Cool Cat Casino - El retiro del jugador se ha retrasado.

I redeem one no deposit bonus min100 - max no limit.

I confirmed my verification submitted a $10 deposit to verify my wallet account it came it all was successful. I requested my account to withdrawal my funds $2000 first. I thought it was Strange that I was basically forced to use Litecoin. So, I comply and did that. After 2 days of arguing (Jan 9-10) with them about my identification documents and change of my last name. I started playing in January 2025 and i never played in June 2024 which I was incarcerated. it clearly shows someone other than me canceled my request and requested my winning another way. they won't establish or acknowledge that it was approved by the Manager for withdrawal. I never received it. One of the agents went so long to say I will never see s dime of that money.

Dear izzybeepaz75,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did you register an account at Cool Cat Casino?

Could you please send me a screenshot of your coupon history starting from June 1, 2024?

How many deposits have you made into this casino so far?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Sorry for the delay in responding.

I started in September 2024 to be exact i screenshotted the tranactions history and even then they were denied the coupons. I deposited once plus did a verification for my wallet.

The total was $7471 that includes the $5000 jackpot that I won. they said it was suppose to be withdrawal max $2000 at a time

Plus, the coupon states that I didn't have to deposit nothing, minimum to cash out was $100 to no max

Could you please clarify your last statement in more detail? How is the change of your last name related to the confiscation of your winnings?

Please note that according to the Terms and Conditions, "Manager Withdrawal" means the following:

An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

In other words, the money was not approved for withdrawal by someone else, but was confiscated because you allegedly cashed in two free chips in a row (without making a deposit between the free chips).

it was taking them longer (4 days ) to accept my documents. I never did two bonuses back to back the system wont let you, one coupon per person. What I mean by my account was switch was I original sent in $10 to do the verification for Litecoin's. not $11 or $12. It doesn't show/reflect on my end that they received the $10 from me plus on my end i never played in June. it shows blank for June, July and august. i dont know where they are getting this information but in june i was incarcerated there is no way. the screenshot i sent shows i had no transactions

plus it was a no deposit required bonus that i submitted. but i never used two. my account online shows nothing for June 2024 i never played then.

Thank you very much, izzybeepaz75, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you izzybeepaz75 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies, I had already communicated with Peter privately and was told the case would be closed. After reviewing the situation I could see that the win in question was the second consecutive free chip without a cash deposit/play session to separate the two. Per the terms and conditions of the free bonus and the casino itself only one free bonus is valid between cash deposit/play sessions. Unfortunately you would not be eligible for the $100 max cashout on the win izzybeepaz75.

Supporting documentation had been forwarded on 23rd of January.

Best wishes,

Nick and Cool Cat

Thank you for the update Nick and I apologize for the delay.

Dear izzybeepaz75, as explained by the casino representative this was your second consecutive free chip without a cash deposit. While we believe restrictions like these should be implemented on a software level, this is a non-deposit bonus you have not lost any real funds to this. With that in mind, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter