Complaint #85
Cool Cat Casino
Not following their own withdrawal policy!
11 years ago
At first, a great casino to work with. Great customer service. Even assigned a friendly and responsive personal VIP representative.
.....until a big win.
At first, I was congratulated on the win and instructed to split my withdrawal into 3 separate requests of $2500 each for faster processing.
Patiently waited through the maximum 15-business-day approval period, and again through the maximum 7-business-day payment processing period—effectively 35 days from the initial withdrawal request—only to receive a payment of $1075, or half of the $2500 I was told to request minus the bonus.
When I called to ask what had gone wrong, I was told the payment had been split (without warning or any notification whatsoever), and that I should receive the second half after another FULL approval period and FULL payment processing period.
When I asked to speak to my VIP representative, I was informed that my account was now restricted from using bonuses and from receiving any of the generous VIP perks advertised on Cool Cat's website for "high rollers"...and that I no longer had a VIP representative. Why? I no longer qualified as a VIP due to my big win.
FIRST LARGE WITHDRAWAL:
Split without warning or notification, doubling the processing time. Second half finally deposited 55 DAYS after initial withdrawal request.
Ok fine, I can wait. I did win big, what do I have to complain about really? So I continue to play (without bonuses), depositing over $1000 over the course of the next month.
Checking on the status of my second $2500 withdrawal request, I expect to see this payment split in half as well...
.....my withdrawal has been split into 5 payments of $500 each (and again without warning or notification of any kind). Each with its very own 35 day approval and processing period.
Not only that, but because each is now considered a separate withdrawal, I am being charged a processing fee of $22 for EACH payment (instead of one processing fee for the single requested withdrawal).
Whenever I call, I'm promised that my NEXT payment will receive rush approval and expedited processing...which has so far been a bold faced lie. I've spoken to numerous representatives and at least 3 different managers, all promising to look into the situation. I even sent a lengthy email describing my complaint of splitting payments without warning and the absurdity of processing a single $2500 withdrawal in 5 payments over the course of 6 months, to which I received no reply.
Great casino, friendly customer support... until you win big. At current pace, I will finally receive my full winnings from April 30th, 2014 a little over 1 year after requesting their withdrawal. I am amazed that Cool Cat Casino considers this acceptable business practice. Unbelievable.
.....until a big win.
At first, I was congratulated on the win and instructed to split my withdrawal into 3 separate requests of $2500 each for faster processing.
Patiently waited through the maximum 15-business-day approval period, and again through the maximum 7-business-day payment processing period—effectively 35 days from the initial withdrawal request—only to receive a payment of $1075, or half of the $2500 I was told to request minus the bonus.
When I called to ask what had gone wrong, I was told the payment had been split (without warning or any notification whatsoever), and that I should receive the second half after another FULL approval period and FULL payment processing period.
When I asked to speak to my VIP representative, I was informed that my account was now restricted from using bonuses and from receiving any of the generous VIP perks advertised on Cool Cat's website for "high rollers"...and that I no longer had a VIP representative. Why? I no longer qualified as a VIP due to my big win.
FIRST LARGE WITHDRAWAL:
Split without warning or notification, doubling the processing time. Second half finally deposited 55 DAYS after initial withdrawal request.
Ok fine, I can wait. I did win big, what do I have to complain about really? So I continue to play (without bonuses), depositing over $1000 over the course of the next month.
Checking on the status of my second $2500 withdrawal request, I expect to see this payment split in half as well...
.....my withdrawal has been split into 5 payments of $500 each (and again without warning or notification of any kind). Each with its very own 35 day approval and processing period.
Not only that, but because each is now considered a separate withdrawal, I am being charged a processing fee of $22 for EACH payment (instead of one processing fee for the single requested withdrawal).
Whenever I call, I'm promised that my NEXT payment will receive rush approval and expedited processing...which has so far been a bold faced lie. I've spoken to numerous representatives and at least 3 different managers, all promising to look into the situation. I even sent a lengthy email describing my complaint of splitting payments without warning and the absurdity of processing a single $2500 withdrawal in 5 payments over the course of 6 months, to which I received no reply.
Great casino, friendly customer support... until you win big. At current pace, I will finally receive my full winnings from April 30th, 2014 a little over 1 year after requesting their withdrawal. I am amazed that Cool Cat Casino considers this acceptable business practice. Unbelievable.
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