Cool Cat Casino - Problems getting paid

RESOLVED
posted on August 15, 2015.

I have been playing in Cool Cat Casino after making a deposit, lost my money plus their bonus money and requested to have their $100 era bonus, which they gave me, I started playing with that and worked myself up to betting $50 a spin, won exceptionally amount of times, I then put in a request to withdrawal $2500 on August 1, 2015, manager approved as follows:
09:40 EST


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Date Transaction Amount
08/11/2015 02:34 PM Manager Withdrawal Approved! -$2,500.00
08/11/2015 02:34 PM Manager Withdrawal Requested -$2,500.00
I have sent them numerous emails asking questions about this account and they do not respond, when my acknowledgment states that you would have a response within 1 business day, I followed the rules, bet above requirements and still no response. I did have call from my "VIP HOST" Ryan Stone, who by the way has a nasty attitude , he wanted me to get a ABA routing number and swift code from my bank to do direct deposit and when I gave him th information directly from my bank he insists it is wrong I again called the bank and they say information is right, that they get a lot of international wires from costa rica using those numbers, when I told Ryan this is got very nasty and irritated with me. An help would be appreciated.

Thank you

posted on August 18, 2015.

I heard back from Cool cats casino and listed below is their response not only did they approve my $2500.00 withdrawal request but then denied it saying the rules stated that you could only collect up to the $100 bonus they give you, I never heard of such a thing, something is wrong with ping in these casino's, I will do my best to report them to the proper authorities, after receiving the email from Ryan Stone, I called him and he again was very arrogant me, something is just not right with these international casino's, how can you finally win and they all of a sudden don't want to pay out, I might not get my money due me but I will report them to the proper authorities. Below find response from this so called VIP Host.

Good morning Charlene,



Keep in mind that you did request a $2500 out of winnings that came from a $100 chip pertaining to the HAIRWAY350 promotion. This chip came with a 1x max cash out rule therefore you would only be entitled to $100.



Please get back to me if you have any other inquiries. Have a nice day!





Description: http:/­/ww­w.v­ips­upp­ort­man­age­r.c­om/­coo­lca­t/c­ool­cat­-2.jpg



Sincerely,

Ryan Stone
CoolCat VIP Manager


Description: http:/­/ww­w.v­ips­upp­ort­man­age­r.c­om/­coo­lca­t/i­con­s.gif

Toll Free: 1-855-648-3434 Ext. 1637


Email: [email protected]


Site: CoolCat

posted on August 19, 2015.

As of today August 19, 2015 they blocked me from entering the casino, no explanations and they also took back the $2500.00 that I won, my VIP host Ryan Stone told me yesterday when I called him about it" what would I want with it anyway?", sounds unethical to me

posted on August 21, 2015.

I found my reply when using the $100 chip and my terms were that I would have to bet up to 30 times the amount, which I did, I ACTUALLY WOUND UP LOOSING ABOUT $15000.00 AFTER THAT, I also found some connections to the casino control commission and will be contacting them about this.

posted on August 25, 2015.

Hi Charc60,

While you may not like the answer, what I have to tell you is no different than what you've already been told.

You redeemed the 3060-FREECHIP (no deposit required), which carried the following terms and conditions: "Unless otherwise stated, the max cash out for all no-deposit bonuses will not exceed 1 times the amount value of the bonus redeemed. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100."

This is written clearly and can be found on our website:

http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php

It is because of this that we have honored the withdrawal in the amount of $100, only.

I understand your disappointment and I hope in the future you'll read the terms and conditions relating to any online casino bonus you accept, going forward.

Tawni

posted on August 27, 2015.

I most certainly did not redeem, a 360-Freechip, I redeemed the Hairway to heaven 350 + 100.00 to try again, no where did it state there was a limit on withdrawals, the only thing stated was that I had to bet up to 30x's the amount and on certain machines or tables, via online chat, which is how I had to request the $100 after loosing the 350 bonus. No where did it say thatthey were only going to give back $100 if you won and NO WHERE did it say that you would take the remaining $2400.00 away from me.

posted on August 31, 2015.

Hi Charc60,

I’m very sorry. Generally I get things right, this time I misspoke when I mentioned the bonus code.

Yes, you had used the bonus code 3060-FREECHIP earlier, however, this had no impact on the issue at hand. You are correct in that you used the HAIRWAY350 chip and this chip (as others) have defined terms and conditions.

$100 FREE CHIP TERMS: $100 free chip comes with a 30X wagering requirement (60X for table games and video poker), a 1X max allowed cash-out, will only be credited once per redeem of HAIRWAY350 (only if you were not able to withdraw using bonus and deposit), and is good for play in all allowed games. Chip amount is considered cashable and will not be removed from the amount of your withdrawal request. You must contact us to claim.

You can find this clearly printed, here: http:/­/ww­w.c­ool­cat­cam­pai­gn.c­om­/la­ndi­ng/­hai­rwa­y-t­o-h­eaven/

I hope this clears things up, now.

Tawni

posted on September 3, 2015.

This is the bus I used and I still say I am entitled to the withdrawal, I don't understand how they say I'm not

posted on September 6, 2015.

Hi Charc60

What I guess you’re not understanding is that the balance you worked up was based on the $100 free chip, which has different terms and conditions than the 350% aspect of the bonus.

Again, you can find this clearly printed, here: http:/­­/w­w­w.c­­ool­­ca­t­c­am­­pai­­gn.c­­om­­/la­­nd­i­n­g/­­hai­­rw­a­y­-t­­o-h­­ea­ven/, which states:

$100 FREE CHIP TERMS: $100 free chip comes with a 30X wagering requirement (60X for table games and video poker), a 1X max allowed cash-out, will only be credited once per redeem of HAIRWAY350 (only if you were not able to withdraw using bonus and deposit), and is good for play in all allowed games. Chip amount is considered cashable and will not be removed from the amount of your withdrawal request. You must contact us to claim.

I’m not sure how else to make this much clearer at this point. I do hope you understand, now.

Tawni

AskGamblers
posted on September 9, 2015.

Based on the explanations provided on behalf Cool Cat Casino management it is now obvious that casino acted according to their terms and conditions in general and to the terms associated with the promocode HAIRWAY350 in particular. It is player's obligation to read and stick to the terms associated with any bonus which they intend to use. We consider this case as Resolved now. Case is officially closed.