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Cookie - Denied Payment

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

Charged in (1st deposit) € 100,00. Got € 100,00 bonus

Charged in (2nd deposit) € 200,00 the same day. Got € 100 bonus.

Played 2 days, mostly roulette.

I was finally lucky, otherwise I'm more of a unlucky fellow. Wanted to pay € 7.000,00. I bet 40 times of the bonus amount should be up to me – at least. In my opinion my debit should be clear for a payout.

Casino refused to pay out my winnings, because I bet more than € 5 per round. € 5 per round is nothing, if you play roulette. Why is it even allowed to bet more than € 5 per round? This determination is completely arbitrary!

Casino did not answer to my last e-mails.

What is your opinion? Can you help?

Thank you!

Player 10002000

Read the casino review

1 Responses

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ThePOGG
November 12, 2020

Hi player-10002000 - 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 there is nothing we can do to help you in this instance. No regulatory currently requires bonus maximum bet limits to be automatically restricted. If you have exceeded the maximum allowed bet while there is a bonus in your account you have violated the bonus terms and as such the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

Sorry we could not be of more help.

ThePOGG

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Agreement

Player 10002000 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

November 12, 2020

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