Cool Cat Casino - Player's withdrawal is delayed.

I Went through all verification and withdraw was approved on 8/26 was told from the finance that it would be "prioritized"and I would receive the payment very soon but are unable to give me any sort of time frame or anything it’s been 7 days now and haven’t gotten anything, I try to reach out for an updates and don’t get any reply

hope you can help thank you!

Dear Tfraley123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hi Veronika, my account has been fully verified and technically it has been 14 days since I requested the withdrawal on 8/13/24

then the withdrawal was approved and sent for payment 8/26

Thank you for your reply.

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

Have you made any successful withdrawals before?

When was the last time you communicated with customer support regarding your payment?

I did have a deposit bonus but I did meet all play through requirements before withdrawing.

I have not done a withdraw with cool cat before but i have done a couple with their sister casinos.

last I spoke with them was 8/25 regarding updates for when my withdraw would be approved. After it was approved I was told to contact the finance team for any updates on the withdrawal which I have and I am either ignored or I keep getting told "7-10 days" which we are passed now and that my withdraws have been "prioritized".

I do have other withdraws currently pending from sister casinos but I figured I’d do this one first since it’s the oldest pending.

I am trying to be patient but it just gets really really hard when I just keep getting told "7-10 days" well 7-10 business days go by and nothing or I’m just flat out ignored I also don’t wanna be waiting months wondering when or even if I’m going to receive any of my winnings.

Thank you very much, Tfraley123, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.

Thanks!

Dear Tfraley123,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cool Cat Casino representative to join this conversation.

Dear Cool Cat Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Greetings all,

I tried to have a look here but it seems I am having issues with the Cool Cat backend, As it is now the weekend I'll need to pick this up next week. Apologies all around.

Best wishes,

Nick and Cool Cat

Still haven’t received anything yet.

Greetings all,

I was able to review the account on Monday, payment has been released to the 3rd party and should be arriving shortly (payouts says in the following business days). Lets us know when those funds arrive Tfraley123.

Best wishes,

Nick and Cool Cat

Thanks Nick! I will keep an eye out for it, any sort of like estimated time frame?

Hello Tfraley123,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tfraley123,

Could you please confirm, if you have received the withdrawal?

Thank you.

Hi Mirka, as on now I have not received anything yet.

Mirka and Nick just wanna update that I did receive the funds just now thank you very much!

Dear Tfraley123,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru