Complaint #793 Cool Cat Casino

Denied payment after email confirmation of approval

By Liliana L.

1 year ago

Message on forum

Hello,

I’m writing this after I had my last conversation with the casino support team by chat.

I played a tournament that required a buy-in payment of $30.50 USD so is not a freeroll, but the casino says is a ‘ weekend tournament’, ok, so in their T&C they don’t have rules for this specific type of tournament as you can see on my screenshots of their T&C for tournaments, obviously, I played this tournament only after I had read this T&C because I’m an experienced player that doesn’t like “surprises” and I have learned a lot from previous experiences, anyways, so I won the first place that paid $1000 USD then proceeded to cash out, and after almost a month under review, I inquired about my payment, and the finance department after back and for conversations via email agreed to approve my payment as you can see on the screenshot provided, they specifically said and quote; “ We have updated the bank wire information in your casino account and approved your pending withdrawal. The payout process will be initiated tomorrow.” ,

So after a few days, I reviewed my account again, and surprisingly they had denied my payment apparently for no reason. I contacted them again, over the chat and I provided screenshots of everything proving that they had approved my payment before but now has been denied, they responded that the reason is that I have to wager x40 times my winnings, (Wait whaaaat?),

I emailed back to Anastasiia the payments department manager who had already told me the payment was approved days before, but I didn’t get a response.

I contacted again today the customer service chat and they told me that I had to wager C$54,666.40 dollars and that was the reason for my denied payment. The finance department had reviewed again my case and the rules apply for this tournament as told before, but I insisted there are no rules for this type of tournament on their T&C simply doesn’t exist but they said their system shows those rules, but not on my end…

So please can you please help?

The amount they owe me is &1000 USD = $1300 CAD

I played in this casino because I had read a recent review on your website saying that they had come out of the blacklist and they were better at payments and respecting the rules, so that’s why I’m here.

Regards,

Disputed Casino Cool Cat Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

1 year ago

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.

Cool Cat Casino

• Representative

1 year ago

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

Dralililopez

• New York • 1 reviews

1 year ago

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.

AskGamblers

• Support Team

1 year ago

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.

Cool Cat Casino Complaint Stats

Resolved 499 / 520

Avg. Amount $2,994

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

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