Complaint #380 Cool Cat Casino

$9,000 in my account locked out, no communication

By ed22222

7 years ago

Message on forum

I set up a account with Cool Cat Casino this past week or so give or take a few day. I had been gambling on Keno an hit quit a large sum of cash. I kept playing for a few then decided that I would see if I met my the amount stated from the bonus I had used when I first opened the account . As you can see from your records as well as mine . I talked to a phone rep shortly an was told congrads on the $10,000 , He then advised me to send proof of docs to be able to withdraw since i did in fact meet my amount needed an then some to keep my winning.when tried to withdraw my money about $8900 left to cashout in account balance. The phone rep had then told me that I would be getting my cash in $2500 at a time even... He started live chat again asking if i needed help with anything further?, I asked can you please text me the info I need to send proof to ? " no problem", and said to send info to documents@coolcatcasino.com witch i did. i followed everthing asked of me . then the very next day i wanted to play some games online a measage poped up and says cant log in to my coolcat account . email has been sent to me at mgiven@micos.......com but theres has been an issue with my email so i asked live chat coolcat helper at that time .if they could help me with that issue witch is my work email witch i no longer have access to mgiven@microsof.....com and have no control over accsessing it at such time . Being very clear an respectfull i wanted to see if someone could send me in the right direitcton to help so i could give them a different email address s i could be able to read there email that they sent to me about my account issue in why they did infact closed r restrict me from my account along with my funds an even the funds ive deposited onto my account from my own personal bank card?? ...I got the resonse back .." sorry acount closed and had no info for me....and she typed she knows its frustrating , i feel like she was implying it happens all the time to paying customers ..like myself ..she deals with ..she said but thats it..and then i no longer can get ahold of anyone ...live chat wont pop up anymore... pluse i have called every number i can find online to contact the casino an not one pick up.. Ive been very respectfull and understanding but being locked ut when you have yur own cash n seems like as soon as i went to withdraw my winning ts is how they ended up pushing me ut knowing that they will end up having to pay out an as t seems alot of account holders have an are going thru the same issue. again Ive asked for help with my email account and yet I was treated very rude an I feel like that if you wanted to open a casino an do then there is gonna be winners from time to time correct? Cool cat makes a good large bank sum off us players an thinking that i would give the benifit of the doubt an give good reviews only to be found tat I was just another one of those people they take advantage of .. I would like to resolve this matter asap an hope to hear back with out the same lines of bull that every one gets abut why tey were kicked out or restricted because i made sure all my info all the chats all the everything has been copied, pictures of chats to show al the different resons to why then no reason at all after they seem to run out... please get back as im looking forward to hearing from a real person...

Disputed Casino Cool Cat Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Cool Cat Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino term #5

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.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Cool Cat Casino

• Representative

7 years ago

Hi Marshal--

I've checked into your issue and given the fact that we have no less than seven accounts coming from your IP (with varying similar information on each account), all accounts have been closed and winnings have been voided.

Further, even if you had been eligible for a withdrawal, the winnings you built up were based upon a coupon which carried a 2 x cash out, which would have meant a $100 maximum withdrawal.

All this is moot, however, due to the multiple accounts.

All evidence has been sent to AskGamblers management for verification.

Tawni

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