Cool Cat Casino - Hráč má potíže s výběrem své výhry.

Dear Darrell

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Why you have been trying to contact casino support? Have you accumulated your winnings with or without any active bonus? How much was your last deposit? Could you please elaborate? I will be waiting for your reply patiently.

Best regards,

Petronela

i cant remember about any bonus i always make only 50.00 deposits but i cant say for sure

Dear Darrell,

Could you please forward your bonus history? My email address is petronela.k@casino.guru. Did you receive any explanation from the casino why your winnings have been capped? 

ill try to find the bonus history

i cant find any bonus histiry with any of them this is about the same thimg ive beem going through everybody should know the casinos dont pay there debts anymore like they use to and nobody gives a damn

this is the same thing ive been getting from the casinos they told me that i was a winner iknowit yall know its just a way to cheat people

Thank you, Darrell, for your reply. Unfortunately, I still don’t understand what the issue is. Could you please elaborate? How is it possible that you’re experiencing the same problem with three different casinos? Are you sure there is no communication that could be forwarded? Please try to cooperate and meet me halfway. It is challenging to proceed without any further information or supporting evidence of your winnings being capped/reduced. Thank you in advance for assistance. Resolving an issue needs to be a mutual effort. 

Dear Darrell,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"they dont pay my winnings are talk to me all it is lie lie lie this casino should not be online they stold my momey dont let then stile yours they stold 2000.00 from me i won three momths ago STAY WAY STAY WAY FROM COOL CAT"

Have you completed account verification successfully in the past?

yes several times

Thank you very much, Darrell, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Darrell,

I'm taking over your complaint. I will contact the casino and see what the problem is.

thank you

We would like to ask the 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hey Daryl, Petronela, and Peter,

I can see that one of my agents Steve has been in touch with you pretty much from the beginning here Daryl and has been submitting all of your information for approval as it comes in and keeping everything on track for you.

Currently all of your account verification and payout details are reviewed and in place in your casino account and we have an approval on that withdrawal request as well as of the 19th.

The approved withdrawal is scheduled for payment on Monday to our 3rd party however I have escalated it and perhaps we can get it out a bit sooner but no promises on that.

Best,

Nick and Cool Cat

Thank you Nick for the reply.

Hi Darrell,

Have you received your funds?

no

Hi Nick,

What is the exact amount the player is supposed to receive and what is the status of the transaction?

2000.00

i got a tranafer for1810.00

Hey all,

After removal of the deposit bonus amount of $150 and a transaction fee of $20 the amount of payout was $1830, there may have been a transaction fee on the part of your bank as well leaving you with the $1810 in question.

That was the full payout amount Darrell, I think we're good here.

Best,

Nick and Cool Cat

thank you nick

Hi all,

Thank you for the replies. Darrell, I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter