HomeComplaintsCookie Casino - Player believes that their withdrawal has been delayed.

Cookie Casino - Player believes that their withdrawal has been delayed.

Amount: NZ$400

Cookie Casino
Safety Index:Above average
Submitted: 18 Jul 2024 | Case closed : 15 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 months ago

The player from New Zealand had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team noted that the player did not respond to follow-up inquiries, which prevented further investigation into the issue. As a result, the complaint was rejected due to a lack of communication from the player.

Public
Public
5 months ago

This casino has taking a very long time to verify my account but it is now fully verified. I have been trying all day to get my withdrawal from pending and it keeps being denied but as I am not funny verified it has been cancelled yet again and it says that I have cancelled it which I did not ! I have now tried to withdraw again and I’m waiting for it to be processed

Public
Public
5 months ago

Dear kaniva28,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Public
Public
4 months ago

Dear kaniva28,

Have you received your withdrawal from the casino yet?

Public
Public
4 months ago

Dear kaniva28,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Public
Public
4 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news