Cookie Casino - Player requests a refund.

I am writing to express my dissatisfaction with cookiecasino.com. It has come to my attention that the casino allowed account opening from Austria, which is already in violation of the law. According to regulations, casinos in Austria should not be accessible except for win2day.at. This breach raises concerns about the legitimacy and adherence to legal requirements by cookiecasino.com (an N1 Interactive-Casino)

Furthermore, I have been attempting to contact the casino regarding the retrieval of unlawfully acquired profits, but my efforts have been met with silence for several months. Despite multiple attempts, cookiecasino.com has failed to respond to any of my lawyer's letters regarding the matter. This lack of communication is both unprofessional and unacceptable.

Adding to my concerns, I have recently become aware that N1 Interactive, the operator of cookiecasino.com, has started reporting liquidity issues as a means to shield themselves from potential lawsuits coming from german and austrian players. This raises doubts about the financial stability of the casino and its ability to handle customer disputes and financial obligations. Such behavior undermines trust and raises serious questions about the integrity of cookiecasino.com.

I kindly request a prompt resolution to these issues and a satisfactory response regarding the retrieval of my unlawfully obtained profits. Failure to address these concerns adequately will leave me with no choice but to escalate this matter further. I expect the necessary actions to be taken in accordance with the law and the principles of fair and responsible gaming.

Dear c5srx49hpn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

First, let me ask you to clarify which casino is the complaint about. Are you requesting a refund from N1 casino (https://www.n1casino.com/) or Cookie Casino (https://www.cookiecasino.com/)

Unfortunately, we at Casino.Guru doesn’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Unfortunately, in this case, we are not able to help you and you are not entitled to any refund of your deposits if you already played down your funds.

I can only recommend you do better research next time and play only in the casinos licensed by Austrian Ministry of Finance (Bundesministerium fürFinanzen, BMF) and the Austrian Tax Office (Finanzamt Österreich).

Do I understand correctly that you played your deposited funds already?

Thank you for your reply and understanding.

Best regards,

Tomas

I am requesting a refund or at least a partly refund from CookieCasino, which is licensed under N1Interactive.

funds have been played and account has been banned.

Although, mentioning this problem and misbehavior at the casino-mail, didn't help much.

The casino says that its my mistake that they have profits due to my "unlawful behavior" (every courthouse had the opinion that the players losses have to get paid back from german and austrian players).

the casino knows since months that german and austrian players aren't allowed to play there and they are still accepting registrations and verifications from those countries players and IP-Addresses.

Thanks for your reply.

I checked the casino's website and there is no indication Austria is a restricted country:

registration form indicates Austria is allowed:

according to the terms and conditions, Austria is not a restricted country. https://www.cookiecasino.com/terms-and-conditions and the Casino is licensed in Malta.

"Players from Slovenia, Latvia, the United States of America, Australia, Belgium, the United Kingdom, Estonia, Italy, France, Turkey, Spain, Slovakia, Anguilla, Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia, Saint Martin, Czech Republic, the Republic of Lithuania, Portugal, Belarus, Israel, Gibraltar, United Arab Emirates, Jersey, Ukraine, Greece, China, Jamaica, Cambodia, Iraq, Syria, Myanmar, Lao PDR, Angola, Cape Verde, Paraguay, Macau, Hong Kong, Albania, Pakistan, Lebanon, Cote D’Ivoire, Iran, Afghanistan, Guatemala, Uganda, Panama, Zimbabwe, Mauritius, Nicaragua, Yemen, Central African Republic, Sudan, Liberia, Cayman Islands, Somalia, Republic of the Congo, Democratic Republic of the Congo, North Korea, Eritrea, Haiti, Sierra Leone, Ethiopia, South Sudan, Burkina Faso, Libya, Mali, Barbados, Rwanda, Serbia, Norway, Cyprus, Cuba, Ontario (Canada), Romania, Georgia, Hungary, Algeria, Armenia, Azerbaijan, Bahrain, Belize, Bosnia and Herzegovina, Brazil, Burundi, Cameroon, Colombia, Comoros, Ghana, Guinea, Guinea-Bisau, Guyana, India, Jordan, Kazakhstan, Kenya, Kiribati, Mexico, Moldova, Morocco, Mozambique, Niger, Nigeria, Niue, North Macedonia, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Uzbekistan, Vanuatu, Venezuela, are prohibited from playing real money wagering games at CookieCasino Casino. "

I am sorry but if you played down your casino balance, we can't help you with your request for a refund based on the arguments you presented so far. Please let me know if there is any information I overlooked, otherwise, I'll be forced to reject your complaint.

Dear c5srx49hpn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.