Cool Cat Casino changes payout procedures mid stream

RESOLVED
Robin Fodora United States
posted on June 15, 2015.

Back in November of 2014 I won $40,000.00 at cool cat I did what I was told and submitted several withdrawals for $2500.00 each, all of a sudden they started splitting the payment into 2 withdrawals of $1250.00 each now I have a withdrawal for $1250.00 they approved on May 26th when I contacted the withdrawal department they said I had to email [email protected] to see where the payment stood. Every month it is a problem to get answers and they still owe me over $22000.00 at this rate it will take years to get my money. I followed all their rules to a tee, but they don't play fair with payments, I was told they would pay $2500.00 a withdrawal and that's not true, they make the rules up as they go along. They always blame it on the payment provider, how is it that a first $2500.00 was fine but now I can't even get $1250.00 without a huge hassle. Everything was fine until I quit playing as much and they took my VIP status away and now I have to use their regular staff with no help from them. I am very disappointed in Cool Cat and I have played there for years.

posted on June 22, 2015.

Hi fb,

Congrats on that great win, but I'm sorry to hear about what's going on with this.

As far as your current withdrawals, a payment in the amount of $1210 ($1250 - $40 transaction fee) was sent to the processor. It takes 2 - 5 business days to be confirmed (beginning 6/16) and once confirmed should take 48 hours to clear into your Visa account.

Your most recent approval was on 6/15 for $1250 will be processed within the next 10 business days.

Regarding why this is being split as it is, I'm looking deeper into this. I will get back to you as soon as I have answers.

All the best,

Tawni

Robin Fodora United States
posted on June 22, 2015.

Thank you Tawni for the response. Before my account went to the escalation department and was being processed the normal way payments were timely. It usually took about 15 days total to see the money hit my account. Now the 5/26 payment has been sent to the provider on 6/16 and still no money in my account it has been 4 business days today and by the time I receive it, it will have taken 30 days. I just don't understand the hold up. In reading your post my understanding is once it is sent to the payment provider it still takes an additional 2 - 5 days plus 48 hours (which is 2 days) so a total of 7 days to process. Before it took a total of 3 days at the most.

posted on June 26, 2015.

Hi fb,

After speaking with our CFO I found the reason for the split payment is due to the withdrawal option you selected. While we were previously able to issue some payments in the large amount this payment option no longer allows for that. This is something that is completely out of our control, however, I have asked one of our Escalations Managers to contact you regarding other payment options.

I hope this helps,

Tawni

Robin Fodora United States
posted on June 28, 2015.

Thank you Tawni the escalation manager did contact me but the choices for other payment options was not what I would use. I am working now with her on this matter for payments in a more timely manner. Thank you again and consider this particular matter resolved.