I first initiated my request to withdraw late July - Since then a ton of email transcripts with correspondence from this casino / but my Wire transfer still has not arrived. they claim their "processor" sent it a week ago - but we have already been past 30 days for this. I shouldn't still be waiting. Starting to feel like it wont show unless I complain - here a sample chat :
Chat start time Jul 21, 2016 11:47:10 AM EST
Chat end time Jul 21, 2016 12:11:42 PM EST
Duration (actual chatting time) 00:24:31
info: Please wait for a CoolCat agent to respond.
info: Thank you for using our LiveChat Service. This is 'Jay'. Please verify your Email and Phone Number so that I can assist you.
Jay: Thank you for providing me with that information.
Jay: How may I assist you?
: been 48 hours and since i got all documents sent in / havent got notification from cool cat
Jay: it has been forwarded to the documents department. We are waiting on them to approve the documents
Jay: it has not happened yet
: i was told 48 hours / could you check please ?
Jay: We have checked. We can only wait for the documents department to add the note.
Jay: it should be done today or tomorrow at the very latest
: ok we'll see - they sent my documents to other casinos too - but have failed to approve me here / isn't that messed up
: i'm getting emails from club player and other sister casinos , saying my documents were received and approved
: i only sent documents to cool cat
: so that means they have been reviewed and you all are holding up the process
Jay: All your documents are now approved
: ? - are you just making things up as we go , or is that the truth ?
Jay: They have been approved
: ok , so i requested a wire transfer .. how long will that withdrawal take ?
Jay: You would need to send information for the bank wire and the timeframe would be standard.
Jay: The time frame for withdrawals is 10-15 business days to be approved and 10 business days to be sent, plus the delivery time, which may vary according to processors limitations.
: send information for the bank ? i already requested the withdrawal and entered the bank details - what other information do i need to send ?
Jay: If you sent the bank wire details you are good to go.
Jay: The withdrawal timeframe is still the same though. You just get the money in your bank account directly
: so 20-25 days from now should have it ? / is there a way to expedite the withdrawal ? 0 i read the terms and conditions , not sure if i qualify
Jay: We cannot expedite withdrawals
: well the terms and conditions on your website say you can
Jay: Not at this time
Jay: We have to stick to the regular timeframe
: well update your website with all this : people should know that youre sendint theyre info to other casinos / document processing CAN be more than 48 hours / the cost to withdraw according to the method / and that expedited withdrawals are not allowed
: if this was listed on the website i wouldnt have to ask here - or wonder ... but the info on your website is different from what i hear - here in chat
Jay: I will pass on your message to management
: YOUR TERMS AND CONDITIONS - do not match when i ask here in chat i hear someting different than what i read on the website
so i shouldl have this withdrawal by august 21? / thats 30 days
Jay: That would be an estimated timeframe for you receiving the withdrawal, yes.
cmon !!! today is 9/1/16