Complaint #101 Cool Cat Casino

Can not get a replacement check or alternative form of payment

By hazjones

11 years ago

Message on forum

I played on a no deposit bonus and wagered the required play through. Now to he fair the casino issues a check a month later, however i had moved by that time. Since then i have been in constant communication with this casino in regards to issuing another check or alternative form of payment. The casino claims that it can not issue a wire transfer to a bank with no swift code, and unfortunately my bank just happens not to use a swift code. Instead of reissuing a check, this particular casino chooses to ignore me, along with bad customer service.

Disputed Casino Cool Cat Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

11 years ago

We consider this complaint unresolved. Player made a mistake and didn't inform casino of address change, but on the end player is entitled to his winnings. Unfortunately casino and a player didn't find a solution to this issue.

hazjones

• United States

11 years ago

Hello Twani, and my dear friends at cool-cat casino

I guess the only ay to get a response out of cool cat casino it to go on public forum. First of all I appreciate the response. Understand I have been reaching out to this casino for months. Also it wasn't the fact that I happened to move, Its the fact that I never received an email that the check was issued, to even have a chance to look for the check. The only reason I know it as sent is because when I got an idea to check and see if this casino was really not going to pay me, That's when I got the information of the sent check, that as left outside the door of a vacant apartment. Quite honestly there are people on this forum with bigger issues with your casino then my measley 100 dollars. All in all, im just looking for fair treatment and customer service. I mean you offer all the great welcome bonuses, etc, etc, but when it comes time to pay the depositors, its a hassle. In your response you actually made it a point to make it sound like I was really in the wrong, and should have never even thought that another check could possibly reissued.. I mean I thought you are suppose to be a million dollar establishment, a casino. I bet if I ever did make a deposit and it didn't go though, your customer service would do everything in their power to help me deposit that money. But If I win, I cant get a reissued check. I never really expected to get paid from your casino anyway, sadly to say I was right. Oh well, no point crying over spilled milk. That's why if you gamble on-line, find good casino you can trust, and stick with it. What better way to tell if a casino will hold up there end of the bargain but to win on a free play and let there true colors show. Why the hell would I ever deposit money into your establishment, if I cant et the same great customer service when I want my winnings.

Thank you for being you.
Sincerely,
Hazel

Cool Cat Casino

• Representative

11 years ago

Hi hazjones,

I’ve looked into this for you and from what I can see, this problem was created on your end. We held up our end by issuing the check as promised, delivered it to the address you instructed us to send it to.

In your chat sessions with the casino, you never once mentioned you’d moved—only that you were out of town. Now you are coming to AskGamblers and are stating that you moved (I’ve forwarded the chat sessions to AskGamblers management for their review).

If we were to reissue the check, we would have to place a stop payment on the previous check and then incur costs on reissuing a new check. This would essentially eat up your winnings. When this was your responsibility to notify the casino of a correct address, why should we be suffering the loss?

I’m sorry, but in this instance, we will not be reissuing a check.

I sincerely hope you can understand our position on this.

Tawni

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