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Cool Cat Casino - Not paying my $1,000 withdrawal

RESOLVED
Imawinner911 Florida
Posted on November 29, 2018.

It’s been over a month and I’ve not gotten my $1000 withdrawal. They have all my documents and bank wireinfo but no payment. I’ve spoken with the customer support Manager Sana Gill who keeps telling me it’s in review process. I used a coupon with no pay through requirements and no max cash out. My withdrawal kept getting cancelled and the money put back in my account to play with when I asked why they said they were backed up and didn’t process my documents in time so the other department cancelled my withdrawal request twice. Every time I talk to them it’s more excuses and the time given to complete the process gets longer and longer. Last communication on 11/18 was that it would be 10 to 15 days to review my withdrawal for eligibility and another 5 to 10 days to pay and another 5 to 7 to process. It will have taken 2 months if I actually get paid then. This is unexceptional. This timeline is after they’ve already confirmed my identity and set up my wire account.

Imawinner911 Florida
Posted on December 2, 2018.

Two more weeks has past since my documents and wire info was excepted and my request is still with finance department pending review. But I look in my account and it no longer shows I have a pending withdrawal nor is the money back on my account. I have no idea what’s going on.

Posted on December 6, 2018.

Hi Debborah--

I apologize for the frustration you've experienced with this.

You'll be pleased to know that your payment was sent off to our processor, Monday: 12/03 Paid $775 + No Service fees for transaction #170985242. I would expect the funds will reach your account, early next week.

Regarding the shortfall from your requested withdrawal amount, this is because you received a bonus which was used to build your balance ($225.00 bonusXCLSV300). All bonuses are non-withdrawable and as such, removed from your withdrawal.

I wish you all the best,

Tawni

Imawinner911 Florida
Posted on December 6, 2018.

I finally received my deposit for my winnings today. Thank you

AskGamblers
Posted on December 6, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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