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

ive been waiting since the end of august for my money. im a new player so i had to jump thru all the hoops that come with that and i did, yet it seemed like they continued to make new hoops to jump thru. it has been a month and a half now since i hit and tried the initial withdrawal process. in the beginning we had issues with my credit card but after several days in a row of talking to a mr sam dawson at cool cat chat he assured me that i had everything in order and that my withdrawel would be approved, it has litterally failed twice since he assured me i was good to go. at this point i just want my money and im not even sure i want to continue doing business with cool cat even after they send me my money, this has been an absolute pain in the behind.

Dear jplander84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was your first withdrawal attempt? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I passed the kyc verification, and I believe it was a new player bonus.

Maybe you can find out why they keep moving my money from pending withdrawal to just in my account,..it seems like they don't want to pay and want me to spend the money back with them, but i just want my money.

Thank you for your reply, jplander84. Do I understand correctly that the casino keeps canceling your withdrawal requests?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear jplander84,

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.

They are still denying my requests, I've resubmitted my information for a wire transfer for the 3rd time just now because they keep denying the transfer and then requesting the exact same information they previously asked for.

I'm not entirely sure how to get yall the conversations. I just spoke with Oliver Barkley in Live Chat with Cool Cat but I'm not sure how to pull the live chat conversations back up

Thank you very much jplander84 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 soon.

Hello jplander84

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Cool Cat Casino to join the conversation.

Dear Cool Cat Casino,

Can you please provide some information regarding the player's long withdrawal delay?

Greetings all,

I reviewed the situation and I'm unable to locate a method of withdrawal submitted on your behalf jplander84. Please go to live chat and ask them for assistance. Once you have a valid withdrawal method on file I should be able to move things along for you.

Best wishes,

Nick and Cool Cat

Dear jplander84

As per the response from Nick of Cool Cat, can you please confirm if you have submitted a withdrawal request or if you decided otherwise?

I've tried the check, the wire transfer, and even bitcoin this last time,... I've opened a brand new bank account that accepts international wire transfers.... seems like every time I get things how yall want them for the withdrawal yall change up and want something different. I'm away from my computer for the weekend but ill start a live chat on Monday and give yall whatever info it is yall want this time.

Dear jplander84

Please let us know when you submit a withdrawal request. If you need any assistance with this do not hesitate to contact the casino livechat for help.

Dear jplander84

Thank you for the screenshot, what I understand from the communication with the casino, you've been requested to provide bank statements of your account in First National Bank of Central Texas, this is required by the payment processor, so I would kindly advise you get in touch with Cool Cat casino livechat they will provide you with all the info.

Let me know when you do so, please

Dear jplander84,

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.

Yeah I did everything yall have asked of me and yall are still trying to screw me over,... I am owed 2454.66 and they sent 100 bucks and nothing else. I've jumped thru every hoop they came up with and did everything they've asked for almost 4 months just to get screwed out of 2300 dollars. I swear I will give Cool Cat Casino the worst ratings and reviews possible in EVERY SINGLR FORUM AVAILABLE. You people are strait up crooks!!!!!!!

From what I can tell Cool Cat Casino has strung me along for almost 4 months over 2454.66 and now they send me 100 bucks and say that's all they owe me,... thats literal theft. If they can't pay their debts they shouldn't operate as a casino, this operation is a pure SHAM

Dear Cool Cat Casino / Nick

Can you please comment on the above?

Greetings all,

The win was using a $30 weekly cashback which had a maximum cashout value of $100 jplander84.

Per the terms and conditions of the casino:

Weekly Cashback

1. The Weekly Cashback bonus comes with a 40 times playthrough requirement for Slots, Keno, Scratch Cards, Bingo; a 60 times playthrough requirement for Table Games and Video Poker. And excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo, War, and/or 'Shooting games' -e.g. Fish Catch.
2. The Weekly Cashback is credited each Monday 00.01EST for all players with no pending withdrawals, no approved withdrawals over previous 7 days and a balance under $10.
3. The Weekly Cashback is calculated on all deposits (minimum $50) which were made over the previous 7 days.
4. Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal(minimum $100).

I was able to get the win approved and sent at the maximum cashout value, the non-cashable portion was removed on approval.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Cool Cat

So it took yall 4 months to figure out a way to beat me out of the other 2300,... yall wouldn't have stalled for 4 months over 100 dollars, be for real Nick!!!!

I'm really sorry to disappoint jplander84,

A "Manager Withdrawal" is non-cashable funds being removed from our closed and secured system which can only be done at a managerial level. The "Bitcoin Approval" you see there is the approved amount being sent to "approved" status and thus prepared for payout.

All bonuses, both freebies and deposit coupons alike come with a set of terms and conditions. Understanding the rules of the funds in play is important. Cash is king of course, straight cash deposits have no restrictions. But bonus money has it's limitations that you agree to when you play with the bonus.

I have forwarded Michal a copy of your deposit/play/withdrawal history relating to this case and he can confirm the nature of the funds in play at the time of the win.

Unfortunately in this case I've done what I can, I do apologize for the delay however.

Best wishes,

Nick and Cool Cat

Dear jplander84

As you have played with the weekly cashback bonus where a maximum win limit of $100 applies, the winnings in excess of the max win limit were deducted fairly. The max win from the bonus was paid to you, so in this case, the casino has done nothing wrong and just followed its Bonus terms and conditions.

I can understand that the terminology "Manager Withdrawal approved" might sound like the withdrawal will be paid out, but as Nick explained above it means something else.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 

I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this in the future.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal