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.

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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.

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