CookieCasino

I made a withdrawal request on my account on the 25th of July at 13.24 for €1200 and it was accepted It is now the 9th of august and I still have not received the funds.

I have spoken to many different agents on the live chat and they all had different reasons for me not receiving the money. I have also for my verification sent them my passport, driving license, bank statements, proof of address, and copies of my debit card which use to deposit, and they were all accepted and verified. One agent said they had passed it on to the investigation team ref number is BBCUS-275239 but I still have not heard anything. I have been a member of other gambling sites and I have never had this problem it’s so frustrating I am at a loss now as to what to do because in the live chat you get someone new every time so the problem never gets solved.

Please can you help me?

Hello!

I've been waiting for my € 4000 on the 3rd day, which is still pending. I completed verification before December 11th. I made all transactions with a bank transfer. So I wanted to pay out € 4000 on December 11th. Now this money has been pending for 3 days. The live support staff have been putting me off for days. They tell me different excuses every day. I verified myself. With the 4000 €, the payout is delayed by 3 days. I find that dubious because I read in google that lots of players didn’t receive the money at all.

I would be very happy about your help in my case!

Thanks so much!

Hello!

I've been waiting for my € 4000 on the 9th day, which is still pending.

I completed verification before August 24th and made two withdrawals on August 24th. I paid out € 300 and € 250. The money was on my bank account on August 25th. I was really happy about this fast transfer! I made all transactions with a bank transfer.

So I wanted to pay out € 4000 on August 25th. Now this money has been pending for 9 days. My VIP manager and the live support staff have been putting me off for days. They tell me different excuses every day.

I verified myself, paid out two amounts of money and these were on my account the next day. With the 4000 €, the payout is delayed by 9 days. I find that dubious.

I have attached a current screenshot of my deposits and withdrawals. There you can see that I have two confirmed withdrawals on August 24th and that € 4000 is outstanding since August 25th.

I would be very happy about your help in my case! Thanks so much!

Hi,

I have had issues with a number of casinos operating under N1 Interactive (licence holder) which owns and operates a variety of casino brands, one of which is Cookie Casino. I initially requested to be self excluded on 26/3/20 on BobCasino which is a casino operating under the N1 Interactive MGA licence which also operates Cookie Casino and received confirmation via email of the self exclusion. I also emailed support to request I be blocked from all casinos under their licence due to gambling problems however I have been allowed to open an account with Cookie Casino and deposit the following amount on 

1000- 1/7/20

500- 1/7/20

I feel the Gaming operator’s responsible gambling system has severely failed me and my addiction was let take over and I lost control. I have contacted Cookie Casino by email However have not received any satisfactory response.

Please see attached screenshots of some of the deposits made, also please see attached email from Bobcasino as proof of request to self exclude from all of their casinos.

Please note I have used the same credentials as with my self excluded bobcasino account as with cookie casino.

Name: < removed >

Email: < removed >

DOB: < removed >

Address: < removed >

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:

---------------------------------------

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

---------------------------------------

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>