Cookie Casino - Player’s struggling to withdraw his winnings.

I have been playing for several weeks at Cookie casino and after losing quite a lot of money, I won a little bit.

When I tried to withdraw € 200,00, the trouble started.

After submitting ID, proof of address, proof of deposit, which were all approved, still no payout was received.

It turns out that i have made a few deposits from another bank account, being my businesses bank account. So I also submitted a proof of that deposit, but still no payout.

Now they want me to proof that this business is indeed mine. How I should do that is unclear.

This is really unreasonable, for how could I ever make any deposit from a bankaccount of a business that is not mine to begin with?

I fear that this is just an excuse, so they won't have to pay me my winnings or at least make this as hard as possible.

I'm happy for finding this out now that it only involves € 200,00, and not after a possible big prize!

I do wish I would have read about the questionable reputation of this casino before playing there!

Dear Peter,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://www.cookiecasino.com/terms-and-conditions:

„CookieCasino does not accept third party payments. You must make deposits only from a bank account, bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name. If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment accoun; CookieCasino also is not responsible for any lost funds deposited from third party accounts."

Could you please advise if your name is displayed on the bank statement linked to the business account? Have you been instructed by the casino about a specific document that would support your case? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for looking at my problem.

Luckily I can inform you that the casino has paid me, so the problem is resolved.

After supplying them with a statement from the Chamber of Commerce, it was okay.

It wasn't easy at all and I think the terms are too strict, but eventually they paid me my winnings, so I'm satisfied.

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Peter for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.