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Cookie Casino - Confiscating money

Ruling

Found for the Casino - This player has opened a second account to try and bypass a self-exclusion. As such there is nothing we can do to help them.

Read our Cookie Casino Review.

Player's Complaint

I have been playing at cookie casino since 2021 , during this period I have deposited a lot of money and won some back.

But the problems started when i tried tot cash out. because of a typo my nae was spelled woring ande the adres missed a letter. This could nog be adjust manualy by me while in my account. Then the said that there was another account wich played on my IP adres and thats fraud. This was an account from a relative who played on my laptop.

They Confiscated all the winnings (€ 788,76) en and left €20,- (last deposit) for me to cashout. if i cashed out the € 20,- then the account wil be terminated during fals provided info from a player. This means i breached the rules so there for i was labeled a fraud.

PS. i did a lot more deposits than that.

I provided al the documents (pasport, bakstatement, picture of myself holding my passport and an explanaition why the name has a typ (because of a broken keyboard).

Cookie casino is not being straight to her customers and give the online casino a bad name. I found the penalty for a type fault way to heavy and demand a credit on my account.We have been communicating back and forth and i provided the casino with al the information they need but they just wouldn't adjust the name and adres addition.

Read the casino review

3 Responses

User icon
thepogg
September 1, 2021

Hi Switchbeats - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Did you relative claim the welcome bonus? Did you claim the welcome bonus?

Thanks,

ThePOGG

User icon
Switchbeats
September 10, 2021

Hi,

I did not claimed any kind of bonus ever.

Thanks.

User icon
thepogg
September 13, 2021

Hi Switchbeats,

I've reviewed this issue with this operator and sadly we will be unable to uphold your claim.

On the 17th of September 2020 you registered an account. You played with this account and on the 3rd of August 2021 requested a self-exclusion.

You then went on to register a second account - in breach of terms and conditions - on the 25th of August 2021, modifying both your first and last name, email address, date of birth and physical address to bypass the automated systems that are in place to prevent you reaccessing during an exclusion.

Sadly, due to the multiple breachs of terms of use any winnings are non-valid in nature. Your last deposit is on your account awaiting withdrawal.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of further help.

ThePOGG

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Agreement

Switchbeats consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cookie Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

September 1, 2021

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