Cookie Casino - Refund

Hi lillith6 - welcome to ThePOGG.com!

Please ensure you have 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.

Cookie Casino carry clear terms and conditions prohibiting depositing from a payment method belonging to anyone other than the account holder. If you have used someone else's payment account to deposit to your casino account, any play with these funds would be considered void.

In these circumstances it is standard practice to require payment account statements showing each deposit that was made to the casino account before refunds will be issued. Please have the account holder provide these and let us know when they have done so.

Thanks,

ThePOGG

I sent cookie casino every single transfer from the pazsafcard account.

Hi lillith6,

Paysafecards are pre-paid vouchers not in anyone's name. They certainly would not belong to a 3rd party if you paid for them. So why is [EDIT] seeking a refund on PaysafeCard vouchers that you paid for and you owned?

Thanks,

ThePOGG

need your help please cookie casino sent me an email that i can now upload documents and start paying out.. what's the point? my cookie casino was rightly blocked.. it's about the third party's reclaim from his payasafecard account.. why should I transfer something my cookie account is closed.. what's the point? i have sent you every single deposit for the reclaim. now I get such a dubious email??? what's the point? urgently need your help !! the ust but more than very corrupt!

Dear Player,

As we see, you are able to upload documents and start withdrawal, after withdrawal, you will be fully closed. Please clarify, are you able to do this?

Best regards,

Casino Support Team l This is the email from cookie casino now !!! What the hell ??? They must be refund the money from the third party the now it the have 170 refund him but its missing 4421 euro ..the have all single transactions prov from every single cashed in .. I have send everything what the need and now this email ????? Why do this with costumers ??? Everybody can see the is really untrustworthy casino and the give a fuck that people now it .. please help me they must refund this money!! Please do something

Why if that's not dependent on the person, why can you cancel the prize and block my account? since august you only have to pay in via a paysaifcard account .. and this account was registered under the name [EDIT] in my cookie account .. they have accepted deposits from this account without any problems since september .. they only have them because i wanted to pay out a profit I closed the cookie account and cashed in the profit .. why shouldn't there be a return request ?????

Hi lillith6,

Firstly - keep your communications polite and only use language that you would be prepared to use in a formal setting.

To clarify what has transpired here - you have been using someone else's Paysafecard ACCOUNT to depost, not Paysafecard vouchers?

If this is correct, and the account holder is now seeking refund of these deposits, what is the barrier to them providing the account statements they have been asked to provide?

Thanks,

ThePOGG

Cookie casino closed my Konto and cancel my winning !! Since August you only use paysave with a paysafecard account and this account was registrat under the name from [EDIT]..

So why the let me pay from this account under the name from [EDIT] since September more then 4500?euro .. it was possible the take the money was never a problem. The problem was then when I wanted to pay out winning.. so why the take since September all the paysafecard deposit from this konto?

until January there was no problem with the terms and conditions?? and only now that i want to pay out a win is it a problem and is it violating the terms and conditions???

I wrote to you that I had already sent all the individual transactions twice, with the exact date and amount of the deposit.. I sent it the first time 6 days ago.. then you wanted it again, then I sent it back the day before yesterday.. I have explained to them. I've been waiting for an answer for 2 days now.. cookie casino says it's still in progress..it's been like this for a long time..that's why I'm writing to you

Hi there ,

We were informed today by the Paysavecard office that they were asked about eon payments and komto ([EDIT] and then also informed..

I was very happy about that because they have now been confirmed directly by the paysavecard. Now that all of this has been clarified and you had exactly the same information as I already had, I expected a decent and polite answer from you.

but again nothing came all day no information from copkie casino on the course of the payout.

Please understand that I'm really irritated not to hear anything from you again about this .. and although everything has now been proven and the situation has been clearly confirmed .. I expected your side to pay out without delay and inform us about it ..??? So why is nothing happening again and is there a delay of one day again? please process it quickly and start the return request .. thanks for the info and the answers

Hi lillith6,

Firstly - to be clear - we are not Cookie Casino. We do not know what you discussed or provided to them and we cannot action anything directly on your account, nor are we the party that would pay you if any payment is due. We are a 3rd party dispute management service.

If you want to understand how our service functions, I would suggest - as I did in our first response to you - that you familiarise yourself with our Complaint Guidance.

As you have also been told in our first response to you, Cookie Casino has clear terms and conditions prohibiting the use of 3rd party payment methods. Terms that you have agreed to. If you have breached these terms the operator are within their rights to consider any play with violating deposits void.

In this type of situation it is absolutely standard for the operator to conduct due diligence and return the deposits to the payment method that they were issued from.

At the present time we have NOT contacted the operator about this matter. Before this process advances to that point we need you to answer the previously asked question - if the account holder is now seeking refund of these deposits, what is the barrier to them providing the account statements they have been asked to provide? Have they already provided account statements? (not simply a list of transactions)

Thanks,

ThePOGG

for the fast answer,

We have already sent Cookiecasinos screenshots of the paysav account..

[EDIT] also requested an account statement directly from Paysavecard.

As soon as he gets the statement he will send it to Cookie casino.

He could certainly have done this a long time ago if cookie casinos had defined exactly what they really needed..

they wanted screenshots of his paysave card kpnto where name, email and customer number and the transactions made with date, time and amount.

So I'm wondering why you didn't request a bank statement straight away.. this saved us a lot of time, work and hassle..

should i also send you a bank statement? or should I let you know when cookie casino has received the account statements?

thank you for your time

Hi lillith6,

Again - we are NOT Cookie Casino. We do not know what their team has requested of you and are not the party conducting verification.

At the present time we are simply advising you regarding the quickest and simplest way to resolve your issue as the issues you are experiencing are not of a complex nature. As stated previously, it is standard practice with this type of case - which we have seen many times before - to seek verification via account statements of the deposits made via the 3rd party account. Not having provided these is almost certainly the barrier to resolving your problem.

If you are still experiencing issues after the account holder has provided these, we will contact the operator. Until that point we cannot comment on what the operator has or will do.

Thanks,

ThePOGG

HI lillith6,

Has the account holder provided the necessary account statements?

Thanks,

ThePOGG

Hi lillith6,

I'm following-up on the above?

Thanks,

ThePOGG

Hi lillith6,

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