Complaint #752 Cool Cat Casino

Unreal verification demands

By B N.

3 years ago

On May 29th I played through bonus "latest125". I am trying to cashout $110.00 . I completed the ID verification with my ID and Selfie. They are also asking for a deposit of 30 from a credit card for additional ID verification. Which I do not have . I do not use credit cards. I tried speaking with a representative today on July 9th for another means of this additional verification. I was told no there is no other way. Which I find funny due to the fact that they only handle withdrawals in bitcoin. I have heard of sending 10 through bitcoin to verify but not $30 from a credit card. Hoping you can help me collect my winnings. Thank you

Disputed Casino Cool Cat Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Cool Cat Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Nola504

• Louisiana

3 years ago

Lol Thanks

Cool Cat Casino

• Representative

3 years ago

Hi Bridget--

Apparently, you've not taken any time to read our terms and conditions:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

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:
a. If there is evidence to suggest that you have more than one active account for the Casino;

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

--

Given the fact that you've opened FIVE accounts with the casino AND you've used multiple free chips in each of these accounts (without making a single deposit), it should be quite clear that you are not entitled to receiving one dime.

Your winnings have been voided and your your accounts have been blocked.

I've sent the necessary evidence to AskGamblers management as proof what I've stated is accurate.

Tawni

Nola504

• Louisiana

3 years ago

Waiting to hear back regarding withdrawal. Thank you

Cool Cat Casino Complaint Stats

Resolved 500 / 521

Avg. Amount $3,007

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Cool Cat Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 473 out of 492 complaints in this category have been resolved.

This operator's average complaint duration is 17 days, while the average duration across all operators is 8 days.

Cool Cat Casino Complaints

See all complaints for this casino

Withdrawal delayed twice

After signing up I made sure to verify my identity, bitcoin exodus wallet, & follow all terms of deposit bonuses I used.

Received my first withdrawl via Coindraw and requested my second on Sept 2.

Coindraw option was removed from my account, and I was directed to cancel the Coindraw requests and reinitiate using Bitcoin.

I re-requested my withdrawl for $1756 via standard bitcoin and was given the 7-10 business day approval timeline. It’s now been 12 business days & my case has been “escalated” according to live chat.

The Coindraw option removal right before my funds were about to be sent was upsetting, but now that I’ve covered all bases and requested via the approved bitcoin method, the time period I was given to have to wait has come and gone.

I enjoyed playing here, and the bonuses available when I was considered vip. CoinDraw withdrawal was awesome & painless.

Seems like I've been getting the runaround ever since losing vip status, and I’ve spent thousands here & across the virtual casino group, trusting the given timelines and the CoinDraw requests I put in would be sent to me like the first 2 were.

Please can I get my winnings sent? It’s been over the given time period, and I liked playing here a lot. Great deals and online setup, and I hope to get paid quickly so I can trust playing here

15h left

$1,756

Removed VIP Status Now Delaying Payments

I have been playing with Cool Cat on and off since 2020. In July I won $9,615 and decided to withdrawal my winnings on 07/19/2026. Within days of submitting my withdrawal requests my VIP status was stripped from my user account, my access to coindraw was disabled.

I have been verified on their platform for many years, abide by all TOC’s but
Since submitting my request I have received a single partial payment of $1,250 on 08/07/2026. Every time I connect with I’ve Support they repeat the same script of “your request has been escalated” but still only a partial payment on 08/03/2026 has been received.

Master ID #184739772
Amount: $2,500
• Reviewed
07/19/2026, 06:53:00 PM - ID #317097008

Master ID #184739799
Amount: $2,500
Reviewed
• 07/19/2026, 06:53:58 PM - ID #317097045

Master ID #184739819
Amount: $2,500
• Reviewed
07/19/2026, 06:54:37 PM - ID #317097075

Master ID #184739848
Amount: $2,115
Reviewed
• 07/19/2026, 06:55:26 PM - ID #317097112.

Resolved

$9,615

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