Clear answers to the seven questions players in Canada raise most before they contact anyone.
trustWhat happens when the first reply does not fix my problem?+
Note the reply you received and escalate it to
[email protected] within a reasonable time. Set out what you asked and what came back. A supervisor then reviews the exchange and answers you in writing.
trustWhat happens to my balance when I shut my account?+
Contact live chat and confirm the closure; the team then locks the account and confirms it by e-mail. Withdrawal of any remaining balance follows the usual payment review before it reaches you. Reopening later depends on a fresh check of your documents.
trustCan I confirm your licence number with the regulator?+
Check the licence of Cookie Casino Ltd. under Malta Gaming Authority number MGA/B2C/902/2011 before you deposit. That entry names the regulator, the licensed entity and the address in Sliema, Malta. A mismatch between the two means you are not on the licensed site.
trustCan I request a copy of my data or have it erased?+
Write to
[email protected] and ask for a copy of what is held about you, or for its deletion. Requests are answered within the periods set by data protection law. Some records must be kept for licensing reasons, and that exception is explained in the reply.
trustCan I get verified in a day if I send everything at once?+
Expect about fifty-two hours in total, counted from the moment your files arrive. Photograph your government-issued photo ID, a recent utility bill and the payment card, then send all three together. Complete files clear faster than partial ones.
trustWhat happens if I need help at three in the morning?+
Reach the team at any hour, on any day, including weekends and holidays. Live chat and phone typically answer in three minutes, and e-mail in six hours. Night-time questions are handled by the same staff, not a skeleton crew.
trustCan I get help in French or Spanish instead of English?+
Ask in English, French, Spanish or German and the reply comes in that language. State your preferred language at the start of the chat or in the subject line of your e-mail. Written follow-ups then stay in the same language.