Cool Cat - Closed Account

Ruling

Found for the Casino - This player has failed verification in a non-recoverable fashion. As such we will take no further part in the representation of this player's claim.

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Player's Complaint

I have a serious issue with CoolCat Casino. I played and had a total of $1000.71 available for withdraw (have evidence of exact amount in account). I made sure I submitted the documents they require prior to any withdraw approval as well as made some contact info revisions with them directly. I then submitted withdraw request (which upon doing so they immediately removed 1,000.00 from my account leaving me with .71 cents which I also have evidence of occurring). After submitting said request I received several emails from them (2 different representatives plus the standard auto reply) Said emails incorrectly advised me that my drivers license was not included within documents I sent to them. I responded to both emails advising them to recheck my emails as everything required was attached thereto.

After not hearing back from them and upon reviewing a ton of complaints against this online casino [EDIT] I sent them some emails voicing my concerns. I still did not hear back from them until suddenly receiving an email with the following contents:

Jan 26, 4:15 AM CET

Hello [EDIT],

This is [EDIT] following up on your ticket number [EDIT].

We regret to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.

Regards,

Apparently this is something that others have complained about occurring to them as well so basically a standard business practice for them for whatever reason. It could be that they were upset with emails I sent advising them that I would seek redress from as many agencies to retrieve my money after reviewing all the horror stories about these same type of acts and their failure to respond and timely process my withdraw.

Please help if you can.

Thanks,

p.s. I have emails, chat transcripts, screenshots n videos showing money, status, and other evidence in case they attempt to lie about anything.

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