Cookie Casino - hold my winnings
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.
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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.
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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.
– 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).
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Please quote the reason that the operator gave for voiding your balance.