Failed to assist with obvious account related glitch

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.

< full name removed >

Sun 6/14/2020 1:50 PM

Tawni . . .

I am going to again address this matter in the same manner I have from the beginning, with truth and honesty. I am trying my best to understand why it is that I am constantly having to defend myself in regards to this matter, because despite never doing or saying anything that would cause you to doubt me, from the time I first contacted you on 5/5, I have had to defend myself every step of the way. I'm sure you have your fair share of people trying to scam you one way or another, but I assure you that this 60 year old woman is not one of those people, so I would appreciate it if you would please stop treating me like I am and start treating me with the respect I deserve. A little consideration goes a long way. Perhaps if I remind you that I'm not the one who caused this to happen. I'm just the unfortunate person it happened to. But i assure you, never would I ever have expected this to become such a major hassle. So if it takes a little longer to to get this resolved because I am being forced to fight for truth and honesty in how this matter is resolved and I won't stand for anything less. But I'm not going to lie, I'm am really don't appreciate being treated like someone who is trying to get away with something, just for reporting an incident that occurred, I don't know anybody who would. Whatever happened to treating people the way you would want them to treat you?

Due to the fact, that whether you chose to admit it or not, clearly this issue resulted from a software glitch that was apparently triggered, because I was using the same "user name" when logging into my account, according to an email I received (after the issue had already occurred) suggested I use different user names for each casino in order to avoid conflicts. Therefore, confirming a conflict had occurred, which you have continued to deny.

I just wish I could understand why you are going to so much trouble to convince me that these ridiculous explanations (excuses) you keep sending me stating that it's normal for these accounts to act as one and therefore there is no problem and as a result you state there is nothing that needs to be fixed. So, despite being advised that a conflict had occurred along with the fact that I was able to prove that the reason I am being asked to accept for what caused these 2 accounts to merge is not applicable to what happened in my case, you have refused to even consider using my game play history to resolve this matter and have done so from day one. I realize that my game play history is going to no doubt confirm what I've been telling you all along, which in turn will show you were wrong by insisting that these 2 accounts were meant to act as one. Therefore, regardless of how many times you say it or how you try to word it, whatever caused these 2 accounts to merge into 1 was not a "normal" occurrence. Not only have I provided you with proof that both of these accounts were operating as individual accounts when I originally started playing at each one, you yourself said the following:

"This is the first time I've had an issue involving the merging of Wild Vegas/Cool Cat."

So, with no prior experience in an issue such as this, I don't feel you are in a position to continue to insist what happened with these 2 accounts merging was normal. Since this is the first time this issue has ever come up there simply can't be anything normal about it. In order to claim what happened was normal, there would have to be past instances similar to mine to compare it with and this is not the case.

Then in your recent email you have stated me the following:

"Again, the merge took place several years ago. If there was anything spurious, one would

expect to see other complaints, here and in other forums, raising this issue. Please search

and I promise you will find nothing, as there is simply not an issue."

Ok, let me see if I understand what you are saying . . . The merge took place 2 years ago, but this is the first time you've had an issue involving the merger of these 2 accounts. I'm sorry Tawni, but do you see how ridiculous you sound. Every time I get another email from you I've been able to prove why you are wrong in the excuses you are attempting to use and stuff like this just gives me more proof as to why I am disputing what you continue to ask me to believe is the cause of the problem. So please stop insisting that I accept the excuse your attempting to use to say there was no glitch and therefore there is no problem, because I know for a fact this is untrue and so do you.

In reply to the following statement in which you said "If there was anything spurious, one would expect to see other complaints, here and in other forums raising this issue. Please search and I promise you will find nothing, as there is simply not an issue." Again, I feel you are insulting my intelligence because why would I expect to see other complaints here and in other forums raising this issue, when this is the first time you've had an issue involving the merger of CC and WV, so clearing this has never happened to anyone else, so there is no need for me to search to find similar complaints (besides, I already did that a few weeks ago, thinking I might find a similar case to see how you handled it, but as you know I found no prior complaints that even remotely resembled my case), because as you stated I would find nothing, which only makes sense since you said yourself that this incident has never occurred before and the fact that you continue to say "there is simply not an issue", when I provided you with undisputable facts that prove that there is most definitely an issue here and the fact that you are denying it only leads me to believe there is something spurious in how you are addressing this issue.

At this point I feel I've been able to effectively dispute everything you've tried to use to resolve this matter, clearly you have no intention of admitting that you could possibly be wrong in how you have chosen to address this issue, so rather than allowing you to continue to waste any more of my time than you already have (for what reason, I'll probably never know) I will ask you again to please send me my game play history. My game play history needs to reflect the time and date I added the $20 VIP bonus to each account and every spin thereafter up to the time the accounts merged to become one. I was assured by ask.gamblers that you are required to provide this information if I request it. Therefore, until I have received this, I don't feel the need to continue with this nonsense any longer where you try and tell me why it's normal for these accounts to act as one and then I prove "beyond any doubt" why it's not. Therefore, after I receive the information I have requested, I'll get back to you.

I'm just curious, since you are so insistent that it was "normal" for my accounts to merge together to become one, if you were asked to provide a list of other players who's accounts have also merged together to become one in the same, approximately how many names would be on that list? I'm also wondering how that works when you send them an email to notify them of their $20 VIP bonus. Do they just get 1 email from one casino or the other, or do they get an email from each casino for a total of a $40 VIP bonus? Oh, that's right, what was I thinking? You said that my account was the first time you have had to deal with these 2 accounts merging to become one, but I guess I assumed this must have happened to other people since you insist on referring to what happened in my case as being normal. But, not only is this the first time this has ever happened, unless you are willing to provide proof that you currently have other registered players with CC and WV merged together, plese stop referring to what happened in my case as being normal or continue to ask me to believe I don't have an issue, because I've proven otherwise.

So far, the only thing you are proving is that you have no problem treating innocent customers like they have committed a crime and rather than working with me to resolve this matter, you have decided to work against me from day 1. Apparently, it means more to you to think you are right (even though I've proven you are wrong), obviously you have issues coming to terms with the reality of the situation when your told you are wrong. Maybe you should accept the facts that prove you are wrong in your assumption of what caused the issue I am having. Then learn from your mistake and now that you know better do better. Don't waste another minute of your time being stuck in a rut, simply because you have to be right at all time. Unfortunately, nobody (not even you Tawni) is always going to be right, so please let it go and move on.

Anyway, as I stated above simply send me my game play history as in the manner that I have stated above and until I have received it, I don't feel there is anything else I have to say. If you aren't willing to use the truth to resolve this matter, then I'm confident that after I receive my history, I will be able to do so (provided this information hasn't been altered to disprove what I have been claiming all along, but I wouldn't think it would be worth the risk, since I'm assuming that would be illegal). I will be looking forward to receiving it no later than Wednesday afternoon on 6/17/20

I also wanted to mention the fact that I highly doubt that ask.gamblers would have accepted my complaint or would still be working with me to try and get this matter resolved after "all this time". Especially if they felt this issue was "normal" in any way. So obviously they don't feel you are handling this issue properly, or they would have accepted your excuse for why my two accounts merged, but they didn't because I proved that that excuse you were insisting was what happened in my situation did not properly address the actual issue I was having, because they would have marked this case resolved and closed it, but that is not going to happen until my accounts have been separated and my balance at WV restored to the amount that showed prior to the accounts merging, which I will be able to prove after I have my game play history.

For whatever reason, you seem to keep overlooking the following that clearly proves these accounts were operating separately prior to merging. I know this to be a fact because it was I, myself who logged into my Wild Vegas account to claim my $20 VIP Bonus on 5/4 and actually witnessed, with my own eyes after claiming my $20 VIP Bonus, my balance go from .00 to $20. Which I was able to increase just a short time later when I hit my first real big win ever at an online casino when I hit the 3 - 7's on Stars and Stripes. So, this allowed me to be able to have enough money to continue playing and did so for a few hours. Then, before stepping away to get some of my chores done, I wrote down my balance (something I normally do to help me keep track of what my last balance was and the casino's name, since I play at several different casino's) which was $344.92.

Therefore, if these 2 accounts were meant to act as one account (as you keep asking me to believe), then for the 2nd time I will again provide you with factual proof that disputes this. After checking my email on 5/4, I found I had received an email from Cool Cat Casino, that stated I had a $20 VIP bonus waiting for me in my account. So, I proceeded to log into my account with Cool Cat, where I had little or no balance until I claimed the $20 VIP bonus and now had $20 I could gamble with at Cool Cat. So, how do you explain why, If these 2 accounts are supposed to act as 1, my balance wasn't $344.92 before I added the $20 VIP bonus, which was by balance at Wild Vegas at the time I added the bonus. Because I know for a fact, that when I started gambling after claiming my VIP bonus, that I only had $20 to gamble with at both casinos. Also, if these accounts are supposed to be one in the same, why did I receive an email from Wild Vegas, as well as an email from Cool Cat both giving me a $20 VIP bonus? Which I then applied separately at each casino. Why didn't I just receive that bonus from one casino or the other if they are supposed to be acting as one casino? Also, I could not have claimed the $20 VIP bonus at 2 separate casinos if they were supposed be acting as one? I could care less if they remain merged together for ever, but you still need to accept the fact that prior to merging these were operating "normally" as individual sites and therefore the issue remains until you admit there is an issue and address it in the manner required.

Also, I feel I should point out that you used 5/2 in your recent reply, as an attempt to make it appear you were referring to my game play to show that my balances were the same on that day, which has me a little concerned, since I'm pretty sure I didn't even start gambling at either site until I received the email with the VIP bonus on 5/4, so I don't know where you came up with 5/2, because I doubt I even have any game play history on 5/2. If I do, then I would definitely have to question the accuracy of my history. But, I guess once I receive my history, I'll be able to see for myself "exactly" what happened and when it happened, which I sincerely hope will put an end to this needless back and forth stuff.

If I don't receive it in the next few days, then I think ask.gamblers is going to wonder why you are not sending it. However, I'm pretty sure we both know why you might be hesitant to send it, but if you have nothing to hide and want to prove there is nothing "spurious", going on, then I'll be looking forward to receiving it in the next day or two. Until then, you go ahead and hang on to that olive branch you so graciously offered, because obviously it was not sincere and was only included in the email to make it look like you're really are trying to resolve this matter, but because I've proven what you are trying to say is the cause of the problem to be untrue, you are not exactly in the position to be extending olive branches whether they are sincere or not. Therefore, I insist you hang on to that olive branch, but if you sincerely want to help resolve this matter, anything you can do to expedite getting my game play history to be would be greatly appreciated, because this is really the only thing I want from you at this point.

"Sincerely",

Kim

(KIMNLOU2)

PS: The following email states that I should use a different username at each site in order to avoid conflicts. Which again states a "conflict" or "glitch" did occur. Why else would you say this?

May 10, 2020, 7:26:

Hello Lownsbery,

This is Iscully Larry following up on your ticket number 6509976.

Take to account that there should be no issue with on making any accounts on those casino site..

Hence just make sure that you use a different username to avoid conflicts.

Dear @KIMNLOU2,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.