Cool Cat Casino - Player withdrawal has been delayed.

Dear Gladys,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. From your four previous complaints, I understood that your account is fully verified, nevertheless, each withdrawal takes a bit longer.

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Could you please advise if you have accumulated your winnings with or without an active bonus? When exactly did you request this withdrawal?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Kristina

i did get a bonus and met the requirements....there are 2 bonus one for 320 and the other i think for 270 so if that is deducted i should end up on the first pending withdrawal for 2500 for approximately1875 or thereabouts/ the remaining pending withdrawals I should get the full amount which is 2500 and 500.

Thank you very much Gladys for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

Hello Gladys,

I’ll be in charge of your complaint from now on. I’ll sorry to hear about your negative experience.

I would like to invite Cool Cat Casino to join this thread and participate in the resolution of Gladys’ complaint.

Dear Cool Cat Casino,

Could you please indicate the time frame in which Gladys can expect some progress?

I spoke to live chat today and rep informed me he will send another escalation, he appologized for the delay but informed me that department has been overwhelmed with withdraeals..

Thank you, Gladys, for the update. Unfortunately, as it’s the holiday season, delays are expected.

We would like to ask Cool Cat Casino to reply to this complaint. We are extending the timer by 10 days.

checked the website to day it is still pending ,,,not approved yet will check again on Friday and if still pending with contact live chat/

Greetings all,

Apologies for the radio silence, I had a bit of time off over the holiday. I'm reviewing your situation Gladys and I'll see what can be done to assist.

Best wishes,

Nick and Cool Cat

i am happy to say the first 2500 has been approved for 1950 now we need to see when the other 2500 will be approved and after that the last 500.

I am happy to say I got my money today and contacted live chat today. Rep will escalate the pending withdrawal for 2500, I wii check back next week to check on the status

Thank you. Nick, Gladys, for the replies.

Dear Gladys,

I’m glad to hear the good news! I’m setting the timer for 7 days. Please keep us posted on any updates.

Thank you in advance.

as of today pending withdrawal for 2500 is still pending

spoke to live chat last night. still pending, rep will send another followup

Thank you, Gladys, for the updates.

Dear Nick,

Could you please indicate a time frame in which Gladys can expect the remaining amount to be processed?

Hey all,

I'll see what we can do to get thing moving for you Gladys, hopefully we have a payment to our 3rd party on your behalf in the coming business days.

Best wishes.

Nick and Cool Cat

Thank you Nick. I’m setting the timer for 7 days. We will wait for further updates from you.

I am happy to say my pending withdrwal for 2500 was approved yesterday

Greetings all,

Just confirming that payment was issued yesterday to our 3rd party payment providers for disbursal as a wire payment Gladys, as you know it's generally 3-10 business days on delivery but please let us know when it comes in!

Best wishes,

Nick and Cool Cat

Thank you, Glady, Nick, for the updates. We're glad to hear there's been some movement.

Dear Gladys,

I’m setting the timer for 10 days. Please let us know once you’ve received the payment. Thank you in advance.

Thank you, Gladys, for the update.

Dear Nick and Cool Cat Casino,

Can you please clarify the situation? Has the payment been processed on the casino’s end?

Hey all,

The agent was incorrect, as I said previously there was indeed payment issued to our 3rd party payment providers on the 2nd of February as a wire payment. It should arrive in 3-10 business days.

Best,

Nick and Cool Cat

i am happy to say i received my payment today

I’m glad to hear the good news, Gladys. I’m setting the timer for 7 days. Please keep us posted on any updates regarding the remaining amount.

Dear Gladys,

Has there been any news regarding the withdrawal of the remaining funds? I’m extending the timer by 7 days. Kindly note that in case you fail to respond in the set time frame, I will have to reject your complaint.

I GOT MY MONEY LAST WEEK

Thank you, Gladys, for the update and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been 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