Cool Cat Casino - Player’s withdrawal has been delayed for over a month.

I won a jackpot and made all playthrough requirements. I was verified the next day and initiated withdrawal. Then verified a second time a week later. Then nothing for the last 3 weeks. I asked the customer support and they said they escalated it to the payments department. So i check back a week later and nothing. They just give me the same old scripted answers. After reading some reviews about this casino i'm wondering if i'm going to get paid at all. Been a month and withdrawal hasn't been approved. After approval they say it takes 7-10 days to actually pay. This place is horrible.

Dear Patrick,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please specify which payment method you have opted for? Have you withdrawn any winnings successfully in the past from this casino?

In the meantime, I would suggest checking our review for Cool Cat Casino: https://casino.guru/Cool-Cat-Casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I used bitcoin and its my first withdrawal here.

Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Patrick,

I’m sorry to hear about the complications you have been experiencing trying to withdraw your funds.

I’d like to invite Cool Cat Casino into this conversation.

Dear Cool Cat Casino,

Can you please indicate the current status of the player’s withdrawal request?

We would like to ask Cool Cat Casino to reply to this complaint. We are extending the timer by 10 days. 

Why? They dont respond in 7 days and you extend there timer 10 days?? Is that your strategy to wait them out? I've waited over 6 weeks now and nothing from them. I thought you guys were a site for players getting screwed over. I can just wait all on my own ya know what i mean, thought you guys had more then that.

Dear Patrick,

Unfortunately, there’s not much we can do without cooperation from the casino’s part. It is a standard procedure to extend the timer by 7 days, and by 10 days during the holiday season if the casino or the player fails to respond in the initially given time frame. At the moment I can only recommend you to stay patient.

Hey all,

Sincere apologies for the lag on my end here, still playing catch up after the holiday.

I've dug into your case Patrick and I'll see what I can do for you, I've submitted the win for review with the head of the requisite department and anticipate some response relatively soon.

I'll update you when I have further news.

Best wishes,

Nick and Cool Cat

Thank you, Nick and Cool Cat Casino, for your reply. We will wait for further updates.

Yeah the holidays..good excuse. Meanwhile you said just wait..well i've waited now 2 MONTHS and nothing. So how long am i supposed to wait? This is ridiculous!

We would like to ask Cool Cat Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hey Patrick,

No excuses, just logistics my friend. Nonetheless I am pleased to say we got some movement for you and the first payment went out via Bitcoin on the 15th.

Please confirm that it arrived for us if you would.

Thanks and best wishes,

Nick and Cool Cat

Thank you, Nick and Cool Cat Casino, for the update.

Dear Patrick,

Have you received the payment?

yes i received the first payment now im surprised the second hasnt been approved yet it was right behind the first one. again its been over 2 months now...

Dear Patrick,

Have you tried contacting the casino’s customer support regarding the status of your second withdrawal request? Since Cool Cat Casino belongs to a group known for longer-than-usual withdrawal processing, I would like to kindly ask you to wait one more week. If there’s no progress by then, we will intervene. I truly believe it’s only a matter of time before your second withdrawal will be approved.

Intervene? Uh thats why i tried using you guys in the first place...not to tell me to just wait?? I can wait on my own..its been over 2 months, wanna try for 3? I speak to a rep every day but get the canned response and nothing ever happens,i never get any follow up email or anything. I didnt even get a payment email. i had to log into blockchain to see it surprisingly. This place sucks so bad i cant even tell you how bad they are. How on earth are they 8 stars on here?!

Dear Patrick,

Based on our experience with casinos from the group Cool Cat Casino also belongs to, in cases like this we often have to assume that it’s only a matter of time before a withdrawal is successfully processed. That’s why we also include a warning about this fact in our review. I’m really sorry to hear that there’s been poor communication from the casino.

Dear Cool Cat Casino,

Can you please indicate the current status of Patrick’s second withdrawal request?

Well after almost 3 months they have decided to finally pay me both withdrawals. Let me say this is by far the WORST CASINO I'VE EVER PLAYED AT AND IVE PLAYED ALOT! Stay away from coolcat unless you like getting paid months later. And casino guru...thanks for all your intervention lmao! Coolcat should be blacklisted for slow payoffs and not be recommended on casino guru. I could give you alot of reasons but paying a winning customer months later is ridiculous in this day and age of bitcoin and withdrawals that take minutes not MONTHS! You are warned.

Dear Patrick,

Unfortunately, withdrawals often take this long in these casinos. We are aware of this and therefore we warn players about this reality in our reviews. All in all, I’m very glad that you finally received all your funds. Thank you for using the Casino Guru complaint resolution center. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru