I decided to take a chance on CoolCat after years of not playing with them because they don't pay customers. Well since they are featured on this website I said okay let me go for it. Well after hours of play I won. I waited until I completed the playthrough by randomly going to the withdrawal tab to see how much left was necessary. Once I saw that I had withdrawable money I played a little longer and put in my withdrawal for overnight check. I submitted my required paperwork that same evening 8-6-12. I received a popup message when going back into the casino to see the progress and to play more that they had received my paperwork (I took a screenshot just in case). Today on 8-10-12 I go in to check the status only to see that they reversed the withdrawal, and of course had I not gone into the casino I would have never known. So I proceeded to the Live Chat for the accounting department and I am told by the infamous "MEGAN" that I didn't complete the playthrough, which I know I did because my funds would not be withdrawable if I hadn't. This is the second RTG Casino that came up with an excuse not to pay this week. I deposit and deposit knowing the risk of loss, but what I don't expect is to be shifted and lied to when I finally win.
 

 

Re: 14th August 2023, 12:05 AM

Dear Player:

We will look into this matter and will get back to you shortly.

Cheers

Cindy Greco

 

 

Re: 16th August 2023, 12:36 PM

I have not heard anything further from Cool Cat Casino after their last comment. No email no phone call no nothing. Seems to me that the longer they wait the more creative they can get on their excuse why they haven't paid.

 

Re: 16th August 2023, 6:41 PM

Dear Player:

After checking with the casino it seems like you've still need to meet playthrough requirements in order to cash-out.

These are the terms and conditions for bonus you've redeemed

400% BONUS
30X Playthrough
(60X for Blackjack)
10X Max Cash-Out
Redeem: COOLEST400

Based on a deposit $30 + bonus $120 then
REQUIRED Play-through: $4500 for Slot Games
Playthrough at the time of request: $697.76

You still have $3802.24 to go

Cheers

Cindy Greco

 

 

Re: 16th August 2023, 7:15 PM

If I didn't meet the playthrough why did I have funds available for withdrawal? How can you prove that I didn't meet the playthrough. I was playing for several hours. I know I met the playthrough because as I mentioned previously I randomly checked the withdrawal tab to see how much I needed to play, and the last time I checked before cashing out was 428.00 or so and I had already been playing for 2 1/2 hours. You know that I met the playthrough. Your system is wrong.

 

Re: 18th August 2023, 12:32 AM

Dear dawynsmith:

The bonus you've redeemed is an old bonus code from back to 2008 that has the Playthrough option deactivated.

This is why you will be able to see that the Bonus Balance: $0.00 and the Playthrough To Convert Bonus is $0.00 from the moment that you've started playing to the moment you've stopped playing and the Withdrawable Balance will be always the amount you have on your account.

This means player needs to verify the playthrough before cashing out since that option is not available for this coupon. Unfortunately and after double checking your playthrough still has not been completed.

Best Regards

Cindy Greco

 

 Re: 18th August 2023, 1:14 AM

What you just replied makes no sense. I received the promotion via recent email. Whether the code be recent or not, the withdrawal screen showed a playthrough balance in the beginning and in the end. In the beginning, the clock started at $4000. Can you prove that it didn't display? Your statement:
"The bonus you've redeemed is an old bonus code from back to 2008 that has the Playthrough option deactivated. This is why you will be able to see that the Bonus Balance: $0.00 and the Playthrough To Convert Bonus is $0.00 from the moment that you've started playing to the moment you've stopped playing and the Withdrawable Balance will be always the amount you have on your account."

There was no withdrawable amount when I started so you are saying that I am blind. If the code was deactivated then that is a system failure and not my issue. I know what my screen displayed. You are admitting that there was a flaw from your system's backend. You promoted an old promo code so I deposited, I played, and I won.

It is no wonder that gambler resource sites have your casino as a rogue casino with a long history of bad customer service, and more importantly for not paying their customers. It is sad that I didn't due more research regarding your recent history. Instead I took the "Featured casinos" on this site as another opportunity to try your casino again after many years. I hoped that Cool Cat Casino had changed their ways, but you haven't. You still owe my sister several thousand dollars that you found a way of getting out of paying.

To further understand what you are saying I need you to answer this question “If the playthrough is "deactivated" on that promo code how can you know how much I played or didn't play? Instead you throughout the highest possible dollar amount you could, and have me continue to play so that you can set me up to lose the withdrawal amount. You have not proven your point. I work in technology, and it is very apparent that your system administrators failed in their due diligence with regard to their promotions.

What you need to do is send me a check or keep this complaint open.

 

 

 

Re: 18th August 2023, 5:20 PM

Dear dawynsmith

One of Coolcat Casino Vip Managers will be contacting you to clarify any misunderstanding and answer any questions you may have.

Cheers

Cindy Greco

 

Re: 18th August 2023, 7:12 PM

I look forward to hearing what new plan your manager has.

 

 

 

Re: 20th August 2023, 1:34 PM

Issue still not resolved.