Withdrawal held for KYC

Cookie Casino: prove it once, cash out faster

The Malta Gaming Authority licence requires Cookie Casino to confirm who you are before money leaves, and checks take about 52 hours.

Start your verification

MGA LicensedOperating under license MGA/B2C/902/2011 since 2011, audited by GLI, QUINEL, and eCOGRA.

Checking the basics

See who runs your check and what it takes

Read this before your first withdrawal request, or when a pending payout is waiting on review.

Checks performed by

Cookie Casino Ltd.

License held

Malta Gaming Authority, MGA/B2C/902/2011

Review duration

52 hours

Required by

Before the first withdrawal

Questions inbox

[email protected]

Minimum age

19+

Approved sooner

Do it right once instead of twice

Sending sharp, uncropped copies up front is what keeps a check from stalling on a second request.

You are holding your phone over the ID

Photograph your passport or driving licence on a plain surface, with all four corners inside the frame and no glare from a lamp or window.

One full-page bill

Pull a utility bill from the last few months showing your name and full address, unaltered and complete from edge to edge.

Mask the middle digits

Snap the front of the card you deposited with and mask the middle digits; the name and the last four must stay readable.

Your file is sitting in review

After sending, watch your inbox: most files clear inside 52 hours, and a blurry edge or hidden address is the usual reason one comes back.

Four papers

Proof of who and where you are

By the end you will know exactly which copy clears each part of the check.

Government-issued photo ID

ConfirmsYour legal name and age

Copy must showAll four corners and a readable photo

Recent utility bill

ConfirmsWhere you live now

Copy must showYour name and full address, uncropped

Payment card photograph

ConfirmsThe card you paid with is yours

Copy must showName and last four digits visible

What bounced my document back?

Sent under a nickname. Anyone reading a copy checks the name, birth date and address against what you stored in your account, and a mismatch stalls the file. Match the profile spelling, accents and middle names Update the saved address before sending the bill

Old bill, new address. A utility bill loses its value as proof once it is past the usual billing cycle, so a dated one proves where you live today. Send a bill from the current quarter Pick a document with a recent print date

Frame the whole page. Corner cuts, glare on a laminate or a hand over the text leave the checker unable to read what the file needs. Lay the document flat under bright light Keep fingers off the printed details

Clear trail, quicker payout

Open the Malta Gaming Authority rulebook that covers us under MGA/B2C/902/2011 and one duty stands out: know where a player's money comes from. Cookie Casino Ltd. applies it when activity looks unusual, and the request is routine housekeeping, never an accusation.

Gather what fits your own case; the list below covers every paper we may ask for.

Government-issued photo ID, front side
Reverse of the same ID
Recent utility bill in your name
Photograph of the payment card
Selfie with the ID, if requested

Four check moments

Check the list before you play

Cookie Casino runs the licence check as light as it can, asking once and asking early.

Size that stands out

A payment far above your usual pattern prompts a quick look at the ID and sometimes at where the funds came from.

Raise the ceiling?

Asking to raise a deposit ceiling tells the casino you plan to spend more, so a funds question usually follows within the same review.

Cleared before payout

Before the first payout leaves, the licence requires a completed check, so your ID and address proof are requested at that point.

Details out of step

A surname spelled differently, an old address or a card in another name sends the file back for a fresh copy and a short delay.

Winnings unlocked

Your withdrawal is waiting on one answer

Read this the moment a payout sits pending or a message asks you for more paperwork.

Why does Cookie Casino want to know where my money comes from?+

A routine source of funds review is part of our Malta licence and helps keep gambling clean of criminal money. It is not an accusation aimed at you. Trace where your deposits and winnings originate and the review closes quickly.

Which regulator licenses this site and what is the number?+

The Malta Gaming Authority licenses Cookie Casino Ltd. under MGA/B2C/902/2011, and the company is registered as C-28153. That licence obliges us to identify every player before paying out. It also sets the age floor of 19+ for Canadian players.

What happens to my documents after the review?+

Files travel over TLS 1.3 encryption and are opened only by the team member handling your case. GLI, QUINEL and eCOGRA audit how we hold that material. Our privacy desk at [email protected] answers any question about your file.

My ID got rejected, so what is my next step?+

Check the refusal note first, because it names the exact flaw: glare, a cropped edge or an expired date. Replace that single file with a sharp re-shot, all four corners visible. Send the new copy to [email protected] and the queue picks it up again.

Can I take the photos with my phone camera?+

Phone shots work well when the light is even and the lens is clean. Lay the paper flat, fill the frame, skip the flash, and keep the file under the size limit shown in the upload panel. Blurry copies are the most common reason a check restarts.

My surname changed since my ID was printed, what now?+

Send the new document beside proof of the change, such as a marriage certificate or a deed poll. Both names then match your gaming profile and the review moves on. Quick note to [email protected] saves you a second round.

When exactly does the identity check kick in?+

Our licence requires a passed check at the latest before your first withdrawal, and we may ask earlier at registration or on the first deposit. Finish it early and the 52-hour review never sits between you and a payout. Ring +1 416 293 7429 if the request arrives at a bad time.