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.
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 averageSafety Index
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7.7
Cookie Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
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:
Public
Public
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
