Cool Cat Casino - Wont Pay my $470

RESOLVED
posted on October 31, 2013.

On the 21st august 2013 I was playing on cool cat casino and a message popped up regarding my account and to contact player support. I contacted player support and they advised me I had broken the terms and conditions of the promotion bonus, since I had a pending withdrawal I could not redeposit and claim another bonus. I first made a deposit of $30 and won $220 so I submitted a withdrawal request of $220.

Afew days after I decided to go back on coolcat and make a deposit of $250 which turned into $1000 bonus. Which had to play through $1000 before the cash was available to withdraw, after I played through this $1000 requirement with my deposit of £250 I had around $1100 I then logged onto cashier cancelled the $220 withdrawal I previously requested so my casino balance was a total of $1342.21

The day after the message popped up to contact player support. They told me I had broken the rules so I have to start off again with $250 and if I win anything I could keep it but I would have to start again from $1342.21 to $250. I said I wasn’t happy as I already made $220 from my $30 and made another deposit of $250 so therefore I should at least of had $470 if you combined the previous $220 I won. Coolcat said no to this and I had to start at $250 so I told them I wasn’t happy and I want my previous $220 I won before I made the $250 deposit. After some debate they told me they will close down my account and refund me my $250.

I have contacted coolcat casino around 3 times since this and each time they advise me it takes 8weeks, then its 16 weeks or could take longer. I just don’t get how it could take so long to deposit my money to my account, it’s an instant process when you’re making a deposit. It’s been almost 4 months since I played on coolcat and I feel I won’t be able to get the money owed to me, I feel down and could really do with the money that is owed to me. I believe they should pay me the whole $1300 before they messaged me. I just want my $220 which I won from the $30 deposit I made via neteller and my $250 which I deposited after, a total of $470. I am quite desperate now this is why I have submitted this. I have nowhere else to go.

I really hope you can help.

Thank you

posted on November 8, 2013.

Dear Player

Your $250 have been refunded back to your credit card. You should be receiving it soon.

Regards

Cindy Greco

posted on November 11, 2013.

Dear Player:

Your complaint has been escalated to Upper Management. They are checking into it.

I will be contacting you back within the next 24 hours once they inform me what is their final decision.

I will be glad to assist you on this matter

Regards

Cindy Greco

posted on November 11, 2013.

Dear Player:

After checking your account with the Casino we've noticed:

On 8/12/2013 8:08:13 PM you redeemed a $100 Free Chip

On 8/14/2013 8:28:56 PM you requested $220 withdrawal from that free chip. Please be aware that maximum cashout on that free chip was $100.

On 8/14/2013 9:33:35 PM while having a cashout on a pending chip you redeemed Free Chip with code THANKYOUAUG and played with it.

On 8/15/2013 6:47:34 PM you made a $250 deposit and redeemed code COCTAILX3 and while playing with the bonus and deposit you canceled the $220 winnings from the free chip mixing them up which according to the rules is not allowed and had $1,130 on your account.

Casino Upper Management made a one time exception and will allow you cashing out. From the $1130 balance the $750 which corresponds to the COCTAILX3 Non cashable bonus will be removed along with the $100 Free Chip amount which you have mixed up.

$1130 - $750 - $100 = $280. Your $280 payment has been approved and will be processed shortly.

Best Regards

Cindy Greco

posted on November 11, 2013.

Dear Player:

A total of $530 has been sent via Neteller for your $280 + a refunded deposit of $250.

Please confirm you have received it

Thanks

Cindy Greco

posted on November 14, 2013.

Dear Player:

We are waiting for your confirmation that payment and refunded amount have been received via Neteller.

Could you please confirm?

Thanks

Cindy Greco

posted on November 18, 2013.

Dear Player

Please confirm once payment has been received accordingly

Thanks

Cindy Greco

AskGamblers
posted on November 19, 2013.

 The player is paid! It's not nice to post a complaint and never get back to it with updates! Case solved!