Have a dispute with a RTG Casino?

http://www.centraldisputesystem.com/

This is the link for filing complaints and disputes for all RTG casino's.

Hey JIm,

I did some research on CDS and hit a site that has quite a bit of info regarding "Who is and who is not honest"

I won't post the link because it's to another website, so how do I go about bringing the info here?

They list good, not so great and "Oh no! Don't play there!"

I would like to see that list pleeeeeeez

medtrans

Copy and paste.  Minus the actual link?

I'm SO glad that others are expressing displeasure in the out and out THIEVERY by RTG casinos! I have been gaming online for nearly 15 years now...(yeesh, that sounds longer than it's been, lol.)

Anyway, I enjoy free-no deposit coupons and forums & truly use the freebies to determine a casinos 'playability.' I regularly deposit in Microgaming, (Which paid me a $1,725.00 win in a timely manner recently.) Playtech, and MANY POKER SITES.

Recently I was solicited by Palace of Chance by C.S. call, and made a deposit based upon her word of 200% of dep. w/ only 4 times playthrough and no max cashout! I won $750.00, met req.'s and was denied cashout, lied to, passed from rep to mgr, etc. and so forth... Needless to say, I will never deposit $ i n POC or ANY affiliate. I use free $, and nvr. abuse the no dep's @ casinos I play 4 real. Tell a friend, and sink these "crooks."

Fongod7

'FREE, my 4 favorite letters!'

Seems to be the same thing about RTG's and Bonuses, and the free chips.
I've noticed alot have been revising their bonuses, some with good potential
for winning something, and making them easier to understand.
I think the best way to go, is with a smaller bonus chip, or none at
all. That way they can't deny a legit win, and also theres no playthrough
amount or "stepulations" lol

We all say you should always read ALL the terms and conditions of
the bonuses you are going to redeem, they do explain it, and you must understand those terms.

Another thing, alot of people make more then one account to redeem
chip bonuses, then expect a cashout if they win, and get really upset
when they can't cashout. The bonuses are designed to give you
the oportunity to "check out the casino" and/or give you more playing time
added to your deposit, they have to add terms, the obvious reason is,
If 1000 people used a free chip, or extra bonus, and everyone redeemed
free chip, or extra deposit bonus, then 5 minutes later cashedout, then made another account did it over and over.. the casino wouldn't be a casino it would be bankrupt!
Entertainment costs money, to make money costs money, nothing in
this sort of business is really free.
Yes some can be crooked, and yes some can be thieves, and some
are just really trying to protect themselves from free chippers lol
But there are also very reputable casinos out there, check the
LCB Lists and reviews for a casino before depositing, although
each will have their own experience, hopefully it will help you
in the future.
I say Good Luck!

Hey Viv,  funny how we all know the rules.... don't use 2 free chips in a row, only one account per household, the max cash out, etc.  It still AMAZES me that people get mad when they don't get paid or when they think they should get $5,000 from a free chip.  i have come to the conclusion that all casinos that I want to play the "free chips" on are basically just for fun.  Play money is what it really is.

GOOD LUCK!!

After 4 years playing online casinos, I saw that 99%  of disputes are because the people
DON'T READ T&C before playing with free chips and deposit bonuses.
You can see it here on LCB that many people redeem a lot of chips in a row and this is bad, because one day, when they will won something, they will not get any money.
If you like playing but don't have the money to do so, just play for fun. It's the same with playing more than one freebie in a row.

I hear you and understand what you're saying.

Here's my take.

"You take the chip, you take your chances"

But frankly, after the the recent posting by CasinoJack and Jimbeaux I feel that these "Rouges" deserve nothing less then  outright disdain.

Yes, they do pay, only after tons of calls, emails and even intervention using the admin here. such should NEVER be the case. So in all fairness, THEY shouldn't be making these free chips available or, they should (and I'm sure they can do this) make using more then 2 in a row "Impossible"

But they don't. why? Maybe they are hoping you will deposit, win big and then they can deny you the winnings. That doesn't sound right, does it?

Maybe they'll take you money, flick a switch and suddenly that "Loose slot" tightens up big. I'd more likely believe that.

But in all honesty, I'd only do this to KNOWN "Rouges" there's more then enough "Honest and Fair" casinos online. so what if someone DOES hit it big, they already know (Or should have by visiting here, the best place to learn) that there's not a chance in hell for them to get anything out of that chip.

My personal take on playing for fun, it is not the "Same" feeling as playing for real.

So then why play for fun, when you can get the "Feeling" of playing for real.

This topic can be discussed into the end of time. But there's two choices. Do it and maybe suffer, or don't and be bored with free play.

I'll take the former.

Leave the free chips alone i say, just realize
when you do double chip, that your wins are void.
Or do what i do and alot do.. free chip, deposit, free chip,
deposit.
Some casinos won't let you use free chips after deposit,
so 2nd chance chips on in play, those are great to

I've doubled chipped many times, because i do hunt
for codes for posting, but i KNOW if i hit it.. it's voided
i'm not getting paid.

Yes the feel and fun is much better playing on free chips
compared to just playing for fun, it gives you the incentive
to wonder what you would win, and/or can win, also the
limit on the amount of money you play is another feel.
Many times tempted to deposit, so that is a catcher.

You can win and cash-out on the freebies, you just have to know
the terms and conditions of the chip you redeem.
Alot of the winnings collected are really not about the chips
it's about the slow pay, and the run-around we do get
when trying to cash-out on a legit win. Though many
are at fault ( more then one account, double chipping, not understanding the terms and conditions of the chips exp: playthrough amount)
mainly it's your WIN but their MONEY.. and you won't get their money
that easily.

Free is there although not easy at times..

I have been playing online now for years.I have been paid from wildvegas,club player,club world and am waiting on vip,party city and slots of vegas payments.These casinos do pay out,but not when you abuse thier free chips.I have cashed out on meny free chips and had never any problems. Now i haven't been paid from caption jacks nor super slots casino.I am no longer aloud to play on thier sites.Guess they didn't like my u-tube video about them Further more CDS web site does help when you need them.

Hello,
I dont know if i have a dispute yet.
I used a free $15 chip a 99 slot machines casino,first time  I have ever played there.\
i am up to over $600. Does anyone know how much I can cash out?
thanks

Turbosue,
while I was unable to get the specific information for the 99slots promotion 9without going to live support and asking) i was able to find the terms and conditions regarding free chips at their sister site mighty Slots. here is the link directly to the terms and conditions page.

http://www.mightyslots.com/terms_use.shtml

I recommend reading through the terms and conditions to ensure you have met all of them prior to contacting Live support and requesting a withdrawal.

after winning on the first free chip at Cirrus casino i talked with the casino chat host this what he said

A site operator will be with you momentarily. Please be reminded, in order to ensure your future deposits and withdrawals are processed efficiently, it is very important to verify that we have your current personal information updated in our system along with any documentation necessary for withdrawals. Thank you for your cooperation.
Thank you for using our LiveChat Service. This is 'Andres'. How can I help you?
Andres: hello
Cirrus: hi
Cirrus: I met the required playthrough amount with the freechip
Cirrus: i have $250 i want to cash out
Andres: $150 Maximum Cash-Out
Andres: go to Withdrawals
Cirrus: yes
Andres: and put the amount and select the method
Cirrus: can you send it through mail
Andres: yes
Andres: We require that all players send in a copy of their ID and a signed Certification Form to us. If you have ever deposited by Credit Card, we also require that you send in a copy of the front and back of all Credit Cards that you have used with us in addition to adding all of these cards to the Certification Form. We also require that you send in a copy of your utility bill for address verification. Once you have all your documentation, please send it either via fax to 1-800-880-6186 or via email to [email protected]  You can view all of these requirements .  http://www.cirruscasino.com/autho_form-cirrus.htm
Andres: http://www.cirruscasino.com/autho_form-cirrus.htm




Ok then 4 days laters i go check on my account and talked to a chat host name Brian and he said he will removed all the money from my account cause i had won with a free chip and he said it was their money, then he said how about playing with your money first to see your a real player and he kept telling me that they dont give their money away, after telling him to tell me why he took my money he didn't wanna hear it then kicked me out.

Andres checked that everything was in order and that i qualified for the winnings, 4 days later Brian was very rude and kicked me out of Cirrus for no reason just so they wont pay me.

Did you file your complaint with

http://www.centraldisputesystem.com/

as well luke?

See about getting your money.. concentrate on that..
Getting your money is important.. this will help you more
I know them f***** with you and with your money pisses you off
Try and relax a little bit, and keep doing the right things rather
then doing the spamming.
Theres others here who might help as well as to giving you advice.
Calm down some things will be alright..

Thanks for your advice Imagination your a very sweet young lady. I just hope they put the money back.

Hey Luke, sorry that you are having problems hun.  Was that the 1st and only free chip you used at Cirrus?  If so hun they should give you a reason for closing your account.  If you are in the US or Canada you can call them at 1-800-880-6186.  Also read the T & C's  http://www.cirruscasino.net/terms.php

You can also check out the post https://jswqzs.com/onlinecasinobonusforum/exclusive-no-deposit-casino-bonuses/the-warning-sign-fully-explained It explains how we here at LCB warn members of rogue casinos.  GOOD LUCK!!

Just trying to help.    Shelli

Luke,
My first recommendation when you have a dispute with a casino, any casino not just the Virtual group ones, is to read the T&C one more time and build your case. If you go to the central Dispute section, also see what their recommendation is for approaching the filing of a dispute... and follow it.

I saw where you saved the copy of your chat with Andres, but not the one with "Brian". It is a good habit to copy all conversations with a casinos support for your own record, particularly when it is to the effect of what Brian said to you. Yes the casino does keep logs of the chats... no, once it is in dispute, they probably will not share them with you so it is a CYA move to ensure you have what was really said, and not what your memory says it was.

Shelli posted a contact phone number as well. Often, when results are les than satisfactory or your dispute is with live support... a call and request to speak with the casino manager or Rep can, if you are able to maintain your calm rectify things properly. When it becomes apparent that this will not be the case, thank them for their time and let them know you will file your grievance with Central Dispute.

No shouting or out of control, even when your pissed. Idea is to show you are reasonable... and determined to have resolution. Yes it feels great to rant, and posting the warning here does give others some form of foreknowledge if you are ready to give up on pursuing your claim. If your claim is still active though, or is already filed, a public rant can actually harm your attempt, just as in a Landbased suit.

It is possible you may be contacted by The Prism casino rep, Ingrid for more information. She has been doing a great job with similar issues but remain aware that she does not represent the Cirrus group so while wishing to may not be able to , once again, pull the rabbit out of the hat. What she can do is see that a similar exchange never occurs at the three casinos she does represent, and your information can work wonders at ensuring that, so i ask you cooperate with her if she contacts you.

Hi Luke,

I'll be happy to look into this, can you send me your username by PM please?

Thanks, I'll get back to you asap.

Ingrid

Hi Luke,

Thank you for sending me your username.

I've reviewed your account and all the chats you've had with our CS staff.  Unfortunately there are a couple of wrong statements in your post, and your description of the chats you had with Brian is very edited.

1. First you said "after winning on the first free chip at Cirrus casino" when it was actually your third chip in a row, just in Cirrus.

You made playthrough in Palace of Chance as well, on your 9th redeemed free chip on a row (you have requested over 30 only in that casino) and when you contacted CS by chat, Carolyn explained that you cannot cash out when you request one free chip after the next.

[14:30:50] Carolyn: Unfortunately you are not entitled to cash out since have redeemed more than one no deposit bonus in a row. A deposit in now required for you to continue to play, win then cash out.
[14:32:08] Palace of chance: so basically the money i have won right now i wont get nothing from it ?
[14:32:24] Carolyn: that is correct
[14:32:27] Carolyn: as per casino rules
[14:32:36] Palace of chance: what if i make a deposit can i withdraw it
[14:33:55] Carolyn: you can withdrawal what you have won with that deposit,you can actually add a nice bonus with that
[14:34:17] Carolyn: to have another chance to win
[14:34:55] Palace of chance: so if i deposit $25 i can withdrawl the 190.00 i have in my account ?
[14:35:13] Carolyn: not possible
[14:35:19] Palace of chance: dang
[14:35:28] Palace of chance: so i gotta start fresh
[14:36:29] Carolyn: that is correct

This chat above was this week if I'm not mistaken, so I believe you already understand how our terms work and you are conveniently omitting some facts in your post.

2.  You also said "Andres checked that everything was in order and that i qualified for the winnings" and that is not the case.  All Andres did was give you instructions on the procedure to request a withdrawal.  Even though most of the time CS reps try to check accounts in case there's a problem, if they have several chats and/or calls at the same time, sometimes they're not able to check the account thoroughly.  The department in charge is our Withdrawals department and if you had requested your withdrawal they would've denied it and explained why.

3. You came in the chat to ask why you couldn't redeem a free bonus in Slots of Vegas, that's when you spoke with Brian.  He explained:

19:59:12] Brian: Unfortunately at this moment you cannot receive a free bonus, the last transaction on your account is a free chip you cannot receive a free chip on top of a free chip you can ask again after your next deposit
[19:59:21] Brian: anything else this evening?
[19:59:51] Slots of Vegas: you got any other casinos i havent played in?

and this is when, at your request, Brian started reviewing your accounts in other  asinos, found the funds you had in Cirrus and explained he would have them removed because you would not be able to cash out.

I have the rest of this chat and a following one; if you have further questions on what you spoke with Brian there please let me know. There were valid reasons for him to terminate the chat, I can post them if you'd like. I am sorry if you feel he was rude to you, but I feel he was responding to what you were saying.

Basically, as it was explained to you more than once, you should not redeem a free chip after another.  I am sorry Andres didn't have the time to review your account and notice you had redeemed two chips before the one where you made playthrough, but that definitely does not change the standard terms and conditions.

If you have any questions, please let me know.

Sincerely,

Ingrid

Thank you for looking into that Ingrid.
Often we see a single side of the story.

My pleasure Jim 

Who would have thought that Cirrus has 20 other casinos and if you win on a free chip in one of them you will lose your money if you play a free chip at a different one. that is new to me, why not put all your 20 casino names of your casinos on the Terms&Conditions list so new people dont get confused.

I never in my right mind thought Cirrus was related to slots of vegas i just found out, what a joke.

So thats the trick you keep on giving free chips so if you win a playthrough on one casino you will lose it all playing another free chip at a different casino that you had no idea was related to the one where you won.

Like they say if its to good to be true then it probably is.

Luke,

Your winnings were voided because it was your 3rd free chip in a row in Cirrus alone.  I just mentioned Slots of Vegas because that's the reason you came in the chat, because you had multiple free chips in a row there as well.

Ingrid

Please stop giving away free chips cause they aint free, tell it like its is.

Please stop giving away free chips cause they aint free, tell it like its is.

Please stop giving away free chips cause they aint free, tell it like its is.

Please stop giving away free chips cause they aint free, tell it like its is.

Please stop giving away free chips cause they aint free, tell it like its is.

Luke.. we have all been there.. i am one that isn't legit
at alot of these casinos, i abuse the chips constantly
That is bad.. double chipping then trying to cash-out
is all voided, you cannot cash-out on double chipping
the only thing you can do is just enjoy the free chip.. it's free real
account money, but if you win and make playthrough.. sorry
but you are out of luck...
Double chipping makes it your own fault NOT the casinos, they
have to protect themselves as well as you protect you.
Terms and conditions explains it, when you pop that second
free chip in a row.. any winnings are just done and voided
for cash-out..

What you can do, is before you play a chip.. talk to chat
find out if you are eligible to recieve winnings on the freebie
you are about to play, check your history look and see if
the last one was a free one.

Ingrid here is doing an "amesty" for her casinos, which if you accept
it you got to stay clean, (no double chipping) you have to make a deposit
but she is wiping out all bad history of doubling and other accounts
You start fresh.. you can ask her if you will be eligible for that.

Luke, i'm trying to tell you that it is IMPOSSIBLE to try to cash-out
on accounts that have used multiple chips, and it is in the casinos right
to do deny it, but then again it was only a free chip, not your real money.

The threads in here have shown us if all is done right you
can cash-out on free chips, so if you've done all the right things
it is POSSIBLE to cash-out on a freebie.

Luke i understand you, and as me just a player, free chipper
not really understanding terms and conditons, you will absolutley
feel you are in the right and be upset.
But now that i have learned and know better, now that
i understand the terms, i had to admit it was my own fault
You know what to do now..

Well the chat host needs to do a better job at checking info before i deposit a free chip, before depositing my free chip i ask the chat host if i had deposit a free chip there before and she said no its ok go ahead.



Also where can i find out my freechip history cause i dont see it ?

Luke goto cashier, one of the tabs has "account history"
put the dates in then click it's either send or view i forget

thanks your so sweet.

I am now for the first time kicked out from a casino.
I am called a bonus abuser at Cirrus Casino.

Short story:

I have a withdrawal request for 250$ from the 250$ free chip that is shown here at LCB. I had almost 1600$ when the playthrough was done and then I made the request. This was aug 7.
Today I asked live chat how it´s going.
The chat girl Linda tells me that I have redeemed several free chips in a row(but I havent). I then told her that I haven´t and that I can see it here. I also told her that I have read the T&C and that I had followed those rules.

She then went replaced by "Ralph" and he tells me that I am getting my deposit money back and they will close my account.

The reason: I didn´t deposit enough money between the free chips.. >:(

This means that I have deposit between every free chip BUT they want me to pay more.

Yes, it´s true.

They are sending me emails about bonuses almost every day. I thing I have 50 emails about bonuses from them since june.

One of the latest has a funny subject : Cirrus wants you to win.



WELL, IN THAT CASE YOU REALLY SHOULD PAY ME!

I have print screens of the things I have written here about the conversations.

Luke: Go to cashier and there you choose transaction history.

EDIT: I saw now that you already got help LUKE..

Hi Maphesto,

Making deposits of $3 between free chips is considered by us an attempt to "cheat" the system and the casino, free chips are meant as a way to thank our loyal players or have new players try out the casino, the idea is not for you to play chip after chip until you hit a jackpot and deposit $3 at a time in between.

I think you know no company on its right mind would consider what you're doing acceptable.  Cirrus does want players to win with us, but real legitimate ones.

Ingrid

Hello Ingrid!   

First of all, you seem to have a good representative for the whole "Virtual Group". I have to tell you that I have deposit a lot more at your group than I have received. While you can answer for Cirrus I can use the whole Virtual group as an example. Right?

Of course your free chips is not only meant as a way to thank loyal players. It´s also a way to keep the players hangin at the casino. All this is good for the casino and the players. You can call it a win-win situation.

What you call "hit the jackpot" is not that fun when playing with free chips, they have usually a quite low "max cashout"..This means that the casino doesn´t "gamble" to much with the free chips. Free chips is a good thing but cannot compare to real money. This means that no one are waiting for free chips to hit the jackpot.

The casinos has advantages when it comes to winnings compared to the player. This is, of course, as it should be. The players has different ways to minimize the advantage the casino has. One of them is many casinos bonuses for example.

When the player wins and tries to make withdrawals the casino checks everything the player has done just to "not approve" the withdrawal.

To prevent this the player has to read all the rules(this is of course ok) and he also has to guess what is ok and what´s not. This is not ok.

As I wrote above I have deposit a lot more at your casino group than I have received. I made earlier this summer a HUGE mistake. I made a deposit of 100$ at a casino at the virtual group and received a great bonus of 590$(I believe it was this amount).

I played slots and made the wagering requirements(over 17700$) and had a lot of money at the account.
Unfortunately I thaught that I could use my winnings on roulette...

Everything was void.

This was an example of things I could have prevent. This was a mistake from me. The correct thing would have been to withdraw everything and then deposit to bet on roulette.
It´s also en example of how a casino does everything just to prevent winnings if they could see a mistake. This mistake was done after the wagering requirements was done.

But when it comes to guessings, it´s just wrong. I have read a lot of bad examples and after the thing with my roulette session I mentioned above I am very careful. I often ask live support what I can do and what I cannot do.

But, this thing about to low deposits I can´t understand.

Where is the limit? Many casinos has minimum deposit limits.

I see this as yet another example of how casinos can increase their advantage compared to the player in a way that´s really bad.

And 24 hours after my account was blocked Cirrus Casino have sent me emails with 70$ Free Chip for depositing customers.   

Now the poor people who reads this really are gtting bored, this is my letter to the RTG dispute system:

Hello!

I apologize if this is hard to understand due to my "bad english" but I have tried to do it right.

Cirrus Casino has closed my account and they don´t want to pay me my winnings. They call me a bonus/free chip abuser.

I have read the T&C at Cirrus Casino and I have followed all the rules.

I am one person and I have one account. I have not acted fraudulent.

They have a free chip system that tells you that you cannot redeem two(or more) free chip coupons in a row.

This means that you have to be a depositing customer to use the free chip coupons.

I have deposit between the free chips.

I redeemed a free coupon of 250$ august 7.

MAX cashout was 250$ and the chip itself isn´t cashable. The wagering requirements was 20 times the bonus amount.

I had over 1500 on my account when I met the wagering requirements. At that moment the bonus amount and the winnings over 250$ went automatically removed and it said 250$ withdrawable.

I made a withdrawal request and waited. Yesterday I asked the live chat how it´s going with my withdrawal request.

Chat girl Linda told me: "I truly apologize but since you abused the free chip system by redeeming several free chips in a row".

This is a lie. Later she suddenly was replaced by "Ralph" as a chat person.

Ralph tells me that I have abused the system and therefor they are removing my winnings and closing my account.

They tells me that they will give me my deposit back to neteller and after that they will close my account.

They lied again. They closed it before I had my money back. They probably ended the conversation( it´s said "Chat session ended! This may be a technical error")

A popup came that said that my account was deactivated.

Now their main reason to why they don´t like me as a customer: I am depositing to little money. Chat person "Ralph" told me that. I even have print screen on that.

Now I have to ask you as a RTG-staff:

Do I have to be really rich to use RTG-bonus system? I deposit the same amount that I can buy milk, bread and margarine to my children here in Sweden.

I have deposit larger amounts and lower amounts at RTG Casinos and even inside same group (Virtual). I am a depositing player.

It seems very strange to me that I can play several hundred times on Cirrus Casinos slots for the amount they tells me is to low...

I wasn´t rude in my conversation either.


Now a couple of questions more(remember the one above this):


1. Why did they close my account? ( I followed the rules and I wasn´t rude, they could have given me the explonation without lies and after that compensated me in a way I can´t think of now. Maybe given me a lower amount than 250$ and tells me that they have to change their system. This is like I am not welcome as a customer because I am poor. Think like this: A man who only buys one cheep magazine every week at the shop suddenly cannot go into the store!!!)

2. Why don´t they have a minimum deposit limit for the free chips?(Between) Other RTG Casinos have that.

3. Why can´t they see that I have followed the rules and if they see that they have made mistakes by offering free chips they have to pay the players and after that stop giving free chips?

4. Does this mean that I have deposit at several RTG casinos without having the opportunity to win? Did I deposit "for no use"?

5. I maybe receive the deposit back at Cirrus Casino but what happens with all the other deposits I have made at other RTG Casinos? (In the Virtual Group)

6. All other players that have deposit lower amounts at Cirrus Casino, do they get their deposit money back?


Now what I want and suggestions:


1. Even if I really want my 250(yes, "my" because i followed the rules) I can be a little satisfied with a lower amount(not too low..). This means that I didn´t win for no use. Yes, it´s fun to win. I felt happy when I managed to make the playthrough and win, but as you can see it´s even worse to see that they cheated me.

2. I want my account to open again. Even if I´m not going to deposit for a while or ever I don´t want to be treated as a thief or a fraudulent man. I would feel better if it opens, in that way I feel like an honest man again.


3. I want Cirrus Casino to explain how much money a customer has to deposit between free chips. This they can write in their T&C. You at RTG really have to make the Casinos do this. You have wonderful games, you can have many customers and make winnings without robbing them off with lies and stupid behaviour.



I have a couple of print screens of the conversation with both Linda and Ralph at the live chat. This was written between 10.45 and 11.54 at august 16 here in Sweden and when I began to write there was no money from Cirrus Casino at my neteller account.

Once again: I am an honest man who does not use rude language or making bad threats.

Regards

XXXXXXXXXX XXXXXXX

Puh! Sorry for all this writing..

Hi Maphesto,

I believe the CDS has probably answered your complaint by now.

On my part, what I can tell you is that welcome free chips like the one you redeemed are for players that want to try the casino, that's their main goal.  After that, we do offer other free chips but they are meant as a thank you to depositing players.

I do see you have deposited in other casinos, where you have received large bonuses as well, but this is the casino where your account was deactivated.

I hope you can understand that the idea is not for you to deposit $3 at a time and in between receive bonuses of 20, 30, 40 or in this case 80 times that amount.

We certainly do not "check everything the player has done just to "not approve" the withdrawal."  A casino that did this would not stay in business for long.  We want players to win, but those that are playing fair.

Please feel free to continue playing in our other casinos, I would just recommend that you play differently.

Ingrid

I tried this no deposit bonus at cool cat and went through the $8000 playthrough. The casino took $3000 from my account leaving me with $392. I tried to withdraw this but they said I had another account and used the $100 bonus explosion code. If this was the case they should of only took the $100 back at the most. My account is bm2929 and the way I see it they stole $3400 from me. They said the other account could of been made at wildvegas etc. they shouldn't of let me make another account if it was going to mess up my main account somewhere else.

Hi Bm29,

Please send me your username by PM, I'll be happy to review your account.

Best regards,

Ingrid

my username is bm2929    i was just hung up on...then on live support nathan said you know what have a great day...im banning all your accounts. my phone number is 15026090933. im outraged at the customer service etc. i run some gamiong advice websites...that ive had down for awhile...winitall.com etc.  i havent used them in yrs but im going on a mission to reveal how rude they are. thanks for looking into it.

Hi Bm29,

I do not have a record of the phone call, so I'm unsure as to why it was terminated.  If you provide me with the name of the person you spoke to, I can look into it further.

You went on live support with Nathan but it was apparently cut off from the beginning, you then spoke with Vivian and this is what was said:

...

[15:14:29] bm2929: why did it drop me take away 3k...then why did it even take away my 372 i tried to withdraw
[15:14:52] Vivian: yes, you have multiple accounts and redeemed free chips in there.. you also have brandonroth, and you redeemed free chips in there
[15:15:01] Vivian: so you can not cash out those funds
[15:15:26] Vivian: remember that Redemption of free chip is only entitled to one account per person, per family, per household or per computer. Players having received more than one free chip in the same account or over multiple accounts will have all winnings forfeited and removed from their account. If a Player continues to proceed abusing of the free chip program, they will be completely banned from the casino
[15:15:55] bm2929: i thought i used the 100explosion bonus at my wildvegas casino.....it shouldnt of let me make another account...ki cant keep up w my accounts
[15:16:41] Vivian: You hereby agree to have fully read and understood the Terms and Conditions and agree to be bound by them.
[15:17:21] bm2929: where did it say that when u play through the 8k....it takes away 3k
[15:18:39] Vivian: if you are playing with a free chips coupon, once you complete the playthrough the computer removes all over the max cash out, automatically


I feel Vivian explained everything well.  If you used to run gaming advice sites, you probably know that more than one account is not allowed nor redeeming two free chips in a row.  We reviewed your login records and at no point did you log in through Wild Vegas, plus, the bonus codes you redeemed in both accounts are promoted for Cool Cat.

I'm sorry you're upset but I honestly feel everything was done by the book.

Best regards,

Ingrid

This proves that the cs is terrible....You say I was immediately cut off from nathan in live chat. Well heres a 14 minute conversation with him. I like how he ends it............
Customer Service Chat Transcript
General Info
Chat start time  Aug 21, 2009 5:20:15 PM EST
Chat end time  Aug 21, 2009 5:34:55 PM EST
Duration (actual chatting time)  00:14:39
Operator  Nathan



Chat Transcript
info: A site operator will be with you momentarily. Please be reminded, in order to ensure your future deposits and withdrawals are processed efficiently, it is very important to verify that we have your current personal information updated in our system along with any documentation necessary for withdrawals. Thank you for your cooperation.
info: Thank you for using our LiveChat Service. This is 'Nathan'. How can I help you?
bm2929: the live person just ended my conversation
bm2929: i cashed out for 372...and apparently i had another account where i used a 100 coupon so they declined my 372 withdraw
Nathan: You might got disconnected.
Nathan: Username please?
bm2929: bm2929
bm2929: if i had another account it was by accident.....i dont even think i made it at coolcat.... take the 100 away if anything
Nathan: The transaction was denied as you are already informed because of the similarities with another account.
bm2929: and the guy i talked to on the phone hung up on me....told me to make a real deposit etc......he was rude...why would i make a real deposit...all online reviews show coolcat of being the most fraudulent
Nathan: Ok then why should we Pay you anything?
Nathan: You are violating our rules and standard policies.
bm2929: because i played through the amount....why did it let me make another account...i cant keep up with all the accounts i make
Nathan: You should.
bm2929: and if i make a real deposit ill get the same response
bm2929: the 100explosion was for wild vegas
Nathan: You are not entitle to apply for any new coupon codes un less that you make deposit.
bm2929: theres not 1 positive review anywhere about your casino...there was no max cash out rule etc posted anywhere...look at these reviews from jswqzs.com
bm2929: Member Comments tsaunaz - 8/5/09: Coolcat casino scam. I made a couple of deposits and played through some bonuses and requested a withdrawal. After 2 weeks, my account history said that my withdrawal was manager approved. After another week I chatted with their online support and was told that this was not the case and my winnings were taken away. They redeposited my original amount with no comments whatsoever. After a week of waiting for the "overnight" check, I chatted with online support once again. They then gave me the information that my winnings were taken away and that all the rules about the bonuses and withdrawal requirements are on their website. The only problem is when clicking on the link for specific rules about specific deposits, it says that the page is not available and none of the information provides any more specifics. The casino host was very rude and just kept referring me back to the non-existent rules about the bonuses. I would not suggest that anyone play at this casino until the rules are made available and account history shows more specific information. dsingl - 1/6/09: I have played at other online casinos and received my winnings quite promply but at Coolcat I have been waiting since April 20, 2009 I keep getting the excuse thing and still have not reived my winnings. They are giving online casinos a bad rep. Surely there is a gaming commission that set rules? So take my advice Do not play there if you are playing to win judi99 - 29/6/09: I won a small amount and it's been 2 weeks, and still nothing. I received phonecalls almost every night offering a no max playthrough no max cashout coupon offer. As of two weeks ago that all stopped and now I can't log in to the web site or any of their other sites. Sounds and feels like i'am not going to see my money so stay away from cool cat. A good casino to go to is Gold Club Vip. Last year I won 5 JACKPOTS and was funded on all of them within a week and a half max. Hopefully the bad casinos will just go away. georgesbrat - 11/8/09: I requested a $1100 withdrawal on 7/13. It is now 8/11 & finally got an email telling me they approved $750 & it would be another couple of weeks for them to wire transfer it to me!!!! When I inquired abount the difference in amounts, was told they make you repay any bonuses received if you win. You don't have to repay the bonus if you lose!!! Cool cat casino is a joke if you are from USA !!!! joshac - 12/8/09: Hi georgesbrat, sounds like you took a non-cashable bonus but the delay in getting back to you is not acceptable. ruffitupz - 12/8/09: Another victims of cool cat casino.... Won $200 of the n/d $400 bonus... withdrew $200 and I sent in documents. Rep tells me to wait 2 days before confirming... Logged on after two days to confirm and noticed they denied my winnings claiming i had two free chips. I went to account and noticed a bonus chip redeemed after a day of my withdrawal request. Can't believe they posted a bs bonus redeem history so that they dont have to pay. I told cashier rep that it was bs and i didnt log on that whole day but she kept telling me two free chips and wins are voidable. STAY away from this casino. prism aff mngr - 17/8/09: Hi ruffitupz, I don't know if you're aware of this, but Wild Vegas is a skin of Cool Cat, they are the same casino. What happened was that you have an account in Cool Cat, where you requested your withdrawal and another one in Wild Vegas, with a different username (if you don't remember what it is, let me know and I can send it to you by PM). On the 11th, you logged into Wild Vegas but instead of using your WV account to log in, you used your same Cool Cat account. So you redeemed and played the second bonus without realizing you were actually using your Cool Cat account, in the WV skin. I asked the grievance group to review your situation and asked them if an exception could be made in your case, they agreed so your withdrawal has been re-requested for you. This is a one time exception because I wanted you and other players to know about this type of situation. Please everybody, be careful. We allow two accounts in the same casino when they are opened through different skins, that is the case of Cool Cat / Wild Vegas or Prism / Slots of Vegas, but PLEASE make sure you log in with the username that belongs to that casino, so you can avoid this type of situations. Let me know if you have any questions Ingrid cknight - 21/8/09: I have played at Cool Cat and Wild Vegas using the no dep bonus with different usernames. How on earth am I supposed to know that this is one and the same casino? It wasn't a problem anyway as I lost my bonuses on the slots so quick it's just not funny! Come to think of it, over the last six years I have never won at any RTG casinos. bm29 - 21/8/09: I tried this no deposit bonus and went through the $8000 playthrough. The casino took $3000 from my account leaving me with $392. I tried to withdraw this but they said I had another account and used the $100 bonus explosion code. If this was the case they should of only took the $100 back at the most. My account is bm2929 and the way I see it they stole $3400 from me. They said the other account could of been made at wildvegas etc. they shouldn't of let me make another account if it was going to mess up my main account somewhere else.
Nathan: You know what, have a great Day, I have just submitted all usernames related to you to be permanently banned from the Casino.
Nathan: Thank you.
info: Chat session has ended. This may have been a technical error.

Thought there was no conversation with him?

Your like the 97287209227837287289 person that has gotten ripped off from these casinos, Im yet to hear anything positive from these casinos,Best advice is to go to a land based casino where you can have a blast and have free drinks and food all day.

Hi Bm29,

I apologize, I found two of your chats, I thought the one that got cut off with Nathan was the one you were referring to.

Basically the rules are very clear: you are not allowed to have more than one account, both your accounts are in Cool Cat and both free chips are promoted for Cool Cat, at no point did you log into Wild Vegas.  You are also not allowed to redeem two free chips in a row, the one where you made winnings was your second free chip.  These rules are very clear to real players here in this forum and they understand them and respect them.

I agree with Nathan: it is your responsibility to "keep up with all the accounts you make" as you put it.  You are also saying to Nathan that you have no intention of making a deposit with us because you consider our casino to be fraudulent, so to be honest I do not see why we would be interested in having you as a player or giving you more free chips, this is a business.

Unfortunately players like you are part of the reason why real players have to wait for their withdrawals to be sent.  And I'm sure Nathan had other players, legitimate ones, to attend to, so I understand why he would terminate your chat and let you know that your other accounts would be closed.

Sincerely,

Ingrid

I gamble constantly. I go through thousands of dollars each month online through tvg, sportsbooks etc. I checked your free chips out to see if you were legitimate. You just said people who test out free chips etc aret real players in your own words so do them a favor and quit offering free chips so people can check you out. O and btw look through this site and find just one positive remark about cool cat. You are disrespectful and dishonest.

My goodness. Please make banner adds saying hey were giving you starter free chips.....But if you win you have NO chance of recieving anything......And a quote from you .... you have no intention of making a deposit with us because you consider our casino to be fraudulent, so to be honest I do not see why we would be interested in having you as a player..... O and tell everyone that if you have a complaint before you make a real deposit its easier for you all to just terminate the chat and end your account. Really please find one post on here that is positive about cool cat. Which casinos are you representing? I really would like to know because I promise you I'll get the message out about how you treat players.

I was asking a simple question.... Why would I deposit into a casino with 100% negative feedback from every website...including this one? That isn't a legit statement? Your answer to that was that you agree with him being rude to me and to dismiss anything I say. Your customer service is horrible and your here to fix that...lol good luck. Cool Cat Casino is as crooked as they come and I wish this site would remove it completely.

Ok heres an update on my withdrawal request .
I made the request on the 20/08/2009 .
So i just went on to live chat a short time ago to see if anyone had looked at approving my withdrawal request yet.

Linda said to check back after 10 business days which is 03/09/2009
and that noone was available from the withdrawals dept until Monday.

She then said after i get approved it would be another 10 days for my money to be sent to me !!

I asked why it takes so long when other casinos pay me out within days and she said she understands and was sorry for the inconvenience.


But this is the real funny part for me i told Linda i got an e-mail today that had great
promos for depositing players and heres what it said about withdrawals !!

QUICK AND EASY PAYOUTS
CoolCat Casino prides itself on quick and easy payouts .With new management abrand new accounting team and new streamlined payment options for players all around the globe CoolCat is making CASHING OUT AS EASY AS BUYING IN.

OMG how funny is that i couldnt stop laughing when i read that !!

Their a joke.....worst fraud on the net