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Cookie - Contradicting bonus terms and conditions


Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Cookie Casino Review.

Player's Complaint

Yesterday I started playing at Cookie Casino and I have to admit, it was the worst experience I've ever had with an online casino. Something I've always dreamed of suddenly turned into a sick nightmare. I used the first deposit bonus, after I've carefully read the terms and conditions.

It was a good session, the best I've ever had online. I won around 6.000,- euros, before withdrawing 5.000,- euros. I got an e-mail that you chose to decide to confiscate my winnings because I breached the terms of the bonus.

1b. The maximum bet with an active bonus is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, CookieCasino reserves the right to confiscate the winnings.

As stated in the terms and conditions, the 5 EUR max bet was breached. The bonus terms are very, very misleading.

1e. When playing with an active bonus, the real money is played first, followed by the bonus funds.

This means that the balance after depositing the first deposit should be 50% bonus funds and 50% of my own money (real money). You state that the real money is played first, so that means in my case that my 100 euro deposit was build up as the following:

Everything between 100-200 euros of my balance: my own money (real money)

Everything between 0-100 euros of my balance: bonus money

As my betting history states, my balance after my 1st deposit never got below 100 euros. Every euro I played with Cookie Casino, was my own money, as stated in section 1e of the terms and conditions. My game-plan was playing the first 100 euros how I like to play, on the live roulette, then move to slots to play 1 EUR bets on book of dead, because your bonus terms state that the first half of the total balance was my own money. This implicates that the first half is allowed to be played just as the player likes. My bets weren't even rejected. At other casinos, if you don't play as their bonus terms state, they reject your bets.

Trust me, I will not accept this. I'm tired of seeing big companies misleading players and get away with it. 5.000 euros is nothing for N1 interactive ltd, especially times like these are booming for you because physical casino's are closed, just like the place I work at. Your income still comes in, mine doesn't. These are very hard times for individuals, so please handle this carefully and honestly because I will really put in the work if I don't receive my winnings.

Read the casino review

1 Responses

User icon
May 18, 2020

Hi mykhs - welcome to!

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 – and the terms of use for our complaint service here -

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.

Sadly there is nothing we can do to assist you in this situation. Bonus terms apply from the point where the bonus is engaged (i.e. when you receive the bonus) until the point where the wagering conditions have been met. If you have breached the maximum allowed bet term before having completed the wagering requirements you have breached bonus terms and the operator and within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

The term you cite regarding the order in which funds are used does not suggest that bonus terms do not apply to deposited funds. It is used for the management of situations where the player withdraws before completing the wagering requirement.

All we can suggest is that you ensure you understand the terms associated with any bonus you accept before you play in future.

Sorry we cannot be of more help.


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mykhs 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 18, 2020

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