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

Despite being verified and receiving a payout on May 26, 2021 I was asked to identified again for a win on 6/1/21. I submitted documents at HooYu and was verified again in early June but still I have not been paid the $2100. This week I started seeing this:

It seems either you haven't verified yourself yet or some documents are missing, which is crucial step towards requesting a withdrawal.

Please click below to check which documents are required/missing in order to complete the verification process and continue with withdrawal process.

When I click, it says nothing. Calling casino rep and was told the message was computer generated and could ignore. I have chatted with the reps at leased 4 times since June 11 and still no money and no reason why other then they are behind.

Dear wsue54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and when was the last withdrawal requested?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

My last pay out was sent on May 26th

Documents sent on April 8th, pictures, back and front, of drivers license and credit cards, and credit card authorization form. HOOYU DONE 1st week of June.

I asked why and what information was needed, but I was never given any reason and none of my information changed.

Thank you very much, wsue54, 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 wsue54,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Cool Cat Casino representative to join this conversation and participate in the resolution of wsue54’s complaint.

Greetings all,

Just confirming that payment was issued to our 3rd party on the 30th of July on your bahalf wsue54. Generally we are looking at 3-10 business days once paid out by the casino, today would be business days 6 so just be patient and you should see those funds reflected in your bank account soon.

Best wishes,

Nick and Cool Cat

Thank you, Cool Cat Casino representative, for the reply.

Dear wsue54,

I’d like to kindly ask you to let us know once you’ve received the payment or if there’s any other news regarding your complaint. I’m setting the timer for 7 days.

Dear wsue54,

Have you received the payment? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from wsue54, we are forced to reject this complaint.

The player can reopen this complaint anytime.