Complaint #464 Cool Cat Casino

Unjust theft of my money then account closure

By accounting209

6 years ago

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We regret to inform you that your casino access has been revoked.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.

Regards,

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.

Thanks,

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

Disputed Casino Cool Cat Casino

Reason Declined payment

Amount $1000

Discussion

AskGamblers

• Support Team

6 years ago

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.

Inactive user

6 years ago

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.

Thanks,

D. < surname removed >

Inactive user

6 years ago

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

6 years ago

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.

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