=============================================================================== Chat ID 7110047 at 2023-10-21 18:54:53 =============================================================================== [2023-10-21 18:54:53] [Live Support] Welcome to Live Support! How can we help you today? [button]Free Spins[button] [button]Loyalty Bonus[button] [button]Deposit[button] [button]Withdrawal[button] [button]Other[button] [2023-10-21 18:54:53] [I'm a bot] While you wait, did you know you can play with a 190% No Rules Bonus this weekend? Use code EXPLORE190 to join the Jackpot Expedition. You've got another rare deal available too. Oh, and 30 daily spins, for FREE! [2023-10-21 18:54:53] [I'm a bot] Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here: [2023-10-21 18:58:45] [gbh27cl35y] Hello I am here requesting my funds of $245.16 that will removed on the 18th of October to be put back into my available balance. As these were winnings from my redepositive amount that was redeposited back in my account on the 15th after manager removed non-cashable amount of 191 from my account from the bonus win requested of $100.00. the amount refunded was put there by this individual as I was told it would be following the removal and this was my available and playable amount after bonus [2023-10-21 18:58:46] [I'm a bot] Thank you for contacting us. [2023-10-21 18:58:46] [I'm a bot] One of our representatives will be with you shortly. [2023-10-21 18:58:52] [gbh27cl35y] Thank you [2023-10-21 18:59:09] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292219/2a0db85620db43bb0a0cda4b52423a75 [2023-10-21 19:01:50] [Live Support] Thanks for holding, in the meanwhile, you can play this mini-game: [2023-10-21 19:01:52] [Live Support] [2023-10-21 19:19:38] [gbh27cl35y] Hello [2023-10-21 19:19:51] [Erick Spaletta] Welcome and thank you for contacting Cool Cat Casino. You are chatting with Erick Spaletta from Customer Support. [2023-10-21 19:20:05] [gbh27cl35y] Hey Erick [2023-10-21 19:20:48] [Erick Spaletta] Hi how are you? [2023-10-21 19:21:02] [gbh27cl35y] Good thanks and yourself? [2023-10-21 19:22:26] [Erick Spaletta] I am fine thank you allow me to check [2023-10-21 19:22:42] [gbh27cl35y] Good 2 hear [2023-10-21 19:22:52] [gbh27cl35y] Yes - thank you [2023-10-21 19:27:27] [Erick Spaletta] I am working on the issue allow me a moment [2023-10-21 19:27:39] [gbh27cl35y] Take your time please and thank you [2023-10-21 19:27:44] [gbh27cl35y] No rush [2023-10-21 19:32:47] [Erick Spaletta] I can see that you have an approved withdrawal of 95 dollars, the difference was removed because of the max cash out, [2023-10-21 19:33:53] [gbh27cl35y] Correct it was removed on the 15th you can see the manager withdrawal approval of 191 that was from the 322 left after he removed the non-cashable funds he stated he would deposit make my deposit then available to play on and that's what he did in the tune of $31 and then I proceeded to win which are what was then taken on the 18th but those winnings were not from the bonus [2023-10-21 19:36:11] [gbh27cl35y] Once the Player has completed play with the No Deposit Bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like. [2023-10-21 19:36:26] [gbh27cl35y] Sorry [2023-10-21 19:36:33] [gbh27cl35y] Thank you [2023-10-21 19:38:52] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292227/029c2094a0ae6968f68ff45f220a432c [2023-10-21 19:39:49] [Erick Spaletta] Just to see if I am understanding, you say that the earnings that you had came from real money not from a bonus? [2023-10-21 19:40:08] [gbh27cl35y] Yes that is correct [2023-10-21 19:40:15] [gbh27cl35y] Thank you [2023-10-21 19:40:34] [gbh27cl35y] He put my deposit bonus back onto my account he said [2023-10-21 19:40:54] [gbh27cl35y] Sorry not deposit bonus but verification deposit [2023-10-21 19:41:40] [gbh27cl35y] And as a courtesy he was putting $20 because the minimum deposit is $30 he stated [2023-10-21 19:42:03] [Erick Spaletta] Allow me please [2023-10-21 19:42:03] [gbh27cl35y] This is where the $31.47 that I then won those winnings with came from [2023-10-21 19:42:10] [gbh27cl35y] No problem [2023-10-21 19:45:34] [Isaac Pickman] - (whisper)John, I'm afraid the money you were playing with, all came from the chip CASINOCASH120. You already got the max cash out of this bonus and the rest of the winnings are not cashable. [2023-10-21 19:46:06] [Erick Spaletta] John, I'm afraid the money you were playing with, all came from the chip CASINOCASH120. You already got the max cash out of this bonus and the rest of the winnings are not cashable. [2023-10-21 19:46:56] [gbh27cl35y] No why was then the 191 withdrawn and then again the 245 one on the 15th and one on the 18th why were they not withdrawn on the 15th does it completion of zero the reason is is because what I said in fact happened which was that he then deposited my verification to positive $11 into my account available for play with real money not from the bonus thank you [2023-10-21 19:47:38] [gbh27cl35y] Or where else would I got the money from as I have not deposited anything other than that I mean what would I play it on I shouldn't have had anything to play on if not for what I'm stating to be true [2023-10-21 19:48:24] [Erick Spaletta] I do apologize but that is what the system is showing me [2023-10-21 19:48:28] [gbh27cl35y] I had 322 he said once I removed the hundred for the withdrawal request I'm moving $191 for the non-catchable and then redepositing your deposit with the courtesy of $20 for it needs to be $30 minimum thank you [2023-10-21 19:49:21] [gbh27cl35y] I understand. Do you see where the amount was taken out on the 15th of 191 the manager approved withdrawal amount so then again why was it taken out on the 18th and the amount of 245 which 200 of that was actually a request for withdrawal and 45 of it I would have had in my available balance of that time when it was removed [2023-10-21 19:50:02] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292231/5040045e2e492533a6ff3ce734f7b819 [2023-10-21 19:50:04] [Erick Spaletta] I do apologize for the inconvenience, but I double-check and unfortunately that is the final resolution [2023-10-21 19:51:09] [gbh27cl35y] Okay I understand your position is there perhaps a minute member of management that I might be able to speak to regarding this please who may have a better understanding of what it is I'm stating I gave you the screenshot of the 3124 made available and you still have yet to answer why two removals were made made and not just one on the 15th which would have put my balance at zero and I would have had nothing to play on if not for what I'm stating to be correct is this correct or incorrect thank [2023-10-21 19:51:57] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292232/c4dc6589adf1694713b3ae6effa8112a [2023-10-21 19:52:27] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292235/ce6b78949e716e17cce87cfb65e1ec82 [2023-10-21 19:52:27] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292236/9da3c2bf381c52f83869f006445d8f2a [2023-10-21 19:53:14] [Erick Spaletta] Allow me a moment [2023-10-21 19:53:18] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292237/0289fe95c2223f46f132d87e2b21c202 [2023-10-21 19:54:09] [gbh27cl35y] You see how I was able to make the request after the manager approval and the amount of $300 that would not have been so if in fact what I'm stating not to be true the original amount was 322 and after his deductions he then deposited as available balance my $11 verification deposit that I did not request at the time of withdrawal along with eight dollars to make for a $31.47 available for play or withdrawalence [2023-10-21 19:54:33] [gbh27cl35y] The 326 was remaining after the withdrawal of 245/16 on the 18th which should not have been withdrawn or removed [2023-10-21 19:54:57] [gbh27cl35y] 322 not 326 sorry [2023-10-21 19:55:24] [Erick Spaletta] Allow me a moment [2023-10-21 19:55:51] [gbh27cl35y] No problem. Please take all the time necessary. I promise what I'm saying is true [2023-10-21 19:55:57] [gbh27cl35y] Thank you [2023-10-21 19:57:37] [Erick Spaletta] I will transfer you allow me a moment [2023-10-21 19:57:56] [gbh27cl35y] Thank you again Erik [2023-10-21 19:58:02] [Isaac Pickman] Hello John [2023-10-21 19:58:15] [gbh27cl35y] Hello Isaac [2023-10-21 20:02:31] [Isaac Pickman] The "excess balance" which is what is left after you've withdrawn your max cash out, is not cashable and it's removed from the account because of this. The $191 you see and the $245.16 are part of this excess balance. After you won the money with the free bonus and made the confirmation deposit, all the balance in the account has the rules of the free chip you won it from. Meaning the max cash out stands and you won't be able to withdraw anything over that. I'm also checking and I can see that you already had other accounts in which you had played with free bonuses before. Please keep in mind this is not allowed and these winnings shouldn't have been valid. However, you already got paid the max cash out. So now you're going to have to deposit to continue playing. [2023-10-21 20:04:34] [gbh27cl35y] This is not true regarding previous accounts and even if so that should have been told to me then from the onset that that was of issue. In order to not mix funds and because I did not request my verification deposit at the time of withdrawal over in the amount of the $100 maximum allowed that deposit was still there for play and it was there for then deposited by that individual in the aftermath of the withdrawal of the $191 on the 15th [2023-10-21 20:04:42] [gbh27cl35y] Thank you [2023-10-21 20:04:55] [gbh27cl35y] The amount that remained was $31.47 [2023-10-21 20:05:07] [gbh27cl35y] This is what I won those winnings that were removed on the 18th and the amount of 245/16 were derived from [2023-10-21 20:05:26] [Isaac Pickman] It is true, I can see the other accounts and the chips you played. Once again, you got paid the max amount you were entitled to withdraw, and the rest was removed because it's not cashable. [2023-10-21 20:06:24] [gbh27cl35y] Well these account's you speak of I'm unaware of however I will take your word on that. I was unaware [2023-10-21 20:06:56] [gbh27cl35y] I did get paid the maximum correct which is $100 what let me ask you this then what was the 3147 that remained on the 15th after the manager approved withdrawal of $191 and my hundred dollar win was removed what what did the $31.47 then that remain there after what was that thank you [2023-10-21 20:07:11] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/292240/c075ca6fd62a2e1d0f0aafa00990f7cb [2023-10-21 20:08:24] [Isaac Pickman] What was remaining was more of the excess balance. It's all coming from the free chip because you didn't have any other transactions made after it. [2023-10-21 20:08:54] [gbh27cl35y] That makes no sense why was it not removed with the $191 for the amount of 222.47 [2023-10-21 20:09:11] [gbh27cl35y] The reason why is because the individual told me he would take my $11 verification deposit and do a one-time courtesy of $20 and they'll allow for it to be available balance for play [2023-10-21 20:09:24] [gbh27cl35y] Thank you [2023-10-21 20:10:22] [gbh27cl35y] Because going forward the minimum deposit amount on any deposit is $30 he stated [2023-10-21 20:11:32] [Isaac Pickman] Sorry but that's not what happened. The rest of the balance came from the same winnings of the free chip. [2023-10-21 20:12:11] [gbh27cl35y] That is what happened are you calling me a liar? The reason I ask is what again was the 222-47 not removed and only 191 at the time of the withdrawal of non-catchable amounts from that bonus it should have been all removed if not for what I'm saying to be true thank you [2023-10-21 20:12:35] [Isaac Pickman] Not really, I'm just telling you that you made two withdrawal requests from money that was coming from the free chip. One was the $110 and then you made a $300 request. Both were coming from the same winnings, the same balance. [2023-10-21 20:12:46] [Isaac Pickman] You got approved the max cash out, the rest was not cashable. [2023-10-21 20:13:19] [gbh27cl35y] Are we in agreeance though however sir that there was 3147 that was remaining on the 15th after the 191 manager approved withdrawal of non-cashable [2023-10-21 20:13:49] [Isaac Pickman] John, this decision is final and the money can't be reinstated. These are the rules and we need to follow them. I understand it's frustrating, but believe me, I would have no problem helping you with the money if you were entitled to it. [2023-10-21 20:14:04] [gbh27cl35y] That other withdrawal request was madewas made seven or eight hours after the fact [2023-10-21 20:14:19] [gbh27cl35y] That is because that withdrawal request came from the 3147 that remained available balance [2023-10-21 20:14:34] [Isaac Pickman] Even then, it came from the same balance: the winnings of the chip. [2023-10-21 20:14:50] [gbh27cl35y] May I ask them where my 11-dollar deposit went if not for what I'm saying to be true? Thank you [2023-10-21 20:15:10] [Isaac Pickman] It was paid back to you with the max cash out. [2023-10-21 20:15:27] [gbh27cl35y] No it wasn't because I didn't request it I could have requested it above the amount which I attempted to do so the first time but it was denied [2023-10-21 20:15:44] [gbh27cl35y] As a matter of fact I only received 95 after five-dollar removal for transaction fee from the $100 I would have requested $110 or $11 [2023-10-21 20:15:51] [gbh27cl35y] And furthermore you would not have mixed the funds [2023-10-21 20:16:07] [gbh27cl35y] LOnce the Player has completed play with the No Deposit Bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like. [2023-10-21 20:16:14] [Isaac Pickman] Please keep in mind that any balance above the max cash out is not cashable. [2023-10-21 20:16:19] [gbh27cl35y] This is what occurred [2023-10-21 20:16:33] [Isaac Pickman] That's the reason for all of this, why you got the balance removed. [2023-10-21 20:16:54] [gbh27cl35y] I understand that but the $11 deposit should have been on top of the $100 maximum it was separate and it was not played or added to my account until the aftermath and which it was added in the amount of 3147 that's what I was told [2023-10-21 20:17:28] [Isaac Pickman] I'm not sure why it got approved seeing how there were multiple accounts, You would've only gotten the $11 back, but you got much more than that. [2023-10-21 20:17:39] [gbh27cl35y] I didn't proceed to play it [2023-10-21 20:18:11] [gbh27cl35y] I got $31.47 that is correct he stated that because the minimum amount of deposit is from here on out $30 but because it was a verification deposit he would do a one-time courtesy chip for $20 and it would be now available in my balance for play in the amount of what he didn't say the amount but it ended up being 31 dollars and 47 cents [2023-10-21 20:18:22] [Isaac Pickman] I understand your position, but please keep in mind these are the rules we must follow. Please let me know if there's anything else I could help you with. [2023-10-21 20:19:03] [gbh27cl35y] Okay very well I do appreciate your time Isaac if that's going to be your position you're in fact wrong sir but I will appreciate that and move on accordingly I guess I will try to see if the likely likeness of Casino guru Meister or LCD can perhaps render this correct thank you