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Cool Cat Casino - Account closed for no reason after depositing and cashing out winnings

RESOLVED

Complaint Info

Disputed casino

Cool Cat Casino
smokinbudda9 Canada
Posted on May 4, 2020

Hi, my name is Christopher < surname removed > and have had my account shut down for absolutely no reason with a pending withdrawal. I found the site on a list of casino bonuses and signed up with their great welcome bonus. To my surprise, I actually ended up winning, cashed out for I think $400 and kept playing. I eventually got up more, cashed out $955 total and submitted my verification documents while I waited for approval. When I checked today to see if there was an update, I found I couldn't log in and was told my live support that my account was closed due to their fair gaming policy. I played for about 3 hours on my cell phone and won completely fair and square. I'm not sure what gives them any reason to think I cheated as I don't have multiple accounts and certainly didn't use any sort of cheating software. I've read an absurd number of complaints similar to mine and know this company has a well documented history of pulling this sort of thing with countless customers. The only evidence I have are my documents I submitted and the emails telling me my cashout request was recieved but it doesn't even specify the amount as it's an auto-generated email whenever you cashout. These people are crooks and I can't believe they're allowed to still operate after all I've read about them.

Posted on May 8, 2020

Hi Christopher--

I'm sorry for the frustration you've been having with this.

I've been looking over your account and the notes I'm seeing are a bit confusing. I'll need to speak with our Fraud Manager regarding this, but unfortunately, I don't expect to have answers for you until Monday. As soon as I'm able, I'll be back with answers for you.

All the best,

Tawni

smokinbudda9 Canada
Posted on May 8, 2020

I'm interested in what they have to say. Do you just accuse all winners of fraud and hope they don't do anything about it? I'll send you my info personally to verify if you'd like

Thanks for looking into it, Tawni.

Chris

smokinbudda9 Canada
Posted on May 8, 2020

Hey, one more thing. I received an email from Payofix to verify that I made the deposit, which was a bit weird in itself . As I've never used them or heard of them before I simply asked if the payment was to Coolcat Casino and they said they would have the merchant reach out to me. The deposit was taken though so I thought nothing of it and I can show bank statements if need be.

Just in case that's part of the issue, I'm happy to forward this brief email exchange to you in case Payofix never reached out to you.

Thanks,
Chris

AskGamblers
Posted on May 12, 2020

Dear Cool Cat Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

smokinbudda9 Canada
Posted on May 12, 2020

In the event they don't respond, what happens to my claim? Am I just out of luck?

Thanks,
Chris

AskGamblers
Posted on May 12, 2020

Dear @smokinbudda9,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

smokinbudda9 Canada
Posted on May 15, 2020

Do you know who else I can take this up with? They're clearly ignoring my case, which seems to be there MO. I know it's not a lot of money but how do they get away with this and continue to operate? Penalties should be much more severe than a bad star rating, in my opinion. Again, I've done nothing wrong and they can just close my account, steal my winnings as well as my initial deposit? It's absurd.

Posted on May 19, 2020

Hi Chris--

My apologies for not getting back to you sooner.

Unfortunately, you are not entitled to your winnings, as you breached the terms of the coupon you used. Our terms and conditions are quite clear with this:

https:­//w­ww.c­oo­lca­t-c­asi­no.c­om­/ab­out­/te­rms­-co­ndi­tio­ns.php

All Deposit Bonuses: Standard Wagering Requirements

10. No Play/ No Max bonuses: Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bingo, and Scratch Card games. All other casino games are prohibited and restricted.

11. Playing a prohibited or restricted game while using a bonus will void any winnings generated during the use of a said bonus. These terms are valid and applicable even after the playthrough requirement has been met. All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X playthrough (deposit + bonus amount) before the funds can be withdrawn.

--

In your case, more than 40% of your play was with Tri-Card poker, which goes against the terms of the coupon. As such, your winnings were voided and your deposit amount was sent off to be refunded.

I've sent all evidence to AskGamblers management to confirm the accuracy of my statement.

Tawni

AskGamblers
Posted on May 19, 2020

Dear all,

Following a careful review and consideration of all the information, details and proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Cool Cat Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.