The player from Denmark had his winnings cancelled because of opening multiple accounts. After we haven't received any answer from the casino for two weeks we had to mark this complaint as "unresolved".
Cookie Casino - Player has been accused of opening multiple accounts.
Black points: 767
Amount: €7,000
Cookie Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I won a lot of money at the cookie casino and therefore wanted to withdraw my winnings. I had pre-uploaded documentation of my identity, card, etc. (before I would pay back to my card)
At first they did not approve my card as they thought I had uploaded a wrong card. I did not have that. I uploaded the same thing again, made a new "withdrawal" and a few hours after the cookie casino closed my user, removed my winnings and said I had violated their terms and conditions by having two users.
The thing is that I have had another user before, but this one I have closed and several days later I then open a new user without difficulty. I play online for 4-5 hours and eventually win a big win.
I have taken screenshots of everything from my winnings, payout, chat support as I already became suspicious at first rejection.
Cookie Casino has stolen my money and if they think I have violated a term then it is without intent and I have no idea that I should have done anything wrong. It is simply an expression that cookie casino will not pay me my winnings. Perfect as I read all the other reviews in here.
I will do everything I can to get my money.
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casinos General T&Cs (https://www.cookiecasino.com/terms-and-conditions) and I found this:
"Each player can create only one (1) personal user account. Creating multiple accounts by a player ("Duplicate Accounts") can lead to such accounts terminated and any payouts suspended. Any returns, winnings or bonuses the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and the player undertakes to return to us on demand any such funds which have been withdrawn from the Duplicate Account."
"In case the player has a duplicate account with bonuses, or same ID, or used a few accounts from the same browser, or same playing scheme at both accounts, the casino reserves the right to terminate such accounts and withhold the winnings. If a customer avails of registration free spins while his/her county differs from the IP address, the administration of the casino reserves the right to terminate such an account and withhold the winnings in order to avoid negative practice in the future."
Could you please clarify if you have activated any bonus in your first or second account? How exactly did you close your account?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hi Kristina,
I have never used bonuses, deals or anything third. I have only used my own money deposited in the account.
my previous account I wanted closed and I did so on the user.
it took a few days before I opened a new account because I could not use the old one.
I emphasize again that there have been absolutely no benefits for me in creating a new account and I have never ever been aware that once I have closed and excluded an old account that I cannot open a new one.
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3 years ago
Thank you very much Michael for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Translation
Hi Nick, That's nice of you. However, I have really tried myself and am promptly thrown off with an answer that 'management has made their decision' every time.
I have in no way exploited or made use of benefits, I sincerely believed always and all the time that I followed the set of rules and it simply hurts so much that one can be so vicious. It is simply so unreasonable.
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3 years ago
Unfortunately the casino hasn’t provided any answer on this case. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
Hello Nick,
I even hired a local lawyer against the casino as well.
They simply have to pay me my money.
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Nick
Casino.Guru
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