Cool Cat Casino - Счет игрока закрыт, средства заблокированы.

I have an account at coolcat-casino.com

Account was blocked without any explanation. 3 times contacted support but they just turned off the chat. I had an amount in my balance. As far I remember it was 250$

Dear rabkerr78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I was awaiting for verification. I have tmwn documents. They blocked me instead. I played only slots. Nothing accumulated. Bonus used but wagering requirements were met.

Thank you very much for your reply, rabkerr78. When was the last time you tried to get in touch with the casino? Have you tried other options to contact the support such as sending an email? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

3 times tried to contact via chat. Tried to get explanation. All 3 times they posted one similar message about something like my account is blocked and immediately closed the chat without any explanation.

Thank you very much, rabkerr78, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you rabkerr78 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cool Cat Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have reviewed the situation and it appears that there are several accounts which were started all around the same time, some depositing, some just bonuses, however per the terms and conditions of the casino only one account is allowed per player or household.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Cool Cat

What does it mean "there are several accounts which were started all around the same time"? How can I be related to other "several accounts"?

Thank you for providing me with the evidence Cool Cat Casino representative.

rabkerr78, the casino has presented us with evidence indicating the existence of multiple accounts associated with you. It is an industry standard that each individual is permitted to open only one account in their name. This rule is clearly outlined in the casino’s terms and conditions. Given that this policy has been violated, we find the actions taken by the casino to be justified. As a result, we regret to inform you that we must reject your complaint.

We appreciate your understanding and thank you for your cooperation.

Kind regards,

Peter