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Cool Cat Casino - Still haven't received my withdrawal 2 months later

RESOLVED

Complaint Info

Disputed casino

Cool Cat Casino

Amount

$ 154

Posted on April 27, 2024

I made a withdrawal request on March 9th.

Yes, I did use a bonus, yes I did complete all bonus requirements and fully verified my account prior to the withdrawal. That all went down without a hitch. But one week waiting for my money turned into two, and then into three weeks. I contacted support several times.

They were never rude, and they openly admitted that my withdrawal wait time had exceeded their timeframes as per their terms and conditions (though not a single one of them could tell me why) They just kept telling me my case would be "escalated", and I would be notified via email (To this day I still have not received a single email).

At the beginning of April, my hope was renewed very briefly when I contacted support again she told me that my withdrawal was finally approved on March 29th. She also told me it takes them 7-10 business days to send the money once a withdrawal is approved.....

That was almost a full month ago. I still haven't received it.

Still haven't been contacted by anyone letting me know why in 2 MONTHS they haven't been able to pay me, and every time I contact support they ALWAYS say they are "escalating" my case and to just keep waiting...... here's the kicker.... it's only for $154 CAD.....

This is just outrageous. A casino that can't manage to pay out $154 in 2 months has NO business operating. Why isn't anyone doing anything about this?

AskGamblers
Posted on April 29, 2024

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.

AskGamblers
Posted on May 2, 2024

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.

Posted on May 6, 2024

Hi Jessica--

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

I'm pleased to tell you that your payment was issued to your wallet, April 27th.

I wish you all the best,

Tawni

AskGamblers
Posted on May 6, 2024

Dear @misssjesss,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 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.