Cool Cat Casino - Refusal of paying legitimate winnings

Debbie Dutra-Fischer United States
posted on July 30, 2015.

I deposited 50.00 into my account. I won 200.00 and asked for a withdrawal. Did live chat to see how to go about getting them the info they need. They proceeded to tell me that I must request 275.00 withdrawal in order to claim 100.00 there were no play through requirements and no rules on this deposit. This is not a fair exchange and when I asked the support person, stating I was a cash depositor, and my winnings had no rules, and that I needed to clarify that if I am a cash payer and win money, that you cut my winnings in half?? They replied YES!

posted on August 5, 2015.

Any update considering your complaint? Thank you.

posted on August 9, 2015.

Hi fb_102­050­530­053­49154,

Sorry for the delay in response.

I've looked into this for you and what was previously explained to you is accurate. I'll explain:

You made a $50 deposit, claiming the NORULES bonus in the amount of $175. With this, you requested a $100 withdrawal on 7/23 and another $100 withdrawal on 7/30. As this bonus was non-cashable (meaning it is sticky and you are unable to withdraw this) AND the minimum withdrawal would be $100, you would have needed a minimum balance in your account of $275--$175 to cover the non-cashable bonus and $100 for the minimum withdrawal.

You can see this is clearly spelled out in our Terms and Conditions:

“…Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won…”

“…All Deposit Bonuses for Slots and Keno with No Restrictions (No Playthrough and No Max Cash-Out) come with our software minimum of 1X Playthough (deposit + bonus amount) before the funds become withdrawable. Even after completion of the playthrough, playing anything other than Slots, Keno, Bingo and/or Scratch Card games will void any and all winnings. Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request…”


I hope this clears things up for you.

All the best,


posted on August 12, 2015.

Are you satisfied with a casino's response? Can we close this complaint, thank you?

posted on August 15, 2015.

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.