Cool Cat Casino - Ignoring my withdrawal request

RESOLVED
Jeff Sandlin United States
posted on January 1, 2016.

I filed for a withdrawal of $2359 from which i won all from the slots on the 25th of December and a couple days I logged back in and won around $650 again on slots then switched to blackjack and roulette and lost it all but never canceled the original pending withdrawal. Now they are saying I can't withdrawal any amount or won't give me the money. Frustrated

posted on January 6, 2016.

Hi fb_101­538­969­974­76940,

In order to complete your withdrawal, we need to receive your complete set of documents. We are still missing the authorization for your MC ending in 7807.

We attempted to email yesterday regarding this and the email was returned as undelivered. Please check your game console, as we also left you a player message requesting the required documentation.

Hope this helps,

Tawni

Jeff Sandlin United States
posted on January 6, 2016.

Thanks Tawni for getting back to me, I never received the email or message but I did email your company a photo of my drivers license, cc, and a copy of utility bill. I also faxed over the same picture. I hope this is sufficient and again apreciate you taking the time to respond back to me.
-Jeff

AskGamblers
posted on January 9, 2016.

Dear @fb_10­153­896­997­476940,

Any updates regarding your complaint? Thank you.

Jeff Sandlin United States
posted on January 11, 2016.

They told me they have received all the proper documentation and I am waiting to be processed. The opererators seem to be helpful in working with me so we shall see. Thanks for all your help and I hope it works out because I so really like their website. Thanks again

posted on January 12, 2016.

Hi fb_10­­153­­89­6­9­97­­476940,

We're genuinely trying on this--we've emailed you regarding the one missing document (we need the authorization form for your MC) and the email bounced back to us.

Can you please contact Tara, our Escalations Manager, directly? Her email address is: [email protected] o m (please omit the spaces in the .com). Tara is aware of this situation and will be ready to jump in and help get this sorted for you.

All the best,

Tawni

Jeff Sandlin United States
posted on January 12, 2016.

Thanks Tawni, I sent out an email to Tara and included a picture of the document including my CC ending in 7807. Not sure why the email is getting rejected or why on the console no messages pop up on my account. A rep called me on the 9th offering exciting new promos I could use and said would leave the code on the message screen and there is nothing there as well. He also told me they had just received my authorization form. Again I apreciate all the help you are attempting to do, thank you
-Jeffrey
P.S. if there is a different or better fax number that is on your website to send the form to I have no problem sending it there as well. Thanks again

posted on January 15, 2016.

Hi fb_10­­­15­3­­­89­­6­9­­97­­­4­76940,

Unfortunately, Tara, our Escalations Manager, still has not received the documentation required to process your payment.

Would you please print the authorization form for your MasterCard and sign it. The authorization form is found in the link below:

http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­aut­hor­iza­tio­n_f­orm.html

Please email this form directly to [email protected] o m (please omit the spaces in the .com) and include your username in the subject so we can identify it and prioritize it.

As soon as we receive this authorization form will will process your payment as quickly as possible.

All the best,

Tawni

Jeff Sandlin United States
posted on January 15, 2016.

I have done this 5 times now, I called your company, got 2 new fax numbers faxed both them emailed 2 new emails with attached photos, NOTHING.....yet your reps have zero problem calling me all day with new great promos. This site nothing but a SCAM.....I'm DONE

posted on January 19, 2016.

Hi fb_10­­­­1­5­3­­­­­89­­­6­­9­­­97­­­­4­­76940,

At this point, I'd like to ask if you would be willing to send the authorization form to the management at AskGamblers? I understand your frustration, as we're feeling no different on this. We've tried emailing you with your emails going undelivered. If you're opposed to sending this document, can you at least provide AskGamblers with a working email address so we can contact you?

Thanks,

Tawni

Jeff Sandlin United States
posted on January 19, 2016.

I was unaware you had the wrong email adress. I did email the management multiple times from the email I use from here [email protected] and NEVER got a response. Anyways I was over waiting and got real drunk and lost it all and sure enough 4 hours later received a phone call from coolcats saying they had suddenly received my papers and I am now good for withdrawal (the irony after waiting 3 weeks I blow it all, and then only few hours later I receive a call that papers are suddenly ready and processed, i don think its coincidence)...so all I ask now is are they or not? You claim they are not yet got a phone call early on Saturday the 16th saying they were. In this phone call is when I finally found out you were emailing my [email protected] account, if new your were doing that I woulda told you not that one, for some reason I have no clue why doesn't work. So again, I ask are my papers processed? Thanks

posted on January 23, 2016.

Hi fb_10­­­­­­1­5­­3­­­­­­­89­­­­­6­­­9­­­­97­­­­­­4­­­76940,

Oh boy. I know this won't ease the pain of reversing your withdrawal, but our Escalations Manager,Tara was absolutely charmed by you--she had nothing but the best things to say about you. I can honestly say, we've all had those moments of having a bit too much to drink--and regretting it later.

I know this was already explained to you by Tara and it's certainly no consolation, but yes your documents have been verified. Now all you need to do is win some more money and you'll be good to go. ;-)

Take care,

Tawni

AskGamblers
posted on January 23, 2016.

Obviously, there is nothing more that AskGamblers Complaints Team could do to help player in this particular case as the disputed payment has been reversed, played and lost. Players account was finally verified despite the significant delay and we hope there will be successful withdrawal request very soon.

We would like to use this particular case and to remind the original poster as well as all other online gamblers that getting drunk while gambling is usually a sure recipe for a disaster and a shortcut of ending up your session with an empty pocket. Do not drink while gambling.