I played at cool cat casino in early December 2016, deposited a few times and didn't use any deposit bonuses so all money i played with was my own.
After requesting a withdrawl, i was asked to complete and account authorisation form which i did and returned ti promptly to the email addresses supplied on the form which were :
ccprocessing@coolcat-casino.com
and
creditcards@casinosupportcenter.com
I chased the withdrawl through chat and was told that my documents had been verified and that payments would take 14 working days to process which put me up to the date of 31st December.
I chased again around the 7th Jan asking when the cheque was arrived and was told i should be expecting to receive it this week (W/C 9th Jan)
Have just spoken to the chat team today who have told me that my account is NOT verified and that they now have a new email address to send the docs to:
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: Thank you for using our LiveChat Service. This is 'Gilson'. Please verify your Email and Username so that I can assist you.
Gilson: For verification purposes can you please confirm your username?
Me: xxxxxxxxxxxx
Gilson: Welcome to the casino ! how can I assist you today?
Me: xxxxxxxxxx
Me: good evening, i requested a withdrawl that was processed on 12th december but i have still not recieved a cheque
Me:: please can you update me on the progress?
Gilson: sure,just a moment
Gilson: still missing docs for the withdrawal
Gilson: please send as soon as possible to documents@coolcatmail.com
Me: i was told that all docs were received and that i would be expecting the cheque this week, this is when i enquired last time
Me:: what docs do you require?
Gilson: In order to update your file, we need to ask you for the following documents:
Gilson: -Copy of an Identification (Driver's License or Passport)
Gilson: -Utility bill (Showing your name and address)
Gilson: -Signed Certification Form for all the Credit/Debit Cards used
Gilson: -Copy of all the Credit/Debit Cards you have used to deposit
Gilson: The link bellow will take you directly to the Certification Form
Gilson: http://www.coolcat-casino.com/authorization_form.html
Me: i have sent all of these documents in already
Gilson: on the system doesn't show up that they have been received and verified
Gilson: to which email?
Me:: i sent them to ccprocessing@coolcat-casino.com and also
Me: creditcards@casinosupportcenter.com
Gilson: wrong email
souch133: i have a copy of the email sent on the 7th december, as mentioned previously i spoke to one of your advisors previously who confirmed that all of the documents were verified
Gilson: please send to documents@coolcatmail.com
Me: if i send the email now, can you confirm receipt?
Me:: the form itself says that i should return the form to those email addresses:Return this completed and signed form to us along with a visible copy of your driver's license or other form of official photo I.D. as well as a copy of each credit card used and a utility bill or bank statement with your printed address on. We will accept these documents by fax or you can also take a digital photograph or scan them and email them to us. Email: ccprocessing@coolcatcasino.com or creditcards@casinosupportcenter.com
Me: you may have updated the current form but i sent them to the correct location that was on the form previously
Gilson: please send to documents@coolcatmail.com no docs received yet
Me:: i have sent these documents to the address you have given me. can you confirm that they are now received?
Gilson: just a moment
Gilson: It normally takes 24-48 hours for our Processing Department to review your documents. However, lately due to the large amount of documents we are receiving, it may take some additional days. Please also keep in mind their schedule is Monday to Saturday, from 10am to 7pm EST.
Gilson: Thank you for your patience and understanding.
Gilson: received,but still need to be verified
Me: ok i am slightly frustrated that i went through this process over a month ago, you have changed the email address though
Gilson: don't worry,as soon as your docs have been verified your withdrawal will be escalated to be process as soon as possible
Me: ok, thank you.
info: Your chat transcript will be sent to xxxxxxxxxxxxxxxxx at the end of your chat.
I've remained calm throughout this but i can see myself battling for months to get this resolved, CoolCat just seem to be stalling my withdrawl....
Ricky S
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