Cool Cat Casino - Withdrawal Split into too many transactions

RESOLVED
posted on May 19, 2015.

I had requested a withdrawal from Cool Cat Casino for $2500. The withdrawal was split into 2 transactions of $1250 each. I had no problem with that. I had won $2500 again and after seeing the first withdrawal being split into 2 transactions, I cancelled the $2500 withdrawal and split it into 2 transactions, 1 for $1950 the other for $550. I later cancelled the $550 withdrawal and played it through. Totally expecting the $1950 shortly. On May 8th the withdrawal was approved for $500. They then took the rest of the money and split it into 3 more withdrawals, ($500,$500 and $450 to total the $1950 withdrawal.) I tried to inquire into the reason of the multiple splits. I talked to the withdrawal department and was told it was due to processor limitations. I fail to understand how I can receive a check for $1250, yet $1950 has to be split into 4 transactions. I asked to speak with the manager. I was given his email address and so I wrote him. I was told it takes up to 48 hours for a response. I waited the time limit and have attempted 2 more times of talking to a customer service personal, (both managers) who said that they would contact the withdrawal manager and have him contact me that it may take between 24 - 48 hours. The time has passed and I have yet to hear any response from [email protected] I sent him an email on May 12th. I feel that it is unfair to make me have to wait the 10- 15 business days between approvals for each withdrawal, let alone the increased fees that will be charge by both the "processing department'" and my bank for wire transfer fees. I would like to hear a response from the withdrawal manager as to why my withdrawal had to be split into 4 transactions and why it could not have been done as 1 per their maximum withdrawal policy of $2000 per week as opposed to $500 and then wait for 10 - 15 business days for the next approval per each transaction. I appreciate any help in getting this matter resolved.

AskGamblers
posted on May 23, 2015.

@Slyder,
Any update considering this complaint; thank you?

posted on May 27, 2015.

Hello Slyder,

Good news - your payment has been issued and you should receive it in 4 to 7 business days. I am sorry for the confusion and not sure why you were told that it would be broken up into payments. You will be receiving the entire $1,450. Please let me know if you require any further assistance.

All the best,

Tawni

posted on May 28, 2015.

Hi Tawni,

Thanks for the response. I am not sure why I was told that either, however, it did show a $500 approval, and then 3 more pending withdrawals at the time I tried to contact the withdrawal manager. Until I posted this complaint here, I had not received any correspondence from Cool Cat Casino. I never did hear a reply to the email that I had sent to "Roger", nor did I hear from him after the 2 support managers had also emailed him about my concerns. I guess customer service or satisfaction was not a concern of the withdrawal manager that I was told to talk to. I now see that the 3 withdrawals amounting to $1450 were all approved on the same day. So what is the maximum amount of withdrawal that can be done in a single transaction for future reference for me? My question still remains unanswered.

posted on June 1, 2015.

Hi Slyder,

I am sorry I was away for the weekend and just saw this post.

Generally our maximum weekly payout is $2,000, however this is on a player by player basis. I will have one of our Escalation Managers contact you ASAP with a definitive answer in relationship to your account.

All the best,

Tawni

posted on June 3, 2015.

I anxiously await to hear their response. It would be nice to have a public policy that states the rules that apply to all people as opposed to an open policy that says $2000 unless we decide to send less depending on whatever the reason is. Policies should be able to be read and understood one would think.

AskGamblers
posted on June 6, 2015.

@Slyder,

Did you received your winnings, can we close this complaint? Thank you.

posted on June 6, 2015.

Yes I received my winnings, thanks for your help. You may close the complaint.