Complaint #204 Cool Cat Casino

Still owes me $16,000 after paying big win for more than 4 years!

By DOMENICO D.

9 years ago

Message on forum

Hello, I'm a player of on line Casinos; unfortunately whole my winnings of 47.000$ at slots with CoolCat Casino weren't paid: I winned this big sum in September 2012 at slots, so CoolCat Casino began to pay me my winnings from the month of October 2012: for the first four months, from October 2012 until January 2013 he paid me 4 payments of 1250$; then from February 2013 until November 2016 CoolCat Casino paid about 52 payments of 500$, for a total paid to me of about 31.000$, (I say “about” 31.000$ and “about” 52 payments, because only on rare occasions CoolCat made me 2 payments of $ 500 in a month, but they were rare occasions, as well as CoolCat also blew the payment of $ 500 in October 2016: I should request an extract from the historical account Neteller to be much more precise and I can do it if needed !: for example in 2016 CoolCat paid me 2,000$ more, because in a few months has made me 2 payments of $ 500, but in general in recent years, I recall well, that only on rare occasions he doubled payments in a month; however I can control even better and ultimate precision Neteller getting from a historical statement of the payments or even just looking at all the emails confirmation payments from 2013 until today: I can honestly confirm that the amounts mentioned by me are roughly accurate, with small differences only for a few months); then CoolCat didn't pay to me the reimander sums, and they stopped the monthly payments of 500$ !, but I had 47,000 $ won, and then remain still to be paid to me about 16.000$, but CoolCat I is not paying more each month, from December for no reason, and blew the payment of $ 500$ in October 2016)!
I have tried to contact their chat, but they said to me very generally that, perhaps, there were general problems with payments by Neteller, but I replied that they could continue to pay me with another system, but they told me I had to write an email to: disputes@coolcatmail.com. So on 7 January 2017 I wrote to them this my email, and this is a part of my e mail:
Da: xxxxxxxxxxxx
Inviato: sabato 7 gennaio 2017 18.41
A: disputes@coolcatmail.com
Oggetto: login name xxxxxxxx, e mail is xxxxxxxxx -, my neteller account is xxxxxxxxxxx in CoolCat Casino
Hello, please, my login name is xxxxxxx, my e mail is xxxxxxxxxxxx, my neteller account is xxxxxxxxxxxxx ; I winned 47.000 $ at CoolCat Casino and you have always payied my winnings for 500$ every month until last November 2016, but then you stopped payments; please, you are a serious and correct Casino that always payied winnings to winners, and i'm the prove, but now why didn't you pay my winnings to me from month of November?
please, i received another Your last recent payment of the day 2016/11/17: this is the following payment, as reported in my Neteller account: xxxxxxxxxxxxxxxxx
– account holder I am: xxxxxxxxxxxxxxxxx :
17-11-2016 Cool Cat Casino to xxxxxxxxxxxxxxx - Trasferimento da commerciante Accettata 421,59 EUR.
From January 7 I had no answers from disputes@coolcatmail.com, as well as from the month of November 2016 I had no answers from withdrawals@coolcatmail.com; withdrawals@CoolCat-Casino.com, CoolCat Withdrawals; payments@casinosupportcenter.com, notwithstanding the many emails of request for payments and the request for clarification that I have sent to CoolCat Casino!
I need your help: I read that you are a very important site and famous, and that with your intervention have been solved many cases of non-payment by the Casinos, because the positive or negative feedbacks on your site are held in high account by the Casinos on line: please, what should I do? how can I get the rest of my winnings of about 16.000$? of my payments that aren’t not paying me more from CoolCat? Can You take direct action to convince CoolCat to continue with payments of the rest of the payments to me? What can you do in this case? I must warn CoolCat I'm writing a negative feedback on your site explaining everything that has happened publicly? or do I do it directly to obtain a result? ((I'd rather tell CoolCat Casino before writing a negative feedback, because it was always on time payments, but by November 2016 no longer responds to my emails and I is not paying more!) Or what can I do with your help, please? I would like to solve this problem, because it is not fair that they have not paid all my winnings, and there are still about 16.000$ to pay to me: when I played in their Casino I risked a lot of my money, and now it is right that end up paying the rest of all my winnings!
Please, give me a hand to solve this problem;
I’m sorry for the many words, and hope to receive from you help;
I’m waiting your answers,
Thank you very much,
King Regards
xxxxxxxxxxxxxxxxxx

Disputed Casino Cool Cat Casino

Reason Declined payment

Amount $16000

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.

dominicus65

• Italy

9 years ago

Good morning dear Tawni,
good morning dear CoolCat Casino,
I have no words!
Really thank you very much all of you of the Support AskGamblers: you are great and I really appreciate your mediation and your effective and decisive action.
Thank you so much CoolCat Casino that, once again, showed all his professionalism, fairness and honesty: I had never stopped believing in CollCat Casino, because he always paid me on time, every month, my winnings, and in fact I was right , because they have proven to be a great Casino, secure and reliable, trusted, as always, once again!
I apologize to CoolCat Casino if I could not wait for a little delay and I have seemed impatient, and I assure him that I will continue to play with his Group also in the future, because there are beautiful games, its colorful slots where you really win and you can even win a lot, as there are beautiful entertaining table games, its games with progressive winnings ...! CoolCat Casino and his Family are a real a dream!: life, with work, commitments, sometimes is a bit heavy, so it's nice to have a little corner for ourselves; in life it feels good to play, chase away the thoughts in the midst of so many beautiful funny colors of the games of CoolCat Casino and his Family!
I believe that those who, from time to time, continues to play in their life, as they were a child, never get old! The positive role of the game has always been recognized since the time of the ancient Romans, Greeks; it is important to bring out that child is always within us, so life can be lighter, sparkling, and as long as that child within us doesn't die, we will never die ... And when we meet a Casino as CoolCat, which is a Guarantee, it's even better, because at the fun of the games also joins a concrete chance to win nice sums of money!
It 's true, in life money is not everything !, it is important to know how to play and have fun, but when playing also win some money, it's even better ...
Thanks CoolCat Casino, I wish you a wonderful future, and all good.
Your grateful and happy player

Cool Cat Casino

• Representative

9 years ago

Hi Domenico--

Boy, this has been a bit of work, but it appears all has been resolved. In fact, it seems that now we've overpaid you a bit (consider it interest).

I spoke with Elena yesterday, who explained that a payment to you had been issued in the amount of $2500 (paid to you via Neteller). I also spoke with Sophie today and from what I understand, it was agreed that the total due to you was only $730. With this in mind, we've now sorted out any shortfall due to you and you're actually $1770 ahead. ;-)

I'm very happy to see this has finally been resolved.

All the very best,

Tawni

dominicus65

• Italy

9 years ago

Good evening CoolCat Casino,
please, I'm waiting for your answer about the correct quantification of the rest of my winnings, as we agreed. It's been a few days from the email I received from you and from the response that I sent you. Please, I urge you to check the historical extracts of my Neteller account I have sent you, to give me the exact quantification of the rest of my winnings, and to make the right payment to me on my Neteller account.
Thank you very much,
Best Regards
xxxxxxxxxxx

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