Complaint #18 Cool Cat Casino

cool cat wont respond to complaint

By dbpbw

12 years ago

Message on forum

I have a complaint into coolcat support regarding my interactions with one of their managers. On the day of the complaint, 11/26/10... I was cut off from chat several times while speaking with this one manager...(he just cut me off).. I got angry and closed out my account at that time. I then asked for a listing for my records of all my deposit history and was told i could not get one....and that they "don't do that". I asked why not and was then told they could get me only a list of my most recent deposits....and that i should refer to my billing statements. I have no credit card billing statements because I use strictly prepaid debit cards and I told them this. Then I could not get onto live chat again for days after I closed out my account. Recently, I was able to get onto live chat, surprisingly and I don't know if this was a good idea, but i reopened my account. I can't play at many other casinos because they don't send out checks, but only use ewallet/qicktender/nettelller for which i am not eligible because i do not have a bank account. So I went back because the withdrawal options are easier for me. After I reopened my account...i resent them my complaint of 11/26/10, still looking for a response. For the second or third time, I received an automated reply that it would be assigned to a representative and I would recieve a reply within one businiess day....I never have. So just today...I resent it yet again...what do I need to do to make them asnwer me???? Who else can I complain to to put this on record as a complaint against them that might have an impact>?

Disputed Casino Cool Cat Casino

Reason Other

Discussion

dbpbw

15 years ago

Mr. Davis....as I have previously stated...i like cool cat and wish to continue playing there. I only hope that I am not treated differently from other players due to these interactions. I think cool cat is a fine fit for me, barring the lack of response. It doesn't mean i don't want to continue being a member. Thank you for the time you have taken, and, although this issue is unresolved, I do appreciate your honesty in stating that the specific matters at hand will not be addressed. I do not expect a reply, nor an apology and, at this point, only wish to play as anyone else. Hopefully, any future interactions will be more positive. Kind regards, dbpbw

Cool Cat Casino

• Representative

15 years ago

I am officially closing this case on my end...obviously you are not happy with our Casino so I suggest you take your business elsewhere this is not the right fit for you…I am not responding to any of the questions above, there will be no formal apology…Good Luck at your next Casino.

Regards,

Marty Davis

dbpbw

15 years ago

Thank you for your response. It would appear that you do not fully read what i write in here before you respond, as you don't answer my specfic questions and, in my last entry, I noted that the restriction had already been lifted. If you go to the top of this page....you will notice that my original complaint was that it took cool cat more than three weeks to respond to me.....during the course of my conversations with Mr. Davis, I also learned that some very defamatory remarks were put into my account. Again, who put the remarks in there and why can no one find then now? And why did no one respond to me until I posted in here? I've already accepted that I will not get an apology for the way ralph treated me or the other inconveniences endured. I have been a regular depositor with the casino nonetheless. This doesn't appear to be a two way street. I like the casino and would like to remain a member...i feel i have been stripped of my VIP status when i temporarily closed my account and it would have been nice to be offered that back, especially since my deposits have continued in such manner....but I feel rather black-listed at this point.

Cool Cat Casino

• Representative

15 years ago

Ok, we have lifted the bonus restrictions.

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