The player from Germany has deposited money into her account, but the funds seem to be lost. She is also dissatisfied with the transaction fees. We rejected the complaint because the player didn't respond to our messages and questions.
Cookie Casino - Player’s experiencing problems with deposit.
Amount: €198
Cookie Casino
Safety Index:Above averageSafety Index
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7.3
Cookie Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
For the second time, a booking made via my credit card was not shown on my account - if the @ of the credit card provider came the payment would have been made. The state of affairs is being clarified. But what is not mentioned anywhere: you pay in € - but a ruble is charged which is always charged at 10% of the cost. But I don't intend to play with rubles and this is not clearly indicated by the casino anywhere. I am clearly missing the hint: if you deposit here, it will work in another currency or something similar.
Automatic translation:
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3 years ago
Dear Birgitt,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am very sorry, but I am not completely sure what the issue is. Would you be so kind and provide more information? Did you make a deposit, but it hasn’t been credited to your casino account? Which payment method did you use?
Also, I checked the casino’s T&Cs and rubles isn’t a currency option. Could you please describe in more detail what do you mean by the 10% fee?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello, first of all thanks for the quick response. The following fact: I have recently been playing very often at the still young Cookie Casino. Basically I make all deposits and withdrawals via my credit card. However, my deposit of over € 100 was rejected twice by the casino in the last few days - without a reason. In addition, during the booking process, Cyrillic characters appeared very briefly - which I could neither read nor capture in a screenshot, as they only appeared very briefly on the screen. The credit card operator is still checking where the money is now. In the course of this I took a closer look at my credit card statement and found that although I made all deposits in €, this money was converted into rubles without my knowledge and only then went to the casino. For me, all of this points to illegal money laundering. In addition, due to the exchange rate, I was then charged 10% fees. The credit card operator is still investigating where the last two deposits of € 100 each went. But laundering € in rubles is entirely a matter for the casino.
Kind regards Birgitt
Automatic translation:
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3 years ago
Birgitt, thank you very much for your quick reply with the detailed explanation. We always recommend players to contact their payment provider, and since you've already done that (smart move), we have to be patient and wait until they finish investigation. I would like to point out, that searching for lost funds can be very time-consuming, and sometimes this process takes even weeks.
I will keep this complaint opened, please, keep us updated, and let us know when there is anything new, so we can continue resolving this case accordingly.
Regarding the exchange fee, unfortunately, this isn't anything we could help you with. In most cases these types of fees are managed by the bank itself. Also, please note, it is nothing unusual, that the casino's bank account operates in one currency, and it can be different from what players chose during the registration. I understand that this isn't the best solution, but, sadly, it is common.
