=============================================================================== Chat ID 7094719 at 2023-10-18 18:58:43 =============================================================================== [2023-10-18 18:58:43] [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] [2023-10-18 18:58:43] [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 18:58:43] [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 19:03:57] [gbh27cl35y] Hello. My funds were wrongfully removed from my account. In the amount of $245.16. These funds we're derived from my verification deposit. It was added to my account following the manager non-catchable withdrawal of $191 and subsequent $100 payout from welcome non deposit bonus. They should not have been removed. My verification deposit was put in to my account following the removal of the bonus amount which I was told it would be if I chose not to request it at the time of my initial withdrawl [2023-10-18 19:03:58] [I'm a bot] Thank you for contacting us. [2023-10-18 19:03:58] [I'm a bot] One of our representatives will be with you shortly. [2023-10-18 19:04:35] [Brandon Mitchell] Welcome and thank you for contacting Cool Cat Casino. You are chatting with Brandon Mitchell from Customer Support. [2023-10-18 19:04:46] [gbh27cl35y] I chose not to request the deposit at the time of withdrawal and therefore it was deposited back into my account and I then subsequently played with it and won the funds that were just now removed to the tune of $600 though I lost much of it but that is what remained from my deposit that was put back in my account not from initial bonus [2023-10-18 19:04:48] [Brandon Mitchell] Hi John, let me check your account [2023-10-18 19:05:00] [gbh27cl35y] Hello [2023-10-18 19:05:06] [gbh27cl35y] Thank you [2023-10-18 19:06:39] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290864/5fa3cbbeebe33b327f4faa1d44693265 [2023-10-18 19:06:39] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290865/015fe49605e59f23308661a5898f3060 [2023-10-18 19:06:39] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290866/b5d069a3d7113e88019547cf5c83259c [2023-10-18 19:06:39] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290867/b3fd0fa4a1cb8574806a3a253878634e [2023-10-18 19:08:14] [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 19:08:41] [gbh27cl35y] This is what happened a and these are what goes winnings that were just removed in the amount of $245.16 would derived from [2023-10-18 19:09:32] [Brandon Mitchell] Thanks for holding, it seems that you already got paid the Max amount of that bonus. [2023-10-18 19:10:07] [gbh27cl35y] Yes but that was not from the bonus that was what my deposit was that I did not cash out and you did not add into my account at the time as to not make funds it was added in the aftermath and that is what I won these winnings with [2023-10-18 19:10:36] [gbh27cl35y] Mix not make [2023-10-18 19:10:56] [gbh27cl35y] Thank you [2023-10-18 19:12:02] [Brandon Mitchell] No, any free bonus have a max cashout, this time has a $100 max cashout, so, we already paid you that, the rest can not be withdrawn [2023-10-18 19:12:14] [gbh27cl35y] It's what remained after the bonus non casual was removed and the $100 was paid out which was my deposit amount that remained [2023-10-18 19:12:40] [gbh27cl35y] Then what would I have one these additional winnings with [2023-10-18 19:12:53] [gbh27cl35y] As they were one after the manager withdrawal and the payout from the bonus [2023-10-18 19:13:14] [Brandon Mitchell] Once a withdrawal request gets resolved by the withdrawals team and that balance derived from a no-deposit bonus or a deposit bonus that has a maximum cashout restriction, the withdrawals team removes any amount above the maximum cashout of that particular bonus and approves the balance equal to the amount that you are able to cash out. The "Manager Withdrawal Requested and/or Manager Withdrawal Approved" message is an internal transaction designation to mark the above-mentioned event on our system. This does not mean any real cash out for these amounts will be paid out. [2023-10-18 19:13:47] [gbh27cl35y] Right [2023-10-18 19:14:02] [gbh27cl35y] https://chat.stackq.com/eng/file/downloadfile/290868/7e45a76eb08f2ef9545dba16b6d7d10c [2023-10-18 19:14:23] [gbh27cl35y] Won 4 hours later [2023-10-18 19:14:40] [gbh27cl35y] There should have been anything remaining but there was because my deposit was put back onto my account [2023-10-18 19:14:51] [gbh27cl35y] I didn't play with it it had nothing to do with the bonus [2023-10-18 19:15:23] [Brandon Mitchell] All of that money comes from the free bonus, the verification deposit does not count as a deposit as we send it back in that transaction, the excess could not be cashable. [2023-10-18 19:15:25] [gbh27cl35y] It was put back by the same manager who withdrew the non-cashable amount and approved the payout [2023-10-18 19:15:46] [gbh27cl35y] In the aftermath therefore those funds are separate from the bonus [2023-10-18 19:16:04] [Brandon Mitchell] They are not separate, as you do not make a regular deposit. [2023-10-18 19:16:11] [gbh27cl35y] I wouldn't have had anything to play on [2023-10-18 19:16:29] [gbh27cl35y] I made a regular deposit it was over the $10 amount it was a deposit and it wasn't added at the time of my bonus [2023-10-18 19:16:39] [gbh27cl35y] And I didn't request it cashed out so it was put back in my account in the aftermath as it should have been [2023-10-18 19:16:48] [gbh27cl35y] I then played with it and won [2023-10-18 19:16:54] [gbh27cl35y] Then you guys removed it [2023-10-18 19:17:10] [gbh27cl35y] Thank you [2023-10-18 19:18:04] [gbh27cl35y] The email I got even said now you can play your deposited amount [2023-10-18 19:18:07] [Brandon Mitchell] The deposit of $10 is a verification deposit, it doesn't count as regular. To be a regular deposit, it must be of $30+. [2023-10-18 19:18:35] [gbh27cl35y] It doesn't matter it does what's it qualify as then it says you can play on it or request it for withdrawal I decided to play on it [2023-10-18 19:18:44] [gbh27cl35y] You didn't mix the funds [2023-10-18 19:18:57] [gbh27cl35y] It states that I can play on it [2023-10-18 19:19:22] [gbh27cl35y] That's what I did and I won fair and square [2023-10-18 19:19:47] [gbh27cl35y] Why wasn't it removed then [2023-10-18 19:20:07] [gbh27cl35y] At the time in which the manager removed the non-cashable amounts [2023-10-18 19:20:29] [Brandon Mitchell] Sir, all of what I'm saying is in our terms and conditions that you read and agreed before start playing. Since I already explain the situation several times, I'm going to close the chat, because I have other chats to attend. Have a good night.