Complaint #419 Cool Cat Casino

Delayed payment along with other issues

By Brandon B.

7 years ago

Message on forum

I have had issues with this casino since day one. I deposited via bitcoin using a promo code. Per the promo codes rules if a deposit was made via bitcoin then withdrawing via bitcoin is an option. Upon fulfilling the bonus requirements I went to withdraw and bitcoin was not an option. So I got on the chat with support and was told it was a credit card deposit and they had a manager put through the request for me only after explaining that I do not have a credit card and I provided them with the block explorer details showing the transaction in bitcoin and then the agent proceeded to give me the wrong email addresses to send my documents to. Upon that request being denied I got back on chat and asked why. I was then told that they did not receive my documents. So this time they gave me the correct address to send my documentation to and had a manager put the request back through for a bitcoin withdraw. Within minutes of getting off of chat those emails were on their way. Two days later my request gets denied again.. So at this point I figured I better start getting these conversations recorded. So back on chat I go and they said they haven't received my documents again. Here is where their lie starts to break apart. I spoke to two reps today on chat. The first rep could not find my email and after giving them the email address that I sent it from, the day, and time it was sent he comes back to say that its missing something. A screenshot of myself holding two forms of ID, and the days newspaper. How would he know this was missing if they never received the email? I told the rep that I do not get the paper and was unwilling to go spend my hard earned money on a paper that I will not read only to get my funds. I offered an alternative of a piece of paper in which I write the date on. TBH this is way more than is expected from any crypto exchange doing a kyc anyways and they handle way more money on a daily basis than any of these casinos. Plus I asked how it would be possible for me to hold two forms of ID (one in each hand) and a newspaper(hand number 3) and yet still find a 4th hand to take a selfie that is able to show all this clearly. I also explained that this was not a requirement that was told to me by the previous reps I had spoken to about this issue. I was then given problems again trying to have the rep submit the bitcoin withdraw again. I had explained that I do not have a credit/debit card or a bank account and if I ever need cash I just go to a bitcoin atm, so there was no way that the deposit was made via credit card. The rep then said he would put a note in my account saying that I prefer bitcoin as a payment option but it would ultimately be up to their finance department, which had already saw fit to put through the two other requests. So now I am stuck with no request, and having to send my documents again. I do not like having to send personal information over the internet as it is plus being told 1. the wrong place to send it to and 2. them saying it was not received and it is somewhere in some digital space that I have now no idea who is in possession of documents that could easily be used to fake my id. I have had successful withdraws from other casinos like mega7's via bitcoin without issue and all I needed was my two forms of ID and a selfie with a $5 bill which I get to keep and not spend on a paper which I will never read. I have no problem submitting that photo to them if that is sufficient given they use the same payment processor. All in all I just want the money I won fair and square. Attached to this complaint is the last conversation I had with support, a screenshot of the email that I had sent to them with the required documents minus the selfie, a screenshot of the email I just sent with the selfie and a $5 bill and a selfie with a piece of paper with my handwritten date, and a screenshot showing that their system thinks it was a credit card transaction and the denied requests, and a screenshot of the block explorer showing the bitcoin transaction and a screenshot of my btc wallet showing the sent funds. Please help ask gamblers.

Disputed Casino Cool Cat Casino

Reason Delayed payment

Amount $300

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

pezking33

• Ohio • 1 reviews

6 years ago

Was just paid into my bitcoin wallet. Thank you, AskGamblers and Tawni for the help. This complaint can now be closed.

pezking33

• Ohio • 1 reviews

6 years ago

Just another thing to look at is not only the date but the time of the transactions. Cool-Cat is showing the deposit was made on June 9th at 3:19 PM which is the exact time my bitcoin wallet is showing the outgoing transaction.

pezking33

• Ohio • 1 reviews

6 years ago

Also, Here is a screenshot of my planet 7 account history and that is searching back from 5/21/2019 - 6/20/2019 if that deposit was made to my planet 7 account it would show here.

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