Complaint #540
Cool Cat Casino
Always have to wait for approvals and payments
5 years ago
On 10/27 I was lucky and was able to made 2 2500.00 wire transfer withdrawal requests. When I logged into my account on 11/4 I found that the 2 withdrawals had been declined and no reason given.
Live chat doesn’t exist on Cool cat so I had to do live chat on Slotmadness live chat. Here I was told that my ID had expired and to send in an update. I requested the withdrawals again sent my ID in on 11/5 and received a reply that day that they had received my email containing the requested info reference #7878660 .
Logged into my account on 11/12 and once again the 2 withdrawals were declined and after contacting Slotmadness chat was told that my ID still had not been received so the withdrawals were declined. Reference #7878660 states that my email with the requested info was indeed received on 11/5
I informed the agent (David) that I had sent the doc in on 11/5 and he again told me that it had not been received and to send in and once I did he would escalate the withdrawals.
That same day 11/12 not even 10 minutes after leaving David in chat, I received an email from Cool-cat that my Id had been received and that all was fine. So I once again went to live chat and got David and informed him of the email. He came back and said that all was good and to come back the next day and he would escalate them. After some discussion, David said that he had done the escalation right then and there.
On 11/18 not seeing my withdrawals approved I again contacted chat and told the agent that it was 5 business days since the escalation and still no approval and I was told that I was still within the normal timeframe for approval. I was confused and said that they were escalated and the agent (Michelle) said “If I push it now, nothing will be done about it because it is still within the timeframe.” . Why tell a customer that you are escalating their withdrawal when it doesn’t mean anything? It doesn’t make the approval happen any sooner.
It is now 9 business days - several days past their own timeframe and I still have 3 withdrawals pending totaling over 5300.00 not approved.
The official approval withdrawal rules:
Approval of Withdrawals
1. All withdrawal requests must first be reviewed and approved by the Casino before being sent for payment.
2. All withdrawal requests will be reviewed within 7 business days from the date of the request.
3. A maximum of $2,500 will be approved per pay period. Ineligible requests will be denied within that time frame.
4. Payment will be made in 7 to 10 business days after approval. A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.
5. Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.
Delayed approvals and payouts are a constant problem at this casino – a total nightmare everytime I make a withdrawal.
I am once again asking AskGamblers for assistance in getting this situation resolved. Any and all help will be greatly appreciated and needed.
Live chat doesn’t exist on Cool cat so I had to do live chat on Slotmadness live chat. Here I was told that my ID had expired and to send in an update. I requested the withdrawals again sent my ID in on 11/5 and received a reply that day that they had received my email containing the requested info reference #7878660 .
Logged into my account on 11/12 and once again the 2 withdrawals were declined and after contacting Slotmadness chat was told that my ID still had not been received so the withdrawals were declined. Reference #7878660 states that my email with the requested info was indeed received on 11/5
I informed the agent (David) that I had sent the doc in on 11/5 and he again told me that it had not been received and to send in and once I did he would escalate the withdrawals.
That same day 11/12 not even 10 minutes after leaving David in chat, I received an email from Cool-cat that my Id had been received and that all was fine. So I once again went to live chat and got David and informed him of the email. He came back and said that all was good and to come back the next day and he would escalate them. After some discussion, David said that he had done the escalation right then and there.
On 11/18 not seeing my withdrawals approved I again contacted chat and told the agent that it was 5 business days since the escalation and still no approval and I was told that I was still within the normal timeframe for approval. I was confused and said that they were escalated and the agent (Michelle) said “If I push it now, nothing will be done about it because it is still within the timeframe.” . Why tell a customer that you are escalating their withdrawal when it doesn’t mean anything? It doesn’t make the approval happen any sooner.
It is now 9 business days - several days past their own timeframe and I still have 3 withdrawals pending totaling over 5300.00 not approved.
The official approval withdrawal rules:
Approval of Withdrawals
1. All withdrawal requests must first be reviewed and approved by the Casino before being sent for payment.
2. All withdrawal requests will be reviewed within 7 business days from the date of the request.
3. A maximum of $2,500 will be approved per pay period. Ineligible requests will be denied within that time frame.
4. Payment will be made in 7 to 10 business days after approval. A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.
5. Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.
Delayed approvals and payouts are a constant problem at this casino – a total nightmare everytime I make a withdrawal.
I am once again asking AskGamblers for assistance in getting this situation resolved. Any and all help will be greatly appreciated and needed.
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