The player from Germany won €1750 and requested a withdrawal of €1500, but the withdrawal was cancelled and credited back to their account. During the game, the currency changed. After a closer examination, we ended up rejecting this complaint as unjustified.
Cookie Casino - Player's withdrawal has been cancelled and subsequently lost.
Amount: €1,500
Cookie Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello,
I won about €1750 and gave €1500 to withdraw.
I continued playing with the remaining amount of €250.
My withdrawal has been canceled the 1 time since I've been playing there and during the game it was canceled and credited to my account.
However, the "currency has changed" and I thought I would play the remaining amount from 250 to 10€ or 5€.
However, it was 1 time 1000 € and 1 time 500 €.
Normally it shows me the amount in euros, but something was changed during the game, where my amount of 1500€ was refunded.
!It concerns the CookieCasino, unfortunately you cannot select it!
Automatic translation:
Sensitive attachment
Sensitive attachment
11 months ago
Dear kingpdo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture:
Could you please elaborate?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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11 months ago
Translation
Hello,
as described I won about 1700€. (p 
see attachment).
I wanted to pay out 1500€ and sent an application (so far everything has always been paid out immediately without new verifications, I am fully verified).
I wanted to play the remaining 250€ from the winnings on 10€ and 5€ to the end.
However, while playing, my €1500 was booked back and the currency was displayed to me differently during the game, not in € as usual, but a different currency and my balance in the game was not increased to €1500+€250, but it has only the 250€ displayed.
A bit complicated, but it was not obvious to me that I suddenly bought free spins for €1000 instead of €10. It showed the currency in 10 but it was 1000€ instead
Automatic translation:
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11 months ago
Do I understand correctly that both amounts (€1,000 and €500) were used to buy bonus features? but you intended to play €10 and €5 only?
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11 months ago
Translation
Correct, as it was not apparent that the amount of €1500 had been posted back to my account.
It changed the display from euros to coins and it was not clear that the amount was refunded
Automatic translation:
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11 months ago
What happened after you made the purchase, please? Did you place any bets?
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11 months ago
Translation
Yes, apparently it was my fault as I switched from Euros to Coins without realizing it. Unfortunately, it was not clear to me that the money was booked back and by switching to coins, I thought I would play with €10 and €5 instead of €1000 and €500.
According to their statement, it was my fault, which I can understand in retrospect
Automatic translation:
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11 months ago
I'm sorry but I have to agree with the casino. Is there anything else we could try to help you with?
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11 months ago
Translation
No, thanks anyway. And unfortunately very annoying.
Best regards
Automatic translation:
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11 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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