Complaint #110 Cool Cat Casino

Problems getting paid

By Charc60

10 years ago

Message on forum

I have been playing in Cool Cat Casino after making a deposit, lost my money plus their bonus money and requested to have their $100 era bonus, which they gave me, I started playing with that and worked myself up to betting $50 a spin, won exceptionally amount of times, I then put in a request to withdrawal $2500 on August 1, 2015, manager approved as follows:
09:40 EST

Enter the date range below and then select 'Search' to see your past transactions.
From:
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Date Transaction Amount
08/11/2015 02:34 PM Manager Withdrawal Approved! -$2,500.00
08/11/2015 02:34 PM Manager Withdrawal Requested -$2,500.00
I have sent them numerous emails asking questions about this account and they do not respond, when my acknowledgment states that you would have a response within 1 business day, I followed the rules, bet above requirements and still no response. I did have call from my "VIP HOST" Ryan Stone, who by the way has a nasty attitude , he wanted me to get a ABA routing number and swift code from my bank to do direct deposit and when I gave him th information directly from my bank he insists it is wrong I again called the bank and they say information is right, that they get a lot of international wires from costa rica using those numbers, when I told Ryan this is got very nasty and irritated with me. An help would be appreciated.

Thank you

Disputed Casino Cool Cat Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

10 years ago

Based on the explanations provided on behalf Cool Cat Casino management it is now obvious that casino acted according to their terms and conditions in general and to the terms associated with the promocode HAIRWAY350 in particular. It is player's obligation to read and stick to the terms associated with any bonus which they intend to use. We consider this case as Resolved now. Case is officially closed.

Cool Cat Casino

• Representative

10 years ago

Hi Charc60

What I guess you’re not understanding is that the balance you worked up was based on the $100 free chip, which has different terms and conditions than the 350% aspect of the bonus.

Again, you can find this clearly printed, here: http://www.coolcatcampaign.com/landing/hairway-to-heaven/, which states:

$100 FREE CHIP TERMS: $100 free chip comes with a 30X wagering requirement (60X for table games and video poker), a 1X max allowed cash-out, will only be credited once per redeem of HAIRWAY350 (only if you were not able to withdraw using bonus and deposit), and is good for play in all allowed games. Chip amount is considered cashable and will not be removed from the amount of your withdrawal request. You must contact us to claim.

I’m not sure how else to make this much clearer at this point. I do hope you understand, now.

Tawni

Charc60

10 years ago

This is the bus I used and I still say I am entitled to the withdrawal, I don't understand how they say I'm not

Cool Cat Casino

• Representative

10 years ago

Hi Charc60,

I’m very sorry. Generally I get things right, this time I misspoke when I mentioned the bonus code.

Yes, you had used the bonus code 3060-FREECHIP earlier, however, this had no impact on the issue at hand. You are correct in that you used the HAIRWAY350 chip and this chip (as others) have defined terms and conditions.

$100 FREE CHIP TERMS: $100 free chip comes with a 30X wagering requirement (60X for table games and video poker), a 1X max allowed cash-out, will only be credited once per redeem of HAIRWAY350 (only if you were not able to withdraw using bonus and deposit), and is good for play in all allowed games. Chip amount is considered cashable and will not be removed from the amount of your withdrawal request. You must contact us to claim.

You can find this clearly printed, here: http://www.coolcatcampaign.com/landing/hairway-to-heaven/

I hope this clears things up, now.

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