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Cookie - About ROFUS registration / recovering my deposits


Found for the Casino - Cookie Casino are not licensed in Denmark and as such are not part of the ROFUS self-exclusion program.

Read our Cookie Casino Review.

Player's Complaint

Hello Cookie Casino Team,

I've already wrote you once, i've been self-excluded in ROFUS for a long time, and still am to this day:

as the login using NEMID shows, im banned from all online casinos and advertisements from the 03-09-2019.

The details provided is true, and is my own identity.

I was exposed to a gambling annonce from your casino, and suffering from a severe relapse last night. The money that was spend was for rent in my apartement, which was to be used for apartement rent and other monthly bills during this "more than hard corona-crisis". I know that you possibly will look past my complaint, but my deepest wish is that you can refund my deposits to my bank and immediatly block me from your casino and your partners casino.

I used NEMID to deposit money, which should have blocked my access to the online casino. It is also to my understanding that you won't withdraw any winnings to an individual that is part of a national self-exclusion program of the highest level.

I really hope that you can assist me in recovering my lost funds to my bank account, and block me permanently from your services.

Feel free to ask me about any documents or anything that you need.

I have the available data that shows my ROFUS registration and self-exclusion of all online gambling sites.

Read the casino review

1 Responses

User icon
May 3, 2020

Hi jep1993 - welcome to!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to help you in this situation. Cookie Casino are not licensed in Denmark and as such are not part of the ROFUS scheme. You would need to have self-excluded with the operator directly for a self-exclusion to be applied.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we cannot be of further help.


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jep1993 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cookie Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

May 3, 2020

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