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Cookie Casino - hold my winnings

Ruling

Found for the Casino - The play that resulted in the loss the player is contesting came from their login, IP and device. As such, if there was a security breach, it was at their end.

Read our Cookie Casino Review.

Player's Complaint

Hi so i won 2,450 EUR at november 8 and i requested for a check out at 03:08 am. i received an e-mail off it with (We received your request to withdraw 2,450 EUR.) after that they told me there's a duplicate account in my household and that that person needs to verify herself by uploading some documents (my sister) so she uploaded everything. after that i send them a message that she uploaded all here documents and everything was oke and i received an confirmation mail off it, after i won i left 60 euro on my account and go to sleep and when i woke up i was lookin if the cash out was approved, so i checked my e-mail and there was nothing and i logged in my account and it said (Your account is disabled.) and that i requested that on their chat online??? why would i even let my account get disabled. moral of the story they told me that i used all the money that i won? and that they don't see anything on my account anymore?? thats really stupid, i've the mail here with the withdrawal request and if i cancelled the withdrawal i would also receive an mail so thats a whole lie, i've also screenshots of the amount on my account. i just want my money and never play on their site again.

Read the casino review

6 Responses

User icon
thepogg
November 9, 2021

Hi Chontay - welcome to ThePOGG.com.

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

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 – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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.

Please quote the reason that the operator gave for voiding your balance.

Thanks,

ThePOGG

User icon
Chontay
November 10, 2021

Hi, they said ''i've canceled my withdrawal and played your balance, after which requested to close your account'' but thats is very strange? so i requested for a cashout at 03:08 and i received a e-mail that the cash out is in process and then i go to sleep. if i declined the cash out i would also receive an e-mail off it?? and why would i even close my account if i didn't receive anything.

User icon
thepogg
November 11, 2021

Hi Chontay,

So you are asserting that you did not cancel the withdrawal or play these funds down?

Thanks,

ThePOGG

User icon
Chontay
November 13, 2021

Yes

User icon
thepogg
November 15, 2021

Hi Chontay,

We'll contact the operator to see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
November 16, 2021

Hi Chontay,

I've reviewed this matter with the operator and sadly we are unable to support your claim.

You are correct that you placed a withdrawal for €2450 at 03:08 am on the 8th of November. However, this withdrawal was reversed 03:23am. The funds were then put into play and subsequently lost on Crazy Time between 03:23am and 04:39am. Then at 04:43am your account contacted support and requested to close your account.

While we cannot state as an absolute fact that you engaged these actions, we can state as a certainty that whoever did this had access to your log in details, was accessing from IP addressed that you have previously used and was accessing from a device which you have previously used. That being the case, if this play was not engaged by you it was engaged by someone who had access to all of these things. As the security of your account is your responsibility, this would not be grounds to seek the operator to return losses.

Sorry we cannot be of further help.

ThePOGG

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Agreement

Chontay 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

November 8, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.