I created an account at CookieCasino 27.05.2020 and deposited 1000NOK with Neteller withouth any bonus. After i lost that money gambling, I deposited 1000NOK for the second time and i won a considerable amount of money on the "Black River Gold" machine from Elk where i played 100NOK bet. Both deposits was without the use of any bonus, and i still have the welcome bonus available.
I had a great time and fun so i played my balance so it was 59999K NOK and wanted to withdraw my winnings, so i uploaded the requested documents to verify the account. The documents got approved and i tried a withdrawal as you can see on the screenshots i have provided from both my email and profile on the site. The withdrawals i made got cancelled every time for some reason and i got more and more frustrated every time i contacted the Livechat to figure out what the issue was. Every time i was in contact with a support agent i was either given the same answer, or/and what seemed to me as auto-replies. They told me to withdraw smaller amounts, which i did but still all my withdrawals got automatically cancelled. They also told me several times that they could not cash out to Neteller because of the region and currency. (screenshots attached)
Note that i am trying to withdraw using the same method and account as i made the deposit with, but still they claim that this is not possible and pointing the finger at Neteller. In the meantime i deposit and cash out successfully from other casinos so i know that Neteller is not the issue here. After I looked through every possible setting and options on my profile i suddenly got aware of an error i made when creating the account. I had put 1998 instead of 1988 when i created the account, and i thought maybe that was the reason i couldn't cash out. I contacted Livechat to ask about this, but once again all i got was the same answers like before and my question was unanswered. I decided to send support an email to ask about this regarding the small error i made with the birthdate, and instead of giving me an answer to the "birthdate issue" they provided me with this reply:
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Dear Player,
Withdrawal to Neteller account was not successful.
We suggest using any other available withdrawal method for your region.
Please find the list here https://www.cookiecasino.com/nn/payments
Keep in mind that minimum deposit is required to unlock new payment method for cashouts.
Thank you for understanding.
Best regards,
Casino Support Team
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Once more i contacted livechat to tell them that a friend of mine just deposited and withdrew successfully using the exact same method as i am trying. I actually sat next to my friend creating the account, depositing, playing, and then cash-out to Neteller. Money was received almost instantly with no problems. When i confronted them with this, they didn't care so much about that and just told me that cashing out to my Neteller is not possible and i have to make use of another method. This is unacceptable. Even if i went through the process of creating an account with another deposit method, i still have to put more money in so i could verify it, and then i also need to deposit yet another time to the casino before i can withdraw. I do not have the money to do that, and frankly i should not have to. Nowhere on the site does it say that they cannot withdraw to Neteller regardless of the currency or region, and keep in mind my friend just proved that they absolutely can cash out to Neteller.
The situation today is unfortunately unchanged and i still have the balance on my player account. If i try to cash out it gets cancelled the day after.
I really really hope that AskGamblers can help me resolve this issue, so i can withdraw my winnings. If you need additional screenshots and information, please contact me and i will provide that immediately.
Thank you in advance, hope to hear from you soon.
PS: I also attached a screenshot from the profile of my friend, so you can see that he successfully deposited and withdrew with Neteller.
Regards
Lenita <last name removed>
