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Cookie Casino - Partners account

Ruling

Found for the Casino - This player has claimed a welcome bonus from an IP address that has already received a welcome bonus, in breach of promotional terms.

Read our Cookie Casino Review.

Player's Complaint

My partner has an account for Cookie casino and I made an account a bit later.

I wanted to withdrawel money but this wasn't excepted because my partner needed to upload his documents first. I have several emails with proove this was asked for. He uploaded his documents and I whitdrawel again.

This time I got an email with this information:

We would like to inform you that we have performed the security check, during which we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account and subtract your winnings. You are left with your deposit. Please withdraw it as soon as possible. After that, your account will be closed.

The Casino has zero tolerance to advantage play, such as but not limited to creating more than one account in order to get an advantage from the Сasino.

You can get acquainted with the full version of our Terms & Conditions on our website.

Keep in mind that you have agreed with our Terms & Conditions during the registration process.

The decision was made by the casino's management and it is final.

There is nothing in the terms about this. I asked the customer service and they first send something, what is not in the terms and then send something else, what is neither in the term.

So they closed my account but in mine oppinion I did not did anything wrong. We both send all the documents that was required and prooved that we are 2 different players. I send proove that we live together but also that the we both have 1 personal account.

We used a different browser, both on a different device, IP address is NOT in the terms.

So they removed my money that I won, closed my account for no reason.. Can you please check? Kind regards, [EDIT]

Read the casino review

3 Responses

ThePOGG
December 26, 2020

Hi trjw1 - welcome to ThePOGG.com!

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.

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

Were you playing with the welcome bonus? Has your partner already claimed a welcome bonus?

Thanks,

ThePOGG

trjw1
December 26, 2020

Yes we both had the bonus but on a different device. It's not in the description of the terms that this was not allowed. They send me the terms with an answer to look it up, so I did. Nothing in it. I had aggreeded the terms not knowing this wasn't allowed because there is nothing in it that say that. My partner and I both sended all the documents they asked for and I had multiple communication with them for it but no one told me this wasn't allowed in the first place. I sended proove that we live together en had a own account to play on different devices. If needed I'm happy to give half of the money that I had won back, but now they closed my account with no further discussion about it, and I don't think thats fair.

ThePOGG
December 27, 2020

Hi trjw1,

You are both right and wrong. Sadly, your error is of an important nature.

While Cookie Casino do not prohibit multiple people using an IP address from having an account, they do prohibit multiple people in the same IP address from claiming bonuses as is defined in the bonus terms and conditions:

"1a. All bonuses can only be used by one person/on one device / from one IP / from one browser."

The above being the case the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

Sorry we cannot be of further help.

ThePOGG

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Agreement

trjw1 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

December 26, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.