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Cookie - Unpaind and block account

Ruling

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

Hello,

I start by telling you that I started playing on Cookie Casino by depositing 50 euros and then to fulfill a turnover of 2000 € in order to claim a possible win. I met these conditions, I had a gain of 677 euros and I wanted to withdraw 600 euros, at which point checks after checks began.

I mention that I have a residence in Romania, but I work and live for a while in the Netherlands. At the casino I provided my address in the Netherlands for which I proved, but I also did the one in Romania.

After they approved my documents in the casino application, they still refused to pay me, and they invoke the reason could not send me the money on the credit card from which I made the deposit and I must choose another option. I chose the option by bank transfer on another card that I have and this time they refused my transaction because I violated a rule, playing in bet more than 5 €, which I did not do and I required proof. Following the conversation on email in which I asked for proof, they confiscated all my earnings, saying to me that my data is false and asked me to withdraw my deposit so they can close my account.

I consider their decisions an abuse.

I want also to mention that I have screenshots from my game account and I have all emails that I speak with support team of the casino. I look forward to your response.

Thank you!

Read the casino review

4 Responses

User icon
ThePOGG
August 7, 2020

Hi bordura - welcome to ThePOGG.com!

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.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
August 13, 2020

Hi bordura,

I've reviewed your play history at Cookie Casino and sadly we cannot uphold your claim.

On 27th of July at 16:09:46 server time you deposited €50 and received a €50 bonus. This bonus came with a wagering requirement of 40xbonus (€2000). You then started wagering on Book of the Dead betting €0.20-0.30/spin. After a total of 226 spins, having completed €62.30 of the wagering requirement you then switched to Texas Hold 'Em Bonus where you place a wager of €15. This happened a further 3 times during the wagering requirements with wagers of €15 and €20 all of which exceeded the maximum allowed bet while you have a bonus in your account.

Given the violation of bonus terms the operator are within their rights to consider the bonus contract void and to reset both parties to pre-contract conditions.

Sorry we could not be of further help.

ThePOGG

User icon
Bordura
August 14, 2020

Hello,

Thank you for your support.

I would like to mention first of all that I did not know or find the information that each individual bet is accumulated in the case of the poker game, and secondly, what made me turn to you was that they tried to find reasons for proofing that I am not the person who own the account, only at the end, after I send them all documents required they told me about the fact that I exceeded the bet during the active bonus. They had to start with the fact that I exceed the bet.

Anyway, they'll close my account because they don't want them to recognize my identity.

Have a good day!

User icon
ThePOGG
August 18, 2020

Hi Bordura,

The terms in this respect are straightforward:

"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). "

Where there are mid-round additions to your bet, these are all risked on the same outcome and as such are all the same bet.

Sorry we cannot be of further help.

ThePOGG

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Agreement

Bordura 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

August 7, 2020

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