Cookie Casino - hold my winnings

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

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.

Hi Chontay,

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

Thanks,

ThePOGG

Yes

Hi Chontay,

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

Thanks,

ThePOGG

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