I withdrew 850.00 on 8/28 and am still waiting to be paid. I have contacted the casino several times and each time escalated and updated. As of today it is still pending. I have tried to get the chats but to no avail.

Dear Gladys,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. From your four previous complaints, I understood that your account is fully verified, nevertheless, each withdrawal takes a bit longer.

Could you please advise if you have accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

There was a bonus and I met the bonus....I think the bonus was around 300 leaving me clearing with $550

Thank you very much, Gladys, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gladys,

I have reviewed your case and understand the situation. I will contact the casino and hopefully they can shed some light on the reason for your delayed payment. I would like to invite Cool Cat Casino to the conversation to participate in the resolution of this complaint.

Hey all,

I've looked into the situation and I'll see what I can do to move things along for you Gladys.

Best wishes,

Nick and Cool Cat

Hello Nick,

Thank you for your response. Please do keep us updated. Is there a specific reason the payment has been delayed?

I just checked my account and $590 was approved today....i will let you know when i receive the payment. i figure 7-10 business days

Hello Gladys,

That is good news, please do keep us informed.

Hello Gladys,

That's fantastic, I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. 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.