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Hi veskujuu - welcome back!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Does the card that you used to deposit have your name on it?

Thanks,

ThePOGG

Hello,

Yes it does have my name on it. Here is a picture of my card of the bank account used to deposit.

[EDIT]

Kind Regards,
[EDIT]

Hi Koekjeseten,

Was it this card you used to deposit or did you use another card associated with this account?

Thanks,

ThePOGG

Hello,

Yes I used this card for the deposit.

The bank account used to deposit has 2 cards assosiated with it (which I emailed pictures of) but i used mine to deposit.

Kind regards,
[EDIT]

Hello,

Do you mind giving me a status update?
Thanks in advance.

Kind regards,
[EDIT]

Hi Koekjeseten,

I've discussed this issue with the operator who have provided your communication records and the documentation that you have submitted while trying to verify your account.

The documentation you provided to the operator clearly shows that your name was not on the account used to deposit funds to Cookie Casino. Further to this, you have directly stated in communications with the operator that the payment account did not belong to you. 

These facts are contradicted by the screenshot you provided of the account showing your name and the card for the account also showing your name. However, I note that you are both the secondary user on this account and the expiry date on your card is 10/2025. Reasoned logic suggests that this card has a 5 year validity period and was issued this month. This would suggest that in fact all of the screenshots in question are accurate, both those including your name and those that do not, as you have been added as an additional user to the account in question after the play occurred. 

Is that an accurate assessment of what has occurred here? Please be aware that the next steps in this process will be to engage a dialogue with your bank to establish the specific date that your name was included on this account if you are contesting that you were a named user on the account at the time of play.

Thanks,

ThePOGG

Hi Koekjeseten,

I'm following-up on the above?

Thanks,

ThePOGG

Hello,

Me and cookie casino have come to a fitting solution..
There is no need to take further actions. Thank you for your time.

Kind regards,
[EDIT]

This matter has been resolved for the casino.

Hi Koekjeseten,

Thanks for letting us know.

ThePOGG

The submitting complainant has informed us that this issue has been resolved.

I have deposited 900 euro via a joint bank account that is co-registerd on my name.
 
 However they have removed my 14k winnings and blocked my account.
 
 They are accusing me of using 3rd party payments, however I have provided multiple bank statements that proof me being owner of the bank account used for the deposit.
 
 (I am fully aware of the fact that 3rd party payments are not allowed)
 
 When providing them with proof of bank statements. I get emails returned that say:
 
 ''Thank you for the provided the information.
 However, your request for the account to be reopened has been denied by the security department. This decision was made by the management of our casino and is not subject to further consideration.''
 
 I have proof of the original deposit and another random statement aswell showing my name.
 
 [EDIT]
 
 [EDIT]
 
 Thank you for your time.

Cookie - Blocking account and voiding 14k balance due to joint account

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