Ag Awards

Always Cool Casino - Withdrawal no response

Complaint Info
Disputed casino Always Cool Casino
Reason Delayed payment
Amount $ 125
Posted on July 24, 2014

getting really upset about lack of response to my withdrawal request. I have sent 3 request even to the support and management teams. the only response I got quickly was the first request when they wanted forms and docos which i sent everything they asked for. They thanked me and then nothing i don't know if they are proccessing my withdrawal or if they are looking for a way to avoid payment. multiple accounts seem to be a common one but my husband plays pamper so we would not be with the same casino, i have even tried login on with some of his usernames and passwords but he doesn't have one. i made 2 deposits of $100 and got bonus with both but used it all in bonus account before i got through wagering reqiurements so went to real money account and used that made a little bit thought to take some out for a holiday and leave some to play with. later got a free255 chip which managed to play through and half was added to my real money. so I don't know how much i can get if what i have to do to get the full amount or if i've just been ripped off. I would just like some answers but no one will respond please help.

Posted on February 19, 2013

On the page where you requested the withdrawal it says :

"I understand that opening another ticket regarding my withdrawal when I already have a pending request will cause my withdrawal request to be delayed."

You have of course opened "5" separate tickets and continually updated each one. Every time you update a ticket it goes to the bottom of the pile and the timer on it resets and you never allowed anywhere near 3 business days to pass to allow accounting to respond. This is why you didn't hear back. Anyway, I have requested Accounting to look at this ticket tomorrow when they open.

Posted on February 19, 2013

Ok but you answered quickly when you wanted all the forms and docos and then closed the ticket and never did anything about processing the withdrawal I asked for. I had to open another ticket and then you become really slow to answer, surely with the first request after you got the docos how hard would it have been to simply say you were now proceeding with the withdrawal. Making me repeat seems a bit of a delay tactic. 99.9% of my fustration is lack of response and left hanging, thank you to the support centre you made the effort to make contact even though they could not help.

Posted on February 19, 2013

just an extra note on the plus side with these delays my real money account that started with $200.00 is now around $1400.00 - $127.50 from free chip leaves just under $1300.00 I will be interested to see how much I get of that but having read other complaints I am not holding my breath but please prove me wrong and I will be delighted to be able to deposit again and play as I really enjoy the games I just need to be reassured that when I win money in my real account it's my to withdraw.

Posted on February 19, 2013

Well e-mail to say they have paid but only the 127.50 that I did not expect to get because I thought I had to make another deposit, so 100.00 to credit card, 25.00 fee and 1.50 to neteller as for the other 1200.00 plus gone really feel ripped off now what happened to the rest not even in casino any more.

Posted on February 20, 2013

The reason why you were paid $127.50 was because that was the maximum cashout allowed on the free chip bonus you redeemed and won on. Accounting has clearly referenced the rules to you in the ticket update they sent you so there should be no confusion. The bonus terms & conditions once again are at :


Posted on February 20, 2013

this casinos bonus system is without a doubt the most confusing I have ever come across I have read the T & C multiple times and still can't work it out. having a bonus account and a real money account is confusing any other casino that has a real money account means that you can win in it and collect your winnings and with bonuses your intial deposit goes first. here your intial deposit stays in real money you play your bonus if you don't complete the waging requirements you can play with the real money but you can't withdraw so its really fun money so weird. Also I was paid $127.50 - $100 to credit card, $25 fee and $1.50 to neteller this equals $126.50 still $1.00 unaccounted for kinda says it all for me. Will close this account when $100 s confirmed in account. Would strongly advise people to be vary wary of this casino as there are plenty of others with much easier to understand and far less complicated systems available.

Posted on February 21, 2013

Neteller charges a minimum $1 fee for all transactions. That's the other $1.

Posted on February 27, 2013

you can close this now as i have closed my account

Posted on March 3, 2013

 Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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