Complaint #105 Cool Cat Casino

Casino changes payout procedures mid stream

By Robin F.

10 years ago

Message on forum

Back in November of 2014 I won $40,000.00 at cool cat I did what I was told and submitted several withdrawals for $2500.00 each, all of a sudden they started splitting the payment into 2 withdrawals of $1250.00 each now I have a withdrawal for $1250.00 they approved on May 26th when I contacted the withdrawal department they said I had to email payments@casinosupportcenter.com to see where the payment stood. Every month it is a problem to get answers and they still owe me over $22000.00 at this rate it will take years to get my money. I followed all their rules to a tee, but they don't play fair with payments, I was told they would pay $2500.00 a withdrawal and that's not true, they make the rules up as they go along. They always blame it on the payment provider, how is it that a first $2500.00 was fine but now I can't even get $1250.00 without a huge hassle. Everything was fine until I quit playing as much and they took my VIP status away and now I have to use their regular staff with no help from them. I am very disappointed in Cool Cat and I have played there for years.

Disputed Casino Cool Cat Casino

Reason Delayed payment

Amount $22000

Discussion

fb_100000239049506

• United States

10 years ago

Thank you Tawni the escalation manager did contact me but the choices for other payment options was not what I would use. I am working now with her on this matter for payments in a more timely manner. Thank you again and consider this particular matter resolved.

Cool Cat Casino

• Representative

10 years ago

Hi fb,

After speaking with our CFO I found the reason for the split payment is due to the withdrawal option you selected. While we were previously able to issue some payments in the large amount this payment option no longer allows for that. This is something that is completely out of our control, however, I have asked one of our Escalations Managers to contact you regarding other payment options.

I hope this helps,

Tawni

fb_100000239049506

• United States

11 years ago

Thank you Tawni for the response. Before my account went to the escalation department and was being processed the normal way payments were timely. It usually took about 15 days total to see the money hit my account. Now the 5/26 payment has been sent to the provider on 6/16 and still no money in my account it has been 4 business days today and by the time I receive it, it will have taken 30 days. I just don't understand the hold up. In reading your post my understanding is once it is sent to the payment provider it still takes an additional 2 - 5 days plus 48 hours (which is 2 days) so a total of 7 days to process. Before it took a total of 3 days at the most.

Cool Cat Casino

• Representative

11 years ago

Hi fb,

Congrats on that great win, but I'm sorry to hear about what's going on with this.

As far as your current withdrawals, a payment in the amount of $1210 ($1250 - $40 transaction fee) was sent to the processor. It takes 2 - 5 business days to be confirmed (beginning 6/16) and once confirmed should take 48 hours to clear into your Visa account.

Your most recent approval was on 6/15 for $1250 will be processed within the next 10 business days.

Regarding why this is being split as it is, I'm looking deeper into this. I will get back to you as soon as I have answers.

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