Complaint #171 Cool Cat Casino

Delaying payment for over 2 months now

By panicatacgirl

9 years ago

Message on forum

I first initiated my request to withdraw late July - Since then a ton of email transcripts with correspondence from this casino / but my Wire transfer still has not arrived. they claim their "processor" sent it a week ago - but we have already been past 30 days for this. I shouldn't still be waiting. Starting to feel like it wont show unless I complain - here a sample chat :

General Info
Chat start time Jul 21, 2016 11:47:10 AM EST
Chat end time Jul 21, 2016 12:11:42 PM EST
Duration (actual chatting time) 00:24:31
Operator Jay
Chat Transcript
info: Please wait for a CoolCat agent to respond.
info: Thank you for using our LiveChat Service. This is 'Jay'. Please verify your Email and Phone Number so that I can assist you.
: xxxxxxxxx
: xxxxxxxxx
Jay: Thank you for providing me with that information.
Jay: How may I assist you?
: been 48 hours and since i got all documents sent in / havent got notification from cool cat
Jay: it has been forwarded to the documents department. We are waiting on them to approve the documents
Jay: it has not happened yet
: i was told 48 hours / could you check please ?
Jay: We have checked. We can only wait for the documents department to add the note.
Jay: it should be done today or tomorrow at the very latest
: ok we'll see - they sent my documents to other casinos too - but have failed to approve me here / isn't that messed up
: i'm getting emails from club player and other sister casinos , saying my documents were received and approved
: i only sent documents to cool cat
: so that means they have been reviewed and you all are holding up the process
Jay: All your documents are now approved
: ? - are you just making things up as we go , or is that the truth ?
Jay: They have been approved
Jay: Now.
: ok , so i requested a wire transfer .. how long will that withdrawal take ?
Jay: You would need to send information for the bank wire and the timeframe would be standard.
Jay: The time frame for withdrawals is 10-15 business days to be approved and 10 business days to be sent, plus the delivery time, which may vary according to processors limitations.
: send information for the bank ? i already requested the withdrawal and entered the bank details - what other information do i need to send ?
Jay: If you sent the bank wire details you are good to go.
Jay: The withdrawal timeframe is still the same though. You just get the money in your bank account directly
: so 20-25 days from now should have it ? / is there a way to expedite the withdrawal ? 0 i read the terms and conditions , not sure if i qualify
Jay: We cannot expedite withdrawals
: well the terms and conditions on your website say you can
Jay: Not at this time
Jay: We have to stick to the regular timeframe
: well update your website with all this : people should know that youre sendint theyre info to other casinos / document processing CAN be more than 48 hours / the cost to withdraw according to the method / and that expedited withdrawals are not allowed
: if this was listed on the website i wouldnt have to ask here - or wonder ... but the info on your website is different from what i hear - here in chat
Jay: I will pass on your message to management
: YOUR TERMS AND CONDITIONS - do not match when i ask here in chat i hear someting different than what i read on the website
so i shouldl have this withdrawal by august 21? / thats 30 days
Jay: That would be an estimated timeframe for you receiving the withdrawal, yes.

cmon !!! today is 9/1/16

Disputed Casino Cool Cat Casino

Reason Delayed payment

Amount $1604

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.

panicatacgirl

9 years ago

woah woah woah ! just got the money!! hallelujah! ~ you all can close the case :) i cant believe its here FINALLY!@!!!!!

Cool Cat Casino

• Representative

9 years ago

Hi Panicatacgirl--

I'm terribly sorry for all of what you've been through with this.

I've looked at your account and I do see the wire has indeed been sent off to the processor. I'm hoping you'll receive the payment by Friday--if not, certainly it will reflect in your account, early next week.

Again, I apologize for all the delays and frustration.

All the best,

Tawni

panicatacgirl

9 years ago

- each time i contact the casino by chat they tell me" just wait we sent it"- asked for a manager on one chat and was told "i am the manager" / furthermore, i let them know in chat I had a complaint filed here with no response which the chat agent responded with more "i'm sorries: - they keep saying i will be paid but they have not paid me ! - no one explores the idea that maybe there was an error in processing/ and they do not offer details about WHY payment is so much delayed as i did inquire about this with cool cat chat as well // numerous chat histories saved with their funky tactics for delays - // i was able to confirm my bank account number with a cool cat chat rep that they have the correct bank account but the money is still not there - and the bank has no information regarding incoming wires - also tried call the phone number the withdrawals dept provided me / they always play a long song and then the phone hangs up - no one answers calls in withdrawal dept - even when i called early in morning or late in day - anytime - same response/ beyond dissatisfied and really want my money :(

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