Cool Cat Casino - La solicitud de retiro del jugador está retrasada.

In Sept 2023 I used a promo offer from Cool Cat Casino.

^ I believe it was the one above, but I'm not sure because it's been so long. Here is the line in the history: Sept. 08, 12:57 pm

VIP-MKT 30/60 1x Max Deposit approved

I played through the promotion as required and ran up my account to exceed the withdraw limit. In order to withdraw/KYC, they requested me to deposit some amount of Bitcoin, I think $20, which I did.

After depositing, I tried withdrawing about 3-4 times, each waiting patiently for the 10 day period, and didn't receive any penny each time. The last time I tried was in January 2024, and it was pending withdraw from Jan 2024 to Dec 2024. No progress. So, I cancelled that withdraw and tried to withdraw again on Dec 19 2024. I still haven't received anything.

I followed all rules and have been waiting years to receive my money.

Dear jonjonbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise if you provided any documents to verify your identity?
• Is your latest withdrawal still pending in your casino account?

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

Best regards,

Kristina

1. no I haven't made any successful withdrawals before

2. I think so, but it has been a long time. I know I went through all the steps of the Bitcoin withdrawal procedure without any issues. they have not contacted me about any missing documents

3. yes it is still pending

Thank you very much for your reply, jonjonbo. Have you tried contacting the casino regarding this issue? 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.

I have not received any contact from their support email at help@coolcat-casino.com

I believe I have attempted multiple times to contact them through their live chat support, where they directed me every time to wait 10 days or wait longer, but I don't have any logs or records of the live chat support

Thank you very much, jonjonbo, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, jonjonbo,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Cool Cat Casino team,

Could you please explain the player's situation in more detail? What is the estimated time frame for processing the withdrawal?

What needs to be done on his side to speed up the withdrawal process?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Greetings all,

I have submitted the situation for review with our approvals department, once they have gotten back to me I will be able to comment on this properly.

Best wishes,

Nick and Cool Cat

Thank you for your response, Nick and Cool Cat.

Waiting for your updates.

Any news, please?

Greetings all,

In this particular case we have two casino accounts for the same player, both of which have received a free welcome bonus the second of which would be the winning chip referred to here. I reviewed the case with our approvals department and despite the violations of the terms and conditions of the casino (consecutive free chips without deposit) we agreed that since the previous chip was played a few years ago it was reasonable to consider that perhaps you were legitimately not aware of the account or the previous free chip jonjonbo. You also cancelled the requested withdrawal on top of a free chip ($25) then tried to request these funds without playing them (mixing funds and not completing playthrough both restricted by the terms of the casino and the bonuses themselves). In spite of all this I have gotten a special exception that allows you to withdraw the maximum cashout value of your original winning chip ($100) as well as the $18 confirmation deposit ($118 total). The additional $25 here is not eligible for withdrawal as it was a free chip which would not have been eligible for withdrawal without a cash deposit/play session to separate the two chips and completion of playthrough.

Please visit our service department and have them update your Bitcoin address jonjonbo, then we can move forward with approval and payout.

Best wishes,

Nick and Cool Cat

The Bitcoin address on file is correct, the one used in all previous requests

Thank you both for your replies.

Dear jonjonbo,

"Please visit our service department and have them update your Bitcoin address jonjonbo, then we can move forward with approval and payout."

It is likely for security reasons. Can you please follow Nick's instructions - to contact the casino's customer support, confirm your BTC address, and confirm here once it has been done?

Thank you.

Thank you for the update, jonjonbo.

Since a significant time passed since your last response - can you please provide us with an update?

Is there any progress? Did the casino reply to your email? If so, what information did you receive from the casino?

Did you try to contact the casino via Live Chat? If so, did they help you?

Thank you.

here is the automated response from the casino but I have received no further response or follow up from them

Thank you for the update, jonjonbo.

Dear Nick and Cool Cat,

Can you please update us on the matter?

If the complainant did not follow your instructions above correctly and/or there is anything else that he needs to do to speed up the process, can you provide clear and detailed instructions on how to proceed?

Thank you.

Greetings all,

The necessaries are now complete within the casino account and I have requested the funds be reviewed for approval as soon as possible. Once the withdrawal is approved we should be able to get the funds out to the provided Bitcoin address within the following business days.

Best wishes,

Nick and Cool Cat

Hello all,

Thank you for the news, Nick and Cool Cat!

Can you inform us once it is approved or if it already has been - what is the estimated time frame for processing the withdrawal?

Thank you.

Greetings all,

We now have a valid Bitcoin address and an approved withdrawal. I have forwarded the payment to our withdrawals department for priority disbursal, hopefully we see some movement shortly. Let us know when that comes in jonjonbo.

Best wishes,

Nick and Cool Cat

Thank you for the confirmation.

Dear jonjonbo,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you if it has not yet.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Thank you.

I have received $118/157 but I haven't received the other $39

Hello all,

Thank you, jonjonbo, for your response and the update, and I am sorry for the delay.

I think that the reason you received $118 was explained earlier in Nick's post from February 6, 2025. What $39 are we talking about now, please? You submitted the complaint with the disputed amount of $157. Do I understand correctly that you still counted with the full $157? Or was there any other new activity thanks to which the casino should let you withdraw another $39?

Dear Nick and Cool Cat,

Can you please check the player's account(s) once again and provide me with the relevant evidence confirming your claims on February 6, 2025, and explain what the remaining $39 of his disputed amount represents and why he is not allowed to withdraw it?

Since the complaint was submitted, was there any activity on his account, thanks to which the complainant could withdraw another $39?

Thank you.

I don't recall ever using a bonus twice and it's almost impossible for me to review the transaction history of my account because they only allow selecting a 30 day range at a time and this was several years ago.

Greetings all,

The maximum cashout value for the free chip was $100, so $100+ the $18 account confirmation deposit is what was released. Cancelling the requested withdrawal on top of another bonus with a $25 value then re-requesting the withdrawal with the bonus funds ($157 request in total) is what is called "mixing funds". The additional funds were not eligible for withdrawal without a cash deposit/play session to separate the two and completion of playthrough on that bonus as well. Hopefully this clarifies things.

Best wishes,

Nick and Cool Cat

Thank you both for your replies and the additional information.

Dear jonjonbo,

Is Nick's explanation completely clear to you? Is that how it happened?

I am afraid that you should be sure about the things that happened - you submitted the complaint.

Can I consider the matter closed, or would you like me to proceed further, to find out more from Nick?

Thank you.

Dear jonjonbo,

We are extending the timer by 7 days. Please be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will consider the complaint resolved.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Branislav
Casino.Guru