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.

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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.

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