Cookie - Account Closed & Winnings Confiscated

Ruling

Found for the Casino - This player has self-excluded then opened a second account under different details. There is no possibility they would be paid.

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Player's Complaint

A few days ago I made an account on my primary email on cookiecasino.com which is a part of the N1 company. The account was not possible to log onto after confirming the mail so I didn't think more about it and the gambler I am I made a new account on a different email adress before even being able to log onto or playing on that first account. I won a little money and wanted to make a withdrawl which was a long process including me sending various documents about adress,identity etc. I saw that 3 or 4 documents stating me being me was accepted but they still wanted more. They wanted a photo of me holding my passport with both hands being visible face down to at least my torso and the background should not be white. I sent everything and I got my first withdraw. I kept some money on the account which I then proceeded to play with. I won a little more and I made a withdraw of 700 Euro. I left some money on the account so I could play more while waiting on the withdraw. Today around 11:30 16/4-2020 my account was blocked while I was gambling. Shortly after I received a email telling me that I had duplicate accounts and that my money was confiscated. And that the decision was final. I feel very sad and cheated since I spent several hours on the casino. I also don't understand why they couldn't sent me a warning or block me earlier given that they saw my documents and made my account confirmed. I have made several attempts to get my money and they won't even discuss the matter with me. I read that in their terms of use they have "duplicate accounts not allowed" stating that they will confiscate. But given that my first account didn't even work I made a new one the case here is different. I didn't intentionally make a new account to duplicate I made it in the case of me being able to play that's all.

If I left out any information or need to complete with something else for an example a document let me know!

I hope we can find a solution together...

Dear regards,

[EDIT]

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