Complaints

Whilst we endevour to ensure that your gaming experience with us is a positive one, we do understand that situations may arise where you are not satisfied with the service you have received.

Where you have a complaint, you should feel free to contact our customer service team at support@cookiecasino.com

Upon receipt of your complaint, in the first instance our Customer Support Team will endevour to address the issue to your satisfaction. After review by our Customer Support Team, if you still feel that the issue has not been resolved, you can request that your complaint be escalated to our management team for review.

While we will endevour to ensure that any complaint is escalated for management review is addressed within an appropriate time frame, but if you are still unhappy with the outcome of your claim 8 weeks after it is escalated to our management team, you may refer your complaint, free of charge to our appointed ADR service, CasinoReviews.com , or the Malta Gaming Authority.

Casino Reviews can be contacted via the details below. Complaints should be submitted via the onsite form unless you have been directed to submit your complaint via an alternative channel:

To submit a complaint to CasinoReviews.com , you should complete the form on the following page - https://casinoreviews.com/complaints

Address: Office 1/2514, Level G, Quantum House, 75, Abate Rigord Street, Ta’Xbiex, XBX 1120

Email: complaints@casinoreviews.com

Players have the option of lodging a dispute with the ADR entity free of charge. Regardless of whether the Player lodged a complaint to either the ADR entity or the Malta Gaming Authority, this does not affect the Player’s right to bring proceedings against the Company in any court of competent jurisdiction.

To submit a complaint to the Malta Gaming Authority, you should complete the form on the following page - http://www.mga.org.mt/support/online-gaming-support

Contact details for the MGA are as follows:

Address: Suite 1, Level 3, TG Complex, Brewery Street, Mriehel, Birkirkara BKR 3000, Malta

Telephone Number: +356 21316590/1/3/4

Email: support.mga@mga.org.mt

If you are playing from the European Union, you can refer any dispute you have in connection to the services provided by the Company through the European Commission's Online Dispute Resolution Platform available at https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2