Cool Cat Casino - Hráč nemůže vybrat své výhry.

Try to withdraw my money And they told me I was not a 1st time Player Because it was a bonus but she's not true I never play it on this sight before you can see in my attachment It says Welcome to Cool cats And Has the date I just signed up When I spoke to the agent On chat That is The excuse She gave and then just ended chat Before I could Before I could I couldn't even reply

Dear Chad257,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have been accused of opening multiple accounts?

Could you please advise if you passed the verification before the casino informed you about this?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes that is correct they have accuse me of having multiple accounts But I just signed up yesterday And completed The sign up Then I played for a while And I was up some money I went to the chat In the Man informed me That I could not Cash out Until I played through $750I did not think there is anyway that I could play through that much with such a small bonus But I managed to do so I ended up with 155Then they deducted the 55Because You can only win 100They said So when I completed that I went back to the chat And asked the lady Why they deducted 55 She informed me it would be because that's how the bonus works I said okay Then she said would you like to cash out I said yes Because there is no reason for me to play anything anymore If I cannot win any more and can I only Lose it She said yes that's correct I cannot win anymore I asked her how I withdraw my money Because it said they needed a picture of my ID I asked if I should send a picture And if I needed anything else She said let me check your account Then she came back And said I could not Cash out Because I have multiple accounts And When I am ready to make A Cash Deposit They would give me a good deal And then Just ended the chat before I could even reply So I sent over My License and info That it requested On The Withdraw page Vivia The email That it said And then I found You guys On the internet

Thank you for your reply, Chad257. Do I understand correctly that you activated a bonus with promo code "GEM320"?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

They gave me a free $25 for signing up With 50 times play through I managed to do so and end up with $155 they took the $55 away and said you could only win up to $100 so the lady ask me if I would like to withdraw my money I said yes because if I can't win no more there is no point of me playing Any more She said to give her a minute while she checked my account When she came back to the chat She said that I had multiple accounts which I did not because I just signed up that day And cannot With all my hundred dollars And then just ended the chat

Is there any chance that someone from your household, using the same IP address or your device has also created an account at this casino? 

No it's just me and my girlfriend here and my 2 kids and my girlfriend does not gamble at all so she would never go to that site

Thank you very much Chad257 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.

Ok thanks

Hi Chad257,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cool Cat Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

I reviewed the case and unfortunately Chad256 you do indeed have another account opened in April of 2021 which was used to redeem a free chip, then played to $0. I see also that you logged into that account on the 21st of June the day after the secondary account was opened.

According to the terms and conditions of the casino only one account per player, per household is allowed, and only one free chip is allowed between cash deposits.

Unfortunately this means that any winnings from the secondary account and on the second free chip would be considered non-cashable.

Wish I had better news for you but these are the facts.

Supporting evidence has been submitted to the casino.guru team for review.

Best wishes,

Nick and Cool Cat

I really don't know how that could even be if I put my email in on sign up it would say had a account already

Hi Chad257,

I chatted with the casino rep on Skype, I requested some more information, I will keep you updated.

Ok thank u!!!!

Since the conversation on Skype got stuck, I would like to give Nick a nudge also here.

Hey all,

Wrote you last week regarding the situation Peter, let me know if you need further information.

Best wishes,

Nick and Cool Cat

Hi all,

Sorry for the late reply.

Thank you Nick for the explanation.

Dear Chad257,

I'm afraid I won't be able to help you with this one. The casino provided evidence suggesting that you indeed have two accounts, that you took welcome bonuses on both accounts and even were used on the same day. Unfortunately, your complaint will be rejected. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.

Best regards,

Peter