Cool Cat Casino - Player withdrawal has been delayed.

I have 3 pending withdrawals from 12/7/20 that have not been approved yet. Everytime I contact chat, i am told that they are escalating but it still remains pending. It has been almost 2 months since I won and did the withdrawal. You have helped me in the past and i appreciate everything you have done for me.

Dear Gladys,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As we mentioned in your first complaint, casinos from this group often process withdrawals slower.

Have you accumulated winnings from a bonus play, or with your real money only, please?

Do I understand correctly that one withdrawal has been processed successfully (issue from your previous complaint), and that this complaint is about 3 different withdrawal requests?

Thank you very much in advance for your reply.

Best regards,

Kristina

the winnings was from a bonus play. I won 8000 but could not withdraw the whole amount so i did it in 3 increments. You understand correctly that one withdrawal from 11/4was finally paid last week,

Thank you very much Gladys for your reply. I will now transfer your complaint to my colleague Andrej 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 Gladys,

I will try my best to help you.

I would like to kindly ask Cool Cat Casino to indicate the current status of Gladys‘ withdrawal requests.

i just found out that 1020 was approved on one of my 2500 withdrawals on 1/27 and the remainder was declined. i would like to know why such an huge amount was declined/ I would appreciate it if you can look into this matter. Chat was no help.

i just spoke to chat again and found out why the small amount. it was split and the balance will be approved on a different date....seems their providers do not accept huge amounts ....

Dear Gladys,

Thank you for the update. Has there been any other development in regards to this issue?

i just checked on line and the other half of 2500 is still showing as pending. I dont understand why they split the payment because i have in the past received a larger amount .

We would like to ask Cool Cat Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Greetings all,

The only issue I see here Gladys is we will need to get confirmation that your payout details on file are still valid, one of my agents will be in touch with you momentarily via email to do that confirmation. Once we have those details I'll see what I can do to push things along for you.

Best wishes,

Nick and Cool Cat

Thank you, Nick and Cool Cat Casino, for your reply.

Dear Gladys,

I’d like to kindly ask you to follow the casino’s instructions and let us know once there’s any news.

my payout details is still valid as i recently received a payout on 1/19 for 2052

Dear Gladys,

Thank you for confirming. In addition, can you please confirm if you’ve been contacted by a casino representative via e-mail?

Hey Gladys,

We have attempted to contact you both through the email account registered in your casino account (returned undelivered, perhaps no longer valid) and the email address you used to register here at casino.guru.

Please check the latter inbox and be sure to check your spam folder as well, the email went out at 3:40am EST yesterday.

Best,

Nick and Cool Cat

I just checked my email and the only email i get from cool cat on my aol account is the receipts when i make a deposit and promotion email.

I already replied ....see my reply above. i did not receive an email yesterday from cool cat

see my replies above

I checked my email as well and there was no email from cool cat....what was the email about

I just checked my account. i am happy to say that another withdrawal for 2500 was approved on 2/12....i contacted live support and was told the approved amount for 1020 which was approved on 1/27 has not been sent out to be paid yet. The rep was going to escalate that. He said to check back the end of next week.

Thank you, Gladys, for the update. I’m glad to hear there’s been some movement in your case. Please keep us posted.

Thank you, Gladys, for informing us.

Dear Cool Cat Casino,

Could you please explain to us the reasoning behind asking Gladys to submit her ID again? Due to the reasons Gladys specified in her most recent reply, I would suggest requesting any other document to verify her identity. That is, in case her identity verification is indeed necessary.

Greetings all,

Apologies Gladys, had I noticed your ID was about to expire I would have mentioned it and we could have taken care of this already. One of my agents will be reaching out to you momentarily to get the necessary information from you. Unless an ID is valid for a minimum period after payment our 3rd party payment providers will not perform the transaction. Apologies again for the inconvenience.

Best wishes,

Nick and Cool Cat

I have an appointment with the registry on 3/3 to get my mass id..Once i get that I will send all my necessary documentation to the document dept at coolcat. I hope this will resolve the situation and i will finally get paid.

i still maintain that if this sent to your payment providers in Dec i would have been paid then plus my id has not expired yet= both pending withdrawals were done when my state id was good.....I think this is an excuse

Dear Gladys,

Thank you for your patience. I’m setting the timer for 10 days. Please let us know once you've received your new Mass ID and sent a copy of it to the casino.

I will take care of matters as soon as i get my Mass Id and will let u know

I just emailed cool cat with my documents with mu new id that i got from the registry of motor vehicles. They gave me a temporary card and my new one will be sent to me in the mail. they said it would take 7-10 business days. I received an email from the casino advising me that they have received my documents and a reference #8856996.

the casino put back approved withdrawals one for 1020 and the other for 2500 back in the pending withdrawals.

Sincerely

Gladys Kuzmich

Thank you, Gladys, for the update.

Dear Cool Cat Casino,

Can you please confirm that the information Gladys provided is sufficient to proceed with her withdrawal?

Thank you, Gladys, for the update.

Dear Cool Cat Casino,

Can you please clarify the situation?

Greetings all,

Apologies for any crossed signals Gladys however the temporary driver's license you sent is clearly and quite boldly marked in red NOT VALID FOR IDENTIFICATION, unfortunately we will need to wait until your official ID comes in to move forward on this.

Best wishes,

Nick and Cool Cat

Dear Gladys,

I’m setting the timer for additional 10 days. Please let us know once you’ve received your official ID and e-mailed a copy to the casino.

I sent them the original id i got today...the temp was received and accepted. i notice the amount owed you have $7500 that is the wrong amount it is $8500, I spoke to live chat on 3/5 and the rep was esculating this and told me to check back on 3/10 which is today. Now this rep tells me she is also esculating this and to check back next week...Hopefully i will get the response i am hoping for.

Thank you, Gladys, for your cooperation.

Dear Cool Cat Casino,

Is it now, after providing the required information, possible to process Gladys’ withdrawal request?

Hey Gladys,

Thank you for providing the reference number, I was able to locate the submitted documents and have given them for review. Hopefully we see some movement relatively soon.

Best wishes,

Nick and Cool Cat

I sure hope so because 2 different reps from live chat have esculated the problem and i just checked my cool cat account and it appears nothing has been done...All my requested withdrawals are still pending plus the 2 approved withdrawals they put back on 3/1

Hey Gladys,

Your documents are now reviewed and updated, we'll see what we can do to get things rolling for you.

Best,

Nick and Cool Cat

I just contacted the casino and found out they approved a payment for $1250 today 3/15 . I was hoping they would approved all my pending withdrawals since i originally requested them back in December. I am very disappoined that they haven't.

Dear Gladys,

Thank you for the update. I’m glad there’s at least some good news.

Dear Cool Cat Casino,

Could you please inform us of the current status of Gladys’ withdrawals? When can she expect to have the rest of her requests approved?

Hey all,

I can confirm that the first approved payment was released to our 3rd party and should be arriving in your bank account within the next 10 business days Gladys. Please confirm when this payment credits on your end and I'll see what I can do to move forward on the next.

Best,

Nick and Cool Cat

I was aware of the payment being approved on 3/15 and as of today there is none showing up in my bank account

Thank you, Nick and Dreams Casino, for your reply.

Dear Gladys,

I’m setting the timer for 7 days. Please let us know once you’ve received the payment of $1250.

I will let u know

here is an update....I just spoke to live chat and was told they sent 1230 to their payment provider on 3/22 and was informed once there it can take anywhere from 3-10 business days to be in my bank account. Hopefully it will be there the end of this month.

Thank you, Gladys, for the update. Since it became clear that the payment has only been sent on March 22, 2021, I’m extending the timer by 14 days. Please let us know once the payment has been received.

I am happy to say I got my payment today. now I would like to know when they are going to approve the other withdrawals

Thank you, Gladys, for the update. I’m glad to hear the good news.

Dear Cool Cat Casino,

Can you please indicate the current status of Gladys’ remaining withdrawal requests?

I spoke to live chat to inform them i received my payment and would like to know when the others would be approved. The rep told me he was escaled the one from 2/21 for 2500.

Hey Gladys,

Not seeing an approval here as yet, I've submitted this directly to the department manager and hopefully we see some movement soon however it is a bank holiday today and Monday so it's possible it won't be reviewed until next week.

Best,

Nick and Cool Cat

Thank you, Cool Cat Casino, for your reply. I’m setting the timer for 7 days. Please let us know once any progress is made with Gladys’ withdrawal requests.

I just checked my account 2237.00 was approved on 4/7

I just want to ad the reason for the approved payment is they deducted a bonus for 230 yet when the first 2500 was approved. they split that into 2 payments and deducted the 230 then so why should they take the bonus out again. please advise. during that time the 2 payments was one for 1020 and the other for 1250,

Thank you, Gladys, for the update.

I would like to ask Cool Cat Casino to clarify the situation regarding deducting the bonus amount twice.

i just went on cool cat and got the proof that they deducted the 230 attached is the information

Hey Gladys,

From the looks of your player sheet you were having a good bit of fun there, and a nice win too. In doing so you were doing quite a bit of requesting and cancelling of withdrawals, on one occasion in which you did so you cancelled a requested withdrawal on top of a playable balance subjecting the combined balance to the removal of the coupons for both deposits.

The first for $230 was already removed as you say, the second for $263.50 was removed on your last approval.

The good news is you've still got a significant win here, I'm submitting your most recent approval for payout escalation and hopefully we can get it out the door for you shortly.

Best wishes,

Nick and Cool Cat

I just checked with the live chat and the approval for 2237 was sent today to their payment provider. i will notify you when i get that payment and then we can move ahead for the next 2500

Dear Gladys,

I’m glad to hear that. I’m setting the timer for 14 days. Please let us know once you’ve received the payment or if there’s any other news regarding your case.

Happy to say I got my payment today and contacted live chat to inform them and the rep said he would escalate the next pending withdrawal for 2500

happy to say i got my payment , spoke to live chat and informed them rep said he was escalating the pending withdrwal for 2500

Thank you, Gladys, for the info. I’m glad to hear the good news. I’m setting the timer for 14 days. Please let us know once there are any further updates.

I spoke to live chat today and the rep told me that it was esalated and the team is handling it...he said to check back in a week.

Thank you, Gladys, for the update. I’ll set the timer for 10 days. Please keep us posted.

I checked with live chat is still pending. Rep sending another escalation, Maybe you can do more on your part

Dear Cool Cat Casino,

Please comment on Gladys’ most recent reply and let us know if the process can be expedited.

Hey Gladys,

I've looked into it and hopefully we have another approved withdrawal today or tomorrow.

Best,

Nick and Cool Cat

Thank you, Cool Cat Casino, for your reply. We’ll wait for further updates.

I checked my account today and the 2500 was approved it usually takes a week for the casino to send the money and after that about a week to 10 days to get my money,

Hey Gladys,

I've escalated the approved withdrawal for express payout, hopefully it will be released to our 3rd party today or Monday. I can't expedite the 3rd party process unfortunately so yes, 3-10 business days is standard once it's released by the casino.

Best,

Nick and Cool Cat

Thank you, Cool Cat Casino, for your reply. Please let us know once the payment has been released to the payment provider.

I spoke to live chat and was told that the 2500 was sent to the payment provider on 5/7 i should get my payment sometime next week

Thank you, Gladys, for the update. I’m setting the timer for 10 days. As usual, I’d like to kindly ask you to let us know once you’ve received the payment or if our assistance is needed.

As of today, the 10th business day I have not received my payment. If I don't get it on Monday I will go on line to live chat. I will also let you know so maybe you can do something on your part. I was hoping i would have gotten it by now as it never takes this long.

Dear Gladys,

Thank you for letting us know. We will notify the casino representative. In the meantime, please keep us posted!

I will do that

I checked my bank and no payment yet. i am ver y disappointed to say the least.. I contacted live chat and spoke to freya y***....She tried her best and said if i dont get it by next week to send an email to payments with a copy of the account from 5/7.

Hey Gladys,

I've just confirmed the payment did indeed go out to our 3rd party on the 7th of May shortly after my escalation, I also confirmed there are no known current delays on wire payment. Generally it is 3-10 business days on delivery once payment goes out however that can vary a bit depending on volume with our 3rd party. Just be patient a little longer and it should be with you.

Best,

Nick and Cool Cat

Thank you, Cool Cat Casino representative, for confirming.

Dear Gladys,

It seems that the payment got delayed. I believe it’s only a matter of days before the funds land in your account, therefore, I’m setting the timer for additional 7 days. Please keep us posted.

no money yet...you said it was delayed ....when did they send it out?

Dear Gladys,

According to the most recent information from the casino representative, the payment was released to the casino’s payment provider on May 7, 2021. As you might know, Cool Cat Casino belongs to a group known for long waiting payout times. Despite the aforementioned waiting time of 3-10 business days, in some cases, it can take several weeks for a payment to reach a player’s account. Therefore, I’d like to kindly ask you to allow a few more days for the transaction to be completed. I’m setting the timer for 7 days.

ok if i dont get my payment by next week should i send an email to payments as freda y*** suggested. i never had to wait this long for a payment. i got my last payment in 5 days . no payment today

no payment yet ....should i wait another couple of days or should i send an email to payments today,,,,please advise

Dear Gladys,

Please send an e-mail to the casino’s payment department, as advised by the support agent. If there’s no news by Thursday this week, we will ask the casino representative to investigate what might be the issue.

ok i will send the email out today . i have to make copies of my bank staatement

no payment as of today and no response from the payment department either

Dear Cool Cat Casino representative,

Could you please take a closer look at the issue and let us know why the last payment sent to Gladys’ account seems to have been delayed?

I am happy to say that i finally got my payment today,,,,, now we get the last payment for 1700 to get approved.

I contacted live chat informed them i received my payment . Freya is going to escalate the last pending payment,,,,I will check back a week from today or possibly earlier to see if it has been approved.

Dear Gladys,

I’m very glad to hear the good news! I’m setting the timer for 7 days. Please keep us posted on any news regarding your last withdrawal request.

Spoke to live chat today as pending withdrawal was still showing as pending....Rep said she would send a follow up and to check back in 3 business days....perhaps you can do something on your end.

Dear Cool Cat Casino representative,

Could you please keep us informed on the status of Gladys’ most recent withdrawal request?

Hey all,

It's still pending approval, I'll see what I can do.

Best,

Nick and Cool Cat

Thank you, Cool Cat Casino representative, for your reply. We’ll wait for further updates from you.

i will also follow up with live chat

Contacted live chat got the same response....represenative will follow up again, I informed her that this would be the 3rd followup...

I am happy to say that my withdrawal for 1700 has been approved today.. it should take about 2 weeks to get my payment

Hey all,

Indeed, the approval went through yesterday and payment left the casino a few moments ago. Once it is released to our 3rd party payment providers we are generally looking at 3-10 business days on delivery to your bank account (as usual).

Best,

Nick and Cool Cat

Thank you, Gladys, Cool Cat Casino, for your replies.

Dear Gladys,

I’m setting the timer for 14 days. Please let us know once you’ve received the payment or if there’s any other news regarding the issue.

I will let you know....It has been a long road from December to get my payments.

I received my last payment today,,,,Thank you for all your help. It was for 1660

Thank you very much, Gladys, for confirming and for your patience. It was indeed a long road, but I’m very glad we could help and that the issue is now successfully resolved. 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