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It’s been over 2 weeks since I requested my withdrawal and the request is still in a pending status. The customer service over chat have been helpful but I still have not gotten an approval on my withdrawal. I submitted all the requested documents and have had my withdrawal escalated twice and still nothing.

Hello Dreal82,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I believe it was fully verified on 11/12/23 or 11/12/23. I had ask what was taking so long and that’s when the rep stated I needed to submit some documents. I won the winnings with real money not a bonus. I last spoke to a rep I believe Friday 12/2/23 or 12:2/23 when I was told that the first escalation was not noted correctly and that she was going to escalate the payment again the correct way.

I can see on my account that the manager approved a different amount do to a bonus. But I still have not received my payment via bitcoin.

Thank you Dreal82 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Dreal82,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Cool Cat Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

My request was finally approved but I’ve been waiting for my bitcoin deposit since 12/4/23 now. I’ve asked them several time times how much longer I need to wait for my money and they said to come back after the 11th business day after 12/4/23. Have you heard that it usually takes that long to get the bitcoin deposit? My request was originally on 11/14/23. This is the longest I’ve ever had to wait for my winnings

Dear Dreal82,

The approval of your request is surely a step in the right direction. I will set a timer to 12/20/23, 11 business days after 12/4/23, as the casino suggested. After this time, we will see how the situation has developed and we will proceed accordingly. Please, let me know here in the thread if anything new comes up. I will be looking forward to hearing from you!

No update yet. It’s 12/16/23 and still no money. I extremely disappointed with cool cat casino. The worst site I’ve ever played on. Any other site I’ve never had an issue with getting my winnings

We would like to ask the 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’ which may negatively affect its rating.

We would like to ask the 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’ which may negatively affect its rating.

Greetings all,

I had the opportunity to review the situation and payment was released via Bitcoin on the 18th of December and has been confirmed delivered in Blockchain Explorer, could you please confirm delivery Dreal82?

Best wishes,

Nick and Cool Cat

Dear Dreal82,

Can you confirm that you have received the payment so we can close this complaint in our system as resolved? We will be waiting for your confirmation.

Dear Dreal82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.