Ag Awards

Cool Cat Casino - Unjust theft of my money then account closure

Complaint Info
Disputed casino Cool Cat Casino
Reason Declined payment
Amount $ 1000
Inactive user
Posted on January 28, 2020

I have a serious issue with CoolCat Casino. I played and had a total of $1000.71 available for withdraw (have evidence of exact amount in account). I made sure I submitted the documents they require prior to any withdraw approval as well as made some contact info revisions with them directly. I then submitted withdraw request (which upon doing so they immediately removed 1,000.00 from my account leaving me with .71 cents which I also have evidence of occurring). After submitting said request I received several emails from them (2 different representatives plus the standard auto reply) Said emails incorrectly advised me that my drivers license was not included within documents I sent to them. I responded to both emails advising them to recheck my emails as everything required was attached thereto.

After not hearing back from them and upon reviewing a ton of complaints against this online casino from people they have cheated and slow paid I sent them some emails voicing my concerns. I still did not hear back from them until suddenly receiving an email with the following contents:

Connie T (Support Center)

Jan 26, 4:15 AM CET

Hello Daniel,

This is Connie T following up on your ticket number 5747097.

We regret to inform you that your casino access has been revoked. The decision is, unfortunately, non-reversible. Any casino account can be closed based solely on our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party processors. Your understanding is appreciated.


Connie t

Apparently this is something that others have complained about occurring to them as well so basically a standard business practice for them for whatever reason. It could be that they were upset with emails I sent advising them that I would seek redress from as many agencies to retrieve my money after reviewing all the horror stories about these same type of acts and their failure to respond and timely process my withdraw. I had previously spoke with them and sent them emails changing my mailing address, email address, and requesting wire into my bank account with applicable account wiring data (these revisions were supported in verification documents I sent to them).

Please help if you can.


<full name removed>

p.s. I have emails, chat transcripts, screenshots n videos showing money, status, and other evidence in case they attempt to lie about anything.

Posted on February 1, 2020

Hi Daniel--

There is no 'theft' of anything. You provided faked documents, which has caused your funds to be voided and your account to be revoked.


General Terms & Conditions for Membership

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:

d. If you provide incorrect or misleading registration, account or identification information;

22. If you are found to be cheating or attempting to defraud the Casino, or if you make untrue and/or malicious comments regarding the Casino's operation; the Casino reserves the right to publicize your actions together with your identity and e-mail address, as well as to circulate this information to other casinos, banks, credit card companies, and appropriate agencies.


I have sent all evidence to AskGamblers to prove what I've stated as accurate. As you also contacted ThePOGG and opened the same claim there, I have included Duncan in on this.


Inactive user
Posted on February 2, 2020

I am appalled that they would cast an accusation such as this. Why would I submit fake documents and I asked my brother to submit them for me as I was on business trip and did not have time to send them out. If this is what you honestly believed why did you not provide me with this explanation when sending me emails? Go ahead and conduct a proper research and tell me if you do not find that I reside at the address you have been provided or that my name is nowhere associated or under the ownership of the bank account that I submitted for wiring of funds. Go ahead and send out check in my name to the address I provided after you do basic database search and find that you are incorrect and I am in fact who I say I am. I have no problem with being able to cash it under my name at my bank (which you were provided). In fact upon checking and discovering that I am correct go ahead and wire said funds into my bank account (Chase Bank) who will not accept said wire in my name if my name is not attached to said account.

Also while checking please upon conducting basic data base research please tell me that my name is not associated with the previous address you had on file for me (22744 7th St Hayward CA 94541) as well as previous cell phone number and my birth date which is also associated with the recently revised and updated address in Modesto CA. For me not to be who I am those are pretty crazy details that show me as the person with the same contact information you have and whereby I have instructed you to tender payment thereto.

Bottom line, it is I who opened this online account in or around 2016, provided payment for deposits (which was paid and never disputed) , played and lost money before recently having a little luck and winning a little bit. It is I who has signed on, signed out, and possessed playing account with your casino. Let me ask you why is it that your casino does not employ any such alleged safety measures before taking money from customers? It sure is strange that you would suddenly employ anything when it comes to your casino having to disperse money. I say this only because I have reviewed substantial amount of complaints and quite a few show that your casino institutes incorrect policies and protocols in order to deny and delay paying as well as unjustly closing playing accounts. I request that you process my withdraw request and either send me check in my name (the name you have had on file from day 1) to my address that is associated to me (no mistake or doubting that) or send me money via wiring into bank account (which I provided you) that is also associated and under my name (the same name you have had on file from day 1). With all the banking concerns with money laundering and terrorism in place no bank will cash a check made out to someone else (banks do not allow third party check cashing any longer). Or you can send it western union, money gram etc... whereby I must present authentic identification in order to receive my money. If what you allege is true then I surely cannot go into a bank or wiring business like western union affiliate and obtain the funds unless I have genuine identification - Could I?

Inactive user
Posted on February 2, 2020

Also, why is it that two different casino representatives sent me emails saying exact same thing that your casino had everything but drivers license. What are you saying was not genuine (or fraudulent) within my verification documents. It could not be my drivers license then so you are saying it was my utility bill as that is the only additional document with my brother actually electronically signing my withdraw request form on my behest. You can contact PG&E and verify anything you like.

Inactive user
Posted on February 3, 2020

I just reviewed exactly the term used and you stated "FAKE DOCUMENTS" so please advise me as to what documents as there was only a utility bill and the form you provide so how can there be multiple? I also would be willing to travel to notary and have anything you woupd like to provide officially certified as genuine with my identifying documents also being authenticated. If you have genuine concern about anything and my previous suggestions are not enough then this certainly would erase any true concerns you may have. If none of these are acceptable then the true issue is casino not wishing to pay me.

Inactive user
Posted on February 3, 2020

You have relied upon Rule 12(4) 4. If you provide incorrect or misleading registration, account or identification information;

This refers to registration and not to anything else. That being the case how can you say that my registration information is incorrect or misleading? You have nothing to support the fact that any information provided at registration was misleading or incorrect or that I am not D Pomares who resides at the address provided and resided at previous address you also have on file for me. This is all so wrong and can easily be checked just by google search that will show me and my family residing at both addresses. A wire into my bank account (as suggested) will also prove that it is my account and info is correct. Whatever your concern was it is moot with all that I have provided in my responses as steps that can be taken would cover any authentication of account issues that may exist. I hope that your casino was mistaken about whatever it is that caused this and it is not just an attempt to avoid payment. I will know soon as this can be easily resolved as suggested if your true intentions were sincere.


D. < surname removed >

Posted on February 3, 2020

AskGamblers Complaints Team has been provided with clear and undisputed evidence on behalf Cool Cat Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

By subscribing you are certifying that you are over the age of 18.

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