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Cookie Casino - whitdrawel

Ruling

Found for the Casino - The contested play occurred under this player's login details and on the same device and IP address as other play this player engaged.

Read our Cookie Casino Review.

Player's Complaint

i won on cookiecasino 250 euro, i was trying 3 days to get the verification done, i contactet alot time,s the costumer service, and always the same answer, the last time, had contact with the costumer service they told me that the document can not older then 3 months i uploaded a new document, from a brief post with my adress on it, and whitdrawel the money again.. after a few hours later i was checking the status and i was in shock the money dissapears, this was on 5 october 2022. i contacted again with the costumer service, and they told me that i played with the 250 euro but thats never be happened, also i cant found any information about that because you can only look back till 50 bet history or what they called on cookie casino transactions. it stinks to scam i know im not was be played with the 250 euro because i did on 5 october also a depost, from 12 euro and 16.. i only played with that money im not stupid im not wasting the 250 euro, i ask for a ip adress who was played on that account nobody has my password, and nobody has my phone that day... but right on track they give me a mail adress and again the same simple answer, and they told me that i must checking it bymeself, and they cant give me any information.. what i before write about the history i cant check this! the hole situation stinks, i want my winning money, i won it i dont be like it to be fooled im not stupid!

Read the casino review

4 Responses

User icon
thepogg
October 6, 2022

Hi Calimerooo1992 - 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.

We'll contact the operator and see what we can find out.

Thanks,

ThePOGG

User icon
thepogg
October 8, 2022

Hi luijtje,

We've reviewed this matter with the operator and sadly we cannot uphold your claim. System records demonstrate that all play that has occurred this month has occurred from both the same IP address and the same device. As such, if you did not play this balance down, someone else who had both access to your mobile device, internet connection and operator login details has. Cookie Casino are not responsible for the security of your device.

Sorry we could not be of further help.

ThePOGG

User icon
luijtje
October 11, 2022

Did you see any proof, i told you i did it not, and the transactions on 4 october are not looked back because you can look back to 50 transactions history, and before i send a good document the 250 was there i send a good document after that the history was changed.. its strange i swear to my hole family nobody can into my phkne or network, it stinks to scam.. i strongly recommend to not play here, also a strange thing i send good documents and not verifyd yet only with a whitdraw they check it.. please try it by yourself they change the history self.. before i must send a good document there was nothing in history, after sending a good document tadaaa 250 euro gone and history was be changed, ask please also for writhing and update files on theyre webserver, ftp server for a proof, also on there own computer time from writing files and dates.. i dont lie this is strange.. for sending a good document the 250 was there.. i upload a good document after that money gone !!!

User icon
thepogg
October 11, 2022

Hi luijtje,

We have reviewed the system logs and play history for all of your play during this period. It all came from the same device/IP address.

As previously stated, there is nothing we can do to assist you.

ThePOGG

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Agreement

luijtje 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

October 6, 2022

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