Complaint #63 Cool Cat Casino

birthday chips

By jcvanpel

12 years ago

Message on forum

Well here is the basic flow of events.

I get a 50$ birthday chip from cool cats, so I play blackjack and win 100$, I decide to cashout on the 100$.

After I made the withdrawal I deposit 50$ and use one of their special coupons bonuses. I play through the play through and come up a few bucks. The next few days I play blackjack and one day I'm up to 700$, while I'm playing my balance goes down to 0.00$ and I get a "account reset by administrator" message. And here is the conversation I have with the employee who picks up on live chat. After I threaten to post this review here an account manager gets on the line. Near the end of the chat I even see a post by someone else who was watching the conversation... I guess I must have got some attention... >.>

Pretty cut and dry. I was actually winning so they disabled my account. Pretty cut and dry here. The mixed money thing or whatever they stated is actually no where to be found on their deposits page.

The manager agreed to issue a refund for my deposit, but that remains to be seen if it will actually happen or if I will have to issue a charge back... Damb... and Here I was doing the best with black jack that I have ever done... having lots of fun and this casino ruined it.

Stay away from Cool Cats!

A site operator will be with you momentarily.

Hi! Thank you for using our LiveChat Service. This is 'Perry'. Please verify your Email and Phone Number so that I can assist you.

jcvanpel: xxxxxxx

Perry: Thank you... How can I assist you?

jcvanpel: Hello. I'm very upset. I was playing blackjack and doing well and suddenly my session was disabled by an administrator or something?

jcvanpel: I deposited 50$ to get started with your site and it seems like this is a scam.

Perry: Please hold on while I check that for you...

jcvanpel: I was up to 700$ in earnings and suddenly I have 0.00$ , and the 100.00$ withdrawal I had requested is no longer showing.

Perry: Please hold on while I check that for you...

Perry: The reason your funfs were removed is because you mixed funds

jcvanpel: I mixed funds? what does that mean?

Perry: You mixed your birthday chip with you next deposit

jcvanpel: I dont understand. I played with my birthday chip then made a 50$ deposit

Perry: When you add money to your balance when it is highr than $3 winnings were voided

Perry: You had $100 in your balance when you added your $50 deposit with a bonus

jcvanpel: That makes no sense. So you should have just added 50$ to my balance?

jcvanpel: and the bonus should have only applied to the 50$ , if you applied it to the whole thing thats the casinos fault. I'm not an accountant, thats your softwares job

jcvanpel: This is going onto askgamblers.com

Perry: As per company rules and regulation, like I just mentioned you, when you add money to your balance it has to be less than $3... If you do you mix funds and winnings are voided as per management

Perry: I am sorry for the inconvenience...

jcvanpel: Why was it that just as I was winning in blackjack that this came up?

Perry: It is all in the rules and regulations of the casino

jcvanpel: Well, what about my recent winnings?

Perry: That has nothing to do...

jcvanpel: And I want my 50$ back

Perry: Those are voided

jcvanpel: Please issue me a refund immediatly

jcvanpel: No where were your casions "regulations" stated when I made my deposit. If that were the case my deposit should have been rejected

Perry: I can put the $50 back into your balance

jcvanpel: Please do, although the right thing to do would be to at least add 100$ since that was the amount of my deposit.

jcvanpel: er, withdrawal.jcvanpel: and also I cant get the 50$ out of your casino and walk away because your minimum withdrawal is 100$

Perry: The deposit is in your accoun

Perry: t

Perry: A $50 deposit which is what you did

Perry: Anything else I can help you with?

jcvanpel: No. your 50$ in my account isnt even a refund since your casino has no intentions of paying out. This is still going on askgamblers to warn others, and I will be charging back your casinos 50$ from my card.

Perry: Please hold on while I check that for you...

Eric: Hello xxxxx

Eric: this is the caisno manager on duty

Eric: Sorry honestly for any inconvenience this is causing

Eric: But unfortunately you mixed your money that usually comes with no restrictions

Eric: with free money given by the casino

Eric: and this free money usually comes with restrictions

Eric: So that is the problem

Eric: You can not mixed funds that way

jcvanpel: Hello Eric, I'm a customer its not my job to worry about mixing money. Your casino should have rejected my deposit or warned me in that case. I didnt know.

jcvanpel: I even played through the playthrough on the bonus from my 50$

jcvanpel: It seems like just because I was winning I am having these problems.

Eric: I understand you point

Eric: Unfortunately, the system will not stop you

jcvanpel: At no point was I told about my balance being 0.00 or under 3$ before I can make a deposit, that just sounds silly

Eric: It is totally up to the player to play by the rule

jcvanpel: Your casino does not tell the player about this rule

Eric: You need to be aware of our casino rules

Eric: You signed up with us

jcvanpel: I'm looking for it. I dont see it anywhere

Eric: and we assume you know the regulations

jcvanpel: Okay. Whatever its clear that your casino is just a scam. I'm still going to warn others on review websites and make a chargeback

Eric: No need to charge it back

Eric: I will request a refund of this one deposit

Eric: i will close the account to avoid further inconveniences

Eric: its the best way to go

jcvanpel: Thank you. I'll find a real casino to give my money to.

Maddie: Sure

Eric: Thank you for visiting our Casino. Feel free to contact us at any time for further assistance!

Eric: and you played with the money

Eric: very wise

Eric: You have a good day

Disputed Casino Cool Cat Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

12 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Cool Cat Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Cool Cat Casino

• Representative

12 years ago

Dear Player:

Unfortunately in this case; casino informed me that after your charge back threats they have closed your account since Fraud Department considers it risky.

Regards

Cindy

Cool Cat Casino

• Representative

12 years ago

Dear Player

Casino has informed me that you've mentioned on a chat to one supervisor the following:

jcvanpel: Okay. Whatever its clear that your casino is just a scam. I'm still going to warn others on review websites and make a chargeback.

Account has been closed by Fraud Department since you are considered a Risk Player.

Please accept my sincere apologies

Cindy

jcvanpel

12 years ago

This issue is not resolved.

I received this reply today.

Dear Player:By checking the account with casino we've noticed:On 7/11/2013 7:04:17 PM you received a $50 birthday Free Chip and played with it. While having a balance of $100.80 from this free chip; on 7/11/2013 9:19:12 PM you made a $50 deposit and on 7/11/2013 9:21:03 PM redeemed a 350% bonus code FUN350 on top of the deposit and the free chip balance. After playing and mixing free chip and bonus money you made a cashout request.As per Casino rules: http://www.coolcat-casino.com/about/rules.php"Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Promotional offers or coupons cannot be combined. If at any time this should occur, winnings will be void. In the event that a Player uses a promotional offer or coupon that he/she is not entitled to use, any and all winnings generated from that promotion are forfeited and the original deposit is returned to the Player. " We have also been informed that you've made a chargeback; therefore your account has been closed as per Fraud Department.RegardsCindy Greco

So yes, I get a birthday chip. Win 100$, my balance is now 0 after making withdrawal. I decide to keep playing and deposit 50$ and use a promo code that the casino repeatedly has displayed to me. My point is that if this was against the rules the casino should have not let me used the promo and just let me deposit my 50$. Like other good casinos do.

Cool cats leaves this hole open because they know they can fraud folks and take away their winnings.

Even if all of this was true would I not still be entitled to my 100$ earnings from my birthday chip? Why take that away?

And no Cindy, I did not issue a charge back. Eric was kind of enough to cancel my 50$ withdrawal or something, as far as I know.

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