Cookie Casino - Виведення коштів гравцем відкладено.

Hi, I've been trying to get my withdrawals since middle of December, i wait for 5 days while is pending then it goes back in my account, they changed the withdrawal option from interac transfer to bank transfer, i put my account number with all possible ways , i called my bank they instructed me how to put the account number i did it but they keep rejecting it, i email them i sent them my account number i said please help here is my account number what is missing? No one helped me , so i don't know what to do to get my withdrawal please someone help because cookie casino won't 

Thank you

Dear Alina6396,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus? Do I understand correctly that the entire active balance is $10,000 and you requested it to be paid in several installments?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I've been a player to cookie casino for over 2 years now, i didn't have problems with withdrawals before when they have interac transfers, for some reason they don't offer that option anymore, only option is bank transfer, so here in Canada we have institution number transit number and account number, when i put my info to get withdrawal they ask for account number so i put my account number it says its to short need 11 digits my account has 7 digits, so i try to put transit then account number it got rejected i tried numerous possibilities i contact them asked to please help what numbers do you need they won't answer my questions they said wait and see 5 business days this is happening since middle of December, i called my bank and ask them they suggest 0000 then account number, i tried that waited again 5 business days and i got rejected, so i don't know what to do anymore because nothing seems to work for them and they won't help me , at least tell me we need account number and institution or anything.

Thank you very much, Alina6396, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Alina6396,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Cookie Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Cookie Casino,

Could you please state why the player is not able to withdraw the funds? Could you please help the player with filling in the bank account information?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They added the interac payment back on so i can cash out now.

Problem solved

Dear Alina6396,

Thank you for the provided information.

Did you manage to receive the funds from the casino?

I am looking forward to your response.

Kind regards,

Stefan

Yes

Thank you for your help

Dear Alina6396,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan