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Cookie Casino - missing record of deposit and gameplay

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Cookie Casino Review.

Player's Complaint

I recently made a successful deposit at 9:39pm, |Monday January 25, 2021 and there is no record of this on the casinos site. I was able to proceed with playing the funds on the game boomshakalaka where i managed to increase my funds to over 140 dollars, in which there is also no record of this happening. As i was playing this game the site froze and i repeatedly tried to reload and was unsuccessful and was directed to a page called Cloudflare which said there was a problem with the host, cookie casino and instructed me to try again in a few minutes. I managed to resign into cookie casino and my balance showed zero. I checked my history of deposits and my most recent deposit is not there, the same is for the gameplay history, with no record of me playing the game Boomshakalaka. All i have as proof that this deposit was made are screenshots of the confirmation emails i received from cookie casino and gigadat. I hope that the situation can be clarified by the casino so that this issue can be resolved.

Read the casino review

11 Responses

ThePOGG
January 27, 2021

Hi rocketryan - welcome back!

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.

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

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
February 14, 2021

Hi kerrdking79,

What method did you use to make your deposit?

Thanks,

ThePOGG

kerrdking79
February 15, 2021

I used e-transfer.

ThePOGG
February 21, 2021

Hi kerrdking79,

An e-transfer from where?

Thanks,

ThePOGG

ThePOGG
February 28, 2021

Hi kerrdking79,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
March 7, 2021

Hi kerrdking79,

If we haven't heard from you by Friday the 19th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

kerrdking79
March 9, 2021

Yes i made an etransfer through my bank, national bank of canada in the amount of 20.

kerrdking79
March 9, 2021

I only have the conformation emails from cookie casino, Gigadat Inc, and spina?

ThePOGG
March 13, 2021

Hi kerrdking79,

If the deposit was made from your bank there will be a record of the withdrawal on your bank statement. Please send a bank statement showing the dates 25/01 to 25/02 to [email protected].

Thanks,

ThePOGG

ThePOGG
March 21, 2021

Hi kerrdking79,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
March 28, 2021

Hi kerrdking79,

If we haven't heard from you by Friday the 9th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

kerrdking79 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

January 27, 2021

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.