Ag Awards

Coolcat Casino - Will not pay my money (yet)

Complaint Info
Disputed casino Cool Cat Casino
Reason Delayed payment
Posted on May 16, 2014


I want to complain about the timeframe of the cash out of my winnings and i have won on 17 june 2011, its approved by Coolcat and if i ask when it will pe payed to me on my moneybookersaccount, i get the answer that it can take 20 businessdays after the approval! But thats is not what is stated on the site on the FAQ of Coolcat Casino!!

There is the text "Now that I’ve made a withdrawal request, how long will it take for me to receive my money? The time to process withdrawals is 2 – 7 business days to be processed. Payouts paid by Cashier checks are sent just twice a month."

but that is not what the live help Linda says to me. So i have to wait still 20 businesdays? thats all together more than 2 months and that is unbelieveble for me.

I have made screenshots of chats and i will send it.

Regards < name removed >

Moneybookers account: < email removed >

Posted on July 4, 2011

Dear Geertje:

Please send me your casino username and i will get back to you accordingly.


< name removed >

Posted on July 6, 2011

Dear Geertje:

Coolcat Rules clearly state: http:/­/ww­w.c­ool­cat­-ca­sin­o.c­om/­ban­kin­g/w­ith­dra­wal­s.php

All withdrawals that meet the cash-out requirements will be approved within 10-15 business days of the date the withdrawal was requested. - You've requested a withdrawal on June the 17th and it was approved on June the 29th which is 8th business days after request was made.

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 - Withdrawal was approved on June 29th and you should be receiving your payment on July 13th the latest according to Coolcat's rules


< name removed >

Posted on July 7, 2011

oke then i will wait for the 13 th july, if its not received by me i will contact you again. Thank you

Posted on July 9, 2011

Dear Geerje

I will inform you as soon as payment has been sent out


< name removed >

Posted on July 11, 2011

Dear Gertje:

If I receive any information from the casino related to your payment I will let you know


< name removed >

Posted on July 12, 2011

oke, its now the 12th, so i have to wait for one more day right?

Regards Geertje

Posted on July 13, 2011

hello Cindy,

Its now the 13th and i still received nothing.

I just spoke to Alice from the live help and she told me

"The withdraw was approved on June 29th, after approval the withdrawal will be sent out during the next 15 to 20 business days"

So i cannot do anything with that answer, i must say i find it a louzy customer support that live help.

I also made a pintscreen i send to askgamblers.

But i would like to know now, when do i get my money?



Posted on July 13, 2011

Dear Geertje:

I will verify with accounting when is your payment scheduled to be sent out


< name removed >

Posted on July 14, 2011

Dear Geertje:

I am glad to hear you've received your payment. I will request Ask Gamblers to close this issue.


Cindy Greco

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