Please help AG!
Submitted my withdrawl documents to the email addresses listed on their withdrawl authorization form (ccprocessing@coolcat-casino.com and creditcards@casinosupportcenter.com) on 11/28/2016 at 4:46PM EST.
Original date of request for withdrawl of $1100 was made on 11/28/2016 ar 9:23pm EST Check withdrawl of $100 and a manager approval of $1000 was made on 12/9. Contacted coolcat via their online chat today, 12/27/16 and spoke to "chad". I was looking forma status update since it had been more than their 10 day period from approval to payment. Below is the conversation:
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info: Please wait for a CoolCat agent to respond.
info: All CoolCat agents are currently assisting others. Thanks for your patience. An agent will be with you shortly.
info: All CoolCat agents are currently assisting others. Thanks for your patience. An agent will be with you shortly.
info: All CoolCat agents are currently assisting others. Thanks for your patience. An agent will be with you shortly.
info: All CoolCat agents are currently assisting others. Thanks for your patience. An agent will be with you shortly.
info: Thank you for using our LiveChat Service. This is 'Chad'. Please verify your Email and Username so that I can assist you.
Chad: Hello, my name is Chad! Can you please tell me your username and e-mail? Many thanks!
: Hi Chad, msculley1 and < email removed >
Chad: Thank you for the information! What can I do for you?
: I was looking forma status update on my withdrawl request. I have 2 requests that have been approved, but no status updates on them since december 9, which is more than the 10 days you say in your terms, so i was just looking for a status uodste please
Chad: I'd be happy to look into that for you.
: Thank you!
Chad: Yes it looks like it was approved on the 9th but I am not seeing any documents in your account. Have you submitted them already?
: I submitted them via email on nov 28. I sent to both ccprocessing@coolcat-casino.com and to creditcards@casinosupportcenter.com.
Chad: Ok if you submitted them then the documents department will have them.
Chad: the e-mail for cool cat is processing@coolcatmail.com without the CC in front of it so that might also be a delay
Chad: I apologize for the misinformation you might have received.
Chad: Is there anything else I may help you with?
: This answer is unacceptable. On your authorization form, it clearly states to send the documents to the 2 email addreses that I did.
: There is no mention of a processing@coolcat-casino email address
Chad: The only e-mail address we have is processing@coolcatmail.com and a fax number of 1-888-879-1320 for Cool Cat Casino. there is no - in the end of the e-mail address.
: If that is the only email you have, then where does the email go that is on your authorization form?
Chad: It could have been left from the old office and no longer in use after the company relocated to Europe.
: Might I suggest that you uodate the authorization for to reflect this change.
Chad: I have it noted and will bring it up to our management department so they can review all documents making sure all the information is updated.
: I will resubmit to this new email address. When should I contact you again to confirm the documents have been recieved?
Chad: You can contact us 24/7 and check the status at any time. There will always be an agent here to check the progress. I would wait a couple days though because of the holidays that backed things up a bit.
: I have submitted the docs to thus new email address. I look forward to a status update soon
Chad: Ok check back with us and they will be in your account as soon as the documents department has time to process them for you and then you'll be all set.
: Thank you for your time
Send LineEnd Chat
This new, unpublished email address reaks of a runaround simply to delay payments to players. I'm uncomfortable resubmiting my authorization documents to this new email address and any help from AG would be greatly appreciated!
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