Ag Awards

Cool Cat Casino - not giving me correct days for waiting period

Complaint Info
Disputed casino Cool Cat Casino
Reason Delayed payment
Amount $ 330
Posted on July 23, 2014

Ok my problem is rather easy. I was in the following email that my withdrawl was approved on the 4th of April. They say it has been eleven business days since then. Well I disagree look at the calendar it has been 12 days. I know it is only one more day but hey lets just be honest here. Honesty is all I want. So here is the email

info: Hi! Thank you for using our LiveChat Service. This is 'Megan'. Please verify your Email and Phone Number so that I can assist you.

unclemark09: ******[email protected], ***-***-**** 

unclemark09: yes I have been waiting on a withdrawl and it was approved and it has been 13 business days since. I am wondering what the status is.

Megan: Allow me a moment while I am checking for you.

unclemark09: sure

Megan: According to the notes posted in your account the check was sent to the processor for $330.00, now we have to wait until they get back to us with the confirmation information.

Megan: As soon as the information is ready you should receive an email from the finance department with the payment details.

Megan: In most cases the customers have the checks by time the tracking number is posted in the account.

unclemark09: Im confused I was not told all this. I was just told that I would get the check after approval within 10-20 business days so I dont understand.

Megan: the 10-20 is used to process and send a payment

Megan: this payment was approved 11 business days ago

unclemark09: what is was approved on the 4th

unclemark09: hold on

unclemark09: Dear Mark, Our records show that we approved your withdrawal on 4/4/13 and it is scheduled to be sent within 10-20 business days from the approval date. I have all the information we require to send your winnings, if you have any question regarding your documents please contact customer service. Best Wishes, Monika Cool Cat Casino Withdrawals Department 1-855-219-9369 (Monday-Friday 11am-4pm eastern time)

unclemark09: that is the email that was sent to me.

unclemark09: Not trying to be a jerk I am just not understanding. So the 10-20 is the time it will be processed and then sent after those day?

Megan: I understand your point, but our time frame is 10-20 in order to process and send

unclemark09: so can you give an estimated date of when I could recieve the money?

Megan: unfortunately, we are unable to give an estimated date when the payment will be delivered once it was sent out to the processor.


Megan: As soon as the information is ready you should receive an email from the finance department with the payment details.

unclemark09: ok when it gets back from them then it will take 10-20 days?

unclemark09: the email come from Monika or a different email

Megan: the email is from finance department

unclemark09: ok thanks. So it will be awhile right?

info: Your chat transcript will be sent to ******[email protected] at the end of your chat.

Megan: the information should be ready soon

unclemark09: ok thanks.

Ok I know I say 13 days but I ment to say 12 days but that is still one more day. I know this seems picky but I do not trust these people sometimes. So better to be safe than sorry so that is why I came to Askgamblers.

Posted on April 25, 2013

Dear Player:

I will look into this matter and will get back to you shortly.


Posted on April 26, 2013

Dear Player:

Your payment for $330 has been processed on 4/20/2013 4:33:42 PM. Casino is waiting for the third party processor to provide them a tracking number.

Please keep in mind that: "Due to current banking and processing issues in the online gambling community, we are unable to give an exact date that payouts will be made following approval. In most cases, payments will be made within 7-10 business days of approval; however there could be slight delays from time to time." Yours took 11 business days to be processed.

As soon as tracking number is available I will be contacting you back.



Posted on April 26, 2013

That makes me feel a little bit better. However I can understand it would take longer for say $1,000 or so but for $330 hmmm I don't know. By the way is the payment sent by mail or by fedex or the like?

Posted on April 29, 2013

17 days and counting.

Posted on May 1, 2013

19 days and counting.

Posted on May 1, 2013

I have recieved my payment in full today. I was paid with a check so I am waiting to see if it clears the bank and I will come back and say that this complaint has been resolved. See ya tomorrow.

Posted on May 2, 2013

My complaint is resolved the check cleared today. Thank you Ask Gamblers and thank you Cool Cat.

Posted on May 4, 2013

Dear Player:

We are glad to hear you've received your payment. We will request Askgamblers to close the issue as solved



Posted on May 7, 2013

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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