Cool Cat Casino - O levantamento dos prémios dos jogadores está atrasado.

I requested this on April 25th and it was even expedited on Friday and it still has not been approved to even go to the next step to be paid out.

Dear Ehop1009,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I just don’t understand if it was expedited? Does that even mean anything?

Dear Ehop1009,

Have you received your withdrawal from the casino yet?

No I have not.

Still have not received this withdrawal and I have a coindraw from them now that was requested at 5/8 at 5:30 am and was told it probably would not be gotten until Friday or Saturday? I was told on 5/10 it had been expedited but was given no other information. The $100 was requested on 4/25, it’s been enough time on this one especially if it’s been expedited.

Thank you for your reply, Ehop1009. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

yes I have made a withdrawal before. No there is no issue with verification. It’s been escalated 3 times now.

Still have not received this payout and it’s been escalated at least 4 times.

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Every time I have gone on chat they say they see it and they can escalate it again and that’s all they have said. Except one operator said I had a chafe back from Wild Vegas (I have no idea) and that is what is holding it up but I have gotten larger payouts from this from here before. My bank has not disused anythinhbb

Thank you very much, Ehop1009, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Ehop1009 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cool Cat Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

I reviewed the situation and I can see that the secondary withdrawal (requested via Coindraw) was approved and paid out quite some time ago, that's a positive I suppose. Coindraw is mostly automated so generally things go much faster in most cases. I will see what I can do with that $100 for you though Ehop1009. If anything else is required of you I will let you know, otherwise just let us know when it comes in.

Best wishes,

Nick and Cool Cat

Thank you very much for the update. We will keep this complaint open until Ehop1009 confirms their withdrawal has been successful. Please keep me informed about any further developments.

i have now been basically punished for winning at any of the casinos and will not be playing at any of then.

I just received the funds from them.

Dear Ehop1009,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter