Complaint #260
Cool Cat Casino
Two months afterwards still no sign from my withdrawals
8 years ago
I am a Level 4 VIP player and have enjoyed playing at CoolCat for years. At that level you are promised "expedited withdrawals". However, since submitting a withdrawal on July 7th (three separate amounts totaling $5900 - $405 for bonuses) I have been extremely frustrated with the amount of calls I have had to endure and the sinking feeling I have been playing at an unethical online casino. Here is my journey so far and I am hoping this site will help me find resolution.
1. Despite being told that my bank statement would suffice in place of a utility bill to verify my address initially in July, I have had to make weekly follow up calls when I noticed the withdrawals were still pending on my account. I was apologized to over and over again and told that the VIP Department would escalate and approve and begin processing. In between the occasions where I actually reached someone I left several messages with no return call.
2. Over the two plus months since my withdrawal request and confirmation of documentation, in every call I have been consistently asked to "check back" to make sure they were actually successful, and each time I felt I was starting at square one, as if there were no notes on my account.
3. Two weeks ago I was assured that I would see the wired $ in my account last week. Did not happen. I instant messaged with a host on Sunday, and again I was apologized to, assured that my issue would be escalated as VIP high priority, and that if I didn't see an email from them by Tuesday with a confirmation I should call again. No email.
4. I spoke with someone just 30 minutes ago, and yet again was told that it was an issue with my address, and then told that "all they needed" all this time was verbal verification of my address. I have already given it over 6 times. This person seemed most assuring, but yet again would not commit to any action other than a promise to personally follow up.
Here's the thing. I understand banking, so the comments about processing times fall short. I can also spot an unethical attempt to consistently delay me with promises of good intent and action. I am incredibly frustrated at this point.
Tawni - you seem to have helped so many out of this struggle, and I'm hoping you can help me. Thank you in advance for your response.
1. Despite being told that my bank statement would suffice in place of a utility bill to verify my address initially in July, I have had to make weekly follow up calls when I noticed the withdrawals were still pending on my account. I was apologized to over and over again and told that the VIP Department would escalate and approve and begin processing. In between the occasions where I actually reached someone I left several messages with no return call.
2. Over the two plus months since my withdrawal request and confirmation of documentation, in every call I have been consistently asked to "check back" to make sure they were actually successful, and each time I felt I was starting at square one, as if there were no notes on my account.
3. Two weeks ago I was assured that I would see the wired $ in my account last week. Did not happen. I instant messaged with a host on Sunday, and again I was apologized to, assured that my issue would be escalated as VIP high priority, and that if I didn't see an email from them by Tuesday with a confirmation I should call again. No email.
4. I spoke with someone just 30 minutes ago, and yet again was told that it was an issue with my address, and then told that "all they needed" all this time was verbal verification of my address. I have already given it over 6 times. This person seemed most assuring, but yet again would not commit to any action other than a promise to personally follow up.
Here's the thing. I understand banking, so the comments about processing times fall short. I can also spot an unethical attempt to consistently delay me with promises of good intent and action. I am incredibly frustrated at this point.
Tawni - you seem to have helped so many out of this struggle, and I'm hoping you can help me. Thank you in advance for your response.
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