Cool Cat Casino - Pelaaja ei voi vetäytyä.

While I have received a no deposit bonus and I have successfully wagered with a maximum withdrawal of 100 euros. The casino does not open the withdrawal option for me in order to withdraw the 99, replying that from the country I am in I can play but not withdraw....

Ενώ έχω λάβει no deposit bonus και έχω επιτύχει το wager με μέγιση ανάληψη 100 ευρώ. Το casino δεν μου ανοίγει την επιλογή ανάληψης προκειμένου τραβήξω τα 99 απαντώντας μου ότι από την χώρα που είμαι μπορώ να παίζω αλλά όχι να κάνω ανάληψη....

Hello orestios,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cool Cat Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you ever deposit into the casino? Did you ever use VPN to access to the casino website?

Looking forward to your answer.

Regards,

Nick

-02/09/2022 I have sent by email to documents@coolcat-casino.com an identity card and proof of residence, and I was informed by automatic messages that my case has received number 151618271 and 151620785.

-06/09/2022 I have emailed a question if anything else is needed, no response.

-26/09/2022 I have emailed help@coolcat-casino.com if further documents are needed for identification, and I received an automatic reply that the message was received and they will respond within 7 working days, which they did not.

-06/10/2022 I emailed documents@coolcatmail.com again the identification documents and received an automated reply that my message was received and received case number 151750771, with no further update.

-06/10/2022 in my attempt to communicate with the live chat, a representative informed me that since I have not received any answers, I should upload the identification documents to the live chat. While I had uploaded to the live chat ID and proof of residence I was asked for an informal translation of the proof of residence. By the time I did, the representative had called the discussion. When I came back he informed me that players from my country are only allowed to play and not withdraw...

-I haven't used a VPN.

-I haven't made a deposit. The balance is from a no deposit bonus.

-02/09/2022 έχω στείλε μέσω email στο documents@coolcat-casino.com ταυτότητα και αποδεικτικό κατοικίας, και ενημερώθηκα από αυτόματα μήνυματα ότι η υπόθεση μου έχει λάβει αριθμό 151618271 και 151620785.

-06/09/2022 έχω στείλει μέσω email ερώτηση εάν χρειάζεται τίποτε άλλο, δίχως απάντηση.

-26/09/2022 έχω στείλει μέσω email στο help@coolcat-casino.com εάν χρειάζονται περαιτέρω έγγραφα για την ταυτοποίηση, και έλαβα αυτόματη απάντηση ότι εχει παραληφθεί το μήνυμα και θα απαντήσουν μέσα σε 7 εργάσιμες μέρες, πράγμα το οποίο δεν έγινε.

-06/10/2022 έστειλα μέσω email στο documents@coolcatmail.com ξανά τα έγγραφα ταυτοποίησης και έλαβα αυτόματη απάντηση ότι έχει παραληφθεί το μήνυμα μου και έχει λάβει αριθμό υπόθεσης 151750771, δίχως να έχω άλλη ενημέρωση.

-06/10/2022 σε προσπάθεια μου επικοινωνίας με το live chat με ενημέρωσε εκπρόσωπος ότι εφόσον δεν εχω λάβει απαντήσεις να ανεβάσω τα έγγραφα ταυτοποίησης στο live chat. Ενώ είχα ανεβάσει στο live chat ταυτότητα και αποδεικτικό κατοικίας μου ζητήθηκε άτυπη μετάφραση στο αποδεικτικό κατοικίας. Μέχρι να την κάνω ο εκπρόσωπος είχε κλήσει την συζήτηση. Όταν επανήλθα με ενημέρωσε ότι παίχτες από την χώρα μου επιτρέπεται μόνο να παίζουν και όχι να κάνουν ανάληψη...

-Δεν έχω κάνει χρήση VPN.

-Δεν έχω κάνει κατάθεση. Είναι από no deposit bonus το balance.

Thank you orestios1 for all the information. We believe that once the casino allowed you to register, there shouldn't be any reason not to pay you out for that reason. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello orestios1,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Cool Cat Casino to join the conversation and participate in the resolution of this complaint.

Dear Cool Cat Casino,

The player has been told that they are unable to withdraw their winnings due to the country they have registered from. Can you provide more information? I have also looked at the terms and conditions of the casino and the links to the documents regarding restricted countries do indeed seem to be broken.

Kind regards,

Adam

Greetings all,

Just letting you know I have reviewed the situation and indeed players from Greece are not entitled to cash and play free welcome chips according to the terms and conditions of the casino. We will need to discuss this internally as to how to further proceed, your patience is appreciated.

Best wishes,

Nick and Cool Cat

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

We will await further information from you.

Kind regards,

Adam

Hello orestios1,

Thank you for your response.

Dear Nick and Cool Cat Casino,

Please respond and confirm if this is acceptable and if further documents are required.

Kind regards,

Adam

Mr. Adam, close the matter. truth. I'm tired and I believe you are too. Because I have hunted for several no deposit bonuses, I have never seen such a difficulty in communicating and withdrawing anywhere. I honestly leave the money. I won't even play them. I hope you found out the communication difficulties a player faces with the casino, the unfair withdrawal conditions and the non-acceptance of registrations that have been accepted by more reputable casinos.

Thank you very much for your time and sorry if I bore you.

Κύριε Adam, κλείστε το θέμα. αλήθεια. Κουράστηκα και πιστεύω και σεις. Επειδή εχω κυνηγήσει αρκετά no deposit bonus ουδέποτε είδα τέτοια δυσκολία επικοινωνίας και ανάληψης πουθενά. Ειλικρινά τα αφήνω τα χρήματα. Ούτε καν θα τα παίξω. Ελπίζω να διαπιστωσατε τις δυσκολίες επικοινωνίας που αντιμετωπίζει ένας παίχτης με το casino, τους άδικους όρους ανάληψης και την μη αποδοχή εγγραφών που έχουν αποδεχτεί αλλά casino με μεγαλύτερη φήμη.

Ευχαριστώ πολύ για τον χρόνο και συγγνώμη αν σας κούρασα.

Hello orestios1,

I am sorry to hear that you feel that way, but I completely understand your frustration. I will close the complaint as per your request, and I sincerely hope that you do not experience any further issues with this or any other casino in the future.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam