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General Information
Cool Cat Casino was established in 2002, and it belongs to the Virtual Casino Group Casinos. This casino operates with the license from Costa Rica. However, due to their unclear changes in the administration, it is not sure what is happening with their operation now. This casino is powered by RTG, a software provider that is allowed in most of the countries around the world, including the United States.
Moreover, the Cool Cat Casino seems to have a problem with its license, and that doesn’t give off a good impression from the start. Also, we found out that they moved their business to Eastern Europe, although, they haven’t stated that on their website. In order to find out more about the reasons why they found their place on our blacklist, read on.
First Impression
We were disappointed by the basic look of the website, and it didn’t look professional at all. Its appearance was inferior — only the cover photo of the first page had some animations and everything else was blank. The animations are simple and showcase dressed up cats. Also, the logo of the casino is quite basic, and it has a symbol of a cat wearing a hat. Additionally, the main title on the cover photo is about the welcome deposit bonus. Below that, they have the latest updates with the Jackpot winners, and after that, you can see the most popular slot games that this casino has to offer. They have toll-free phone support and live chat customer service that are both available around the clock (as they say). Furthermore, on the main page, there is a promo section where you can find information about all the bonuses that this casino has to offer.
Also, our first impression of this casino was not quite right due to their license. They were licensed in Costa Rica, and we are sure most seasoned gamblers are familiar with the relevancy of that licenses. Licenses from Costa Rica are irrelevant for the gambling industry, and most of the second-rate casinos have a permit here because they can’t afford any other. Therefore, we are quite suspicious of their legitimacy and their reputation. If they wanted to run a proper business, they would have bothered to get a more reputable license, wouldn’t they?
What is more, we also saw that the Cool Cat Casino has a VIP Program that provides their active members with specialized services, such as bonuses & promotions, personalized service, and luxurious presents. In addition, they have 5 levels of VIP membership, and each differs by the deposit amount required in order to reach them, while the last one is offered via invitation only. This invitation can be achieved by being a loyal player at the Cool Cat Casino. However, we are not sure how many of those there are, and we couldn’t find any proof that they even existed. Therefore, take this information about the VIP members with a grain of salt. The same advice applies to the casino bonuses and promotions.
Games and Software
Cool Cat Casino offers both games that you can play for fun and for real money, and it includes over 200 online slots, table, and exclusive games. Moreover, the section with the games is entirely different from the main page. It gives you a whole new impression, which is positive. Here, the graphics and the visual effects are much better, and they’ve divided all games into different categories, so it looks quite neat and organized.
Furthermore, each game has a brief intro about it. And once you click on it, you may enter the game room where you can choose what to play. Also, this casino has guides and “how to” articles that can help players learn more about each game. We found that quite impressive, to be honest. It is not just about playing the games, but also about how they work. As we’ve mentioned above, they have the “Special Games” option, where you can play American Roulette, European Roulette, or Multiplayer Roulette, and these are the games (as they promise), you are going to have the most fun with.
Cool Cat Casino uses RTG software, one of the top software providers in the industry. RTG started with its online casino business in 1998, which makes them pioneers in that field. Since then, they have become one of the most popular game providers both for online and for the land-based casinos.
RealTime Gaming has some of the best games on the market, and they supply more than thousands of online casinos with their titles. What is more, RTG software is fast and easy to use, which is its primary virtue. The online casinos that use RTG have big-hearted bonuses. In addition, RTG has a unique way of conducting their business, and it evidently pays off because they are trendy in the online gambling world.
Their video slot games are one of the most attractive ones — each of them is unique and has a lot of special features (such as free spins for example), and almost all of them have a progressive jackpot. However, good software doesn’t make a good casino. In essence, the main thing that every casino should worry about is to keep good relations with its users. Without the users, a casino has nothing.
User Experience
Although we see that the Cool Cat Casino is trying to solve the majority of the problems they have, somehow, the number of complaints is not decreasing. There is a large number of users who claim to have a problem with the payouts from the casino. Allegedly, they are not cashing their players out, and they are delaying the process of it by making poor excuses and generic replies. In addition, this casino has almost identical answers to the users’ complaints — they are usually not at the office, or they are going to get back to their issue “as soon as possible.” These types of excuses are not going to satisfy the players, especially not the seasoned ones who know how the payout procedures go. For instance, one player had the case where they waited for a couple of months for their transaction.
They told that user that the money was going to be sent within 7–10 business days, but it’s been months without any notification from the casino. However, they replied with additional solutions, and the user got the half of their payment, but still not the full amount.
Moreover, the players usually complained about the payouts, which means that the casino has a problem either with processing them, or they just have lazy customer support. And in order to solve these issues without any further delay, the casino needs to make a few changes in their payout methods. Otherwise, they are going to have an increased number of dissatisfied players.
Another complaint from a user shows other flaws of the customer support of Cool Cat Casino. The user in question was playing with this rogue casino for a long time, and they had difficulties with the payouts in such a way where the casino cut their bonuses and winnings in half. Also, when they wanted to solve the problem, the player unsuccessfully tried to communicate with the support, which just ended up further frustrating them. The player said that this was, overall, one horrible experience. All that he had received from the Cool Cat Casino were low payments and unpleasant surprises.
Pros and Cons
Pros:
- Quality game software
- Game guides in the games section
Cons:
- Payout problems
- Poor customer service
- Legalized in Costa Rica
- Poor quality of the website
Our Verdict
In this case, the Cool Cat Casino is proof of how despite them striving to be good, if the bad practices remain, the results are going to be the same. The casino is trying to fix all the wrong things when instead, they should focus on the most pressing matters at hand — the problems of communication between their clients and their representatives.
And, you should remember – in the world of online gambling, trust is everything. If you destroy the connection between your casino and your customers, you won’t be operating for much longer.
However, we think that the Cool Cat Casino has good potential to become a decent casino if they find a way to solve their problems with their clients (and by that, we mean with all of them) because it’s the only right way of doing business. Also, as we’ve already mentioned at the beginning, their licensing is also an issue because of the questionable regulatory body behind them, so they would have to work on improving that too. But until that happens, this casino remains on our blacklist.
Casino Rating
- Customer Support: 4/10
- Cashout Time: 3/10
- Software: 8/10
- Jurisdiction: 2/10
- Total: 4/10
