Cookie - Pay out
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.
After losing quite a bit of money yesterday, I spoke with a customer service representative. He gave out of leniency a personal cash amount to play with, this was 150, - euro. With this I had to unlock the wager in order to be able to pay out. I then succeeded. And the money was in my account. I wanted to pay this amount afterwards. First of all, I had to upload documents. I did this and it was approved. Then requested the payout. Everything was right and on pending. After this I get the message that my bet has been too high. This while it was not a bonus but a personal amount of leniency from the casino to play with. They didn't explain to me what to do, just the wager limit. A very bad communication and after request payment after everything is correct they take my money. I feel cheated by the casino. This while I also bet a lot of money that I lost. Limits have not been discussed at all. Nor was this a bonus you get when uploading money. But it was a leniency bonus.
1. Why can I increase my bet when it is not allowed.
2. I receive a personal cash bonus of 150, - euro from your colleague during chat conversation after what I have lost. However, he does not tell me that there are still certain rules. But he tells me I can offer you 150 euros to play in our casino.
3. I still have the chat conversation in my possession.
4. First you indicate that I have to verify my account and upload documents in order to be able to pay out my money. Then this is all approved and I get another reason for not paying.
5. Why do you interrupt while playing in your casino when I have exceeded the max bet, again we are not told.
6. You do not give clear information to the player.
7. You tell me in a personal conversation during chat that only wager is important to be able to release the money.
8. Does this have to do with the free rounds or the cash bonus that I personally received because these are separate from each other.
I expect you to reconsider this and still pay me out.
I also have proof that I am clearing the bonus and the casino approves all my documents
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