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Cool Cat – Poof… gone

Ruling

Found for the Casino - Whether or not funds over and above the maximum win cap for a bonus are voided at point of completion of the wagering requirement or withdrawal is the operator's choice.

Read our Cool Cat Casino Review.

Player's Complaint

I received an e-mail offer for a free $50 chip if I signed up for Cool Cat Casino. I took them up on the offer and had $50 waiting for me when I logged in. I played Keno with the free $50 chip they gave me. I played for several hours and turned that $50 into over $1400. I was betting $5 and playing 5 draws at a time, which equals $25 each time I pressed the "Play 5" button. I hit that button no more than 10 times (more like 4 or 5 times) when, all of a sudden, my balance went down to $75. I read the bonus terms before playing and they stated that I had to bet the $50 chip 30x before I could cash out and that I could cash out no more or no less than $100. I was aware at all times of my balance and planned to stop playing at $100 so I could cash it out. I knew that I was very close to or had already bet the $50 30x.

Turns out that I was able to cash out per the terms of the bonus chip, but instead of notifying me of that, their system automatically lowered my balance to $100 (max. withdrawal), so when I pressed the button to play 5 games again, my balance went down to $75, leaving me unable to make a withdrawl ($100 min.).

[EDIT] from customer support told me the following after I complained to them:

"Let me explain what happened in your account... once you have completed the required playthrough (wagering) with a chip, the system automatically removes any balance that is above the maximum allowed withdrawal for that chip, leaving a balance exactly equal to the amount you are allowed withdraw."

What their system would do once I met the terms of the bonus chip, as set forth in the e-mail I received, was not disclosed nor is it covered in their terms and conditions. I do have screen shots of the chip offer e-mail, as well as the e-mail chain of my complaints to Cool Cat Casino that I would like to submit for your review also.

Read the casino review

1 Response

ThePOGG
May 14, 2018

Hi Welcomechiphmm - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this situation. While I appreciate that this specific situation may have created a slight issue, that's due to your use of a multi-bet feature that coincidentally took you over the wagering requirement for your No Deposit Bonus. Had the wager in question won you wouldn't be rushing to hand the money back.

Many operators apply bonus systems that automatically void funds over and above the win cap for the promotion when the wagering requirements are completed. This isn't unusual, isn't something we view as problematic and is an internal policy decision that's entirely within the operator's rights to make.

Sorry we could not be of further help.

ThePOGG

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The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

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