Complaint #404 Cool Cat Casino

Waiting for $500 Withdrawal since September 24th

By frantic63

7 years ago

Have been waiting for withdrawal initially 24th September but issue started back in July. A summarised timeline below of issues but not inclusive of all the contact I have had to make. Sana stopped replying to my emails and no one responds from help or support at all. Chat advises to come back in 48 hours each time I contact. Sadly no alternative but to make a complaint and take it as far as I can.

19.7.18 - Chat:Gordon: Confirms documents up to date and ok to withdraw
19.7.18 - Request btc withdrawl, send btc info to payments@casinosupportcenter.com as requested
20.7.18 - Chat: Mathew: advises me payments claim no email received
20.7.18 - I send btc withdraw info again
23.7.18 - Email received from Sophie (payments) advising unable to update payment method as now they need all my documentation
29.7.18 - I Email all ID verification
31.8.18 - Email received from Kelly advising documents completed and I am verified and okay to withdraw
24.9.18 - Request withdrawal
25.9.18 - Email from payments requesting ID verification yet again through Hooyu
28.9.18 - Email from documents advising I am verified again
29.9.18 - Enquire with chat to ensure all ok, advised I need to send in documentation
29.9.18 - I email credit card authorization form and ID again
7.10.18 - Chat: Enquire re withdraw status, chat advises no btc info received. Must now provide 2 forms ID & photo holding newspaper with days date visible
7.10.18 - Email all documentation and all btc wallet info again to both payments and documents
11.10.18 - Email received btc withdrawal approved
16.10.18 - Email received from Mirja (casino support) advising credit card info verified (again)
24.10.18 - Chat: Matthew : Advises that payments have no btc info. I send email yet again, Matthew confirms they have received and will be posted in an hour
24.10.18 - Chat: Alicia : I enquire that all is done 6 hours later. It is not. Alicia advises to contact chat in a few hours
24.10.18 - Chat: Dominick : Confirms he can see in system btc address has been received, approved and posted. Says he has escalated payment
25.10.18 - Chat: Candace : I enquire re expected payment into my bitcoin wallet. Candace advise she can see no payment method in system. Tells me to send all info again
25.10.18 - I email all btc wallet info and ID again
30.10.18 - Chat: Jeffery : Withdrawal enquiry. Jeffery apologises for delay and says he has escalated payment.
1.11.18 - Chat: Ross r & Sana : I check all is ok. It is not. I am advised by Ross that although btc withdrawal was approved 11th October, they will now not pay me via bitcoin and Sana advises I need to send bank wire information
1.11.18 - I email all bank wire information
5.11.18 - Chat: Ross : I enquire if everything is ok. Ross advises delay in document processing and to contact again in 48 hours
7.11.18 - Chat: Alicia : Alicia advises they need bank details. I provide her with details via chat and send email to payments. Alicia confirms it has been prioritised for payment.
11.11.18 - Chat: Enquire re progress, chat advises bank details not received.
11.11.18 - I email bank details to payments yet again
11.11.18 - Chat: George : Advises me my payment has been escalated
11.11.18 - Email received from Sana asking for bank details to escalate payment
11.11.18 - Email sent to Sana with all details requested
12.11.18 - Email received from Sana asking for BSB (already provided) and currency (obviously AUD)
12.11.18 - I email information to Sana
14.11.18 - Email received from Sana asking if bank will accept deposit in usd
14.11.18 - I email Sana advising of course they do and query why I can not just get payment in bitcoin as initially approved
16.11.18 - I receive email from Sana advising process has taken too long and withdrawal has been reversed
16.11.18 - I request withdrawal again.
18.11.18 - Email received from Sana advising payment method has been updated
30.11.18 - Email received from Sana advising withdrawal approved and payment will be deposited within 10 business days
18.12.18 - I email Sana as no payment received and it's nearly Christmas. I beg to have an answer as I was relying on funds. I receive no response..
21.12.18 - I email Sana as still no funds and I am desperate now
21.12.18 - Chat: Matthew : Advised to come back to chat in 48 hours if money not in bank
24.12.18 - I email Sana to check on status but receive no reply
27.12.18 - Email received from Sana advising she will get back to me with an update after holidays
9.1.19 - Hearing nothing I email Sana Gill asking for an update status
12.1.19 - No response from Sana so I email again to ask for an update
14.1.19 - I email Sana yet again, thanking her for her time but advising I need to take it further - no response
26.1.19 - Chat: Jason: Advises payment escalated and to contact finance on Monday
Have had enough........
Have copies of all transcripts and emails. I'm sure everyone would agree I have been more than patient, and as my chat transcripts will show, polite, non abusive and compliant. Please deposit my funds of $500, 5 months is long enough. You have no problem taking my money?

Disputed Casino Cool Cat Casino

Reason Delayed payment

Amount $500

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team have been informed by the player via email that their complaint has been successfully resolved.

The case is being officially closed now.

frantic63

7 years ago

Thank You Tawnie, I will give it until the end of week to hit my bank and post an update.
Kindest
Irene

Cool Cat Casino

• Representative

7 years ago

Hi Irene--

I apologize for the difficulties you've been experiencing with this.

You'll be pleased to know that your withdrawal was sent to our processor, last week: 2/1 Paid $487.50 + $12.50 Service Fee for transaction #170895401. As our processor is affected by the Chinese New Year holidays, this is slightly delayed, but I would expect the funds to reach your account early this coming week.

All the best,

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