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

I am trying to get my withdrawal processed. I submitted all form and was told that my identity had been verified. Live Chat isn't working and no one will respond to my emails.

Dear Tracy,

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 confirm that your account has been successfully verified in the past? How many days ago you’ve requested the withdrawal and which payment method you have opted for?

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

Hello,

I submitted my request 3 weeks ago and l have been verified per the last email l received fron the casino. I was told to contact Live Chat and they would keep me informed concerning my withdrawal. Live Chat does not work for ne and no one answers my emails, l have sent at least 10.

Thank you

I choose a wire transfer but l can change that to a check. I just want my money.

Thank you very much, Tracy, 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 Tracy,

I understand the situation and I’ll be taking care of your complaint from now on. I'll try my best to resolve it as soon as possible.

I would like to invite Cool Cat Casino to participate in the resolution of this complaint.

Dear Cool Cat Casino,

Can you please indicate the current status of Tracy’s withdrawal request?

Greetings all,

Your documents are approved however you have yet to submit payout details for your account Tracy, once those are in place we can move forward with your withdrawal request. One of my team will be in contact shortly via email, just work with him and follow his instructions and we should be able to get things on track for you.

Best wishes,

Nick and Cool Cat

Thank you, Cool Cat Casino, for your reply.

Dear Tracy,

Please let us know once you’ve been contacted by a casino employee and/or there are any new developments in regards to this issue.

Hello,

I submitted the requested information to Steven B*** yesterday.

Thank you

Thank you, Tracy, for the update.

Dear Cool Cat Casino,

Please let us know once there’s been any progress made in regards to Tracy’s withdrawal request.

Hello,

I received the following email from the casino this morning.

Thank you for the information.

Your provided payout details have been updated in your casino account and your payment will be processed as soon as your withdrawal is approved.

Regards,

Steven H***

Hey all,

Indeed, you now have all the necessaries to move forward on the withdrawal Tracy. Thanks for your cooperation, I'll see what I can do to move things along for you.

Best wishes,

Nick and Cool Cat

Thank you, Nick and Cool Cat Casino, for your reply. Please keep us posted.

Hey all,

We now have an approval for payout, hopefully we'll be able to get it out for payment soon.

Best wishes,

Nick and Cool Cat

Good news,

Payment went out to our 3rd party as a wire payment this morning, generally it's between 3-10 business days from the time it's paid out by the casino until it hits your bank account so just be patient and you should be seeing that soon.

Best wishes,

Nick and Cool Cat

Thank you, Nick and Cool Cat Casino, for the update.

Dear Tracy,

I’m setting the timer for 20 days. I’d kindly like to ask you to let us know once you’ve received the payment or if there are any other new developments regarding your complaint.

Ok and thank you for your help.

Hello,

Today l received $156.60 instead of the $300.00 l requested. There was a $5m00 wire fee which is fine but l still should have gotten $295.00. Can you please contact the casino and find out why l did not get my complete withdrawal? Also is this normal with online Casinos you only get half of your withdrawal?

Thank you

Thank you, Tracy, for the update.

Dear Cool Cat Casino,

Can you please clarify the situation?

Hey Tracy,

Your initial winning deposit was made using a deposit bonus totaling $105 in playable bonuses, these funds are non-cashable and removed on approval of your requested withdrawal. Minus the $`12.50 processing fee on our end the total issued for payout was $189.50, due to fluctuations in currency exchange and banking fees on your end this can vary slightly so it is highly possible that particular amount is correct.

Best wishes,

Nick and Cool Cat

Thank you, Cool Cat Casino, for providing the explanation.

Dear Tracy,

Could you please advise if your winnings were in fact accumulated from a deposit bonus where the bonus amount is non-cashable?

Hello,

From what l remember No.

Thanks

Thank you, Tracy, for clarifying.

Dear Cool Cat Casino,

Can you please provide evidence proving your claims? You can forward the information to my e-mail address andrej.p@casino.guru.

Dear Tracy,

Unfortunately, after reviewing the evidence provided by the casino representative I have to confirm that you had in fact claimed a deposit bonus offer. Since all deposit bonuses Cool Cat Casino offers are ‘sticky’, meaning the bonus amount is non-cashable, the bonus amount of $105 was deducted after you requested a withdrawal.

Thank you for all your help.

Thank you, Tracy, for using the Casino Guru complaint resolution center. Since you have received your funds, we will now mark your 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, Casino.guru