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Cookie - Casino keeps rejecting proof of deposit

Ruling

Resolved - Both the submitting complainant and Cookie Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Cookie Casino Review.

Player's Complaint

Casino is asking for proof of $40 interac etransfer deposit. I have sent so many different types of documents proving I deposited the money. All have been rejected and my withdrawal cancelled about 5 time’s. I have literally sent them every single piece of documentation I have. All denied. They are at this point looking for any reason to deny my withdrawal. Here is what I have sent:

I have sent a bank statement showing the $40 deposit to the casino with date and transaction number.

I have sent screenshot from my bank account showing deposit with amount and date.

I have sent email from my bank (Scotiabank) saying gigadat accepted e transfer for amount of $40 with date, time , amount and transaction number.

I have sent email from casino itself saying $40 deposit from interac approved.

I have sent interac etransfer list of transactions showing date and amount and reference number.

And yet none of these documents are proof of deposit??? This is unreal. I have never experienced this in 10 years of online gaming. Chat is completely useless and just keeps telling me to resubmit documents. As soon as I do they are denied within minutes and withdrawal cancelled at lightning speed. Please help!

Read the casino review

5 Responses

User icon
ThePOGG
May 3, 2020

Hi conconsmam22 - 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Conconsmama22
May 5, 2020

Update: Casino contacted me yesterday and told me to request a withdrawal which I did. About an hour later it was cancelled again. I was thinking to myself “here we go again”. But after a few emails and another withdrawal request, it was finally approved. I did not have to send in any other documents. Withdrawal was received this morning to my bank account.

I would like to thank you very much for your help in this! I would still be struggling to deal with this if not for your help. Great job and a wonderful service that you provide people. ???

User icon
ThePOGG
May 5, 2020

Hi conconsmama22,

Cookie Casino inform us that your funds have been located and your balance will be credited. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
Conconsmama22
May 5, 2020

Funds received! Thank you so very much!!! ???

User icon
ThePOGG
May 8, 2020

Hi conconsmama22,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

Conconsmama22 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 1, 2020

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