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Cool Cat Casino - Verification problems, delayed payment and absolutely no further help with online chat

REJECTED

Complaint Info

Disputed casino

Cool Cat Casino

Amount

$ 100

Inactive user
Posted on August 30, 2022

So, my last attempt to get my winnings was September 29,2021 in which I tried to send them the id verification again. I believe this all started at the beginning of that year I think it was in February that I won from a bonus then I had to deposit in which I did and still they told me what to do and I did and waited and waited and still nothing. I wanted answers and then recently I remembered about the winnings and tried to get answers once again but this time was able to get to an online support and they said I needed to fill out my profile and I told them I couldn't see where the profile was and they cut me off online support I'm at 18,000 in my withdrawable limit and cant do anything.

Posted on June 10, 2022

Hi Dennis--

I apologize for the frustration you've been experiencing with this.

Before going into the necessary documents we are missing, I want you to understand that you were using a free chip, which led to your withdrawals. With the free chip, there is a maximum withdrawal amount of CAD$100--you are not eligible for anything beyond this amount. This is made clear in our terms and conditions:

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

--

In order to sort out your withdrawal, we will need to receive the following:

--A clear copy (front and back) of your ID. What you've provided is not acceptable, as is.
--A copy of a current utility bill in your name, which is sent to the address (home) that you've provided to the casino.
--A selfie of yourself holding both your ID and the day's newspaper up to your face.
--Your Bitcoin crypto address

I've attached my email address--please send these items directly to me. As soon as I receive everything, I'll arrange for your payment to be issued.

All the best,

Tawni

Posted on June 10, 2022

Ooops--I just realized I forgot to attach my email address. Here it is...

AskGamblers
Posted on June 13, 2022

Dear @Kellough1973,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Cool Cat Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

AskGamblers
Posted on August 30, 2022

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on September 3, 2022

Hi Dennis--

I'm always happy to help any player who has a legitimate issue with any one of our casinos...and even when players may be impatient or difficult, I'm understanding and will do whatever possible to resolve their issues. Conversely, I have zero patience when I have a player who comes along with absolute nonsense...who abuses the AskGamblers complaint system...wastes my time and that of those in our company who have to deal with the same nonsense.

This is one of those cases...

It was already explained to you that you were not eligible for anything above $100, as your withdrawal was built using a free chip. Now you've come back making false claims that you were told that you could make a deposit AFTER the fact so that you could claim the voided funds.

Our Payments Manager wasted her time mulling through the live chats and this was NEVER stated to you (nor would it be). Even what you sent to me as 'evidence' contained nothing of the sort.

But here's the best part...

In doing further digging, it appears that you have multiple accounts with Cool Cat (3 with Cool Cat and 1 with Wild Vegas which is a Cool Cat white label). We have a strict policy of only ONE account per player:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
a. If there is evidence to suggest that you have more than one active account for the Casino;

--

I'm quite certain you can see that you are not eligible for ANYTHING and your accounts have all been banned. There is nothing more for me to say on this issue, as you've already wasted too much time for too many people.

I've sent the necessary evidence to AskGamblers management as proof that what I've stated is accurate.

Tawni

AskGamblers
Posted on September 3, 2022

Dear all,

Following a careful review of valid information and proof presented by Cool Cat Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.