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Cool Cat Casino - Never ending withdrawal

REJECTED
Complaint Info
Disputed casino Cool Cat Casino
Reason Delayed payment
Amount $ 2500
Posted on April 20, 2017

I have been trying to be paid my money for over a month and every time a new excuse to delay the payment. All my documents have been verified and I asked for a payment to my bank account in Spain which is an international bank. When able to contact a person everything starts again and no solution is given. Days after each conversation or email sent some ridiculous excuse is given, every time a new one. WHAT NEXT??
These companies should be denounced to the supreme court of consumers and international authorities should act against this fraud.
I for sure will take legal actions against coolcat casino in order to help future frauds and interpol.
2500 dollars is a fair amount of money but nothing compared to what I played and always paid with debit card with instant payment but never ending withdrawal.

This company should be banned from its casino licence.

Here is my message and i await a payment OF 2500 DOLLARS.

info: Please wait for a CoolCat agent to respond.
info: Thank you for contacting CoolCat Casino. My name is 'Sana'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.
armdvj12: armdvj12, < email removed >, < phone number removed >
Sana: Hello, My name is Sana. How may I help you?
armdvj12: i have requested a withdrawal of 2500 dollars already 3 weeks ago, and still no response.
armdvj12: i sent an email with my bank details of BBVA bank but received an email saying you do not transfer to this bank
armdvj12: it seems like to many excuses to not make the payment
armdvj12: do you have a solution to pay me that is not bitcoin??
Sana: I understand your concern and I will try my best to resolve it for you.
armdvj12: another agent told me i must open a bank account with another bank but that is just ridiculous
armdvj12: can you put the money back through my bank card??
Sana: I am sorry for any mis communication.
Sana: Please note that players can withdraw via Bitcoin only if the deposit is made via Bitcoin.
armdvj12: my deposits have always been made by bank cards that have been verified and aprooved
armdvj12: i dont understand that after three weeks im still trying to get my money and everytime a new excuse or just silence from your withdrawal department
armdvj12: ???
Sana: You can receive the money via check or bank transfer.
armdvj12: ok but i already gave my bank details of BBVA bank in spain but received an email saying you will not send to this bank.
armdvj12: i do not understand why and need a solution or will have to take legal actions
Sana: Allow me another moment please.
Sana: I appreciate your patience and apologize for the inconvenience.
Sana: Do you have Bitcoin account?
armdvj12: no and i do not want to be paid by bitcoin.
armdvj12: you are forcing me to put my money into another system and i will be dependant on selling a virtual currency
Sana: I a sorry for the inconvenience.
Sana: But we can not pay via BBVA bank.
armdvj12: so which solution are you going to give me???
armdvj12: i have paid you by card with a direct payment so i would expect the same from you
Sana: Please provide us another bank details.
armdvj12: i have lost count of how many times i have been trying to solve this
armdvj12: if i give you another bank account how do i know you will accept it??
armdvj12: i was asked for bank details and provided them to then receive a response that you do not accept it
armdvj12: which bank do you accept??
Sana: I am really sorry for the delay. Thanks again for bearing with me.
armdvj12: i am in spain and expect you to give me a spanish bank that you will sendmy monet to
armdvj12: ??
Sana: Allow me another moment please.
Sana: I am looking for your case with my manager.
Sana: If you would like to be paid via Bank Wire, please take note of the following:
Sana:
Sana: *IMPORTANT: Please enter the information exactly as requested below. All information is mandatory otherwise a delay will occur. You will have to re-submit the information again until we have everything needed to process with your payment.
Sana: Bank Name:
Sana: Bank Address:
Sana: Exact Name registered in Acct:
Sana: Beneficiary Address Registered on the bank act:
Sana: Place of Birth: (City and region)
Sana: Acct #: Always
Sana: Swift code:(Alphanumeric code) Always
Sana: IBAN:
Sana: Checking or savings acct:
Sana: (*)If it's a joint account please provide all names registered on the account.
Sana: (**)NO Business accounts allowed.
Sana: (***) Bank account must allow processing of both FedACH and Fedwire payments. If you are not sure, please verify with your bank.
Sana:
Sana: IMPORTANT Notes:
Sana: - We cannot use Intermediary banks
Sana: - The Bank's address cannot be a P.O. BOX.
Sana: - The SWIFT code is an alphanumeric code and is used for international transactions; we cannot send a bank wire without it.
Sana: - Please DOUBLE CHECK all the information before sending it. In case there is a problem due to mistaken bank account information we cannot guarantee that the payment will be reissued, and in case it CAN be done, an administrative fee will be assessed.
Sana:
Sana: *Please be aware that as this will be an international transaction, your bank and the other banks involved may charge additional currency conversion and processing fees.
Sana: **Inaccurate or incomplete information may lead to funds sent to an incorrect account which will be impossible to recover. Please also make sure your bank information is 100% accurate, since fees will be charged for returned wires which must be covered by the account holder if the information provided is incorrect, including additional fees assessed to resend the transaction.
Sana: *** Remember you should never mention the funds come from a casino or online gaming site. ***
Sana: Please email this information to: paymen¬≠[email protected]¬≠cas¬≠ino¬≠sup¬≠por¬≠tce¬≠nte¬≠r.com
armdvj12: you have not answered my question
armdvj12: which spanish bank will you send to?????????????????
Sana: Please send us the bank details which abide by the above details.
armdvj12: i repeat, please tell me which spanish bank you accept
Sana: I can not give you any bank name.
armdvj12: i provided you with a BBVA bank which is an international bank that complies with your requests
armdvj12: send me a list of the banks you will send to in spain
armdvj12: in which country or state are you based in??
Sana: May I request you to send the bank details at [email protected]¬≠sin¬≠osu¬≠ppo¬≠rtc¬≠ent¬≠er.com once again for rev3iew.
Sana: We are base in Prague, Czech republic.
Sana: I appreciate your patience and apologize for the inconvenience.
Sana: We have not heard from you in a while. Would you like to continue this chat?
armdvj12: but you must understand that if i need to open another bank account that you will send money to i need to know which banks you will accept as i wasnt informed
armdvj12: before that you dont accept BBva
Sana: You can contact us after 8-10 hours and talk to the Finance Department for additional details.
armdvj12: i cannot go round to opening a bank account for then you to respond that you also dont accept it
armdvj12: please send me a list of the banks you will pay
Sana: I can truly understand your concern.
Sana: You can contact us after 8-10 hours and talk to the Finance Department for additional details.
armdvj12: do you have an oficial complaints form in order for me to report this to the police and undertake legal actions
Sana: You may write at manage¬≠[email protected]¬≠ool¬≠cat¬≠mai¬≠l.com
Sana: I apologize for this turnaround.
Sana: I can manager for the Bitcoin if you wish.
armdvj12: i have already done that but your manager has not given me any solutions
Sana: Please share the Bitcoin details and we may pay via Bitcoin.
armdvj12: you are forcing me to buy virtual currency and i will not accept it
armdvj12: you must pay what you owe
Sana: Please contact us after 8-10 hours and talk to the Finance Department for additional details.
Sana: I am not in position to provide any additional information.
Sana: Is there anything else I can help you with?
armdvj12: can you send me your legal adress please where your company is based please
Sana: Our customer support center is based in Prague, Czech Republic and the casino license is based in Costa Rica and the software agency is based in Honkong.
Sana: I am really sorry for the inconvenience.
armdvj12: i need the exact adresses to undertake legal actions
Sana: Please send the details of your bank at [email protected]¬≠sin¬≠osu¬≠ppo¬≠rtc¬≠ent¬≠er.com so that we can review the case again.
Sana: After assessment, we will get back to you with the best possible solution.
armdvj12: i request once again the adress of your casino liscence in costa rica
armdvj12: also the adress of your software agency
Sana: I do not have that information available.
Sana: Please send the details of your bank at [email protected]¬≠sin¬≠osu¬≠ppo¬≠rtc¬≠ent¬≠er.com so that we can review the case again.
armdvj12: i will report this to the consumer office in madrid and introduce legal actions in the supreme court of spain in order to inform these unethic procedure of business in spain
Sana: I am really sorry to hear that.
Sana: We want to help you and I apologize for all the turnaround.
armdvj12: then send me my money to the bank i have already suplied to you which is an international bank
armdvj12: ????
Sana: I am requesting you the same.
Sana: Please send the details of your bank at [email protected]¬≠sin¬≠osu¬≠ppo¬≠rtc¬≠ent¬≠er.com so that we can review the case again.Please send the details of your bank at [email protected]¬≠sin¬≠osu¬≠ppo¬≠rtc¬≠ent¬≠er.com so that we can review the case again.
Sana: Please send the details of your bank at [email protected]¬≠sin¬≠osu¬≠ppo¬≠rtc¬≠ent¬≠er.com so that we can review the case again.
armdvj12: i will do that and expect a money tranfer in the folowing 24 hours.
armdvj12: please inform your superiors of this case.
Sana: Thank you. The department will get back to you after assessment.
Sana: Is there anything else I can help you with?
armdvj12: yes
armdvj12: i will send my BBVA bank details again, correct??
armdvj12: is that what youare asking me to do??
Sana: That is correct.
Sana: Yes.
armdvj12: are your superiors informed??
armdvj12: if yes , WHO???
armdvj12: and which department?
Sana: I have left a note on your account and informed the supervisors.

Posted on April 24, 2017

Hi Pollux--

I'm so sorry for the difficulties you've experienced with this.

I do see in my notes that there's been an issue with your preferred payment method and I believe our payments manager, Sophie Evans has sent you an email regarding this.

Unfortunately, Sophie will not be in until later this afternoon, so I'm unable to see if there's been any response to her email. As soon as Sophie gets in, I'll speak with her and return to update this thread.

All the best,

Tawni

AskGamblers
Posted on April 27, 2017

Dear @Pollux,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Posted on May 1, 2017

Hi Pollux--

I'm so very sorry. I did speak with Sophie on Friday and she told me that although the note was written to your account that she had emailed you, she hadn't.

At that point, she did state she would email you, straight away.

Can you please confirm if you received her email?

Thanks,

Tawni

AskGamblers
Posted on May 4, 2017

Dear @Pollux,

Please let us know if there's an update regarding your ongoing complaint. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on May 8, 2017

Hi Pollux--

I'm not in the office just yet (I'll be in later this afternoon). I was just hoping you can confirm you've received an email from Sophie?

Thanks,

Tawni

Posted on May 12, 2017

Hi Pollux--

I've spoken with Sophie and she has yet to receive your information. Until we have this, there's not much that can be done.

I'll continue to check with her in the hopes she's received your information.

Tawni

Posted on May 16, 2017

Hi Pollux--

I've spoken with Sophie once again and she has still not received your wire details. We'd really like to sort out your payment, however without this information, there's nothing we can do.

I'll continue to stay on top of this.

Tawni

AskGamblers
Posted on May 16, 2017

Dear @Pollux,

Please let us know if you have cooperated the casino and sent the required information. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

AskGamblers
Posted on August 26, 2020

This complaint has been rejected by our system due to your inactivity in answering within the given time frame for a respond. It is not very nice to throw accusations against the casino and then never to return and cooperate in solving the issue. If you accidentally missed the given time frame to respond, please contact our support, explain what happened and request the complaint to be reopened.

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