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Cookie - Casino does not want to give me my money


Resolved - Cookie Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Bob Casino Review.

Player's Complaint

Dear Sir / Madam,

I played on an online casino: ""

I found the website of Cookiecasino online. I made an account and I won 700 euros. I was so happy that I told my boyfriend that I won 700 euros when he got home. He made is own account ([EDIT]) and played too. But he didn't won anything. Because he was that day at my house, he was using the same wifi as I do.

The casino Cookiecasino, said that they are not going to give me the money and that they have blocked my account ([EDIT]) and the account of my boyfriend, because we were using the same IP adress.

I have nothing to do with is account. He made is own account with his own information.

I have sent them an e-mail saying this, but they still don't wanna give me my money.

I have called a lawyer in the Netherlands (I live in the Netherlands) and a lawyer in Malta (+35625469000) and they both said that I have the right to get money back. Because the reason of the casino reason is not faire.

I still have the e-mails that the casino sent back to me. And the proof that I have to get 700 euros back.

I hope you can help me. Because both lawyers say that the casino is very wrong about their answer. And what they did is nog legal.

Kind regards,

Read the casino review

4 Responses

User icon
June 4, 2020

Hi lisanne - welcome to!

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 – and the terms of use for our complaint service here -

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.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.



User icon
June 9, 2020

Hi lisanne,

Our understanding is that the operator will be reinstating your winnings. We would appreciate it if you could let us know when you receive your funds.



User icon
June 16, 2020

Hi lisanne,

Have you received your funds?



User icon
June 23, 2020

Hi lisanne,

If we haven't heard from you by Friday the 3rd of July I'll assume you no longer need our assistance and close this complaint.



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Lisanne 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

June 4, 2020

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