Cool Cat Casino - birthday chips

RESOLVED
posted on July 13, 2013.

Well here is the basic flow of events.

I get a 50$ birthday chip from cool cats, so I play blackjack and win 100$, I decide to cashout on the 100$.

After I made the withdrawal I deposit 50$ and use one of their special coupons bonuses. I play through the play through and come up a few bucks. The next few days I play blackjack and one day I'm up to 700$, while I'm playing my balance goes down to 0.00$ and I get a "account reset by administrator" message. And here is the conversation I have with the employee who picks up on live chat. After I threaten to post this review here an account manager gets on the line. Near the end of the chat I even see a post by someone else who was watching the conversation... I guess I must have got some attention... >.>

Pretty cut and dry. I was actually winning so they disabled my account. Pretty cut and dry here. The mixed money thing or whatever they stated is actually no where to be found on their deposits page.

The manager agreed to issue a refund for my deposit, but that remains to be seen if it will actually happen or if I will have to issue a charge back... Damb... and Here I was doing the best with black jack that I have ever done... having lots of fun and this casino ruined it.

STAY AWAY FROM COOLCATS

A site operator will be with you momentarily.


Hi! Thank you for using our LiveChat Service. This is 'Perry'. Please verify your Email and Phone Number so that I can assist you.

jcvanpel: [email protected] , phone number 989-598-4125


Perry: Thank you... How can I assist you?

jcvanpel: Hello. I'm very upset. I was playing blackjack and doing well and suddenly my session was disabled by an administrator or something?


jcvanpel: I deposited 50$ to get started with your site and it seems like this is a scam.


Perry: Please hold on while I check that for you...

jcvanpel: I was up to 700$ in earnings and suddenly I have 0.00$ , and the 100.00$ withdrawal I had requested is no longer showing.


Perry: Please hold on while I check that for you...

Perry: The reason your funfs were removed is because you mixed funds


jcvanpel: I mixed funds? what does that mean?


Perry: You mixed your birthday chip with you next deposit


jcvanpel: I dont understand. I played with my birthday chip then made a 50$ deposit


Perry: When you add money to your balance when it is highr than $3 winnings were voided


Perry: You had $100 in your balance when you added your $50 deposit with a bonus


jcvanpel: That makes no sense. So you should have just added 50$ to my balance?


jcvanpel: and the bonus should have only applied to the 50$ , if you applied it to the whole thing thats the casinos fault. I'm not an accountant, thats your softwares job


jcvanpel: This is going onto askgamblers.com


Perry: As per company rules and regulation, like I just mentioned you, when you add money to your balance it has to be less than $3... If you do you mix funds and winnings are voided as per management


Perry: I am sorry for the inconvenience...


jcvanpel: Why was it that just as I was winning in blackjack that this came up?


Perry: It is all in the rules and regulations of the casino


jcvanpel: Well, what about my recent winnings?


Perry: That has nothing to do...

jcvanpel: And I want my 50$ back


Perry: Those are voided


jcvanpel: Please issue me a refund immediatly


jcvanpel: No where were your casions "regulations" stated when I made my deposit. If that were the case my deposit should have been rejected


Perry: I can put the $50 back into your balance


jcvanpel: Please do, although the right thing to do would be to at least add 100$ since that was the amount of my deposit.


jcvanpel: er, withdrawal.


jcvanpel: and also I cant get the 50$ out of your casino and walk away because your minimum withdrawal is 100$


Perry: The deposit is in your accoun


Perry: t


Perry: A $50 deposit which is what you did


Perry: Anything else I can help you with?

jcvanpel: No. your 50$ in my account isnt even a refund since your casino has no intentions of paying out. This is still going on askgamblers to warn others, and I will be charging back your casinos 50$ from my card.


Perry: Please hold on while I check that for you...

Eric: Hello Jeremy

Eric: this is the caisno manager on duty

Eric: Sorry honestly for any inconvenience this is causing


Eric: But unfortunately you mixed your money that usually comes with no restrictions


Eric: with free money given by the casino

Eric: and this free money usually comes with restrictions


Eric: So that is the problem

Eric: You can not mixed funds that way

jcvanpel: Hello Eric, I'm a customer its not my job to worry about mixing money. Your casino should have rejected my deposit or warned me in that case. I didnt know.


jcvanpel: I even played through the playthrough on the bonus from my 50$

jcvanpel: It seems like just because I was winning I am having these problems.


Eric: I understand you point

Eric: Unfortunately, the system will not stop you

jcvanpel: At no point was I told about my balance being 0.00 or under 3$ before I can make a deposit, that just sounds silly


Eric: It is totally up to the player to play by the rule


jcvanpel: Your casino does not tell the player about this rule


Eric: You need to be aware of our casino rules

Eric: You signed up with us

jcvanpel: I'm looking for it. I dont see it anywhere


Eric: and we assume you know the regulations

jcvanpel: Okay. Whatever its clear that your casino is just a scam. I'm still going to warn others on review websites and make a chargeback


Eric: No need to charge it back


Eric: I will request a refund of this one deposit


Eric: i will close the account to avoid further inconveniences

Eric: its the best way to go

jcvanpel: Thank you. I'll find a real casino to give my money to.


Maddie: Sure


Eric: Thank you for visiting our Casino. Feel free to contact us at any time for further assistance!


Eric: and you played with the money


Eric: very wise


Eric: You have a good day

posted on July 22, 2013.

Dear Player

I will look into this matter and will get back to you soon

Regards

Cindy Greco

posted on July 23, 2013.

Dear Player:

By checking the account with casino we've noticed:

On 7/11/2013 7:04:17 PM you received a $50 birthday Free Chip and played with it. While having a balance of $100.80 from this free chip; on 7/11/2013 9:19:12 PM you made a $50 deposit and on 7/11/2013 9:21:03 PM redeemed a 350% bonus code FUN350 on top of the deposit and the free chip balance. After playing and mixing free chip and bonus money you made a cashout request.

As per Casino rules: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php

"Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Promotional offers or coupons cannot be combined. If at any time this should occur, winnings will be void.

In the event that a Player uses a promotional offer or coupon that he/she is not entitled to use, any and all winnings generated from that promotion are forfeited and the original deposit is returned to the Player. "

We have also been informed that you've made a chargeback; therefore your account has been closed as per Fraud Department.

Regards

Cindy Greco

posted on July 23, 2013.

This issue is NOT RESOLVED.

I received this reply today.

Dear Player:By checking the account with casino we've noticed:On 7/11/2013 7:04:17 PM you received a $50 birthday Free Chip and played with it. While having a balance of $100.80 from this free chip; on 7/11/2013 9:19:12 PM you made a $50 deposit and on 7/11/2013 9:21:03 PM redeemed a 350% bonus code FUN350 on top of the deposit and the free chip balance. After playing and mixing free chip and bonus money you made a cashout request.As per Casino rules: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.p­hp­"Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Promotional offers or coupons cannot be combined. If at any time this should occur, winnings will be void. In the event that a Player uses a promotional offer or coupon that he/she is not entitled to use, any and all winnings generated from that promotion are forfeited and the original deposit is returned to the Player. " We have also been inform

ed that you've made a chargeback; therefore your account has been closed as per Fraud Depart­men­t.R­ega­rds­Cindy Greco

So yes, I get a birthday chip. Win 100$, my balance is now 0 after making withdrawal. I decide to keep playing and deposit 50$ and use a promo code that the casino repeatedly has displayed to me. My point is that if this was against the rules the casino should have not let me used the promo and just let me deposit my 50$. Like other good casinos do.

Cool cats leaves this hole open because they know they can fraud folks and take away their winnings.

Even if all of this was true would I not still be entitled to my 100$ earnings from my birthday chip? Why take that away?

And no Cindy, I did not issue a charge back. Eric was kind of enough to cancel my 50$ withdrawal or something, as far as I know.

posted on July 26, 2013.

Dear Player

Casino has informed me that you've mentioned on a chat to one supervisor the following:

jcvanpel: Okay. Whatever its clear that your casino is just a scam. I'm still going to warn others on review websites and make a chargeback.

Account has been closed by Fraud Department since you are considered a Risk Player.

Please accept my sincere apologies

Cindy Greco

posted on July 29, 2013.

Dear Player:

Unfortunately in this case; casino informed me that after your charge back threats they have closed your account since Fraud Department considers it risky.

Regards

Cindy Greco

AskGamblers
posted on August 2, 2013.

The player mixed money from a free chip and a deposit + bonus which is not allowed as per Casino rules, that's why Fraud Department closed their account!


Can't help that, so this complaint is solved!