Cool Cat Casino - Pelaajien kotiutukset evätään.

All withdrawals were denied and I withdrew the withdrawal amount after the Playthru was over to …… I put my money with their money and they told me it was no rules…

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cool Cat Casino

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain the situation in more detail?
• What does the amount $20000 represent in your situation?
• Could you please share a screenshot or a link to the bonus you accepted and played?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

OK, I have to go on my computer in order to load the videos and such

Good news, Fatima!

Your account has just been credited with $58.2. Thanks for being an active player - it’s always great having you on the reels.

Remember, each week you can get some cash back and play on the house. It’s based on your deposits from the previous week (Monday to Sunday), so be sure to keep the bankroll going if you want more credit. Also, the higher your VIP level, the bigger your credit will be (it can go up to 40% of your deposits – all credited back into your account).

If you want to get ahead on your deposits for next week AND land a jackpot while you’re at it, check out this bonus (it’s most claimed by VIPs): a 195% NO MAX CASHOUT Bonus with code: JACKPOT195

Don’t forget - if you get your bonus now, you’ll be on the list to receive another cash credit at midday next Sunday (ET).

CLAIM NOW

Now that’s Cool

The CoolCat Team

Email: help@coolcatmail.com

Chat: Live Chat

They are constantly giving me no no max cash out and no rules because they know I want the potential of making money. I’m not clicking buttons for fun. I mean, I want the possibility that I can win and withdraw… I am still in shock because they denied all all of the withdrawals all of them …wow….. right before that he told me I had a no max cash out and no rules ……. I’m still in shock.

these are the play throughs that I have to suffer through in order to get to a win and as you can see is always zero cash out or no rules. If you read the whole page, you can see their various promotions and enticements..

I went over the communication you shared in the thread and in my email.

Please note that many of the screenshots and the communication you provided were regarding issues with other online casinos. Even though they are associated with each other, please note that we can process and contact only one online casino per complaint. I kindly ask you to share only information relevant to the complaint for this casino.

If you have an ongoing issue with another online casino, kindly file a complaint for it as well, and we'll try to assist you.

From the screenshot you provided, I can see a large amount of your winnings in this casino was confiscated.

• Were you given a reason for the confiscation of your winnings?
• Have you accumulated these winnings with the help of a bonus?
• Do you believe the confiscation shouldn't have happened?

Please let me know

Comprehensive Evidence Submission – Deposit, Withdrawals, and Coupon Removal (CoolCat Casino – September 23–26 & October 4, 2025)

I’m submitting this full set of evidence to clearly document my deposit, withdrawals, and the removal of the "LOYALTY" coupon from the CoolCat Casino system.

Exhibit D – Deposit & Withdrawal Timeline (Sept 23–26, 2025)

Shows my Bitcoin deposit of $388, redemption of the "LOYALTY" coupon several hours later, and multiple withdrawal approvals totaling thousands of dollars. This confirms that I played with real deposited funds, not a free chip or no-deposit bonus.

Exhibit E – Example of Active Coupon Display

Demonstrates what a valid coupon looks like on the CoolCat site (example: "50CHIP"), showing that active coupons normally display full terms, including max cashout limits and bonus details.

Exhibit F – ‘LOYALTY’ Coupon Disabled / Removed (Oct 4, 2025)

When entering "LOYALTY," the site now displays "Invalid coupon code." This indicates the coupon was removed or deactivated after my winnings were confiscated. This prevents verification of the original terms, which is critical to determining whether my $16,000 confiscation was justified.

Taken together, these screenshots show that:

I made a legitimate deposit and won during normal play.

The casino initially approved multiple withdrawals before reversing them.

The "LOYALTY" coupon, central to this case, was later deleted or hidden from public access.

I respectfully request that the mediator require the casino to produce the exact ‘LOYALTY’ coupon terms in effect on September 23–24, 2025, including any cash-out limits or wagering requirements. This information is no longer visible on their site and is essential to resolving this complaint fairly.

— Fatima *****

Additional Evidence (Exhibit H):

For transparency, I’d like to share supporting evidence of a previous verified case handled by Casino.Guru that involved the same casino group and the same "Loyalty" bonus conditions currently in question.

Exhibit H – Prior Verified Complaint

Attached is a screenshot of my prior complaint against Sunrise Slots Casino, submitted August 31, 2023, showing it was resolved and paid ($2,500) after intervention by Casino.Guru. That dispute also involved a withdrawal delay connected to a Loyalty-type bonus within the same Inclave network.

That case was confirmed resolved by Petronela, Head of the Complaint Resolution Center, which establishes clear precedent and confirms that my play and withdrawal history under this network were previously validated and paid.

This current issue with Cool Cat Casino mirrors that same pattern — a valid deposit, playthrough, and approved withdrawal later blocked under unclear or altered bonus rules.

(See attached screenshot titled "Sunrise Slots Casino – Player’s withdrawal has been delayed – Resolved.")

Would you like me to make it sound slightly firmer or more formal/legal (for example, to emphasize pattern and fairness violations), or do you want it to stay in this calm evidence-based tone?

Thanks for your replies.

I understand there are many bonuses the casino offers. Could you please specify which bonus code led you to win the 16000 prize?

What were the bonus rules associated with this code? How was the bonus offered to you? vie email, live chat, etc.

Do I understand correctly that from your point of view, the bonus was either 'no rules' or 'no max cashout'? Would you be able to provide proof?

I kindly ask you to post only evidence relevant to this casino and to the bonus that led to your winnings that were later confiscated, to avoid unnecessarily cluttering the complaint thread. Thanks in advance for your cooperation.

The bonus code was loyalty and is on the accounting how I made a deposit and then after that they applied the loyalty bonus after I deposited 388 and they after I went through the 388 it seems that they applied the loyalty bonus and it was 270 if you look on the ledger, but I don’t know the rules This was a bonus because I lost the chat feed but yes, I only play no cash out bonuses with him and I told him that from the beginning if you give him a bonus, is there no cash out limit and on the phone I always told him that because of the past

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you omgunreal for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cool Cat Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Awesome, thank you they’re still talking to me so I’m assuming that they may be willing I’m hoping

We would like to ask the 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’ which may negatively affect its rating.

Thank you and if they respond, thank you for responding

Dear omgunreal, The casino has provided us with your transaction history, which indicates that the bonus you used was a loyalty bonus with a maximum win cap. It also shows that, following the application of the win cap, the remaining funds were subsequently lost.

Regrettably, in instances where the disputed funds have been lost, we are unable to provide further assistance. Accordingly, we must reject your complaint.

We appreciate your understanding, and we apologize that we could not be of more help on this occasion. Please do not hesitate to reach out should you encounter any issues with this or any other casino in the future.

Kind regards,

Peter