been recvd. And i am getting the usual runaround from casino group. They play games saying checks not avail, to resubmit(hence play longer waiting game) to wire transfer, resubmit personal info, etc. Ive already done all of this. Contact customer service and get the feel it is just scripted. They all say same thing. Last customer service was last week. They reply of course was that they have "escalated" situation to check back in 48 hrs. I have not done this yet. I have been there done that SEVERAL times in regards to this withdrawl already. It doesnt even show up on my current transaction history cuz its been sooo long. I will include pics. You recently helped me finally get paid from slots of vegas. To anybody reading this i would highly advise to not play with this group. You have to fight constantly just to get them to do what they claim they do. The site says paid within 10 business days- this is an absolute joke and not true at all. Pls i could use some assistance with these sketch artists.

Dear aaronrarroyo,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is an unusually long time.

However, 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

Hello petronela. Thank you for assisting me. This is a screen shot from today that shows its finally being processed. Im assuming it is only due to your communication with them. Again. For anybody else out there reading this, pls notice the date that withdrawl was made and date it finally in place(only due to casinoguru!). This was not even my first attempt at withdrawl. First was months earlier. They will give excuses, in my case it was resubmitting info (+2 weeks), then it was changing from check to wire transfer( even tho initially i had opted for wire transfer, + many weeks). So here we are now, screenshot of this withdrawl and previous 2 are for wire transfer because they said checks were "out". Lol. I never have recvd wire transfer. All have been by check..i can bet this will be by check. My american friends do not give business here if u are intending casino to pay out in a timely manner. They will not honor they own regulations. Thank you to sites like this-casinoguru. Sorry for rant, beyond frustrated. To answer rest of questions, it seems only my acct. No real answer given, always say they will escalate and thats the end of it. No bonus used due to fact i dont trust not to be scammed by some casino loophole. Thank you

Hello aaronrarroyo,

• Have there been any developments since our last conversation, please? Have you received your winnings already?

Thank you.

Thank you again for assistance. There has been no further update. Over 2 weeks now since "approved". Just to clarify, no funds recvd, no communication from casino end.

Thank you very much, aaronrarroyo, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.  

This is recent reply from less than 10 mins ago

Hello, aaronrarroyo!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I have reviewed the situation and submitted the withdrawal for disbursal to our 3rd party payment providers as a physical check. Please keep in mind that physical check can take significantly longer than other methods of payment, once the check is available the tracking information will come via email so please be patient aaronrarroyo. Also please remember that checks are for direct physical deposit only at the bank approved by the casino and best not to mention online gaming to the bank.

Best wishes,

Nick and Cool Cat

I recvd check today. Thanks soo much casino guru. You have helped deliver once again. Much appreciated :^*

Dear aaronrarroyo,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team