Cool Cat Casino - Closed account after winning, denied payment

posted on March 17, 2016.

After depositing $50 with a bonus code, doing the play through with no max cash out, I accumulated a profit of $200. I went to cash out and waited. A day or two later I went to check on the status of my cash out and my account was locked. After talking to live chat I got the run around and was told my account closing is in reversible and I would not get my winnings. Then o was told by "Mary j" I would be getting a refund for my original deposit after emailing a list of people. I did that and haven't received any emails back or anything. Until I received an email saying my withdrawal request has been denied. Even though I can't access my account. I would like my winnings of $200 or my $50 back.

posted on March 21, 2016.

Dear @Synfulmuffin,

Any update regarding your complaint? Thank you.

posted on March 24, 2016.

Hi Synfulmuffin,

This is one of those moments when I come in absolutely embarrassed by mistakes we've made.

PART ONE: When you made your withdrawal request, our Risk Department made an error, which caused your account to be closed. With your posting here at AskGamblers, this came under my radar and my first question was why was your account closed? When I found this was in error, I felt strongly that this had to be fixed.

PART TWO: Regarding your withdrawal request, the trouble is that the bonus amount ($175) is non-withdrawable, which would leave you with only $25--and the minimum withdrawal amount is $200. In a nutshell, you simply don't have the necessary funds to meet the minimum withdrawal amount.

THE SOLUTION: The only right and fair thing to do on this is re-open your casino account (which we have already done for you). The funds are still there in your account and you're welcome to play those funds, and hopefully get your balance up! :-)

I should point out that we have cancelled the refund of your deposit, as we've re-opened your account.

I apologize for everything with this and I wish you huge good luck while playing your existing balance.

All the best,


posted on March 24, 2016.

Thank you, I appreciate your time and help in resolving this and look forward to playing at your casino once again.

posted on March 24, 2016.

Based on the player's last post we consider this case as resolved and officially closed.