HomeComplaintsCookie Casino - Player has been accused of breaching bonus terms and conditions and had his winnings confiscated.

Cookie Casino - Player has been accused of breaching bonus terms and conditions and had his winnings confiscated.

Amount: €40,000

Cookie Casino
Safety Index:Above average
Submitted: 30 Apr 2020 | Case closed : 17 May 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Switzerland had his winnings cancelled due to using multiple IP addresses. However, the player played only from home and he is not aware of breaching of the Bonus T&Cs. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Hello everybody

I opened an account on cookiecasino.com. With a stake of EUR 137.- plus a bonus of EUR 100.- I made a profit of approx. EUR 40,000.-. As an experienced online player, I of course deal with the respective terms and conditions and bonus conditions in advance. I implemented my bonus via a single IP address. The stake was never increased by more than EUR 5.- A week ago I applied for my winnings to be paid out. Now the operator informs me that another IP address was apparently used, so my winnings would not be paid out and confiscated. However, this is not the case. As mentioned, the game was played exclusively via an IP address (namely from home !!) until the entire bonus was implemented. How can you do this?

Kind regards Tom

Automatic translation:
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4 years ago

Dear Tom, 


Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general Bonus T&Cs, and this is what I found: 


"1a. All bonuses can only be used by one person/on one device / from one IP / from one browser."


We will contact the casino and ask for their clarification, but before we do that, please, could you confirm that nobody else has created an account with this casino from the same IP address as yours? Maybe someone from your family members or neighbors? 


I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.


Best regards,


Kristina


Edited by a Casino Guru admin
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4 years ago

Dear Tom,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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