Cookie Casino - Player’s bonus winnings have been voided.

After I played here for a long time and made a lot of deposits here, I received a 50 free spins bonus.

i played this with €1-€2 each spin, when the wager was reached I continued playing and won big(€5000).

when I wanted to withdrawel they confiscated my winnings, because it was against the bonus terms.

its ridiculous , if you lose there is no one you will hear. When you win, they do everything to not make a pay-out.

i played here a lot, but never again.

be warned..

Dear Boyki01,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played? I have checked the general bonus terms and conditions, and this is what I found (here):

"NO-DEPOSIT FREE SPINS

...

7b. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a nodeposit bonus is 50 EUR, 50 USD, 500 NOK, 75 CAD, 200 PLN, 75 NZD."

Please understand that if your winnings were accumulated from Free Spins solely, there would be a maximum cashout rule applied before withdrawing your winnings. Was your active balance confiscated completely, or capped/reduced?

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

Best regards,

Petronela 

Thank you for your reaction.

they said I played a higher bet.

Nowhere in the terms I can find about doing a bonus buy. The single spins where not higher then €2 , the max should be €5.

the whole winning is confiscated.

i received a free 50 spins bonus.

I understand now. I have checked the general bonus terms and conditions, and this is what I found (here):

"GENERAL TERMS AND CONDITIONS OF PLAYING WITH BONUSES

...

1b. While you have active bonus, maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, CookieCasino reserves the right to confiscate the winnings."

Could you please forward your game history to petronela.k@casino.guru if you feel that you were accused mistakenly?

Thank you, Boyki01 , for your game history. I have checked it thoroughly and found several bets greater than the allowed ones while your bonus was active (not after completing bonus wagering).

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Oké I understand.

but all winnings after that were confiscated too.

why not only the ones during the wager..

Because during the entire bonus session you need to stay within the limits. I'm sorry but if you breached the maximum bet rule many times while completing the bonus wagering, we won't be able to help you.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.