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I had 3 x 2500 . They keep splitting and some disappearing and being told they are approved and being escalated waiting for next batch really no answers

Dear jsanders57,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payments are still pending inside the account without being processed? Could you please specify how many days ago were your withdrawals requested? Was your account successfully verified in the past?

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, especially if it’s your first withdrawal. 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 withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

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

Best regards,

Petronela

I started the withdrawals 2/7 I have had withdrawals before . My account has been verified too.I noticed they are splitting my withdrawals but haven’t received anything

Thank you very much, jsanders57, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you jsanders57 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cool Cat Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you Peter

Greetings all,

I've had the opportunity to review the account and I see outgoing wire transfers on the 16th of February, the 28th of February, and the 8th of March. Once payment has been made by the casino to our 3rd party payment providers it is generally 3-10 business days on delivery, none of these have arrived in your bank account jsanders57?

Best wishes,

Nick and Cool Cat

I did get one on March 9 and the 14 I still have several pending

Just to clarify,

3 payments have been issued and 2 have been received jsanders57?

Best wishes,

Nick and Cool Cat

Still 2 still pending one from 2/7

Greetings,

Indeed there are still two requested withdrawals pending approval however three payments have been released to our 3rd party payment providers on your behalf jsanders57. You have confirmed delivery on two of these payments however not on the 3rd payment. My question was regarding arrival of this 3rd payment.

Best wishes,

Nick and Cool Cat

How much was the 3 rd

Hey jsanders57,

Released to our 3rd party payment providers thus far:

Feb 16th: $1230

Feb 28th: $1220

Mar 8th: $1230

Mar 24th: $2480

Best,

Nick and Cool Cat

Ok haven’t received the the 2480 should receive any day thank you

jsanders57 please let us know when the money appears on your account and you will no longer need assistance.

Thank you!

Ok nothing yet

Still nothing

Response today 4/3 about my 2480 withdrawal that I never received

Well my withdrawl still hasn’t posted

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,

We are currently at business day 9 since payment was issued to our 3rd party and headed into a 4 day weekend for Easter as well. It shouldn't be too much longer but I can only confirm that payment went to the provider, the 3rd party can be delayed by any number of things including weekends, holidays, and volume of payments on their end. Let us know when it arrives jsanders57 and we can move forward.

Best wishes,

Nick and Cool Cat

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Will do

Nothing yet still waiting

Nothing still

Got the 1250 payment but still waiting on the 2480 which was supposed to be first

Greetings all,

Thanks for confirmation of delivery on that jsanders57. This can happen time to time, hopefully the previous payment arrives soon as well.

Best wishes,

Nick and Cool Cat

Nothing yet

This has been going on since March 12 when I submitted my complaint but was request way before that and still waiting

I was told yesterday they escalated it ? Why if it was already sent out

This is how they always respond

Nothing still this has been since Feb that I request this

Dear jsanders57,

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.

We’ve reopened this complaint at the request of jsanders57. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Greetings all,

All funds related to this issue have been paid in full, there are additional recent withdrawals which are moving along nicely from what I can tell (there was a payout yesterday the 16th of May) but this is unrelated to the initial issue we were addressing here as I'm sure jsanders57 will confirm.

Best wishes,

Nick and Cool Cat

Yes it has thank you

Dear jsanders57,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter