Complaint #194
Cool Cat Casino
Delayed payment of $7350.00
9 years ago
In October I played and won on Cool Cat. I actually hit a large Jackpot on Sunken Treasure and was up to $11,000 Played down and cashed out on 10/18/2016. Immediately after cashing out I contacted Cool Cat to make sure my account was verified and all documents were in order. I was told everything was in order and was good to go. On 11/10/2016 the payouts ( $2,500. $2500, $2350) were approved. I again contacted them to make sure all my documents were in order. I was assured everything was fine. On the 21st I contacted Cool Cat and was assured my payment would go by the end of the week (11/25/2016) Come Monday I had not heard anything so I contacted Cool Cat to follow up with them. I was then informed that they can not send payment because my documents are outdated and need to resubmitted and they they need to be resubmitted every six months. Not very happy I gathered all the documents they request and emailed them to both emails provided on the authorization form. I also emailed them to another email provided by an agent. I was told it would take 48 hours to update. I can not even get a response from them on the documents. I have contacted them everyday and can not get verification. I keep being told that they are closed and no one is working that department at this time. I have been extremely patient with the process but feel I am intentionally being delayed and was mislead on my documents causing a delay. I would like someone to contact me to confirm receipt of documents and estimated time for payout. ( I also have an approved payment for $1125 that was approved 11/22 but that is still in the 10 day business day period)
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