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Cookie - withdrawal problems

Ruling

Resolved - Cookie Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Cookie Casino Review.

Player's Complaint

Hello dear ADR,

I paid 50 euros with my ATM card in the Cookie Casino and uploaded it to 10,000 euros. I was very happy and wanted to pay my money out and that's where the drama started. There are 4 payment options. The first option is trustly but trustly my bank does not have fie raiffeisenbank with it. The second option is the paysafecard, but it is also not accepted. Then there is neosurf as a third option that I don't own. And the last and fourth option is bank transfer which does not accept my payment. So it is impossible to withdraw my money. I did everything the support team wanted me to do. I verified my account as you wanted it. And with the payment, I always get the answer, try another method. But there is no other method. I want my money. Tomorrow I'll get a lawyer because it's about 10,000 euros. Could you help me please ?

Read the casino review

4 Responses

User icon
ThePOGG
July 22, 2020

Hi gamekosov - 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

User icon
ThePOGG
July 24, 2020

Hi gamekosov,

Cookie Casino inform us that you have been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
ThePOGG
July 30, 2020

Hi gamekosov,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
August 6, 2020

Hi gamekosov,

If we haven't heard from you by Friday the 14th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

gamekosov 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

July 22, 2020

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