Cookie Casino - Player has cancelled his bonus accidentally.

I’m new to this online gambling, especially about wagering of bonuses. I’ve deposited 2x €100, get €100 and €50 bonus. After playing for a couple of hours my balance was €900. I decided to try to withdraw my profit. First I cancelled the €50 and checked my balance, €850 left. So I thought it doesn’t effect my profit. When I canceled the €100 all my winnings are gone..... no undo. I chatted with the support team, no pardon, it’s just like that. I asked what is the logic that someone wants to canceled his bonus if he knows that his winnings will be gone too?

Sadly no understanding, not even a bit of compensation or whatever, just like that.

So for me no more Cookie casino, the support team don’t do anything to try to satisfy the new player or discussed this with their manager or somebody who had more authority. Very bad policy I find.

Dear Glenn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.cookiecasino.com/first-deposit:

„A player can request a withdrawal prior to meeting the bonus wagering requirements, but the bonus and any winnings resulting from it will be forfeited."

"You can claim only one bonus at a time. Deposit bonuses are not added up."

Could you please specify which bonuses you have redeemed and clarify the timeline? Did you play with two active bonuses at the same time? Unfortunately, that would be considered as breaching terms as well.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi Petronela,

The first time I deposited €100 I didn’t notice any changes to my balance, no bonus. That’s why I tried with another deposit of €100, then both bonuses came up, €100 and €50. Just as I wrote earlier, not really used to play online. So I should have canceled one of them before playing?

Anyway, i’m aware that I’ve to read all the conditions first, but their answer is just cold and strict, no understanding or at least a bit of compensation.

But maybe I expect too much. Again, what’s the logic to canceled a bonus if you know that all the winnings will be gone too, right? I recon, with a withdrawal the player can always cancel that before the pay-out, but in this kind of situation there is no option to undo / cancel your action. I think it’s safer for me to go to the real casino.

Thanks for your quick respond anyway.

Regards,

Glenn

Dear Glenn,

I fully understand that it might be confusing, and one could use a sidekick next to him to guide first steps, unfortunately, the terms are strict and breaching rules, even by a mistake, leads to confiscated winnings.

For the future references, if you activate a bonus, finish wagering requirements and withdraw your winnings before accepting any other promotional offer. In majority of casinos, only one active bonus is allowed. Bonus is active as long as it’s in your account, meaning it needs to be either withdrawn successfully or, in less fortunate case, lost completely (balance as close to €0,00 as possible).

Please let us know if this advice was helpful and explanation satisfactory. Thank you in advance.

Dear Glenn,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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

The player can reopen this complaint anytime.