Testing Cool Cat Casino: Too Slow Customer Support + 2-Month Waiting for Withdrawal of USD 100 in BTC!

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December 30th, 2024
Back Testing Cool Cat Casino: Too Slow Customer Support + 2-Month Waiting for Withdrawal of USD 100 in BTC!

Inspecting trustworthy online casinos with good reputations among players is usually quite a simple task. The purpose of the test is to confirm that everything runs well, justifying all the positive reviews. Occasionally some unpleasant surprises occur, but those are usually minor inconveniences that can be fixed quickly.

On the other hand, when testing an online casino from the warning list, we commence the entire procedure expecting numerous issues to emerge. This is not to say that some pleasant surprises cannot happen, but let’s face it, the warning sign is usually put next to such a casino’s name in the first place for a good reason.

As usual, before unveiling all the details of the investigation of Cool Cat Casino, we shall guide you through key points of our tester’s journey:

  • Tester of the day: Juggaloroscoe
  • Registration completed on August 7, 2024.
  • Deposit of USD 200 in BTC made on August 7, 2024.
  • The tester attempted to complete the ID verification via HooYu on August 13, 2024, but encountered obstacles; sent e-mail with docs on August 30, 2024, and a couple of times after that; verification completed on September 19, 2024, as confirmed by live chat support
  • Withdrawal of USD 100 in BTC requested on September 20, 2024
  • The tester received USD 99.67/ 0.00102152 BTC on November 21, 2024

Two months to withdraw Bitcoin winnings?! Okay, delays can happen, that’s for sure, but what on Earth went so wrong that it caused such an outrageously long delay? Not cool at all!

Cool Cat Casino Overview

Claiming to be the best US online casino, Cool Cat Casino promises to deliver the best online casino experience. Round-the-clock service, state-of-the-art games, and complete transparency are just some of the numerous advantages this operator guarantees to deliver.

Aligned with Realtime Gaming / Spinlogic Gaming, the operator features quite a colorful selection of slot games, table games, video poker, and specialty games. On top of that, the page is equipped with a decent selection of bonuses and a 5-level loyaltyscheme with numerous perks.

However, if you were to pay attention to the review on our platform, you could notice that things are not as promising as they seem on the surface. As noted, slow delayed payments, delayed withdrawal tactics and voided winnings are just some of the unpleasant surprises players can expect from this casino group.

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What follows is a comprehensive report of our tester’s experience with Cool Cat Casino, so stay tuned and keep reading!

Cool Cat Casino Registration

On August 7, 2024, the tester filled in a sign-up form to join Cool Cat Casino. Registration procedure is completed by Inclave, an identity management platform that helps users securely store and manage their online login credentials.

Cool-Cat-casino-registration

As a final step of the registration process, the tester was required to verify his mobile phone number by entering a code he was provided.

Cool-Cat-casino-phone-verification

Regarding account inactivity, the rule is notably different than in a vast majority of other casinos:

“An inactive CoolCat Account is an account that has not been used within a 2-year period. CoolCat reserves the right to delete an inactive CoolCat Account and its activity and data if you are inactive across CoolCat for at least two years.”

Cool Cat Casino Deposit

As soon as registration was completed, the tester went on to fund his account. He decided to deposit USD 200 in BTC on August 7, 2024.

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Expressed in Bitcoin, the tester deposited 0.00362923 BTC, equaling USD 200.42.

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The money appeared on his balance shortly after.

Cool-Cat-casino-deposit-in-cashier

Deposit options include credit and debit cards, Litecoin, Bitcoin, Ethereum, and USD coin. As far as the dedicated deposit page says, no verification is required for deposits below USD 200.

The transaction should be processed within 15 minutes with no fees applied. The minimum deposit amount is USD 10, according to the cashier, but the payment page says USD 30.

Cool-Cat-casino-deposit-methods-in-cashier

Speaking of the discrepancies, the “Payments” page notes that some deposit methods do come with a fee. The processing time ranges between an instant and up to 5 minutes. When making a deposit, players can either type in the sum they wish to add to their balance or choose a predetermined sum from the cashier.

Cool Cat Casino Gameplay & Customer Support

After boosting his casino balance, the tester went on to explore Cool Cat Casino’s colorful catalog of games. Mighty Drums was his first port of call, followed by Beary Wild.

After finishing this game, the tester reached out to the customer support department to inquire about minimum withdrawal for Bitcoin and wagering requirements on deposits without a bonus.

However, the notification at the top of the chat box indicated that he was 17th in the queue, so no wonder no response arrived immediately.

Cool-Cat-casino-17th-in-chat

While waiting for the response to arrive, he was offered a mini-game in the chat.

Cool-Cat-casino-mini-game-in-chat

A day later, on August 8, 2024, the tester attempted to get responses to the same questions from the day before, but the same scenario happened.

Cool-Cat-casino-mini-game-august-8

What’s even more, he was prompted with some questionnaires where he was supposed to rate the quality of support, answer which games he likes, and so on.

Cool-Cat-casino-question-in-chat

After 13 minutes of waiting and responding to all these questions, a human agent finally announced his presence on live chat.

Cool-Cat-casino-live-chat-human-agent

According to the agent, the minimum withdrawal for BTC is USD 100, whereas the wagering requirements on deposit without a bonus are 1x, and all games are allowed.

Having finally obtained answers to the questions (basically 24 hours later?!), the tester continued to play games. Planet of the ‘Roos was his next choice, followed by Jackpot Saloon, but he quickly switched to Football Fortunes.

Trigger Happy was the next adventure he immersed into, during which he collected USD 45.54, followed by Mermaid’s Pearls and Empress Wu.

Cool-Cat-casino-trigger-happy-win

Cool Cat Casino KYC & Customer Support

On August 13, 2024, the tester accessed the cashier intending to submit a cashout request, but he was notified that ID verification was needed before this step could be taken.

Cool-Cat-casino-id-verification-needed

“18. Before a withdrawal can be processed, the player may be required to provide a government-issued photo ID and a clear selfie of themselves. We might also ask the player to verify their crypto wallet address by making a small crypto deposit before any payout can be sent to said crypto wallet address. CoolCat also reserves the right to request additional information to validate any of its users accounts.”

Cool Cat Casino uses HooYu for ID verification, to ensure as highest possible level of protection of players’ data. The tester needed to submit the front and the back pages of his ID and selfie with a document. 

Cool-Cat-casino-hooyu-verification

On August 15, 2024, the tester checked the status of his documents and discovered that the selfie was verified whereas the photo ID (driver’s license) was still under review.

Cool-Cat-casino-selfie-verified-hooyu

Cool-Cat-casino-docs-under-review

Ten minutes later, the tester was informed that his driver’s license had expired and was asked to submit another document. Worth noting is that documents that expire in the next two months will not be accepted.

Cool-Cat-casino-license-expired

Thirteen days went by, and the tester’s identity was still unverified. According to the notification, some documents were missing.

Cool-Cat-casino-missing-documents

On August 30, 2024, the tester tried luck one more time but kept encountering obstacles. He eventually reached out to the support department, complaining that the system wouldn’t save the docs he submitted.

Cool-Cat-casino-chat-unsaved-docs

He was asked to send documents via mail, and he did so. The tester also asked if the relevant department could update the birthdate, as he accidentally entered it in the wrong format.

Cool-Cat-casino-in-mail-august-30

A couple of days later, on September 5, 2024, he contacted the live chat department once again, explaining all the issues he had regarding the verification procedure.

Cool-Cat-casino-chat-september-5

Being 2nd in the queue should mean that the agent would respond quickly, but no, the tester was once again served lots of waiting, mini-games, and meaningless questions in chat.

After 13 minutes and many dull questions later, a human agent finally announced his presence, and after 14 more minutes of looking into the matter, he told the tester that the front of the ID with all four corners visible was still missing.

The tester noted already submitting the required document, attaching a screenshot of the mail which confirms so in live chat.

Cool-Cat-casino-screenshot-in-chat

The agent noted that such requirements were among the newest updates, asking the tester to provide the document again, but the tester insisted that he had already done so.

Cool-Cat-casino-docs-already-sent

The agent, on the other hand, responded that verification could be completed only after submitting documents of better quality.

On September 19, 2024, after approximately 17 minutes of waiting for a human agent to respond, the tester once again informed the live chat agent about the entire mess regarding verification.

As he noted, he tried using Hooyu, but the documents wouldn’t save. He also tried sending the documents via mail, and even though everything seemed well, he was asked to resend them but in better quality. The tester also noted receiving no response regarding all his inquiries and the status of verification.

Cool-Cat-casino-chat-september-19

Once again sentenced to waiting, after 8 minutes the tester was asked whether he sent the documents to the right address, which he did, of course. To confirm so, he copy-pasted the auto-response which aimed to confirm that documents were received.

Cool-Cat-casino-auto-response

After a couple of minutes, the agent finally confirmed that the documents were verified, adding that he could place a withdrawal request.

Cool-Cat-casino-docs-verified

Cool Cat Casino Withdrawal & Customer Support

A day later, on September 20, 2024, the tester placed a withdrawal request forUSD 100 via BTC.

Cool-Cat-casino-withdrawal-amount

A confirmation e-mail that the withdrawal request was placed successfully arrived as well.

Cool-Cat-casino-withdrawal-request-placed-successfully

According to the notification, the request takes 8 business days to be processed. That’s significantly longer than the industry’s average, especially keeping in mind that he opted for crypto, which should be synonymous with efficiency.

Eight business days, plus weekends leads us to, let’s say, October 2nd or 3rd. Yet, on October 18, 2024, still without the outcome of the request, the tester reached out to live chat support to find out what was going on.

Cool-Cat-casino-a-month-without-withdrawal

Surprisingly, the agent responded relatively fast, justifying the delay with a large volume of requests. He asked the tester whether he could provide the crypto address, so to speed up transaction processing.

Cool-Cat-casino-large-volume-of-requests

He did so and also asked whether he would receive any communication regarding the outcome. The agent informed him that he should expect the update and the processing to arrive up to a maximum of 72 hours.

Cool-Cat-casino-processing-in-72-hours

On October 21, 2024, the tester received an e-mail that the money was on the way and should be credited in 7-10 working days.

Cool-Cat-casino-money-is-on-the-way

Doing the maths, the tester hoped that the money would finally arrive in a couple of days, but that didn’t happen. On November 7, 2024, many days after being promised that his request would be expedited, he once again contacted the live chat support.

He was once again asked whether documents were sent to the right address, which he confirmed and added that he was promised that money would be granted in 7-10 business days. Instead, three weeks went by just like that.

Cool-Cat-casino-waiting-three-weeks

The tester was told that his case was (once again) forwarded, with 24 hours as the promised timeframe for the process to be finalized.

Cool-Cat-casino-should-be-finished-in-24-hours

Two months after submitting the cashout request, the tester finally received USD 99.67/ 0.00102152 BTC on November 21, 2024.

Cool-Cat-casino-withdrawal-received-on-november-21

Withdrawal options include Bank Transfer, Bitcoin, Coindraw, and Check Transfer, whereas the minimum spans from USD 20 to USD 100. A fee is either nonexistent or up to USD 40/ 5%, depending on the method selected. Processing time is between 7 to 10 days for all methods except for Coindraw, which requires 0 to 7 days to be processed.

Cool-Cat-casino-withdrawal-options

“Pending Withdrawal Limits

Each player can request a maximum number of pending withdrawals equal to four times their current weekly limit. Weekly limits start at $2,500 per week and can be increased based on VIP level.”

In case the requested amount is divided into installments, each transaction will have a separate approval time.

Conclusion

“Cool cat” is an expression that is used when we want to describe that a person is casual, easy-going, and calm. Cool Cat Casino seems to have taken that for granted, as it doesn’t appear to have been disturbed for treating a client the way it did.

Playing games is cool, but playing waiting games and leaving a customer waiting more than 10 minutes to respond on multiple occasions and two months for Bitcoin cashout is really uncool!

Our test confirmed that the warning badge is more than well-deserved. Delayed withdrawals aside, this US-friendly casino has serious issues with live chat customer support. On the other hand, it is extremely efficient in sending emails with promotional offers.

Cool-Cat-casino-promos-in-e-mail

Players are advised to be extremely cautious if they decide to visit not only this but other casinos running business under the same group. Although the tester eventually did get his money, a large volume of requests shouldn’t serve as an excuse for so much waiting.

Stay tuned for more informative reports coming soon & gamble responsibly!

“the warning sign is usually put next to such a casino’s name in the first place for a good reason”

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