Cool Cat Casino - Player's withdrawal rejected and deposit not refunded.

I received an email promo advertising a no deposit free chip for $280. The promo stated that you could redeem $140 the first day and you would receive the other half the next day. No deposit was required in between. I had never used this site before but decided to try out the promo.

I played the first half and didn't make it through the playthrough requirements but I was successful on the 2nd day. The playthrough was something like $8000 so it was very tedious to complete.

Withdrawal was a $100 max which I initiated. I got a message saying that I needed to verify my account before the withdrawal could be processed. I sent the required documents and there was also a deposit of at least $10 to verify my crypto wallet. I sent a little more than $17 to be on the safe side.

After providing everything they asked for i waited patiently for several weeks. After about a month I got a message saying that my withdrawal was approved and that funds were on the way. I never received anything so I contacted support. They told me the withdrawal had been rejected because I had supposedly used multiple accounts. It had been the first and only time I had ever even been to that website. I explained this to the agent who then changed his story and said it was because I had used multiple free chips in a row.

This would make sense except that the promo I had used was specifically designed to be used on two consecutive days. Based on the fact that they were already changing stories and making things up to deny my withdrawal I wasn't going to continue arguing with the agent. He wasn't even familiar with their own ToS and seemed more interested in being rude and acting like it was a personal matter. I told him that if they weren't going to pay me then I wanted my deposit back.

He confirmed my wallet address and then told me that the deposit had been sent. I double checked my account and surprise surprise, no deposit. I informed him that I had not received anything which he continued to lie and say that it was sent. I ended up speaking with another agent after giving up hope of making any progress with the first one and the second one just spouted off a bunch of generic responses and repeated the lie that my deposit had been returned. I offered to send screenshots showing my wallet activity when i initially sent it and to prove they didn't send anything back but the agent just closed the chat down.

Not only did they deny my legitimate withdrawal but they've also stolen my $17 deposit. They need to stop spamming their promos unsolicited if this is the end result of using one. I followed their ToS and fulfilled all their requirements but it seems they will just change the rules, make up lies, AND steal from their players.

Dear Mokieloke,

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.

• Could you please advise if you redeemed any free bonuses from this casino in the past?
• Was your account, including the payment method, fully verified?

If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence to petronela.k@casino.guru.

If this was the initial complimentary promotional offer you've claimed, please feel free to send a screenshot of your bonus history.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

It was the first time I had used that site. I had not heard of it before I received their promotional offer so I had neither deposited money nor used any promotional offers with them before.

I had to verify all my info and wallet with them before I had the ability to initiate a withdrawal. I submitted my identity documents and was told to make a deposit to verify my crypto wallet. After I did that I did receive a message from them saying my verification was complete and I could initiate a withdrawal, which I did. I even got a message saying the withdrawal was approved and funds were on the way, which I never received a penny of. I'll try to attach screenshots of the messages. One of the messages was from wild Vegas for some reason but it was all on the coolcats message center on the website.

You can see the timeline in the screenshots. I signed up on the 5th to use the promo, which was a two day deal. I lost the first half on the 5th but won on the 6th with the second half of the promo which you can see on the time stamp from my deposit. Then they receive the withdrawal request on the 7th and 3 weeks later I get one message saying it's approved and another saying it's being sent.

Thank you very much, Mokieloke, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Mokieloke,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, while we wait for the casino's response, please provide us with a screenshot of the email with the bonus offer claimed (with all the necessary details - the sender's email, the receiver's email, complete email body...) and, provided that your casino account is still active and accessible, it would be great to see your complete transaction history from your account. It seems like your transaction history is not so rich, so it would be great if you could share screenshots of it.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Cool Cat Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw the disputed funds or the deposit amount if the casino's rules were breached?

If the casino has already sent the payment, what is the estimated time frame for it to be credited to the user's payment method?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

My transaction history isn't so rich because it was the first time using that site, as I stated in my original post. I pulled up my transaction history and now there's new transactions that I have no idea what they are about. They have been doing something shady by the look of it. I haven't interacted with this account since opening up my dispute but somebody did a promo deposit for $100 and then a bitcoin withdrawal of $100 which certainly didn't go to me. Then a free chip for $100 was added which I did not redeem or request.

Thank you for the additional information and screenshot, Mokieloke. We are still waiting for the casino's response and details.

However, there are 2 problems.

I also asked you to provide us with "a screenshot of the email with the bonus offer claimed (with all the necessary details - the sender's email, the receiver's email, complete email body...)", which you have not done, and the provided transaction history is obviously not complete, as I requested. It begins with an approved withdrawal, without even the bonus you mentioned in your first post and your deposit of $17, so it is clear there is further transaction history/activity before the last row. It would be highly appreciated if you could share the requested. Now I am not even sure where the 100$ from your disputed amount came from...

If you fail to cooperate in resolving your complaint, I will be forced to think about its closure/rejection regardless of the casino's statements.

Thank you for understanding.

How am i not cooperating? I've given plenty of information and I've responded in a timely manner. The $100 was the amount that I won and tried to withdraw after fulfilling the bonus obligations. This was explained in previous posts.

That transaction history isn't complete because it only displays 30 days. Have you even reviewed my previous posts? If you had you would see the rest of the transaction history and a description of everything that took place.

I'm trying to recover the promotional email but considering this was spam that I received months ago it may not be possible. Even if I'm unable to recover it, it has nothing to do with the $17 that was never returned to me.

The date range for transactions it's at the top. No further records exist prior to the March 6th coupon reversal. Very odd considering I would need some sort of beginning balance from a bonus or deposit in order to have played and accumulated the $865. Since it's a coupon reversal, one could assume that a promo was utilized to initiate play.

No other transaction history exists which means they would have had to delete it.

Greetings all,

I have reviewed the situation and will see what can be done to assist, if anything else is required I'll let you know here.

Best wishes,

Nick and Cool Cat

Dear Nick and Cool Cat,

Feel free to let us know once you have any news or updates. We will wait.

Looking forward to hearing from you.

I have received the disputed amount. Thank you Cool Cat Casino and thank you to Casino Guru for assisting.

Thank you, Mokieloke, for confirmation 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, I 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 Casino, for your cooperation.

Best regards,

Branislav, Casino.guru