I withdrew $600 on 7/30/21, I spoke with live chat and it has been escalated twice. I spoke with live chat again and she was going to follow up, I withdrew $600 minus the bonus of 297 leaving me with 300

Dear Gladys,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time, especially when you have made a few successful withdrawals before. Do I understand correctly that payment is still pending inside your account without being processed?

Based on your initial replies I believe that you played with a bonus. Could you please confirm it?

Please, forward any relevant communication between you and the casino to [email protected].

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

Best regards,

Kristina

I did play with a bonus...it was for 297 i withdrew 600 so i end up with 300 it is still pending. i tried to get the chat but there is a new way of getting it and for some reason i did not get any chats this time

Thank you very much Gladys for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Gladys!

I will take care of your complaint from now on. I would like to invite representatives of Cool Cat Casino into this complaint in order to help us resolve the issue.

Hey all,

I've looked into the situation and I'll see what can be done to expedite things for you Gladys.

Best wishes,

Nick and Cool Cat

I checked back today with live chat....rep said he will put in another update. i tried again to retrieve chat but nothing happened

Hey all,

Just a confirmation that yes, the approval was put through as stated and payment was issued to our 3rd party for wire transfer on the 14th of September. As usual Gladys, we are looking at 3-10 business days as a general rule before that is reflected in your bank account.

Best wishes,

Nick and Cool Cat

Hello Gladys!

Thanks to the message from Nick and Cool Cat, we can assume you will be receiving your winnings in the following days. I will set the timer for 7 days, in this time frame please inform us once you receive your funds.

i will let u know

I am happy to let u know i received my payment...thanks for all your help

Hello Gladys!

I am glad to see the delightful news! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.