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Resolved - Both the submitting complainant and Cookie Casino have informed us that this issue has been resolved and the player has received their funds.
Read our Cookie Casino Review.
I have been playing at cookie casino since June 2020, during this period I have deposited and lost more than 600 euros.
On December 1st I deposited 30 euros and I received 15 euros bonus money and I also received 50 free spins.
Now I was told on December 4, 2020 that I play too often and too much with bonus money and I will not receive any bonuses in the future.
Probably because I played very well with my 30 euros and the 15 bonus.
I have played the bonuses more than 40 times and after that the money is free and you can also play online on jackpot machines, especially with the game "Caishens Cash" I made quite a bit of money even exceeded 500 euros, I kept playing up to 296 euros when I decided to quit for the time being and refund my money.
However, then the accusation came that I had bet too large amounts of the bonus money and that I played on online games that I should not be allowed to play on.
I think this is so unfair and so stupid about Cookie Casino, now they have lost a good customer.
If I had already played on forbidden games, they should have made this known by warning me or making it impossible in practice.
Now this search for errors is a revenue model to not pay customers money.
This behavior gives the casinos located in Malta a bad name. This does not give confidence.
I found the reason they took my money from me.
I have played the slot Megamoney, that is a kind of bingo with 4 cards i played 4 times 0,05 eur the card that makes 0,20 euro the game. during the game you can buy extra balls up to 10 pieces of varying amounts. I did not see this as maximum playing with bonus money it was not one gamble amount above 5 euros because every ball I played was no higher than 5 euros. You should not add all the amounts together but see it per guess per ball. Failure to do so should warn players about this slot and rule out the possibility of playing with bonus money.
I never intended to play max bet with bonus money.
I'll contact the operator and see what we can find out for you.
I have get a email on 21 januari 2020:
The decision for the subtraction of funds due to violation of the maximum allowed bet with an active bonus was reconsidered by the casino administration. Fund was credited back to your balance. We are sorry for the inconvenience.
Thank you for your understanding and patience.
Casino Support Team
In the meantime I have played all the money on there slotmachines.
And I stop playing there because I don t get any bonus The say i played to offen with bonus.
21 januari 2021
Thanks for letting us know - it is appreciated!
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KesieM 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:
December 7, 2020
Hi kesiem - welcome back!
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.
– 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.
Specifically which games did you play with the bonus? What was your largest bet size?