This is what I call professional and responsible Customer Support.
Keep up the good work!
prs531 submitted a complaint.
Closed due to inactivity of Cool Cat Casino.
Closed due to inactivity of submitter.
Cool Cat - They Will Not Pay
I email your establishment about a week or so ago, and no one has contacted me.
I addressed my email to Steve, regarding Cool Cat Casino, I won $2500 and put thru a request to withdraw on 2/27/10. They keep telling me that they are going to pay next week, but when next week comes they do not approve or pay. I have emailed them numerous times, but they give me the same line over and over, please help me if you can. I would like to have my story on your website saying RESOLVED! I was so happy when I won!
This is the last response I received from Damian at Cool Cat: CoolCat-Withdrawals wrote:
Reference #: LTK146057331304X
Please use this reference number for any correspondence in regards to this issue.
Subject: When you were offline (via LivePerson)
This is Damian with CoolCat. what happen is due to the high amount of requests we are handling at the moment we are a bit behind schedule.
CoolCat Withdrawals Department
You can reach me anytime, Monday - Saturday 8AM EST until 5PM EST
Thank You Very Much,
I hope you're well. I'm also an Affiliate Manager for our group of casinos, as Steve is, and I am present in a couple of forums so we decided I'll be helping Steve with player issues from now on. Steve forwarded your email to me and I answered on 04/16, it seems you didn’t receive my email. Please add my email address (below) to your Address book and feel free to contact me directly.
The person I need to talk to is no longer here so I can’t give you an exact date for your withdrawal being approved yet, I hope to do this on Monday.
On behalf of the casino I’d like to apologize for the long delay in approving it. This is not meant as an excuse, but please know that until a couple of months ago it would always take 7 to 10 business days for withdrawals to be approved. In February there was an unusually high amount of withdrawals requests and it delayed the whole process. The casino is slowly getting back up to date and we expect to be back in the usual timeframe very soon.
It is a very unfortunate situation and we are extremely sorry that it has affected you. I can assure you however that your withdrawal will be approved and then sent, I only ask for a little more patience even though I know you’ve been waiting for weeks.
Please let me know if you have any questions.
I’m sorry I haven’t been able to get back to you with more specific details, I believe I’ll have a specific date tomorrow.
As I mentioned in my email, the first installment of your withdrawal was approved this week.
Good Afternoon All,
I received an email from Ingrid yesterday that stated Cool Cat did not have my ABA number to make an ACH deposit to my bank account, therefore the funds were returned to them. However, I have a transcript from Cool Cat that proves that I gave it to a rep name Steve twice in one conversation. Also, I had Ingrid review my account before the funds were sent and she gave me a thumbs up...
I am waiting on Ingrid to respond to my email of yesterday.
Below is the transcript you requested, however I took out my home address and bank account number for my own protection against identity theft, I am sure you understand.
Steven: Hello, Welcome to Cool Cat Casino!
Cool Cat: Hi Steven I would like to give you the following information to update my account: Full name of the Beneficiary: (if not yours) > Address of Beneficiary: (if not yours) > Bank Name: > Bank Address: > Bank Phone Number: > Bank Account Number: > ABA Code:
Cool Cat: usbank
Cool Cat: BP America Office; 200 Public Square; Cleveland, OH 44114; 216.623.4000
Cool Cat: 041202582
Cool Cat: o.k, do you have it?
Steven: Please allow me a minute
Cool Cat: sure, take your time.
Steven: Thank you for holding. I will be with you in a few moments.
Cool Cat: not a problem
Steven: what is 041202582?
Cool Cat: routing #
Cool Cat: the 041202582 is the ABA Code
Steven: Great, now I know
Steven: Can you please send the info in a ordered manner
Steven: banks name
Steven: banks address
Steven: banks phone number
Steven: account number
Steven: routing number
Cool Cat: bank name:usbank
Steven: swift code ( code for international purchases )
Cool Cat: banks address:BP America Office; 200 Public Square; Cleveland, OH 44114; 216.623.4000
Cool Cat: banks phone number: 216.623.4000
Cool Cat: banks address:BP America Office; 200 Public Square; Cleveland, OH 44114
Cool Cat: routing number: 041202582
Cool Cat: how is that?
Steven: swift code ( code for international purchases ),. you need to call the bank and ask for that
Cool Cat: ok, is that all you need? don't you guys have that information on your end?
Steven: No we do not
Steven: The swift code is the only thing we are missing
Cool Cat: o.k. I will call and get back to you
Steven: Thank you
Steven: Have a great night
We did have your ABA code as you provided it to us, otherwise we wouldn’t have been able to send the transfer.
As I explained by email, your funds were sent through a method called ACH and sometimes when it’s returned it’s because the bank has two separate ABA codes: one for regular wire transfers and one for ACH. In my email I was asking if they had a separate ABA code for ACH transfers, but the code you sent me back is the same one we already had, so I guess the transfer was rejected for another reason.
In order to avoid further trouble a check will be sent instead, it should go out on Monday so it will reach you at the end of the week.
Cool Cat is not telling the truth. I received my first installment payment of $1,175.00 on 5/20/10 by FedEx. I received an email from one of Cool Cat staff people who told me it will be sent out by the end of this week. Also, today I received an email from your affiliate, Ingrid Evans of whom I have been corresponding with for many weeks now,the following is her comments regarding my 2nd installment payment:
Unfortunately there's a problem with the payment processor we use, all payments have been delayed (even those to affiliates) and will have to be re-routed through another processor, which will take some time.
Please contact me back at the beginning of next week, hopefully I'll be able to give you an exact date on when your check will be sent.
Toll Free: 1-800-549-7407
As you can see Cool Cat is still not paying; everyone that I correspond with tells a different story, I do not know who or what to believe. I would really be appreciative if you could find out and let me know when Cool Cat is going to pay out the 2nd installment to my winnings of $2500 on 2/27/10. I would just like for this nightmare to end!
Thank you very much.
There seems to be a confusion. The link that was given to me, to which I wrote the answer regarding Western Union, was this:
unless I'm mistaken, this isn't your post.
I know customer service might be giving you different estimates but that's because they can only base their estimates on the average timeframe, they are not able to check into each case individually. The information I gave you, and have always given you, is accurate.
At this point we're unable to use the Payments Processor, a new one is being setup, this will take some time, we're expecting it to be ready next week but it's not definite. We are really sorry about the delay but as I mentioned in my email, this is completely out of our hands and it is affecting everyone, even if you were the wife of the owner your payment would still be on hold, along payments for everyone else unfortunately.
I really hope you can trust that I'm not giving you a run-around, I've never lied to you or given you incorrect information and I never will.
Finally, I received my final installment payment on 6/15/10, I picked it up from the mail room in my apartment today. Based on the amount of time it took for Cool Cat to make payment, I am not sure if your staff hurried the process along....I won the jackpot 2/27/10 and I just received the final payment on 6/15/10.
However, I do appreciate all of Ingrid's due diligence to keep me informed of the various situations as they arose. Thank you Ingrid!
p.s. I think Cool Cat should give me a $100 free chip for all of the inconvenience that they have caused me.
Leave your comment about this complaint
- Table Games
- Video Poker
- Specialty Games
- Microgaming Games
- NetEnt Games
- Playtech Games
- RTG Casino Games