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Cookie Casino - max bet problem

Ruling

Resolved - Both the submitting complainant and Cookies Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Cookies Casino Review.

Player's Complaint

I am very angry and sad. they have removed morethan 3800 euros from my account yesterday. Reason my bets were to high but thats nonsens . first of all this is a bonus from sunday. during this bonus I first played <5€ until the waggering was over. second. I have been making withdrawals time over time again and again since Sunday that were rejected. They could have warned me about this if this whas the main reason. thirdly i won a lot of money with low bets. also this money has been taken from me. fourthly, I won a tournament with this money and this too has now been taken from me. Fifth, mondaynight I won a lot of money and that had nothing to do with Sunday for a long time. now that the amount is so high my transaction is suddenly canceled and all my earned money removed this is really no way of doing business i have therefore also engaged other authorities including those that deal with the licenses of n1/casinos / casinos in malta.

I wish u could help me!

Read the casino review

6 Responses

User icon
thepogg
May 28, 2022

Hi Calimerooo1992 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you 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.

To be clear - you are asserting that you did not place any bets greater than the €5 limit prior to the wagering requirements for the bonus being completed?

Thanks,

ThePOGG

User icon
Calimerooo1992
May 30, 2022

Yes

User icon
thepogg
June 6, 2022

Hi Calimeroooo1992,

Our understanding is that your funds have been returned to your balance. Can you please check and confirm?

Thanks,

ThePOGG

User icon
Calimerooo1992
June 6, 2022

Thats true.

Im so happy.

Thank you so much!!

User icon
thepogg
June 6, 2022

Hi Calimerooo1992,

Thanks for letting us know - it is appreciated :)

ThePOGG

User icon
Calimerooo1992
June 7, 2022

Thanks to you 😀

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Agreement

Calimerooo1992 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

May 25, 2022

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