Complaint #171 Cool Cat Casino

Delaying payment for over 2 months now

By panicatacgirl

10 years ago

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

10 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

10 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

10 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

10 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 / 521

Avg. Amount $2,992

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

Cool Cat Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 472 out of 492 complaints in this category have been resolved.

This operator's average complaint duration is 17 days, while the average duration across all operators is 8 days.

Cool Cat Casino Complaints

See all complaints for this casino

Withdrawal delayed twice

After signing up I made sure to verify my identity, bitcoin exodus wallet, & follow all terms of deposit bonuses I used.

Received my first withdrawl via Coindraw and requested my second on Sept 2.

Coindraw option was removed from my account, and I was directed to cancel the Coindraw requests and reinitiate using Bitcoin.

I re-requested my withdrawl for $1756 via standard bitcoin and was given the 7-10 business day approval timeline. It’s now been 12 business days & my case has been “escalated” according to live chat.

The Coindraw option removal right before my funds were about to be sent was upsetting, but now that I’ve covered all bases and requested via the approved bitcoin method, the time period I was given to have to wait has come and gone.

I enjoyed playing here, and the bonuses available when I was considered vip. CoinDraw withdrawal was awesome & painless.

Seems like I've been getting the runaround ever since losing vip status, and I’ve spent thousands here & across the virtual casino group, trusting the given timelines and the CoinDraw requests I put in would be sent to me like the first 2 were.

Please can I get my winnings sent? It’s been over the given time period, and I liked playing here a lot. Great deals and online setup, and I hope to get paid quickly so I can trust playing here

Unresolved

$1,756

Removed VIP Status Now Delaying Payments

I have been playing with Cool Cat on and off since 2020. In July I won $9,615 and decided to withdrawal my winnings on 07/19/2026. Within days of submitting my withdrawal requests my VIP status was stripped from my user account, my access to coindraw was disabled.

I have been verified on their platform for many years, abide by all TOC’s but
Since submitting my request I have received a single partial payment of $1,250 on 08/07/2026. Every time I connect with I’ve Support they repeat the same script of “your request has been escalated” but still only a partial payment on 08/03/2026 has been received.

Master ID #184739772
Amount: $2,500
• Reviewed
07/19/2026, 06:53:00 PM - ID #317097008

Master ID #184739799
Amount: $2,500
Reviewed
• 07/19/2026, 06:53:58 PM - ID #317097045

Master ID #184739819
Amount: $2,500
• Reviewed
07/19/2026, 06:54:37 PM - ID #317097075

Master ID #184739848
Amount: $2,115
Reviewed
• 07/19/2026, 06:55:26 PM - ID #317097112.

76h left

$9,615

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