Cookie - comp points

Ruling

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

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Player's Complaint

Hi,

I have an issue with a bonus offer that I accumulated at Cookie Casino. Is this something that you are able to assist with?

I played from August to around mid November 2020 on their website and accumulated just shy of a half million CP points (VIP program points). In November I made a complaint that I was losing a lot - please note, this was mainly money that I had somehow won on their casino. The loss was in the region of €150/160k.Hence the accumulated points.

This week I logged into my account and pressed the turn to cash button for the CP points keeping in mind that I am now blocked from playing which was initiated by their team not me. The block is in place until the start of May 21, When i turned to cash it the bonus page showed a message use by the start of March or lose the points. This added almost 5000 euros to my accounts in cash. I cancelled the points assuming they would go back to my account for me to reclaim when I could play again. They have refused to support me and I have an email trail as long as the world with all the deflective tactics they attempted to push at me. They did not have this term element *use within 30 days" or lose them on CookieCasino.com. When I asked them to show me. They advised me that it was listed as part of a specific page (again I have this on email) doing some web snooping I found this term on a website called Cookiecasino3.com which was what they pasted into my feedback. which is not the website that I play on. The following day they added the term to the VIP rules page most likely based on my argument with them.

They have declined to return the bonus funds (which can only be cashed out at 1 or 3x wagering) I suggested i would go away but I have screen shots of all the terms and conditions that were in place when I hit the button as I felt they would try and mess me around before I made the complaint as their support is brutal. They also suggested I asked to freeze my account which I did not. (have their emails to me on this matter). The reason for my complaint to them was based on their responsibility as a casino as I had the time out message active but it never alerted me apart from random times ie after 6/10 hours when it was set to every 1 hour. I have a ton of evidence. Is this something that you are able to assist with? If it was 100 euros I would walk away and stay quiet, 5k is another matter as it has a lot of potential and is also why they are rejecting it downright. The other issue I have is the Cookie 3 account. I felt that my gameplay was a bit dodgy through the losses it seemed to flicker a lot and the losses were regular and strangely in a straight flow. This casino is regulated under the MGA and allow players from Ireland as I had to really review their terms and conditions site as they are chancers .. They look to have made adjustments to my history as well stating wins where I had none on my login (bet history page) very odd indeed.

Kind regards

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