Cool Cat Casino - Disgruntled customer waiting for withdrawal since June 3rd

Dear @phillyslim98,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Please forgive my forgetting to add the amount. My withdrawal amount is $302.00
This is the message that I received on June 3.

Hi Linda Marcella,

Your withdrawal request was successful.

We have received your request to withdraw $302 from your account on 2024-06-03 19:52:04 and it will be processed shortly.

While you wait, you can still deposit and go after a JACKPOT win with your 250% No Max Bonus and code JACKPOTHUNTERVIP.

Please check our terms and conditions for estimated withdrawals time.
Now that’s Cool
The CoolCat Team

Email: [email protected]

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.

Dear all,

This complaint has been reopened as per Cool Cat Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Hi Linda--

I apologize for the frustration you've been experiencing.

I've reviewed your account and there are a couple important bits...

First, you built these funds using a $100 free chip. In order to make a successful withdrawal, you need to wager the funds 40x ($400). As of now, you've only wagered $249.25, so you'll need to wager another $150.75.

Further, free chips carry a maximum withdrawal amount of $100--this is all you will be eligible to receive once you've completed your playthrough.

I hope this helps,

Tawni

I made 2 deposits on June 3. One was for $106, and the other for $72. Now explain where did this alleged 100 chip come from when I played with my own funds? Please explain!

If I in fact used a 100 chip (which I did not), why was this email sent on June 3, and you are just claiming that I used a 100 chip?
I signed in using my regular sign in information and now your site requires me to use INCLAVE that does not show my original account.

Email from Cool Cat on June 3, 2024:

Hi Linda Marcella,

Your withdrawal request was successful.

We have received your request to withdraw $302 from your account on 2024-06-03 19:52:04 and it will be processed shortly.

While you wait, you can still deposit and go after a JACKPOT win with your 250% No Max Bonus and code JACKPOTHUNTERVIP.

Please check our terms and conditions for estimated withdrawals time.
Now that’s Cool
The CoolCat Team

Hi Linda--

I've sent a query to our Payments Manager for further clarification. As soon as I receive her reply, I'll be back with more information.

Tawni

Thank you Tawni.

Hi Linda--

Ok...I have a bit more clarity on what happened here:

You are correct that this was not a free chip, however, there was a Crypto Comps bonus involved (wager $400--withdraw $100).

Your funds are still sitting in your casino account and so you'll need to continue wagering to meet that playthrough.

I hope this clears things up,

Tawni

Dear @phillyslim98,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Your casino will not allow me to login under my original login to access whatever funds that are there. I used the lost password link, and I am not getting any response. Your casino is only allowing me to login using ENCLAVE. I have been with this casino since 2019, and now all of a sudden, I cannot login. Please advise.
Also, can you show me where I used the bitcoin offer? I usually do not use this type of offer due to the long playthrough.I also did not receive email notification that I used this offer. My emails only show that I made 2 deposits.

Dear @phillyslim98,

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

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

I am waiting for their reply to my last request, and I will keep you informed.

Thanks

Tawni,

I NEVER use bitcoin bonuses because it takes too long for the playthrough. If I did use the Bitcoin bonus, please explain which of the two deposits were used for the "Bonus". You all just need to pay me and stop coming up with excuse after excuse. I forgot why I stopped playing at this casino, but now I am reminded on the dirty dealings when it comes to withdrawals. You took no time to take my money, and I have to fight to get mine. If all else fails, just refund my deposits.

Hi Linda--

I'll see if I can locate the term when I'm in the office tomorrow.

Tawni

Ok, I will wait for your reply. I have an issue with first you said that I used a $100 chip, and when that was found to be untrue, you say that I used a bitcoin bonus when I know that I didn't. Also, all of a sudden, I am unable to login with my original creditials to get to my account. Your system is forcing me to use ENCLAVE that does not show my play history.
Please lets get this done.

Hi Linda--

I'm not in the office until later today--as soon as I get in, I'll check to see if there are any further notes on your account regarding this.

Tawni

I guess I will have to wait. Why is it always a hassle with this casino?