Cool Cat Casino - Delayed Payment/Outrageous Customer Service

RESOLVED
Veebabi United States
posted on October 8, 2015.

This casino takes forever to pay. Submitted a withdrawal request 09/21 and I still as of 10/8 have not been notified of approval and can still cancel my withdrawal. I am used to seeing the withdrawal request approved and removed from your balance within 3 to 5 business days. After this I understand it takes longer to get to you. I chatted with a VIP manager who was very rude .Told me they're not a fast food chain and they did not obligate me to pay. I was also told if I deposit more often I could get paid faster.

posted on October 12, 2015.

Hi Veebabi,

I’m sorry if our VIP manager came off badly with you—I’ll be looking into your conversation to see what happened.

In the meantime, we’re very clear when it comes to our withdrawal times:

Standard Approval: All Standard withdrawal requests will be reviewed and approved, or denied, within 10 -15 business days of your request.

You requested a $2000 withdrawal on 9/21/2015 and your withdrawal was approved on 10/9. Given our timeframe, your withdrawal approval was made on the 14th business day.

Just want to point out that we do offer Express Withdrawals, should you opt to decline a bonus or receive a bonus of 100% or less:

Express Approval: Players who make a withdrawal of $200 or less or do not use any match bonus, or who use a match bonuses valued at 100% or less (as their last bonus before requesting a withdrawal) will qualify for Express Approval. Express Approval means that a withdrawal request will be reviewed, approved, or denied within 3 business days of the request being made. If the last bonus used before requesting a withdrawal is greater than 100%, or the withdrawal amount is greater than $200,Standard Approval rules will apply. Winnings from a No Deposit Bonus are not eligible for Express Withdrawal.
You can see all our information regarding to withdrawal approvals and processing here: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php

All the best,

Tawni

Veebabi United States
posted on October 13, 2015.

Hello thank you for your response. Yes I see now when you withdraw it states it can take up to 31 days. My problem was the long time along with bad customer service. Also the fact that it took 14 days just to get approved. Again as you see in my chats I was also told if I deposit more it could shorten my withdrawal time which I found to be unusual. Just waiting on my check so I hope all goes well. On another note Julie has great customer service and she does stick with the facts while still having great customer service.

Thank you

posted on October 17, 2015.

Hello Veebabi,

I will keep a close eye on the payment to make sure all goes smoothly.

All the best,

Tawni

Veebabi United States
posted on October 19, 2015.

Hello Just got off the phone with Julie who is very nice but I am very disappointed. I was told I still have another 5 business days for the approval process and then after another 10 to 15 business days to receive payment. I requested withdrawal on 9/21. This process takes too long. I like the games but I am very reluctant to play here again at this point. seems as if I'm looking at 60 days before a payout. Please people be careful to read the withdrawal time frames when you're playing at any casino. They get your money right away and then take their time to pay you.

posted on October 27, 2015.

Hi Veebabi,

Just wanted to followup to let you know that a payment was sent on 10/22/15 and should already be applied to your account. Would you please be so kind as to confirm that you have received it?

Thanks,

Tawni

Veebabi United States
posted on October 27, 2015.

Hello Tawni,

Thanks for the update. No I have not received the funds yet. I am hoping to see them in my account tomorrow.
Thanks
Veonica

Veebabi United States
posted on October 28, 2015.

Hi Tawni,

Just received an email yesterday 10/27 stating funds would be deposited to my card within the next 48 hrs. I am really hoping to see these funds tomorrow. As of today it has been 27 business days total since I have requested payout and over a month. I requested payout on 09/21.. This is just to give some folks an idea of how long it takes to get paid.

Veebabi United States
posted on October 30, 2015.

Hi Tawni, I received my payment yesterday. Thanks so much for the follow up.

Thanks,

AskGamblers
posted on October 31, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.