Home Complaints Cookie Casino - Player’s winnings from promotional play have been voided.

Amount: €12,400

Cookie Casino - Player’s winnings from promotional play have been voided.

Cookie Casino
6.2/10 Questionable reputation
Submitted: 03 May 2021 | Case closed : 05 May 2021
Our verdict

Unjustified complaint

REJECTED

Case summary

3 days ago - 05 May 2021

The player from Germany breached the bonus T&Cs by placing higher single bet than allowed.

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I deposited 100% with a 50% bonus.

then I had about 2000 € in the game account and about 80% wager full, whereupon I played on 5 € and then on 6 €, 8 €, 10 €, 15 €, 20 €, 25 € and then 30 € where I then won about € 11,500.

There was no notification that the wager was reached or that I was not allowed to play over the stake of € 5, as it appears as a warning at other casinos.

now I wanted to pay 3 * 4000 € and my account was blocked this morning due to a misunderstanding which was clarified and then the account was activated but the entire money was debited and frozen and is no longer available to me according to the casino chat employee and provides a final one Management decision that I violated the bonus terms and conditions and played over the maximum amount during the bonus.

As they say, this is correct even if the wager was as good as full or full in my opinion, but I see the problem that I was allowed to continue playing with a higher stake in order to gamble away the money but in return was not allowed to continue playing to win.

please help me as there is no security function of the casino and there is no legal balance which could affect many others.

mfg Maik J ***

Automatic translation
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Dear Maik,

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 I found this:

„1b. The maximum bet with an active bonus 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."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I could do to support your case at this time if you placed bets higher than allowed. 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 do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

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Hello,

I had about 1500 € until I stopped the increased stake and still everything was withdrawn.

Can't a compromise be found that everyone can live with instead of pulling everything in completely?

Automatic translation
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I am really sorry, but a maximum allowed bet is a very common rule and most casinos cannot enforce it on a software level, therefore we cannot punish the casino. The only thing I can do for you here is to recommend reading the Bonus T&Cs carefully before you start playing.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.