Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Complaint History
boditty submitted a complaint.
Cool Cat Casino responded.
boditty responded.
Cool Cat Casino responded.
Solved successfully.
Solved successfully.
Cool Cat Casino - No Payment Received
On 9/25/09, I requested two seperate $2500 withdrawls.
On 10/09/09, they approved $1500, and left $3400 pending. I have had several conversations with the livechat at the withdrawls departmet.
On 10/12/09, Carolyn told me "the finance dept. is taking about 10 business days to send the funds after approval, so from the day of the approval, you need to add 10 days until funds are with you". Well, that would be 10/23/09.
On 10/16/09, I decided to check back with them and spoke with Lilly. After checking she tell me: "The transaction was approved Frinday 10/09 afternoon, that means was sent to the processor until the next business day Tuesday 10/13. The payment takes 10-15 business days after the processor received the transaction. The time frame is just starting".
On 10/21/09, I contacted them again, and once again, got Lilly. This time she told me "so sorry! The payment of the approved $1,500.00 is scheduled by the first week of November". I once again contacted them on 10/29/09, and Lilly tells me "The payment of the approved $1,500 is scheduled by the end of the next week". Well that puts it in to November, not by November. I am getting nothing from these people but continuous lies and am growing very tired of it.
If there is anything you can do, it would be greatly appreciated. I have printed out or saved every single livechat conversation I have had with this casino. I will be glad to send those to you if you need them. My email address is char727@yahoo.com.
Hi Boditty,
What Lilly told you on October 16th was correct. It usually takes 10 business days for the finance department to process your payment, send it to the processor and for the processor to send it to you. Sometimes there are delays, which is why she added 10-15 days, however, the norm is 10 days.
Your payment was sent on November 2nd to you by check, in a couple of days we'll have a tracking number for you just in case, but most likely you will have received it by then.
Best regards,
Ingrid
I did receive a check yesterday for the first approved amount, which I do appreciate. However, I requested a bank wire transfer, not a check. If a bank wire transfer is not an option for withdrawls, then it needs to be removed from the withdrawl options.
Hi boditty,
We do have wire transfer as an option and we try to comply with players choices on payment method as much as possible. However, when it’s a large amount sometimes our processor is forced to use a different method, this might have happened in your case. Another possibility is perhaps we were missing necessary wire transfer information. This is what we would need:
Full name of the Beneficiary:
Address of Beneficiary:
Bank Name:
Bank Address:
Bank Phone Number:
Bank Account Number:
ABA Code:
Swift Code:
Please contact CS by chat and provide them with this information so that your next cashout installments can be sent through this method.
Best Regards,
Ingrid
I did contact CS as you said. I want to thank you for responding to this so quickly.
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