Complaint #80 Cool Cat Casino

Cool Cat Casino Not willing to pay and closing my account

By JORDANSS

11 years ago

Message on forum

I have deposited over $1000 into Coolcat in the past month. I won on 3/8 and requested withdrawal of the $1000 the $650 was approved and I'm still waiting on the money. Now I just won $5400 in one slots tourny and $550 in another the same day - Tuesday 4/8. I had another withdraw request of $1150 still pending and put in for $2500 of the new winnings. I emailed them to inquire about the two previous ones, and when I logged back into my account all of my money was gone then I got an email stating my withdrawal requests were denied and they approved a manager to go in and take the rest of the money. When I inquired on this they said I mixed bonus' and played wrong games. No, I always only use one bonus at a time and play down to below $5.00 or request a withdrawal before using another. The coupon codes I used when I won the tournys and the last $1150 were Shark350 and Lucky350 or Lucky375 all 3 bonus' were match deposit bonus where I did a deposit, and they were all 3 no rules bonus'. I did the playthrough and when the money was in my "cashable/withrawable" amount I then played the tournys, now they are disputing this and have closed my account. They owe me this money! I explained to Chris my VIP manager that I never played tables or tournys with the bonus amount, only my winnings and if you try to play a tourny or table game while on the bonus it doesn't let you. Now they are saying that because I played a couple hands of poker and craps - winning the money in the tournys it voids all winnings. How is this when the money I won is mine, not a bonus and the bonus was played through and on top of it a "no rules" bonus. Please help me it's now been 2 days since all of this happened and I still can't get into my account and haven't heard anything from their "investigation" OH and they also closed my account with their sister casino after I had just deposited $125 there too.

Disputed Casino Cool Cat Casino

Reason Declined payment

Amount $3650

Discussion

Cool Cat Casino

• Representative

12 years ago

Hi Jordanss,

I've dug deep into this and your dispute was not quite as 'simple' as you state it to be.

Yes, you have been banned from our group of casinos. You threatened us with chargebacks and when this occurs, it is standard procedure to lock accounts. You have already been notified of this and we do not share information, so there is no 'blacklist' which you speak of.

Now on to monies owed.

Because of your threatened chargebacks, we're refunding your deposits, which in fact, are greater than your winnings. These refunds go directly back on the cards you've used for making your deposits. This prevents you from following through with your threats of chargebacks.

Further, as you yourself pointed out, you did not follow the terms and conditions. On your previous winnings (prior to your chargeback threats), we issued you a check in the amount of $610, which you've already confirmed receipt of.

I don't believe at this point there is any further business to conclude on your behalf.

Regards,

Tawni

P.S. The delay in this response was due to technical issues on the web site.

JORDANSS

12 years ago

I'm waiting to hear back on my blocked accounts for deposit an play with other casinos still. Apparently my dispute with Cool Cat and misunderstanding has reflected at many other places online.

Cool Cat Casino

• Representative

12 years ago

Hi Jordanss,

You have a very complicated situation and before I respond in full, I just need to get a bit more clarification from management. I hope to have everything I need to give you all the answers, tomorrow.

I appreciate your patience,

Tawni

JORDANSS

12 years ago

I received the check yesterday for the first payout request. I've been waiting a week to get back into my account and they kept saying they would allow me back in after a full review. I do understand now that I can't play table games once my playthrough is done but now they've completely closed my account with them and their sister casino and basically somehow blacklisted/banned me from all online casinos? I'm unable to play or deposit anywhere now which is complete crap as all I complained about was the issue of the slot tourney and I explained to them that I do now get it but to completely blacklist me is a pile of BS!!!!!! All my other accounts with other places are now affected . I didn't request any refunds back to my credit card nor did I do any charge backs. How can they have this power after a simple dispute?

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