Cool Cat Casino - Denied payment after email confirmation of approval

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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi Liliana--

I apologize for the frustration you've been experiencing regarding this.

I'm a bit confused by the notes on your account, so I've had to send a query to our Payments Manager regarding this. As soon as I receive a reply, I'll be back with a full explanation.

Tawni

Tawni,

Thank you for taking the time to review my account notes, kindly I ask for the oficial public links to the rules of the type tournament that your system says has restricted payouts and wagering requirements, if not provided I can’t see a reason not to process my previously approved payment

Thank you again for your time and consideration to my case.

Liliana.

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.

Hi Liliana--

I'm sorry but I'm not in the office until tomorrow. As soon as I get in, I'll check on your account and come back to you.

Tawni

I'm aware of the situation, waiting for your reply and a prompt solution!
Thanks for your time and consideration,
Liliana.

Hi Lilliana--

I'm going to try to explain the situation with this...

Yes--you DID buy into the tournament, however, this was a special Weekend Tournament event. Winners in this tournament have to wager the winnings 40 x and there is a 1x maximum withdrawal.

As this was a promotional event, the terms were spelled out on the actual tournament buy-in page.

Until you wager the funds as described, you will not be able to make a withdrawal.

I hope this helps explain things...

Tawni

Not true , that information never existed publicly, If I would have seen that I would have never entered into it at all since the very start, and second if it exist why you are not able to show a screen shot or log about it? Or oficial link to it?

Is not in your T&C or I’m I wrong ?, please probe me wrong..

L.

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.

Hi Lilliana--

I found out that you were invited to this tournament via email--it was the email which explained the terms.

I've sent a request to our Promotions Department (the email was sent through them), asking for a copy of this. Once I receive this, I'll post this for you.

Tawni

Nope, I just find it on your site, no invitation needed

L.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Sorry for my last post that caused a misunderstanding,

I still do NOT agree that cool cat casino sent me an invitation to the tournament, I never got to know the rules of the tournament because I only found the tournament in the casino website no invitation needed and it never displayed any rules at all.

Hi Lilliana--

I've located the email, which was sent off to a specific group of players in an email blast. When you look at the email, you will see that it is in its raw state, as is the case with all email blasts--I'm unable to pull individually addressed emails.

What is important here is that you would not have been able to enter the tournament without this email invitation and the email itself states clearly the terms for the event.

I sincerely hope this will clear things up in this.

Tawni

Dear all,

Following a careful review and consideration of all the information, details and/or 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.