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Cookie – deposit not credited to account, cashback took more than 14 days

Ruling

Declined - A chargeback has already been issued on this deposit, meaning all transactions associated with the deposit are now null and void.

Read our Cookie Casino Review.

Player's Complaint

Made a deposit on 30 April which was "Discarded" by the casino (and no funds added to account balance), but was charged to my creditcard. So that was not right, but it can happend. But also the amount I had wanted to deposit was 250 euros. My card however was charged in Rubles... (for the equivalent of 254,59 euros). So, I immediately contacted the support department via the chat (which was closed, but could send a message). Later I again contact support via regular mail to ask about this and sent proof of charge. They said they will look into it. They have not sent me updates of their own account, nor have they sent me any relevant information other than "it is being looked into" and "please wait". I received no serious response to my questions about this when asking about it in Livechat today (apart from being kicked from the chat). I have now had to file a chargeback request via my creditcard company. I am a long time online casino user and have never ever had to go through this much trouble to get a payment that fell through back. I therefor wish to make a complaint against Cookie Casino for their poor handling of this.

Read the casino review

1 Response

ThePOGG
May 14, 2020

Hi 69thorgal - welcome to ThePOGG.com!

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.

If you have already issued a chargeback with your bank there is nothing to be contested here. Your bank will resolve the issue.

Thanks,

ThePOGG

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Agreement

69thorgal 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

May 14, 2020

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.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.