Cookie Casino - Играчът изпитва проблеми с депозита.

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.

Bereits zum 2. mal wurde eine Buchung über meine Kreditkarte nicht auf meinem Konto angezeigt - wenn auch die @ des Kreditkartenanbieters kam die Zahlung wäre erfolgt. Sachstand befindet sich in Klärung. Was aber nichtgendwo erwähnt wird: man zahlt in € ein - aber es werden einem Rubel in Rechnung gestellt die immer it 10 % der Kosten in Rechnung gestellt werden. Ich haber aber nicht vor mit Rubel zu spielen und das wird auch nirgendwo offensichtlich von dem Casino angezeigt. Mir fehlt ganz deutlich der Hinweis: wenn Sie hier einzahlen dann läuft das über eine andere Währung ode so ähnlich.

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

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

Hallo, erstmal danke für die schnelle Rückmeldung. Folgender Sachverhalt: Ich spiele seit kurzen sehr häufig auf dem noch jungen Cookie Casion. Grundsätzlich tägige ich alle Ein- und Auszahlunge über meine Kreditkarte. Allerdings wurde in den letzten Tagen 2 mal meine Einzahlung von über 100 € vom Casino abglehnt - ohne Begründung. Zudem tauchten während der Buchungsvorgangs ganz kurz kyrillsche Schriftzeichen auf - die ich weder lesen noch per Screenshot festhalten konnte, da sie nur nur ganz kurz auf dem Bildschirm erschienen. Wo das Geld jetzt ist wird noch vom Kreditkartenbetreiber überprüft. Im zuge dessen habe ich mir dann meine Kreditkartenabrechnung mal genauer angesehen und dabei festgestellt, dass obwohl ich alle Einzahlungen in € getätigt habe, ohne mein Wissen dieses Geld in Rubel umgewandelt wurde und dann erst an das Casino weiter gingen. Für mich deutet dies alles auf illegale Geldwäsche hin. Zudem wurden mir dann bedingt duch den Wechselkurs jeweils 10 % an Gebühren in Rechnung gestellt. Wohin jetzt die letzten beiden Einzahlungen in Höhe von jeweils 100 € gegangen sind wird noch vom Kreditkartenbetreiber untersucht. Aber das Geldwaschen von € in Rubel ist ausschließich Sache des Casinos.

Liebe Grüße Birgitt

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.

Dear Birgitt,

Is there anything new? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.