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Cool Cat Casino - Withdrawal issues?!

RESOLVED
posted on May 16, 2014.

hi,

when you start to withdraw, they said your winnings are void, they are big cheater or scam and people avoid to play on line.

Here the conversation with coolcat once request to withdraw.

I would like to file suit against these cheaters.

A site operator will be with you momentarily.

Hi! Thank you for using our LiveChat Service. This is 'Rob'. Please verify your Email and Phone Number while you wait.


  • sheiabdu55: < email removed >
  • sheiabdu55: XXXXXXXXXXXXXXX
  • Rob: Hi welcome, thank you for confirming your information. How may I help you?
  • sheiabdu55: i have given withdraw request for wiretransfer for 1000$ when can i expidite
  • Rob: Allow me a moment to check on that, I'll be right back.
  • sheiabdu55: r u there
  • Rob: I am working on your request. Thank you for holding!
  • sheiabdu55: ok
  • Rob: Please keep in mind you are playing on a code that only allows Slots and Keno
  • Rob: According to your account you played Black Jack, Craps, Roulette and Bacarrat
  • Rob: That voids your winnings
  • Rob: Your $1000 are not cashable
  • sheiabdu55: i have won on slots
  • sheiabdu55: that was basket bull
  • Rob: But you can only play slots and you played 50% of your games on non allow games
  • Rob: As per code you can't player any other game besides slots and keno
  • sheiabdu55: listen i have played and won on slots which is basketbull
  • Rob: I understand that
  • Rob: But you also played Black Jack, Craps, Roulette and Bacarrat
  • Rob: Those games are not allowed
  • sheiabdu55: which i played on won cash
  • Rob: By playing those game you voided your winnings
  • Rob: But you can't play those game at any point
  • sheiabdu55: i need my money cash
  • sheiabdu55: after winning why u guys says llike that
  • sheiabdu55: most of winning on slots basket bull
  • sheiabdu55: go throught the history
  • Rob: Ok but you also played Black Jack, Craps, Roulette and Bacarrat. Those games are not allowed
  • Rob: If you have only played Slots it will be ok for you to cash out
  • Rob: But 50% of the game you played was on non allowed games
  • Rob: The bonus rules are clear
  • sheiabdu55: but nothing win on those games
  • Rob: Below you will find the bonus details.
  • Rob: Below you will find the bonus details.
  • Rob: 350% Match Bonus
  • Rob: Slots and Keno Only
  • Rob: No Playthrough
  • Rob: No Max Cash-Out
  • Rob: Redeem: WINTER350
  • Rob: Deposit $50 or More
  • sheiabdu55: yes i played slots and keno which it was allowed
  • sheiabdu55: and I won the game
  • Rob: The code say Slots and Keno only
  • Rob: Those are the only games you can play
  • sheiabdu55: so when can i expedite the payment
  • Rob: Your withdrawal will be deny
  • sheiabdu55: this is big cheating
  • Rob: And the funds removed from your account
  • Rob: Is the rules, the code is very clear Slots and keno only. Besides that we don't even offer bonuses for Craps, Roulette and Baccarrat that's also stated on the casino rules
  • sheiabdu55: hai i payed on which the game was allowed that is most of basketbull
  • Rob: You also won on black jack and that is not allow
  • sheiabdu55: ok remove the black jack what is the winning amount of slots?
  • Rob: That is not how it works, you played Black Jack, Craps, Roulette and Bacarrat. Those games are not allowed
  • Rob: That voids your winnings
  • sheiabdu55: ok remove the balck jack and roulette and bacarrat
  • Rob: •Unless otherwise stated, playing on the following restricted games while on a bonus will void any and all winnings generated: Craps, Roulette, Baccarat, Pontoon 21, War, Sic Bo and Pai Gow Poker
  • sheiabdu55: what about the slots which i ploayed
  • Rob: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php
  • Rob: Unless otherwise stated, playing on the following restricted games while on a bonus will void any and all winnings generated: Craps, Roulette, Baccarat, Pontoon 21, War, Sic Bo and Pai Gow Poker
  • Rob: Those are the casino rules
  • sheiabdu55: what is the balance amount?
  • Rob: You agreed to them when the account was created
  • Rob: You don't have any balance to cash out
  • sheiabdu55: what is my deposit?
  • sheiabdu55: what is the game which i won on basketbull?>
  • Rob: You can't play those Craps, Roulette, Baccarat, Pontoon 21, War, Sic Bo and Pai Gow Poker
  • Rob: You played those
  • Rob: Your winnings are voided
  • sheiabdu55: you are saying the same thing
  • Rob: I wan to make sure you understand you can't cash out
  • Rob: Do you understand that?
  • sheiabdu55: when i enroll all the games are locked so i played on which the games are open especially slots
  • sheiabdu55: i am talking about withdraw u are teaching me..
  • sheiabdu55: basketbull is allowed or no?
  • sheiabdu55: is the basketbull in the slots or no?
  • Rob: The rules are clear and posted them above you agreed to those when the account was created also the bonus rules says SLOTS and KENO only!!!!
  • Rob: Yes it si
  • Rob: Is there anything else that I can help you with?
  • sheiabdu55: I won on basketbull
  • Rob: Ok.
  • Rob: Did you also played Craps, Roulette, Baccara and BlackJack?
  • Erick: Hello Mr. Abdullah, this is the casino manager
  • Erick: I will assist you
  • sheiabdu55: sir this morning i was played with 200$ with bonus
  • sheiabdu55: I won on basketbull above 900
  • sheiabdu55: i suppose to withdraw but ur people talking something
  • sheiabdu55: i afraid
  • Erick: I already checked your account
  • Erick: and this is what happened:
  • sheiabdu55: how much i won on basketbull slots
  • sheiabdu55: can u tall me
  • sheiabdu55: tell me
  • Erick: you played other games with a bonus that was for Slots and Keno only. Even if you won on a slot game, you will need to start again since playing other games as Roulette, Craps, Blackjack is not allowed at all
  • Erick: you made two deposits of $100 each
  • sheiabdu55: listen once i deposit all other games was locked and i played only slots
  • sheiabdu55: especially basketbull i played and won
  • Erick: yes..but still playing other games is not allowed
  • Erick: this is what is stated in our Rules in the website
  • Erick: •Unless otherwise stated, No Play/ No Max bonuses may only be used to play Slots, Keno, Bonus Bingo and Scratch Card games. All other casino games are prohibited and restricted. Playing a prohibited or restricted game while using a No Play No Max bonus will void any winning generated as a resulting from the use of a No Play No Max bonus. These terms are valid and applicable even after the playthrough requirement has been met.
  • sheiabdu55: so where is my winnning money on slots?
  • Erick: any winning will be voided, removed.
  • Erick: you cannot cashout from those winnings
  • sheiabdu55: hai listen i won the game from basketbull
  • sheiabdu55: what i have played on other game winning is void as per your rules
  • Erick: but this is what we will do: we will place back your first deposit of $100 in your account again. You can play with them and we can also add a bonus on top of it. Once you have played this $100 then we will put the second deposit back in your account so you can play it too
  • Erick: •If a player has used a No Play No Max bonus and has completed the playthrough requirement but proceeds to play a restricted or prohibited game, this will result in their winnings being voided. The rules of the bonus will continue to apply even after the playthrough requirement has been fulfiled.
  • sheiabdu55: i need all of my money
  • Erick: this is the link on the Rules where you can read those conditions:
  • Erick: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php
  • sheiabdu55: i donot want your rules i know ur rules
  • sheiabdu55: iam asking as the your rules, i won the game of slots on basketbull
  • sheiabdu55: can you give the report of it
  • Erick: one moment please
  • sheiabdu55: i always go to vegas and hollywood casino. now i understand why people not trust on online game
  • Erick: you played 778 spins in Baskebull and won $410 on that game
  • sheiabdu55: so the withdrawble amount is 410$
  • Erick: no, you cannot withdraw any amount since you also played other games
  • sheiabdu55: so what are you going to do
  • Erick: the rule does not say you can cashout only what you win on the slot games
  • Erick: we will remove all the balance in your account
  • sheiabdu55: you run this casino for fun or money?
  • sheiabdu55: people won and make a tricky work
  • Erick: and will put back the first $100 of your first deposit so you can play again with it. I can add a bonus but you need to play only the games allowed on that bonus
  • sheiabdu55: i need 200$ WHICH I DEPOSIT TODAY
  • sheiabdu55: ALSO I PLAYED A LOT WITH COOLCAT AND LOST LOTS
  • Erick: we will first put $100 for you to play with
  • Erick: once you have played this $100 then we will put the other $100 for you to play with
  • sheiabdu55: i ALREADY WON A GAME OF 1000 MORE
  • Erick: I will adjust your account now
  • sheiabdu55: WHAT ABOUT THE CHIPS WHICH I WON ALRADY
  • Erick: I will remove the balance and the pending cashout, and will put back the first deposit of $100
  • Erick: so you can start playing again
  • sheiabdu55: I NEED MY 200$ BACK
  • Erick: you mean in your casino account?
  • sheiabdu55: WHAT ABOUT WHICH I WON AND SPEND 6HOURS ON PLAYING?
  • Erick: you cannot withdraw any of your winnings
  • Erick: even more...remember that our bonuses are not cashable
  • Erick: so even if we approve the $1000, which we will not. then we will need to remove $700 of the two bonusese you took, leaving just $300 for you to cashout
  • Erick: remember that bonusese are not cashable
  • sheiabdu55: GIVE THE WINNING AMOUNT OF SLOTS ITSELF
  • Erick: by putting your deposits again in your account and playing only the allowed games you have more chances to win more money
  • sheiabdu55: BRO i LOVE CASINIO
  • Erick: no..we cannot approve any winnings coming from these two deposits. Again, you played not allowed games
  • sheiabdu55: PLEASE GIVE MY WINING CASH OF SLOTS WHICH YOU SAID 440$
  • sheiabdu55: + 200 MY DEPOSIT
  • Erick: I will remove everything now and will credit the $100 again
  • sheiabdu55: FOR WHAt
  • sheiabdu55: you said 300$ for cash out
  • sheiabdu55: ok deal 300+ 200 = 500 cashout
  • sheiabdu55: please agree
  • Erick: no..that was just an example about the bonuses not being cashable
  • Erick: no..we cannot agree. I am sorry but you cannot cashout from these deposits
  • Erick: that is final
  • Erick: I already removed your balance and pending cashout
  • sheiabdu55: so what is the amount cashout?
  • Erick: I will now add the first $100 deposit. Would you like a bonus on top of it?
  • sheiabdu55: i have played 200$ 100+100$
  • Erick: yes...I will add $100 first....you can play with it,...then I will add the other $100 once you have played the first $100
  • sheiabdu55: my total amount is 1098.32 (bonus 700) = 398 is the payment
  • Erick: no..you cannot cashout anything. Your balance has been removed
  • sheiabdu55: are u there
  • Erick: I am here
  • Erick: I will now add the first $100 so you can start again. Would you like a bonus on this first $100 ?
  • sheiabdu55: add 200$ + bonus
  • Erick: I will do $100 first
  • Erick: with a bonus
  • sheiabdu55: this is not favour
  • Erick: once you have played this I will add the other $100
  • sheiabdu55: can you do onething can you give my money back
  • sheiabdu55: which i played today
  • Erick: one moment please
  • Erick: let me credit your account
  • Erick: all set
  • Erick: your account balance is
  • Erick: Playable Balance: $900.37
  • Erick: $200 from the deposits and $700 from the bonus
  • sheiabdu55: so i can play only slots
  • Erick: I wish you have good luck and be able to cashout
  • Erick: yes...you can only play slots or keno
  • Erick: nothing else


Look the above chat, so u guys know how the cheat the player.

Regards

shek

posted on November 13, 2013.

Dear Player

I will look into this matter and will get back to you soon

Regards

Cindy < surname removed >

posted on November 17, 2013.

Dear Player

I will be getting back to you accordingly on Monday

Regards

Cindy < surname removed >

posted on November 18, 2013.

Dear Player

On 11/11/2013 1:32:20 PM you made a $100 deposit and redeemed bonus code WINTER350 which is a bonus to play Slots and Keno ONLY and requested a cashout of $200

On 11/11/2013 5:29:13 PM you made a another $100 deposit and redeemed redeemed bonus code WINTER350 which as mentioned above is to play Slots and keno ONLY and requested a $700 cashout

On 11/11/2013 6:18:09 PM you canceled your $200 cashout and immediately after at 11/11/2013 6:18:14 PM canceled your $700 cashout and continued playing with both balances.

Unfortunately you have played more than 50% in non allowed games and mixed bonuses which is not allowed, therefore your winnings were voided and deposits returned to your account for you to play again allowed games on 11/11/2013 7:17:04 PM.

Please keep in mind that as per Casino rules: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­abo­ut/­rul­es.php

"•Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Promotional offers or coupons cannot be combined. If at any time this should occur, winnings will be void."

Regards

Cindy < surname removed >

AskGamblers
posted on November 21, 2013.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Cool Cat Casino management in regards of this complaint to confirm and justify the casino actions. Unfortunately, the player played non allowed games with Slots and Keno only bonus, and by that act breached casino's terms.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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