Cool Cat Casino - Player’s withdrawal has been delayed for more than a month.

my withdrwal for 1000 is still pending from 11/4/2020. I first inquired about it on 11/27 and was told by the rep that he would escalate it and to wait 3-5 business days...i waited and when it still showed pending i spoke to live chat again and got the same response. I have spoken to difference reps and get the same response. This is the first time i am having this problem. i have other withdrawals pending ...i have all the chat transcripts if you need that. the next pending withdrawal due for approval is from 11/28 for 1900

Dear Gladys,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please specify which payment method you have opted for? Have you withdrawn any winnings successfully in the past from this casino? Do I understand correctly that you have accumulated your winnings purely from a No Deposit bonus?

In the meantime, I would suggest checking our review for Cool Cat Casino: https://casino.guru/Cool-Cat-Casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

i use wire transfers and this is not my first withdrawal. I have had several. This is the first time that it is taking so long to be approved. I did check your review of the casino and it has a very good reputation and the only drawback was it takes a long time paying but no one should have to wait over a month for their withdrawal to be approved, i am a very patientate person as a rule and i kept hoping after speaking with the reps that it would be approved. As of this morning it is still pending. Yes you understand most of my winnings are less the bonus but sometimes i play without the bonus.

Thank you very much, Gladys, for your reply. Could you please advise if you have accumulated your $1,000 winnings purely from No Deposit bonus? I have checked general terms and conditions, and this is what I found https://www.coolcat-casino.com/about/terms-conditions.php:

"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."

Please advise which exact bonus offer you have redeemed. Thank you in advance.

yes it is from a bonus....i will not be getting the whole 1000 ....I will probably be getting 600

Dear Gladys,

Please advise which exact bonus offer you have redeemed. Thank you in advance.

the name of the bonus was WOWNORULES

i want to add as of today ny withdrawal is still pending

Thank you very much, Gladys, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Gladys,

I’m sorry to hear about the trouble you're having with delayed withdrawal processing. I will do my best to resolve your case as soon as possible.

I would like to invite Cool Cat Casino into this conversation.

Dear Cool Cat Casino,

Can you please indicate the current status of the player’s withdrawal requests?

my withdrawals were finally approved so we can close this case.

Dear Gladys,

I’m glad to hear the good news! I’d like to kindly ask you to let us know once you have received the payment. The complaint will remain open until we receive your confirmation.

I will let you know when i receive the payments.

as of today, I have not received my money

As of today , i have not received my money

I have not received my money yet

Dear Cool Cat Casino,

Can you please check and inform us of the current status of Gladys’ withdrawals?

please be advised that i finally received my withdrawal today

Dear Gladys,

Thank you for using the Casino Guru complaint resolution center. We are really glad to hear that you have received your withdrawal. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej