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Cool Cat Casino Won't Honor Deal

Discussion in 'Online Casino and Poker Complaints - old section' started by bgammonb, Jan 14, 2006.

    Jan 14, 2006
  1. bgammonb

    bgammonb Dormant account

    Winston-Salem, NC
    I was contacted by telephone and offered a 200% bonus by Sam Nathan who is with Cool Cat Casino, I explained that I did not gamble at Cool Cat because the bonuses were noncashable. Mr Nathan said that he could make half of the bonus cashable. I specifically asked Mr Nathan if I was correct in understanding that if I deposited 100 dollars, I would receive a 200 dollar bonus and that 100 dollars of the bonus was cashable. He said that I understood correctly. I deposited 100 dollars and received a 200 dollar bonus. I was fortunate and won three hundred dollars fulfilling the play requirements. When I requested a withdrawal of 600 dollars, Cool Cat Casino subtracted the 200 dollar bonus and deposited 400 dollars via Neteller. I contacted the casino several times by phone and was told that the matter would be resolved and that I would be notified. I was told that the phone call was recorded, so I thought the matter would be resolved. Instead, I was emailed by Valerie Simmons saying that the bonus was non-cashable.
    Since they have the conversation recorded and I remember what the agreement was, this should be easy to resolve if the casino personnel are honest. It doesn't look that way.
  2. Jan 14, 2006
  3. dickens1298

    dickens1298 Dormant account

    LA, California
    I'm surprised that an online casino would attempt to solicit customers via phone, especially since it would likely have better coverage with a mass mailing - via snail or electronic. And you do not appear to be a high-limit player, so I'm curious as to the telemarketing effort.

    Regardless, since you have neither a transcript nor anything in writing, I'd daresay that your chance of receiving the money (which runs contrary to their general policy) is slim to none. Could it be possible that you misunderstood the casino rep?
    1 person likes this.
  4. Jan 14, 2006
  5. nielsenj

    nielsenj Dormant account webmeister

    It is the first time I have heard of a "partly cashable bonus". A verbal agreement is just as binding as one you have in writing. Unfortunately it will be very difficult for you to prove that Mr. Nathan promised a partly cashable bonus over the phone if the casino refuses to pay out the bonus money. Let's hope the casino is honest and honors the deal it offered you.
  6. Jan 15, 2006
  7. Slotmachine

    Slotmachine Dormant account

    What else is new, bonus problems, phonecalls not honored, casino stalling. Remember: Always get it in writing.

    What is the word on this Cool Cat Casino? Are they rogue/unreliable?

  8. Jan 15, 2006
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Probably a rogue employee

    This is the casino equivalent of the dodgy doorstep salespitch. Verbal promises, nothing in writing. When it comes to honouring the promises you find out that the salesman exceeded his authority by making "special arrangements" with a particular customer.
    Such sales reps are generally on commission, so they actually have a vested interest in making the customer sign up. Here in the UK our big Gas and Electricity utilities have actually been FINED by the authorities for allowing this practice to happen and then saying "what promises" when the customer complains they have not got the deal they signed for. A couple have received multiple fines as they STILL don't get the point the regulator is trying to make to them!
    The most common response I have had after this kind of stunt is "they no longer work for us", but they still expect the customer to take the consequences of the deception.
    The only casino that has telephoned me offering a "special deal" is Royal Vegas, after I stopped playing because the promotions were "crap", and their software kept falloing over.
    If any rep offers a deal that falls outside general policy, forget about this "all calls are recorded" crap. Marketing callcentres pull this one all the time, usually it is only a SELECTION that are recorded in order to facilitate training, and any dodgy rep will make sure to use a phone that is NOT in the system for monitoring.
  10. Jan 15, 2006
  11. universexf6

    universexf6 Dormant account

    A Country Called Full Of Geld

     I had a same kind of problem with them once. They never fullfill their promise
    they made either by phone or on chat, Cool Cat was last casino I will choose
    to play at now.

    By the way, they might be "asking you" if you "WOULD LIKE" to close your
    account in the near future which occured to me when I posted complaints
    at WOL and you will notice how broad their capacity of mind is.

    And funnier thing is after I closed the account "according to their request",
    they have been "SPAMMING ME OVER HALF A YEAR" for their promotions
    which shows what kind of smart guys they are.
    Last edited: Jan 15, 2006
  12. Jan 15, 2006
  13. GrandMaster

    GrandMaster Ueber Meister CAG

    Mathematician by day, online gambler by night.
    "An oral contract is not worth the paper it is written on."
  14. Jan 15, 2006
  15. JohnGalt

    JohnGalt Dormant account

    This group does offer partially cashable bonuses... Cirrus does anyway. So such a thing does exist, but next time ask for an email.
  16. Jan 16, 2006
  17. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Don't ever ever make deals over the phone. Always get any deal - especially something as stupid as this one, in writing. This group of casinos are notorious for doing this. It's your word against theirs now.
  18. Jan 16, 2006
  19. MANSION Casino

    MANSION Casino Dormant account

    Member Service Manager
    I have played at Cool Cat & had the same thing happen to me - unfortunately, they just put you off with excuses which will make me never go back.

    Stick to the big players which are reputable - you can't really go wrong! :)
  20. Jan 16, 2006
  21. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Great, I look forward to seeing whether Mansion will develop into a reputable casino.
  22. Jan 16, 2006
  23. bdangel

    bdangel Dormant account

    Well I deposited here and got a bonus, met playthrough and tried to cashout $500. I was told I could only get 10x my deposit. cashed out $200 and never went back. Well at least got some of it.

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