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Cool Cat Casino - Waiting 3 months and still waiting for my withdrawal

Libbyooo United Kingdom Message
Posted on August 8, 2017

I sent a month going through a verification process which I passed and now I've been waiting 3 months for my withdrawal to reach my bank account of $550. I keep being told to contact them again in a few days time but everytime I do I'm told they are experiencing delays and to contact them 'IN A COUPLE OF DAY' it's never ending. It's really upset me the whole experience as I was told to wait 15 days and now it's been 3 months, the casino is an absolute joke and shouldn't be allowed to be in business. They're lying to be and I've just had enough now! 😞 I have emails to prove my withdrawal has been successful and have screen shots of the live chat messages.

Posted on August 12, 2017

Hi Libbyooo--

First, I apologize for the difficulties you've been experiencing with this.

I've looked at your account and there's a flag on it, which I'm a bit confused about. Rather than give you any misinformation, I'd rather wait until our Payments Manager comes in, later today. As soon as she gets in, I'll speak with her and come back with a full response regarding your withdrawal.


Posted on August 15, 2017

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Cool Cat Casino management will soon jump in with an update on this complaint.

Posted on August 19, 2017

Hi Libbyooo--

I'm sorry for the delay coming back to you, but I wanted to be 100% certain of the issue regarding your account.

The reason your withdrawal is being denied is because the two deposits you made (30087502 $30 and 30087454 $30--both on April 27th) were uncollected...we never received those funds.

I've just sent you an email regarding this--if you are able to provide proof (this would be by forwarding a copy of your bank statement, showing the transactions were indeed completed by your bank), then we can sort out your withdrawal. Without this, unfortunately, there will be nothing we can do to honor your withdrawal.

Please advise.


Libbyooo United Kingdom Message
Posted on August 20, 2017

Can you please tell my why they weren't deducted from my account when I made the deposit and they went through successfully and I had money in my account to play with?

Can you please confirm what I should be looking for on my bank statements. I did make these deposits and I feel you most prob didn't take them as you didn't want to pay me my winnings which was more than I deposited.

Why also has it taken since April for you to confirm this? I have contacted your team on a weekly basis asking when I should expect my withdrawal and I've never been asked this, I've always been told that I will be expecting it?

I look forward to your reply.


Posted on August 23, 2017

Hi Elizabeth--

Unfortunately, this is something that does occur from time to time and this is addressed within our Rules page on the Cool Cat website (in the General Terms section):


'Some of our processors pre-approve transactions and then process the transactions in a batch process later. If your transaction happens to be declined at that time of it being processed, and if there are winnings generated from your pre-approved deposit, winnings from that transaction will become void.'

I can assure you this is not some sort of tactic to cheat you out of a withdrawal. If you look around the AskGamblers website, you'll see I'm dealing with players owed tens of thousands of dollars. Knowing this, does it stand to reason we'd use something like this against you with a $550 withdrawal as opposed to someone owed $50,000? This is just one of those unfortunate things that occurs--most likely your bank declined the purchase after the initial pre-approval on our processor's end.

If you check your bank statement and find that there are indeed two $30 payments (you'll need to look for April 27th--possibly April 28th, as you're in the UK), please forward the complete statement to the email address you already have for me. If these payments are showing, I will pass this on to our Payments Manager for further investigation. If your statement does not show the payments (which I suspect they don't), there is nothing further I'll be able to do on this.

I genuinely understand your frustration and disappointment for this.

I'll look forward to hearing from you,


Posted on August 26, 2017

Dear @Libbyooo,

Please let us know if there's some update on your issue.

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