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                    Chat ID 7094517 at 2023-10-18 18:03:18
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[2023-10-18 18:03:18] [Live Support] Welcome to Live Support! How can we help you today?
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[2023-10-18 18:03:18] [I'm a bot] Glad you've gotten in touch! Now you know you can play the Top Games in your area with a 190% No Rules Bonus. Use code 190NORULESPLAY before midnight to cash out what you want, when you want.
[2023-10-18 18:03:18] [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:
[2023-10-18 18:06:36] [gbh27cl35y] Hello...I would like to know why was all my money removed from my pending withdraw request of $200.00 plus 45.16 from my active balance? Thank you
[2023-10-18 18:06:37] [I'm a bot] Thank you for contacting us.
[2023-10-18 18:06:37] [I'm a bot] One of our representatives will be with you shortly.
[2023-10-18 18:06:59] [Roseanna Crowe] Welcome and thank you for contacting Cool Cat Casino. You are chatting with Roseanna Crowe from Customer Support.
[2023-10-18 18:07:07] [Roseanna Crowe] Hi John,
[2023-10-18 18:07:15] [gbh27cl35y] Hello Roseanna
[2023-10-18 18:10:56] [Roseanna Crowe] Please give me few minutes while I check your account. I'll get back to you shortly.
[2023-10-18 18:12:54] [gbh27cl35y] No problem....Thank you ..Those winnings were derived from remainder of funds once $191.00 was removed from withdraw request excess from $100.00 no deposit bonus win. It was my verification deposit amount put back to my remaining balance that those funds removed just now were from. Thank you
[2023-10-18 18:15:08] [Roseanna Crowe] I'm still reviewing the details of your account. I apologize for the wait. Just another moment and I'll be right with you. Thanks for your patience.
[2023-10-18 18:15:25] [gbh27cl35y] No problem and thank you-
[2023-10-18 18:18:26] [Roseanna Crowe] Thank you so much for waiting.
[2023-10-18 18:18:31] [Roseanna Crowe] I'm very sorry for the delay. Thanks for bearing with me!
[2023-10-18 18:18:58] [gbh27cl35y] Welcome
[2023-10-18 18:19:02] [Roseanna Crowe] I have thorough checked your account and can see that your winnings is originally from this offer.
[2023-10-18 18:19:03] [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.
[2023-10-18 18:19:07] [Roseanna Crowe] $120 Free Chip
Slots, Keno and scratch cards only!
30X Playthrough
$120 Max Cash-Out
Redeem: CASINOCASH120
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No multiple accounts or free chips in a row allowed.
[2023-10-18 18:19:15] [gbh27cl35y] Wrong
[2023-10-18 18:19:47] [gbh27cl35y] They were gained after manager withdraw
[2023-10-18 18:19:56] [Roseanna Crowe] Our withdrawal team removed the non cashable of $245.16 and processed the cashable amount of $100 on the exact time 10/18/2023 2:45:44 PM	EST.
[2023-10-18 18:19:57] [gbh27cl35y] From bonus win
[2023-10-18 18:20:30] [gbh27cl35y] Wrong....they removed $191.00 from 322.00
[2023-10-18 18:21:11] [Roseanna Crowe] You have experienced what is called a coupon reversal or bonus balance conversion.
[2023-10-18 18:21:14] [Roseanna Crowe] This happens when you are playing on a bonus code and have successfully met play-through or wagering requirements. Every code has a wagering requirement that you must complete before you can cash out.
[2023-10-18 18:21:14] [Roseanna Crowe] The moment you complete that requirement the system automatically eliminates the excess balance and leaves only the maximum withdrawable amount allowed as per bonus rules, subject to all applicable terms and conditions
[2023-10-18 18:22:02] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290851/b0f7165cf7b99b8817c164e3fef63595
[2023-10-18 18:22:19] [gbh27cl35y] No there was no coupon
[2023-10-18 18:23:14] [gbh27cl35y] I was playing on the $31 that remained my account after the manager withdrawal from my withdrawal request of $100 from my welcome bonus
[2023-10-18 18:24:02] [gbh27cl35y] The manager removed 191 from $322 plus my $100 withdrawal that was paid out today
[2023-10-18 18:24:08] [gbh27cl35y] That's what the bonus was from
[2023-10-18 18:24:23] [gbh27cl35y] All those other winnings were one from what remained after the manager withdrawal which was my deposit amount
[2023-10-18 18:24:38] [gbh27cl35y] Nor did I mix funds
[2023-10-18 18:25:05] [gbh27cl35y] There was no active bonus
[2023-10-18 18:25:10] [Roseanna Crowe] You have completed your playthrough requirements last 9/5/2023 11:06:50 PM	EST.
[2023-10-18 18:25:23] [Roseanna Crowe] The system then removed the non cashable of $371.78 and leave $120 you're entitled to withdraw. You've then made $11 verification deposit 10/11/2023 7:04:56 AM	EST and requested $110 withdrawal 10/11/2023 at2:39:50 PM EST.
[2023-10-18 18:25:23] [Roseanna Crowe] You have $212.47 left in your account.
[2023-10-18 18:26:28] [gbh27cl35y] What? Sorry but showing only 3.80 something
[2023-10-18 18:26:41] [Roseanna Crowe] Your second withdrawal request is a balance left from CASINOCASH120, John. Which is no longer cashable as you already got paid $100 on the exact time 10/18/2023 2:45:44 PM	EST.
[2023-10-18 18:26:57] [gbh27cl35y] No incorrect
[2023-10-18 18:27:59] [gbh27cl35y] Why were they not all removed then at the time of the manager withdrawal of the excess amount. The reason is because I spoke with someone and they said that if I didn't withdraw the 111 that I could receive the money after the withdrawal of excess was done it would be put back into my account and that's what was done
[2023-10-18 18:28:06] [gbh27cl35y] I then proceeded to play with it
[2023-10-18 18:28:22] [gbh27cl35y] 11 not 111
[2023-10-18 18:28:29] [Roseanna Crowe] Since your winnings is originally from no deposit code, our withdrawal team process the maximum cashout you're entitled to withdraw only and removed the non cashable.
[2023-10-18 18:28:58] [gbh27cl35y] Correct so there should have been any money there after that was done
[2023-10-18 18:29:25] [gbh27cl35y] But there was because my deposit was put back like it says it would be and like the individual that I spoke with said it would be if I didn't withdraw it in addition to the $100 maximum allowed
[2023-10-18 18:29:30] [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.
[2023-10-18 18:30:00] [Roseanna Crowe] Regardless how much winnings you have have from no deposit, you can only withdraw the maximum amount and the non cashable have to remove.
[2023-10-18 18:30:11] [gbh27cl35y] In other words there should have been no money there in that account after the manager did the withdrawal for the excess from the bonus
[2023-10-18 18:30:22] [gbh27cl35y] Yes
[2023-10-18 18:30:44] [gbh27cl35y] It was from my $11 deposit that remained after the manager did the withdrawal and removed the non-cashable
[2023-10-18 18:31:08] [gbh27cl35y] Hold on I'll show you the screenshot
[2023-10-18 18:33:32] [Roseanna Crowe] Since your winnings is originally from no deposit bonus, you can only withdraw the maximum amount and the rest will be voided.
[2023-10-18 18:33:40] [Roseanna Crowe] Do you have any more questions I can help you with right now?
[2023-10-18 18:34:03] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290855/ef79ea42926b7300cc5d543f3e5f2881
[2023-10-18 18:35:22] [gbh27cl35y] Do you see now ....$100 + $191 + $31.47= 322.47
[2023-10-18 18:35:47] [gbh27cl35y] I had when I initiated the coin draw request for withdrawal $100
[2023-10-18 18:36:25] [gbh27cl35y] Is winnings did not come from a no deposit bonus they came from the remainder that the manager left in my account after the-winning amount was removed which was my deposit amount
[2023-10-18 18:36:39] [gbh27cl35y] That's what those were one from
[2023-10-18 18:36:50] [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.
[2023-10-18 18:37:05] [gbh27cl35y] we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like.
[2023-10-18 18:37:24] [gbh27cl35y] That is exactly what was done it was credited back in my account
[2023-10-18 18:37:43] [gbh27cl35y] I've been proceeded to play with it and won what is now been removed
[2023-10-18 18:38:43] [gbh27cl35y] Or the manager would have pulled it all out the whole excess that remained if not for what I'm saying
[2023-10-18 18:38:49] [Roseanna Crowe] Still since your winnings is originally from no deposit, you're eligible for $100 only which already sent to you on the exact time 10/18/2023 2:45:44 PM	EST and removed/voided all the non cashable.
[2023-10-18 18:39:01] [gbh27cl35y] No they weren't
[2023-10-18 18:39:06] [Roseanna Crowe] I believe I already provided you the information that you needed. Please excuse me but I need to end this chat now. I sincerely apologize for cutting this off, John.
[2023-10-18 18:39:11] [Roseanna Crowe] At the end of our chat, you will see a short survey, we would greatly appreciate a minute of your time to rate the service I provided. Thank you.
[2023-10-18 18:39:16] [Roseanna Crowe] Thank you so much for playing at Cool Cat Casino. We really appreciate your loyalty. Have fun, good luck and don't hesitate to come back anytime, we're here for you 24/7.