Ag Awards

Cool Cat Casino - Account Access Revoked, Unpaid Withdrawals

Complaint Info
Disputed casino Cool Cat Casino
Reason Delayed payment
Posted on May 24, 2020

I submitted two payout withdrawals in the amount of $1000 each on May 7, 2020. I was taken through an identity verification process which had successfully been verified by HooYu. I submitted all required and necessary documents to the casino via docume­nts­@co­olc­at-­cas­ and received a ref# 6525618. On May 10, 2020 i chatted with Edgar V from the casino support who stated that my account has been fully verified but I needed to complete an additional step of verification because i deposited with bitcoin. I submitted the required document the same day.
On May 12, 2020 i contacted casino support to confirm that I've done everything properly and to find out the status of my withdrawal. I chatted with the casino manager Anabelle Wallis who assured me that my withdrawals were in pending now and that this is my first withdrawal so it takes a little longer than usual. Anabelle stated that she noted my account with updates of my bitcoin wallet address where they will deposit my winnings.
On the same day after I've completed the necessary steps to process my withdrawals, i continued to play with my account and had some problems making a deposit so i contacted support to help me with the problem. The chat took an unexpected turn and my casino access were revoked and now I can't access my account to check the status of my two withdrawals in the amount of $1000 usd each.
This is frustrating and I don't know what to do. A friend of mine suggested I reach out to you for help. I have emails and chat transcripts for all interactions with CoolCats.

Posted on May 28, 2020

Hi Michael--

Your account was revoked for several reasons...

First, it is clear that several people were using the same device as you, in Cool Cat, as well as other casinos in our network. Next, there were credit cards in your name, used by others (all named on the same device). When our agent questioned you about this, you denied knowing anything about this.

Last, six of your deposits were uncollected and as such, the funds were not received by the casino.

Any one of these issues would be sufficient reason to revoke your account and all other accounts involved.

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
a. If there is evidence to suggest that you have more than one active account for the Casino;

I'll be sending the necessary evidence to AskGamblers management as proof what I've stated is accurate.


Posted on May 28, 2020

Dear all,

Following a careful review and consideration of all the information, details and proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Cool Cat Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy