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Cookie – Account Closed & Winnings Confiscated

Ruling

Found for the Casino - This player has self-excluded then opened a second account under different details. There is no possibility they would be paid.

Read our Cookie Casino Review.

Player's Complaint

A few days ago I made an account on my primary email on cookiecasino.com which is a part of the N1 company. The account was not possible to log onto after confirming the mail so I didn't think more about it and the gambler I am I made a new account on a different email adress before even being able to log onto or playing on that first account. I won a little money and wanted to make a withdrawl which was a long process including me sending various documents about adress,identity etc. I saw that 3 or 4 documents stating me being me was accepted but they still wanted more. They wanted a photo of me holding my passport with both hands being visible face down to at least my torso and the background should not be white. I sent everything and I got my first withdraw. I kept some money on the account which I then proceeded to play with. I won a little more and I made a withdraw of 700 Euro. I left some money on the account so I could play more while waiting on the withdraw. Today around 11:30 16/4-2020 my account was blocked while I was gambling. Shortly after I received a email telling me that I had duplicate accounts and that my money was confiscated. And that the decision was final. I feel very sad and cheated since I spent several hours on the casino. I also don't understand why they couldn't sent me a warning or block me earlier given that they saw my documents and made my account confirmed. I have made several attempts to get my money and they won't even discuss the matter with me. I read that in their terms of use they have "duplicate accounts not allowed" stating that they will confiscate. But given that my first account didn't even work I made a new one the case here is different. I didn't intentionally make a new account to duplicate I made it in the case of me being able to play that's all.

If I left out any information or need to complete with something else for an example a document let me know!

I hope we can find a solution together...

Dear regards,

[EDIT]

Read the casino review

3 Responses

ThePOGG
Apr 17, 2020

Hi eliasye - 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.

Unfortunately if you have opened more than one account you have breached operator terms of use and the operator are within their rights to consider your account void.

I'll speak to the operator but given the above we will not be able to enforce payment.

Thanks,

ThePOGG

Eliasye
Apr 17, 2020

Okey but I just want to add that I did not be able to loggin to the first account or anything like that I did not even use it. It didn't work at all. So I made a new one that worked. Also I never took any bonuses or tried to abuse their system. I just deposited and played with my own money on 1 account. The first account I made I didn't do any bets on at all or get confirmed...

ThePOGG
Apr 25, 2020

Hi Eliasye,

I've spoken to Cookie Casino regarding this issue. What has in fact occurred here is that you registered an account, self-excluded forever and 5 minutes afterwards registered a new account under different details and played. There is no possibility that you would be paid under these circumstances.

ThePOGG

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Agreement

eliasye 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:

  • N1
  • Curacao eGaming
  • Direx N.V.

April 16, 2020

The North American country of Canada shares a border with The United States of America and has coasts on the Atlantic, Arctic and Pacific oceans. The population of Canada is currently in the region of 37.8 million people. With regard to the gambling sector, Canada has historically existed in a grey area but in recent years there has been a move towards officially recognizing that casino gaming, slots play, horse racing, lottery play, video lottery play, charitable gaming and interactive gaming are permitted in the country’s borders. There is no land-based licensor, but online gambling appears to be perfectly legal for Canadian citizens who wish to play.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.