Ag Awards

Cool Cat Casino - Declined payment

Complaint Info
Disputed casino Cool Cat Casino
Reason Verification issues
Posted on May 16, 2014

I deposited into there casino, with a huge match bonus no rules. Sounds to good to be true...I guess it must be!! I won a nice amount of money pretty quickly, around 800. I played still for quite sometime. I finally decided I played enough I was down to 350. I requested withdraw at that time. Shortly afterwards emailed them all the neccasary docs. to withdraw as it was my first time. Well the next day I contacted them just to ask about the proccess, make sure they got docs., ect and they said up to 48 hours for the proccess, and while I have pending Withdraw they have to lock my account until complete. Well I waited then tryed to speak with someone on livechat see if they were finished. That customer serveice rep. Told me my acct was closed for suspected "fraud". I was confused as to why they flagged it and baffled that they wouldn't tell me. I told cust. Service rep. that those were false allegations, he kept talking to me like I was a criminal. Implying I stole someone elses card and used it, Itold him for the 10th time that was completely untrue it was my card it has MY NAME ON IT!!! So then he "suggests I prove that" I honestly feel like he thought it was funny. He kept repeating himself, not reacting to what I was saying at all.I told him 3-4times it was my card they received my credit card authorization already, which is very much proof. I felt as though it was a game to him. So finally, he was just like oh yea were proccessing your doc. Still check back!!?!!??? Again I checked back and they said it was not approved my accnt. Would be permanetly closed due to the fact I had an accnt already. I had used that acct for a couple years. I haven't gambled online for quite awhile, I didn't remember if I had acct there, so I definitley didn't remember login-password. And that accnt has an email address that has been closed for sometime. I thought most casinos automatically close ur accnt after so long due to inactivity??? Bottom line is They have terrible cust. Service and simply do not want to pay out!!Way to treat depositng players!! Coolcat casino is a ripoff.

Posted on December 9, 2013

Dear Player:

After checking your account with the casino; we've noticed the Credit Card used to make the $30 deposit you've made is different from the name you have registered in your account therefore your winnings have been voided.

As per Coolcat casino rules http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php

"The Casino reserves the right to disqualify winnings in case the following incidents occur:

◦A mismatch between the name on the Player's Casino account and the name on the credit card(s) used to deposit into the account"


< name removed >

Posted on December 12, 2013

so would it helped if i resent a copy the card i used to deposit, you will find the name on the card matches my name... it is my card . I am confused as to why you would say it is not either you guys have so much going on you cant keep track of transactions, or your are just lying.I think that if it is confusion, you should probably fix that. too many people give you very important info and that is scary!!

Posted on December 14, 2013

Dear Player:

According to the Casino:

-Credit Card Visa -0830 you have used to deposit is registered under 2 different names

-The Phone used to register your account is under a name different than yours.

Please contact Coolcat Casino Fraud Department and clarify these issues.


< name removed >

Posted on December 19, 2013

Dear Player:

Have you contacted the casino to clarify why the Credit Card you have used to deposit is registered under 2 different names. If so, please let me know the outcome.


< name removed >

Posted on December 24, 2013

Dear @eric swackhammer,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on December 28, 2013

 This complaint can be considered solved!

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