Cookie Casino - verification issue

Hi eemiliuxx - 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.

Where are you currently resident?

Thanks,

ThePOGG

Hi eemiliuxx,

I'm following-up on the above?

Thanks,

ThePOGG

Hi eemiliuxx,

If we haven't heard from you by Friday the 4th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hello sorry for being late but can we renew this?

I'm currently at Lithuania but at the time i lived and worked in the Netherlands. I have payslips to show for the following week that this occured.

Hi eemiliuxx,

Payslips do not demonstrate where you were at a time.

What can you provide to evidence that you were resident in the Netherlands at the time of your play?

What address did you enter when you registered? Where were you resident when you registered?

Thanks,

ThePOGG

Hi eemiliuxx,

I'm following-up on the above?

Thanks,

ThePOGG

Hi eemiliuxx,

If we haven't heard from you by Friday the 19th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hi eemiliuxx,

Please do not open new complaints about this issue. IF you want us to move this issue forward you need to answer the questions we asked above.

Thanks,

ThePOGG

Hi eemiliuxx,

I'm following-up on the above?

Thanks,

ThePOGG

Hi eemiliuxx,

If we haven't heard from you by Friday the 8th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Hi, im here

I can provide screenshot from their website with my login details for all sessions(ip address and device description with used browser details)

I was resident in The Netherlands, city of [EDIT](this was temporary house given to me when i was working in that town by work agency. I worked and lived there for 1,5 year)

When i registered i made a mistake about my address, when i tried to edit it they made edit impossible and all buttons greyed out... But regardles they allowed me to play in their site until i won and tried to withdraw prize...

Hi eemiliuxx,

When you noticed that you had made a mistake entering your address, and that you could not edit this manually (that's normal, security checks have to be conducted to change personal information), what did the operator say you contacted their customer support to rectify this issue?

What evidence can you provide to support your residence in the Netherlands at the time?

Thanks,

ThePOGG

Well he said that they will not payout but all i wanted was to explain that i was at the Netherlands, he said that they wont communicate with me further and that was frustrating. I have payslips, also i can give my work agency number to call they could tell you that i was working in the period at The netherlands. I also have screenshots of my cookiecasino account pages before they frozen my account. I tried to find some help in Malta authorities but they pointed me to The Pogg so its my last hope here...

Hi eemiliuxx,

To be clear - when you noticed the error in your address information, and that you could not edit this information manually, you did not contact the operator and proceeded to play. You alerted the operator to this error in your data after you subsequently won. Is that correct?

You would also need to have far more robust and verifiable documentation than your payslip/a phone number for your employer to address this issue.

Setting aside the challenges in verifying your claim, if you have entered a Lithuainian address - a country that Cookie Casino accepted players from at the time - while actually being resident in the Netherlands - a country that Cookie Casino explicitly prohibited, in their terms of us, by IP address restriction and by exclusion of the Netherlands appearing as an option on the registration form - there is a far more significant issue here. You will have had to alter your IP address to access this operator alongside providing incorrect information on the registration form. Setting aside that this is unlikely to have happened coincidentally, your residence in the Netherlands at the time of your play would immediately place you in breach of the user aggreement that you entered, meaning that all activity on your account would be void. That being the case, the base case outcome here would be - if there are no other problematic flags on your account - that your deposits would be refunded. Has that already happened?

Thanks,

ThePOGG

I did not alter my ip address. I know that there are tools like VPN for that and i did not use VPN. I

I could provide my work agreement documents if payslips are not enough. I could also include housing document agreement with my work agency with exact Netherlands address that i lived on.

My deposits was total of 400 eur and they only gave me 50 eur before freezing my account. They trully are scammers.

They allowed me to play with wrongly entered player address options but when i won and tried to withdraw 2k eur they disabled my preferences editing. It was greyed out, they did this on purpose so they could claim that my address is among their block list. However i trully was at the Netherlands at that time and i can proove it.

Also they prohibited Lithuania, not Netherlands at the time...

So technically they should pay me out winning aswell...

Their only claim to freeze my funds is that i entered wrong info in the account which in my opinion is really weak point to do that.

Hi eemiliuxx,

Sadly - having managed claims of this nature over a number of years - I can state as fact that the above statement is factually inaccurate.

With specific regard to the restricted countries, we know from previous investigations that the Netherlands is both included as a restricted country in the operator's terms of use AND when their site is accessed from a Dutch IP address, automatically rejects any user attempt to access the registration page. There is no way that you could have registered while using a Dutch IP.

Furthermore - if you were aware that your address was wrong and your account did not give you the option to simply edit this (far from unusual), the responsibility was yours to take action, contact support and correct this information. Ordinarily, do this would require you to engage verification including proof of address and would have prevented this entire issue from arising.

To confirm, you have only received a refund of €50 after making deposits of €400?

Thanks,

ThePOGG

Yes i only got paid 50 eur. My deposits were 400 eur as stated. Please read their term of use and restricted countries because there is no restrictions for The Netherlands in their website.

Hi eemiliuxx,

Please see below, noting the NL VPN active in the top right corner:

Thanks,

ThePOGG

I've got my dutch ip address sessions screenshot in their website. I wasnt using VPN. Maybe they have a list of VPN ip addresses block list. I looked up their terms of use and theres no restrictions for The netherlands. However at the time of my play i was allowed to connect with my dutch ip address. I wanted to play fast so i rushed registeration with incorect address and they allowed me to play. I didnt registered to double check every info i added, i registered to play. If i have seen previously that i cannot edit my address info i would probably have seen suspiciously at their casino. They allowed me to play which means it their fault. If you need any proof that i played with dutch ip address just give me email address and ill send all screenshots all working and housing documents.

Hi eemiliuxx,

As shown above, the website is accessible to Dutch IPs. The registration form is not. You could not register an account from a Dutch IP.

Providing accurate registration information is your responsibility. Furthermore, as is detailed in the terms of use, it is your responsibility to keep your account information up-to-date. Where you fail to provide accurate information, or fail to update this information where it changes, that is a breach of contract. That is not the operator's fault. That failing lies with your error.

With regard to changing account information - few online operators, especially in well regulated jurisdictions, would allow you to change your address information without contacting support and having the new information verified. That is effectively standard practice across the industry.

Thanks,

ThePOGG

So they allow me to play under dutch IP but they dont allow me to create account. Doesnt that sounds fishy.

So next day they will claim that i have breached some fishy because they want to simply lock my winnings. At the time there probably wasnt any terms like this even created. So they basically can update their terms in advance when they need it and then claim that its some kind of breach of rules. Wasnt it like that? Of course it was. Logically speaking its really mind boggling. If you agree please help me to recover at least my deposits otherwise i dont understand why on world there such an organisation like thepogg which is completely useless when someone really needs their help.

Hi eemiliuxx,

The issue here is that you provided inaccurate information on registration and did not then take reasonable steps to correct this when you noticed it. Where you do that it will always result in problems getting paid as you won't be able to verify the information that you set the account up with.

As to the IP address issue - this is intended to prevent Dutch located users from registering. If you can't register, you can't play. The point that has been made clear is that you could not have registered from a Dutch IP address.

As to what we can/cannot assist you with we have already been clear that we will discuss the matter with the operator with a mind to recovering deposits, but given the breach of terms it is very unlikely we will be able to do anything about your winnings.

Thanks,

ThePOGG

Thank you. I really appreciate it

Hi eemiliuxx,

I've discussed this matter with the operator. It was not simply your address that you mis-entered upon registration. You only provided initials instead of your name. Effectively, your registration is entirely void.

The operator has informed us that your other deposits will be refunded. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

They asked my bank account number few days ago but they didnt send any money.

Still no money from them

I've also got chats with their operators on gmail. There is their message about restricted countries at that time i played and there was no netherlands i could send you a screenshot.

Hi eemiliuxx,

At this stage, that would be absolutely irrelevant. You provided intentionally incomplete registration information. Even setting aside the country issue there is no arguing that your account was valid.

We'll follow-up with the operator regarding the remaining deposits.

Thanks,

ThePOGG

Hi eemiliuxx,

Your payment was processed on the 14th and should be in your account by this point. If it is not please download an account statement showing the dates between the 14th and 30th and forward it to [email protected].

Thanks,

ThePOGG

There is no payment. I will screenshot it and send it to you.

Did you recieve it?

They sent me 350 eur which was my total deposits, thank you so much!

Is there any way to get back my winnings also?

Hi eemiliuxx,

Thanks for letting us know.

As explained above, you have provided inaccurate information at the point of registration. Your account is void for this reason, as is all gaming activity that occurred on it.

ThePOGG