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Cool Cat Casino - Withdrawal Split into too many transactions

posted on June 8, 2015.

I had requested a withdrawal from Cool Cat Casino for $2500. The withdrawal was split into 2 transactions of $1250 each. I had no problem with that. I had won $2500 again and after seeing the first withdrawal being split into 2 transactions, I cancelled the $2500 withdrawal and split it into 2 transactions, 1 for $1950 the other for $550. I later cancelled the $550 withdrawal and played it through. Totally expecting the $1950 shortly. On May 8th the withdrawal was approved for $500. They then took the rest of the money and split it into 3 more withdrawals, ($500,$500 and $450 to total the $1950 withdrawal.) I tried to inquire into the reason of the multiple splits. I talked to the withdrawal department and was told it was due to processor limitations. I fail to understand how I can receive a check for $1250, yet $1950 has to be split into 4 transactions. I asked to speak with the manager. I was given his email address and so I wrote him. I was told it takes up to 48 hours for a response. I waited the time limit and have attempted 2 more times of talking to a customer service personal, (both managers) who said that they would contact the withdrawal manager and have him contact me that it may take between 24 - 48 hours. The time has passed and I have yet to hear any response from [email protected]­cas­ino­sup­por­tce­nte­ I sent him an email on May 12th. I feel that it is unfair to make me have to wait the 10- 15 business days between approvals for each withdrawal, let alone the increased fees that will be charge by both the "processing department'" and my bank for wire transfer fees. I would like to hear a response from the withdrawal manager as to why my withdrawal had to be split into 4 transactions and why it could not have been done as 1 per their maximum withdrawal policy of $2000 per week as opposed to $500 and then wait for 10 - 15 business days for the next approval per each transaction. I appreciate any help in getting this matter resolved.

posted on May 23, 2015.

@Slyder, Any update considering this complaint; thank you?

posted on May 27, 2015.

Hello Slyder, Good news - your payment has been issued and you should receive it in 4 to 7 business days. I am sorry for the confusion and not sure why you were told that it would be broken up into payments. You will be receiving the entire $1,450. Please let me know if you require any further assistance. All the best, Tawni

posted on May 28, 2015.

Hi Tawni, Thanks for the response. I am not sure why I was told that either, however, it did show a $500 approval, and then 3 more pending withdrawals at the time I tried to contact the withdrawal manager. Until I posted this complaint here, I had not received any correspondence from Cool Cat Casino. I never did hear a reply to the email that I had sent to "Roger", nor did I hear from him after the 2 support managers had also emailed him about my concerns. I guess customer service or satisfaction was not a concern of the withdrawal manager that I was told to talk to. I now see that the 3 withdrawals amounting to $1450 were all approved on the same day. So what is the maximum amount of withdrawal that can be done in a single transaction for future reference for me? My question still remains unanswered.

posted on June 1, 2015.

Hi Slyder, I am sorry I was away for the weekend and just saw this post. Generally our maximum weekly payout is $2,000, however this is on a player by player basis. I will have one of our Escalation Managers contact you ASAP with a definitive answer in relationship to your account. All the best, Tawni

posted on June 3, 2015.

I anxiously await to hear their response. It would be nice to have a public policy that states the rules that apply to all people as opposed to an open policy that says $2000 unless we decide to send less depending on whatever the reason is. Policies should be able to be read and understood one would think.

posted on June 6, 2015.

@Slyder, Did you received your winnings, can we close this complaint? Thank you.

posted on June 6, 2015.

Yes I received my winnings, thanks for your help. You may close the complaint.

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