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Hi besa1234 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 15th of January let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

Hi okay they still have not helped me they just say they want an official bank statement but the bank says they are not allowed to write their own letter but refers to the bank statement they have sent which proves that I have not received the money. Cookie casino refuses to contact their payout company to find out where my money is. Do not know how to proceed to get my 1000 euros.

Still no money from cookie casino can you help me?

Hi Besa1234,

You need to get a bank statement for the appropriate period and provide that to the operator before we will be able to help you.

Thanks,

ThePOGG

Hi I have already send them an bank statement. They still wont help me. //[EDIT]

Hi Besa1234,

If you have provided a bank statement why are the operator telling you that you need to provide a bank statement? Was there a problem with the statement you provided?

Thanks,

ThePOGG

No, I gave them a bank statement and also a bank statement with a stamp from the bank so they see that it is really genuine. The bank statement shows that i havent got my money from them.  And then  they asked me for an official letter from the bank. I asked why and said I had sent a bank statement byt they refuse to help me. they only say that the money has been sent from them and that it is my bank that can find out where the money is. but they have not given me a transaction number or anything like that so the bank can look for it  so I stand here and can not do anything as the cookie casino refuses to help me. I have a long email conversation where you can see what they write and they refuses to help me. Can you please help me?

Hi Besa1234 - 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

Hi have you heard something regard my money?

Kind Regards [EDIT]

Hi Besa1234,

I have emailed you proof of payment from the operator. Please provide this to your bank so they can locate the payment for you.

Thanks,

ThePOGG

The documentation sent by the cookie casino says nothing to the bank. There is nothing to go on from the data, they need a transaction number that the cookie casino refuses to give me. I have talked to my bank several times and the money has not come. My bank says that the bank statement proofs that no money has come to my account. I have also asked the cookie casino to contact their bank because the payment has not come to me as you saw on my bank statement which the bank has stamped. The money must have come back to the cookie casino because I have not received it. So how do I proceed when I have proven that I have not received the money? 

Thanks.

Hi Besa1234,

Please forward bank statements for the following periods:

- December 21st to January 21st
- September 25th to October 25th

Send these through to <a href="mailto:complaints@thepogg.com" rel="nofollow ugc">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi Besa1234,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Besa1234,

If we haven't heard from you by Friday the 26th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hello
I sent in my bank statement when you asked for it several weeks ago. I have not received a reply to the email, so please check my account statement i sent to your email and you will see that the money from the cookie casino has not reached my account.


Sincerely, Louise

Hi Besa1234,

I've managed to locate the bank statements that you sent through.

The operator states that this payment was sent on the 22/12. Looking at your bank statement there are a number of potential transactions that could account for this.

- On the 27th there is a transaction of €1000.

- On the 30th there are two transactions of €1000.

- On the 1/1 there is a transaction of €1000.

- On the 3/1 there is a transaction of €1000.

Who were these transactions from?

Thanks,

ThePOGG

Hello

In my account statement, you see the money in Swedish kronor, which means that you can take a zero away in what you see. The deposits that you see in the account statement are 100 euros not 1000 euros. SO to see my 1000 euros in the account statement, it should say 10,000 in my documentation. Do you understand what I mean? If you google the Swedish krona and compare it with the euro, it is not the same thing or currency. So in other words, as I said before, the money has not arrived and it can be seen on my account statement.

Kind regards Louise

Hi Besa1234,

Please forward the statement on to the operator and let us know when you have done so.

Thanks,

ThePOGG

I have already Done that serveral times but cookie casino just says they have paid out my money. But as you se on my bank statement they havent come to my account. So what should I do then?

Hi Besa1234,

Please email the document through to the operator again CC'ing <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi Besa1234,

If we haven't heard from you by Friday the 28th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hi sorry I havent get any update on your answer what do you want me to do? Send my bank statement again too cookie casino and put tou in cc? 

Kind Regards Louise

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

I made a withdraw to my bank account at cookie casino of 1000 euros December 21, 2020. They claim that they made the payment December 21. On their site it says that the payment can take place between 1-5 working days. Today it has been 6 working days and the money has still not reached my account. I have emailed back and forth a total of 40 emails and they first asked me for an account statement from the bank which I attached to them stamped from the bank where it clearly shows that I have not received the money. Cookie casino then replies that they want an official statement that the money has not come to my account from the bank. The bank says they can not send anything other than my bank statement as they have already done. Now customer service at cookie casino refuses to help me where the money has gone without the official statement I have said several times that the bank does not have such a document and therefore they think I should accept that I will not get my 1000 euros. I have asked them to check with their bank where the money is but they only say that the payment has gone through on their side. Can you please help me get my money? I have a long email conversation with cookie casino that I am happy to send to you as well as my account statement which is signed and stamped from my bank that i havent recieved the money. Where do you want me to send this information? Please help me with this.Kind Regards

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