Complaint #9 Cool Cat Casino

They Will Not Pay

By prs531

11 years ago

Message on forum

I email your establishment about a week or so ago, and no one has contacted me.

I addressed my email to Steve, regarding Cool Cat Casino, I won $2500 and put thru a request to withdraw on 2/27/10. They keep telling me that they are going to pay next week, but when next week comes they do not approve or pay. I have emailed them numerous times, but they give me the same line over and over, please help me if you can. I would like to have my story on your website saying RESOLVED! I was so happy when I won!

This is the last response I received from Damian at Cool Cat: CoolCat-Withdrawals wrote:

Reference #: LTK146057331304X

Please use this reference number for any correspondence in regards to this issue.

Subject: When you were offline (via LivePerson)

Dear Pamela,

This is Damian with CoolCat. what happen is due to the high amount of requests we are handling at the moment we are a bit behind schedule.

Best wishes,

Damian

CoolCat Withdrawals Department

You can reach me anytime, Monday - Saturday 8AM EST until 5PM EST

Email: withdrawals@CoolCat-Casino.com

Thank You Very Much,

prs531

Disputed Casino Cool Cat Casino

Reason Delayed payment

Amount $2500

Discussion

prs531

15 years ago

Finally, I received my final installment payment on 6/15/10, I picked it up from the mail room in my apartment today. Based on the amount of time it took for Cool Cat to make payment, I am not sure if your staff hurried the process along....I won the jackpot 2/27/10 and I just received the final payment on 6/15/10.

However, I do appreciate all of Ingrid's due diligence to keep me informed of the various situations as they arose. Thank you Ingrid!

p.s. I think Cool Cat should give me a $100 free chip for all of the inconvenience that they have caused me.

Sincerely

Pam :o)

Cool Cat Casino

• Representative

16 years ago

Hi Pam,

There seems to be a confusion. The link that was given to me, to which I wrote the answer regarding Western Union, was this:

http://www.askgamblers.com/casino-complaints/cirrus-still-waiting-for-payout-c77

unless I'm mistaken, this isn't your post.

I know customer service might be giving you different estimates but that's because they can only base their estimates on the average timeframe, they are not able to check into each case individually. The information I gave you, and have always given you, is accurate.

At this point we're unable to use the Payments Processor, a new one is being setup, this will take some time, we're expecting it to be ready next week but it's not definite. We are really sorry about the delay but as I mentioned in my email, this is completely out of our hands and it is affecting everyone, even if you were the wife of the owner your payment would still be on hold, along payments for everyone else unfortunately.

I really hope you can trust that I'm not giving you a run-around, I've never lied to you or given you incorrect information and I never will.

Best Regards,

Ingrid < surname removed >

Affiliate Manager

prs531

16 years ago

Cool Cat is not telling the truth. I received my first installment payment of $1,175.00 on 5/20/10 by FedEx. I received an email from one of Cool Cat staff people who told me it will be sent out by the end of this week. Also, today I received an email from your affiliate, Ingrid Evans of whom I have been corresponding with for many weeks now,the following is her comments regarding my 2nd installment payment:

Hi Pam,

Unfortunately there's a problem with the payment processor we use, all payments have been delayed (even those to affiliates) and will have to be re-routed through another processor, which will take some time.

Please contact me back at the beginning of next week, hopefully I'll be able to give you an exact date on when your check will be sent.

Best Regards,

Ingrid < surname removed >

Affiliate Manager

Email: [email protected]

Skype: prism.affiliate

MSN: prismaffiliate@hotmail.com

Toll Free: 1-800-549-7407

As you can see Cool Cat is still not paying; everyone that I correspond with tells a different story, I do not know who or what to believe. I would really be appreciative if you could find out and let me know when Cool Cat is going to pay out the 2nd installment to my winnings of $2500 on 2/27/10. I would just like for this nightmare to end!

Thank you very much.

Pam

Cool Cat Casino

• Representative

16 years ago

Hi Pam,

We did have your ABA code as you provided it to us, otherwise we wouldn’t have been able to send the transfer.

As I explained by email, your funds were sent through a method called ACH and sometimes when it’s returned it’s because the bank has two separate ABA codes: one for regular wire transfers and one for ACH. In my email I was asking if they had a separate ABA code for ACH transfers, but the code you sent me back is the same one we already had, so I guess the transfer was rejected for another reason.

In order to avoid further trouble a check will be sent instead, it should go out on Monday so it will reach you at the end of the week.

Best Regards,

Ingrid < surname removed >

Affiliate Manager

Cool Cat Casino Complaint Stats

Resolved 499 / 520

Avg. Amount $2,994

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Cool Cat Casino Complaints

See all complaints for this casino

Payment being delayed repeatedly

I requested a $2,000 withdrawal on April 6th with coindraw. During that week prior, I had spent nearly one thousand dollars at this casino. I had recently become a v I p member and for reasons not disclosed, one day before the deadline of them approving my withdrawal, they deducted my vip status. They then made me cancel my first withdrawal.Because coin draw is not available to those who are not vip. So I canceled my withdrawal and requested it again on april tenth in the amount of seventeen hundred dollars. After the deadline of 10 days had come and gone without payment, I contacted the representatives and had this issue Escalated. After another ten day deadline, it had still not been paid so they requested another escalation. They told me they had 24 to seventy two hours and that this issue would be resolved.However the seventy two hours had come and gone without resolution, and I contacted them yet again. This time, the response was, they would respond to me by friday. And then sent an email telling me that it would be another 7 to ten days and that it was being reviewed. Mind you this withdrawal had already been reviewed and approved after the first escalation had come and gone.

I have try to contact people in chat and I keep getting the same runaround answers. They keep telling me they escalated it. I'm highlighted for the soonest payment. And I was supposed to be paid in the next batch of payments yet now I find myself waiting for another review and another 7 to ten days, in which case they'll just make me escalate it again and wait another 24 to 76 hours.

I sincerely just would like the amount approved Initially over a month ago but thus far have been refused help and refused connect me to a supervisor or anybody else in the payment division

Resolved

$2,000

Delayed Payment 2x

On January 16th I submitted a withdrawal and sent in all required documents . On January 20th it was added back to my account I reentered a withdrawal and resubmitted the documents again!! Around January 29th I chatted to make sure everything was good and my withdrawal would be fine. I was told they had everything that was needed. On February 2 the day I was suppose to receive the wire it was taken out again !!! I resubmitted the information needed again.

Please release my withdrawal

Resolved

$2,500

Been trying to request my winnings here for 4 months

I requested my winnings here October 13th, 2025. On October 16th they denied it even though I had already been verified in the past, they said I needed to send again my ID, a proof of address , and a bank statement, so I did. After this, they said that the bank statement needed to show more activity so I waited a month and sent them a new one that showed 11 transactions. They sent an email saying that they didn't accept the bank statement because it needed to show at least 15 transactions so I waited another month and sent them the new statement with 17 transactions. They sent an email saying that the bank statement didn't have enough activity so I pointed out to them that it had 17 transactions which was more than the 15 they had said was needed.

I received an email on January 9th, 2026 that said that they were please to inform me that all my documents were reviewed and verified. I went on chat on January 10th to escalate my withdrawal now that they finally had verified the documents, to my surprise I got another e mail today saying that I needed to send a bank statement with more activity. This has gone on for more than 4 months already and is ridiculous. I need your help!

Resolved

$8,000

Fraud No Refund

Account Closed 1 Day After Taking $10 LTC – Fraud – No Refund Full Story:

Nov 11: I requested a withdrawal.

Support demanded $10 Litecoin (LTC) to process – I sent it immediately.

Nov 12: Account locked with zero warning.

Support sent 2 identical emails: “closed at our discretion” – no reason, no refund.

I demanded explanation + full balance + $10 LTC back – they ignored.

This is fraud: They took my $10 LTC, then closed my account to avoid payout.

Resolved

Not paid for 6 months

I am concerned about what is occurring with my Cool Cat casino win.

I withdrew to my bitcoin ten times over the past six months, beginning October last year.

I've waited and waited as they were pending, but they have not been paid so far.

The total unpaid withdrawals are $21,000 (print 1 and 2).

In my profile, the account is approved, and I've received nothing from Cool Cat.

Can you help get this sorted please?

Resolved

$21,000

4 weeks and no payout here either

Same as silver oak. Made a withdrawal four weeks ago and have heard nothing. Went through full verification and got confirmation all that was done, but nothing has happened.

The homepage of the site says they processed withdrawals in 24 hours and it has been four weeks. Can someone please help me figure out what’s going on?

Resolved

$1,500

Waiting too long for payout

I requested a withdrawals on 10/26 each for 2500. After submitting my documents and being approved I still haven’t received any money. I have sent request to Ele at customer service twice only to be told it was expedited. I have several chat messages and only to get it’s been sent to the processor so you have to wait. I have even chatted with my casino host to get the same response. Definitely way past their timeframe they put on the web page. I would just like to be payed any help appreciated

Resolved

$2,500

Delayed payments Cool Cat December 24

I’ve been waiting on an approved payment since 12/23 for $250 and another one that hasn’t been approved yet but requested on 12/21 for $250 as well. They were both requested to be paid via bitcoin. I’m shocked that even after approval of a BTC payment it’s still not paid. I haven’t played here in over a year because of such delayed payments and clearly things haven’t changed at all.

Resolved

$500

Withdrawal long processing time

Submitted withdrawal request on 10/29/24 at 12:36 am, still in pending status. Says it usually takes 7-10 business days, it's been well beyond that time.

My information has been verified and my documents verified. I've had withdrawals from here over the years but my last 2 withdrawal requests have met with lengthy delays and only got resolved once I opened a complaint. When I chat with support they say they escalated, etc., and that it will be 7-10 days again.

Request ID #15529851 Cool Cat/Wild Vegas

Rejected

Withdrawal and payout issue

Withdrawal and payout issue $2500

Hello. Hoping someone can help get this resolved. I've never had an issue with withdrawals in the past from here but it has been over a month since my initial withdrawal request.

I submitted a withdrawal request on August 16. On Sept 3rd, my request still showed $2500 pending so I contacted support via chat (transcript attached). Long story short, he said I needed to verify the bitcoin address or provide a new one, which I did. He updated it and sent it to the escalation department. I asked and he said the 7-10 day withdrawal process would not start over but the following email seems to show it did.

The next day, Sept 4, I received a confirmation email stating "YAY your payment will arrive shortly" but it also said it would arrive in 7-10 business days. It also no longer shows the $2500 as pending and it is gone from my CoolCat account so i figured it's processing.

Today, Sept 19, it's been more than 7-10 business days since I received that email and still have not received my payout. Overall, it's been over 30 days since my initial request.

My account is verified and have made withdrawals in the past without issue. Very disappointing experience.

Resolved

$2,500