Complaint #199 Cool Cat Casino

Keeps giving me the run around with payments

By S B.

9 years ago

Message on forum

On 11/24/2016 I won from a Bonus Cool Cat gave me I followed all the play through requirements. I'm suppose to be a VIP(yeah so is everyone else) so I will get faster payout yeah right it has been over 30 days and I have not received my winnings. I have chatted which takes them what seems like forever to answer. I have called good luck on getting anyone to answer their phones timely I keep getting a computerize message requesting I leave a message. So now I have to constantly call them and I'm told it's the payment processor fault that is why it's taking so long . I don't usually do withdrawals and in the past have had horrible experience with them paying in a timely manner taking more than 60 days to pay me a small amount. They really need to pay their customers in a timely manner and stop making ups excuses. I have a VIP host I don't know what's the point he rarely answers any of my email and I was looking forward to receiving my funds boy oh boy was I in for a surprise. I have been told more than once that my funds are on its way and I should have received them on 11/23/2016 which is the end of the week. Guess what the funds are not on its way and I love how they use business days. They claim their working on improving they should be working on closing down I'm very frustrated. I advise anyone looking to play with them please do not waste your time you will never get paid on time and you will be given excuses after excuses. I have decided that once I receive my fund I'm no longer doing business with them. I will be closing my account as soon as I get my fund that is if it ever happens. I hope their happy they just lost a long time player who rarely cashed out.

Disputed Casino Cool Cat Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

soveu47

• California • 5 reviews

9 years ago

Hi AG,
I finally received my withdrawal once it went to bitcoin it took 48 hours for the complete process and I was charged 75 fee by bitcoin for conversion of dollars but, finally my issue has been resolved. Thanks for letting me post my complaint. 11/27/2016, 12/7/2016 received 12/26/2017.

soveu47

• California • 5 reviews

9 years ago

(Some information has been redacted for privacy purposes)

Jan 23 at 10:47 PM

General Info
Chat start time Jan 24, 2017 1:07:54 AM EST
Chat end time Jan 24, 2017 1:47:07 AM EST
Duration (actual chatting time) 00:39:13
Operator Neo (NJ)

Chat Transcript
info: Please wait for a CoolCat agent to respond.
info: Your chat transcript will be sent to @yahoo.com at the end of your chat.
info: Thank you for contacting CoolCat Casino. My name is 'Neo (NJ)'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.
Neo (NJ): Hi Neo here
Neo (NJ): how may I help you?
me: Hi an you tranfer me to vip host cc and I received a call today
Neo (NJ): You are with a VIP host right now.
me: from laurie or laura she left me a message
Neo (NJ): I see, what was the message?
me: I like to know if they found my money yet?
Neo (NJ): If they found your money?
Neo (NJ): More specifically, a withdrawal?
Neo (NJ): I see a note placed that the wire was REJECTED.
Neo (NJ): $.
Neo (NJ): 1/23/2017
me: so what are they going to do?
Neo (NJ): We have the option for Bitcoin available
me: because my wire for xxx which was suppose to be xxx went thru and that does not make sense
me: I do not believe the payment processor I don't think they sent it
Neo (NJ): It was sent and returned according the notes placed upon your account.
me: than I suggest they send it in different increments because the one on 12/20/2016 went thru
me: Yeah I don't believe them
Neo (NJ): I am not sure that will be an option, the notes placed suggest Bitcoin is the best withdrawal method for you.
me: because my bank said there was no attempt made to my account
me: ok so how do i Use it?
Neo (NJ): I am not sure--------about that, I do not work for finance. You may contact them directly here: payments@casinosupportcenter.com
me: I have an account and Im not happy with this
me: and now your telling me to use some other form heck no
me: I want my money in my account expedited tomorrow and no excuses
Neo (NJ): Do you have a bitcoin account crytpo address?
me: yes I do
Neo (NJ): Can you send it to me please?
me: yes one sec please

Above is the baloney I have now been informed of ; I requested an actual proof that the wire they claimed was sent and all he did was a cut and paste uhmm that is not official. And so now their excuse is after all this time that it was rejected which I find it hard to believe because the third withdrawal amount which was smaller went out last was sent according to them on 12/20/2016 and I received that one in the same bank account which they claimed rejected it. So now I'm being told that I have no other option then to put it in through to BC and I hope it goes through because I'm tire of cc and their games and then I'll have to deal with BC and hope I don't get charged ridiculous fees amount. AG please keep this open until I receive my final payment I will be back to update once they send me my final two payments. I'm not happy about this at all and cc has just lost a good customer I can't believe I have to go through this since 11/24/2016.

soveu47

• California • 5 reviews

9 years ago

It is now 1/21/2017 and I still have not received my first withdrawal which was bigger than the small one I received. Elena has been of no help and Tawni never contacted me. The only thing elena kept on having me do is send her repeated copies of my bank statements and snap shots of my account stalling and wasting my time. Then she would claim that she could not open them but I had tested the documents prior to her telling me that and I knew it to be a lie. So I keep playing phone tag and chat tag and still nothing this was approved on 11/29/2016 sent to their payment processor according to them on 12/7/2016 and still I have not received my first and big withdrawal. I called again and was told they'd call me back which they did after checking they claimed that their pp sent the funds to my account on 12/20/2016 funny the funds never reached my account. And I continue everyday to check with my bank and they have no record of any funds during that time or for the amount being sent to my account. So now they claim they will have to do a trace; I find it funny that they would give money to a payment processor and not do follow up to ensure that the funds are being sent to their players. There is no excuse for a business to be blaming a payment processor for their poor service of getting their clients their funds. I mean who would just send money to a payment processor and not make sure it went out and I mean one host bragged to me that they sent them 7 million if that was even true. I really don't care I want my money and I will get it even if I have to take them to international court. I'm tire of their games and stalling I'm done with them and their excuses. I was told to contact them next week and they should have the trace number for me like that's going to help me get my money. They need to get another payment processor this is so ridiculous.

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