Complaint #138 Cool Cat Casino

Pending $3591 for 3 months

By Mrspence

10 years ago

Message on forum

Hello

I received approval for withdrawal of $1,026 on 1/18/16 and $1,585 on 2/15/16. Also withdrawal of $1000 approved on 3/7/15. They tried sending a wire for $1,026, never received it. They then had me fill out a form for a reloadable debit card to get me the total due of which i was told was mailed to me which never was. Then I was the $,2591+ $20 in fees was sent via wire on 4/7/-6, still haven't received it. Also pending confirmation of the $1,000 I am pending to be sent via wire. Any idea on these hold ups and if this can be expedited? I have never had issues before with wire payments from cool cat. These extreme delays have been quite inconvenient. Username : mrspence
Site : cool cat

Disputed Casino Cool Cat Casino

Reason Delayed payment

Amount $3591

Discussion

AskGamblers

• Support Team

10 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Mrspence

10 years ago

Case closed, funds received as of 10:44 am via bank wire.

Mrspence

10 years ago

Dear Mr. Yarborough

Thank you for contacting us!

Yes that is correct!

We are missing to send you those 3 payments for $1,026, $1,585 and $1,000. Once they are sent you will be informed immediately.

Thank you for your patience and for choosing us!

Bets regards,

Tara
Escalations Manager
Cool Cat’s Network

From: Spence
Sent: Thursday, March 24, 2016 5:34 AM
To: coolcat@vipsupportmanager.com
Cc: tara
Subject: Re: Your host

I want to confirm the amounts I am waiting to receive.
$1,026
$1,585
$1,000

Can you just send the money to my actual debit card?

Tara can you help?

Spence

On Mar 23, 2016, at 7:00 PM, wrote:

No hun we apologize with you, we’ll escalate this to upper management so they can put this as priority so they can expedite the process cause you should have received the card by now, so at this point if you haven’t maybe finance will send a check instead. We’ll let you know what is their answer and what they will do.

Sincerely,
The VIP Team
CoolCat Host

Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Wednesday, March 23, 2016 8:02 AM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

Good morning any updates on the card?

Spence

On Mar 18, 2016, at 7:00 AM, Spence wrote:

Good morning any updates on the card?

Spence

On Mar 16, 2016, at 5:45 PM, wrote:

No sorry no updates, you should get an email with the tracking information soon.

Sincerely,
Danielle White
CoolCat Host

Toll Free: 1-855-648-3434 Ext. 1642
Email: coolcat@vipsupportmanager.com
Site: CoolCat

Mrspence

10 years ago

Hi Spence!

Yes it actually was sent out last Thursday 7th, it’s for $2591 + $20 service fee, they sent out 2, the one for $1026 and the one for $1585.

Soon we should have the confirmation of this and you’ll have it on your account, in approximately 7-10 business days.

Description: http://www.vipsupportmanager.com/coolcat/coolcat-2.jpg
Sincerely,
The VIP Team
CoolCat Host
Description: http://www.vipsupportmanager.com/coolcat/icons.gif
Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat
Description: http://www.vipsupportmanager.com/coolcat/terms.jpg

From: Spence ************* [mailto:***********************@yahoo.com]
Sent: Wednesday, April 13, 2016 12:55 PM
To: coolcat@vipsupportmanager.com; tara
Subject: Re: Your host

Hi team

Have you been able to confirm with processor regarding my wire?

Thank you!

Spence **********************

On Mar 25, 2016, at 8:04 PM, wrote:

Yes we apologize again thank you for being so patience.

Sincerely,
The VIP Team
CoolCat Host

Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence ******************** [mailto:************************@yahoo.com]
Sent: Friday, March 25, 2016 3:32 PM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

Ok please let me know. This has been such an inconvenience. :(

Thanks for your help,

Spence ***************************

On Mar 25, 2016, at 5:04 PM, wrote:

Okay thank you!

The next payment is the one for $1026 then the one for $1585 and then $1000. They may be sending 2 in one transaction but we are not sure about that yet.

Sincerely,
The VIP Team
CoolCat Host

Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence ******************* [mailto:**********************@yahoo.com]
Sent: Friday, March 25, 2016 2:57 PM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

Let's do it can you confirm what amounts will be sent please ?

Spence Yarborough

On Mar 25, 2016, at 4:22 PM, wrote:

We are not sure yet if they will send all of them at once.

Bank Name:
Is this info correct?

Since the card is taking this long we’ll see if wire we’ll be faster

Sincerely,
The VIP Team
CoolCat Host

Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Friday, March 25, 2016 1:51 PM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

I thought there were issues with sending the wire before?

If you want to try the wire again with my fifth third account lets do it.

But I want to confirm you will be sending all deposits at once.

These have all been approved for some time each for

$1,000
$1,026
$1,585

Spence *****************

On Mar 25, 2016, at 2:30 PM, wrote:

Not yet L

Let me ask you something, I see that before you got your payment via bank wire, with the Fifth Third Bank, do you want us to send the money there or you want to keep waiting for the card or check, because at this point you should have received the card and this was supposed to be faster but it seems it’s not.

Sincerely,
The VIP Team
CoolCat Host

Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Friday, March 25, 2016 6:30 AM
To: coolcat@vipsupportmanager.com
Cc: tara
Subject: Re: Your host

Thanks any update on the status?

Spence

On Mar 23, 2016, at 7:00 PM, wrote:

No hun we apologize with you, we’ll escalate this to upper management so they can put this as priority so they can expedite the process cause you should have received the card by now, so at this point if you haven’t maybe finance will send a check instead. We’ll let you know what is their answer and what they will do.

Sincerely,
The VIP Team
CoolCat Host

Toll Free: 1-855-648-3434
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence Y
Sent: Wednesday, March 23, 2016 8:02 AM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

Good morning any updates on the card?

Spence

On Mar 18, 2016, at 7:00 AM, Spence **************** <*******************@yahoo.com> wrote:

Good morning any updates on the card?

Spence Yarborough

On Mar 16, 2016, at 5:45 PM, wrote:

No sorry no updates, you should get an email with the tracking information soon.

Sincerely,
Danielle White
CoolCat Host

Toll Free: 1-855-648-3434 Ext. 1642
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Wednesday, March 16, 2016 3:28 PM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

Hi there any update on the card? :-)

Thanks,

Spence Yarborough

On Mar 14, 2016, at 4:49 PM, wrote:

It was already redeemed and you played with the money hun, but OMG! Your birthday was last week and I didn’t credit a loyalty birthday chip, let me do it right away I'm going to credit $100, This comes with standard rules (20x play through for slots & keno, 40x play through for allowed table games & video poker and $100 Min cash out and 3x max cash out of amount). Please remember that these games are not allowed: Craps, Roulette, Baccarat, Pontoon 21, War, Sic Bo and Pai Gow Poker. Keep in mind that Slot tournaments can only be played with your own deposit or by using unrestricted coupon; you cannot play them using free bonuses or restricted coupons. Hope you’ll enjoy it! J

Sincerely,
Danielle White
CoolCat Host

Toll Free: 1-855-648-3434 Ext. 1642
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Monday, March 14, 2016 11:57 AM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

Thank you I received an email for a free $50 chip for my birthday on March 10. Can you redeem this for me please?

Spence Yarborough

On Mar 14, 2016, at 12:35 PM, wrote:

No hun no updates yet, should be sent out on these days and when we have the tracking number I’ll let you know.

Thanks for your patience!

Sincerely,
Danielle White
CoolCat Host

Toll Free: 1-855-648-3434 Ext. 1642
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Sunday, March 13, 2016 9:33 PM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

HI any update on approval of the card and if it's been mailed?

Spence
On Mar 8, 2016, at 4:04 PM, wrote:

Perfect thank you hun!

I’ll let you know when they give me the green light and send your card.

Sincerely,
Danielle White
CoolCat Host

Toll Free: 1-855-648-3434 Ext. 1642
Email: coolcat@vipsupportmanager.com
Site: CoolCat

From: Spence
Sent: Tuesday, March 08, 2016 6:44 AM
To: coolcat@vipsupportmanager.com
Subject: Re: Your host

See attached

Cool Cat Casino Complaint Stats

Resolved 499 / 520

Avg. Amount $2,994

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Cool Cat Casino Complaints

See all complaints for this casino

Payment being delayed repeatedly

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I have try to contact people in chat and I keep getting the same runaround answers. They keep telling me they escalated it. I'm highlighted for the soonest payment. And I was supposed to be paid in the next batch of payments yet now I find myself waiting for another review and another 7 to ten days, in which case they'll just make me escalate it again and wait another 24 to 76 hours.

I sincerely just would like the amount approved Initially over a month ago but thus far have been refused help and refused connect me to a supervisor or anybody else in the payment division

Resolved

$2,000

Delayed Payment 2x

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$2,500

Been trying to request my winnings here for 4 months

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Nov 11: I requested a withdrawal.

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I am concerned about what is occurring with my Cool Cat casino win.

I withdrew to my bitcoin ten times over the past six months, beginning October last year.

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The total unpaid withdrawals are $21,000 (print 1 and 2).

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Resolved

$21,000

4 weeks and no payout here either

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$1,500

Waiting too long for payout

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$2,500

Delayed payments Cool Cat December 24

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$500

Withdrawal long processing time

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Request ID #15529851 Cool Cat/Wild Vegas

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Withdrawal and payout issue $2500

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