Cool Cat Casino - Player’s withdrawal has been delayed.

I requested a $1000 withdrawal over a month ago. Two weeks ago they finally approved it. Now, over 10 business days later and they still won’t tell me when they plan to pay me. They say that they have to pay a processor and then the processor pays me my BTC but they won’t tell me when they are going to pay the processor

Dear Snashuaj,

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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is 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

My withdrawal has been approved over 10 business days ago. It took over 2 weeks to get it approved and now it’s been over 2 weeks since the approval and I have not gotten paid. I have also sent coolcat no less than 5 emails trying to get an answer and have gotten zero replies. I have no idea what could cause a casino to take over a month to make a withdrawal esp when it’s a btc withdrawal that should be pretty much instantaneous.

Thank you very much, Snashuaj, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Why do you have coolcat as having a good reputation when they have countless instances of breaking their own terms and conditions? They hold players to these T&C to the letter and will void winnings and do all types of other unsavory things and then they just break their own T&C with no reprecussion? It clearly states 7-10 business days after approval for funds to be send to the processor - I am well over these 10 business days. Furthermore, I have sent 10 emails and have NEVER received a single response. How does this equate to a "good reputation"?

Hello, Snashuaj,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. As for your questions - many factors are involved in the evaluation process and I can assure you that the casino's rating has been adequately influenced by each of the unresolved complaints (if there are any).

Now I would like to invite Cool Cat Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Cool Cat Casino,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Thank you, I appreciate your help, hopefully cool cat will respond - today I spoke to a live chat agent who told me they are escalating my withdrawal to management - I still have yet to receive a single response to any of my TEN emails

Greetings all,

I have reviewed the case and I'll see what we can do to get things moving for you Snashuaj. We've located and updated your most recent crypto address and we should see some action shortly. If anything else is required of you I'll let you know here, if not just let us know when that cash comes in. 🙂

Best wishes,

Nick and Cool Cat

I spoke to a live agent this morning and gave her my wallet address, she told me it should be deposited shortly but still nothing - I just don’t understand how you can hold your customers to the absolute letter of your terms and conditions and then totally disregard them when it comes to your obligations (7-10 business days after approval for funds to be sent to processor as stated in T&C’s) while still expecting customers to continue to support your casino, especially when you have competition like casino extreme, Brango and yabby where I have never had to wait more than 20 minutes from requesting withdrawal to money in my wallet as opposed to roughly 30 days for you. I can only hope customers read the reviews and don’t go by the obviously biased score casino guru has given you; if your a 7 out of 10 then extreme,brango,yabby would be 100 out of 10 - obviously your just an employee so I’m sorry to have to "shoot the messenger" but I’m hoping my message eventually gets to someone in management who will change business standards/ethics at your casino group, no one should ever have to go through the heartache all these people writing these reviews have had to gone through to get their own money back

ps I believe punt casino is associated with you because they have the exact same terms and conditions however they have recently added a coin draw withdrawal option that supposedly only takes 24 hours so I’m not sure why all of you skins wouldn’t offer this option

i talked to a live chat agent yesterday around 8am est and she asked for my btc wallet when I questioned whether my withdrawal had been sent after 13 business days - she then told my my funds would be sent "any moment"…. Four hours later I get a phone call from someone at cool cat asking me to live chat to update my btc wallet… obv I’m confused bc I literally just did this a few hours ago, so I live chat again and confirm btc wallet again and am once again told that I should get funds very shortly - this is a prime example of how management and customer service at cool cat simply do not communicate.. I waited all day and nothing came - I woke up this morning to find $855 of the $895 withdrawal in my cash app wallet finally, I don’t even care about the missing $40 at this point, I’m sure they have some nonsense in their terms and conditions that lets them take a processing fee or whatnot - this whole process has been a nightmare but a blessing in that I’m glad it happened for less than $1k as opposed to hitting a grand jackpot and having these people owing your a fortune that will take MONTHS if not years to pay. I would like to thank casino guru for helping, I’m not sure if I would have gotten this withdrawal this week if it weren’t for you reaching out to cool cat. I hope you will reconsider your rating of cool cat as based off your reviews I find it hard to believe they can be rated 7/10. Thanks again!

Great news! Thank you, Snashuaj, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, 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.

Thank you, Nick and Cool Cat, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru