The player from Austria had her winnings voided as if they’ve been generated from a bonus play due to alleged breach of maximum bet rule. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
Cookie Casino - Player’s winnings have been cancelled.
Amount: €74,000
Cookie Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
Cookie Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I deposited almost 20,000 and never withdrew anything. Then I was lucky and already had 80,000 profit on the account. The verification of the account is pure chicane. Three times the same sent then after 2 days they managed to verify. I then immediately gave the Max 4000 for payout. During the day I continued to play with the usual high stakes. In the early evening I was locked out and got an email that my winnings had been confiscated for violating the bonus scheme. I've never activated a bonus because I know and can't play many games. I sent this back by email. The supporter said cheekily, yes, I know the management made it different for you and added a bonus that I was playing for. He says I agreed to the bonus rules through the reorganization. According to the terms and conditions, they are allowed to. The 4000 were also not paid out even though I gave the payout in the morning. . You haven't had a bonus at all. They didn't answer this question, nor did they send an email, my case was checked again and everything was legally confiscated. I think that was already planned with the sneaky bonus because I was surprised that the 4000 in the afternoon were still being processed even though my account was verified.? You don't pay out big winnings just for the casino itself. This is completely criminal and just luckily has nothing more to do. And they got 20,000 deposits. I did not transfer 1 euro
Automatic translation:
Public
Public
3 years ago
Dear Sarah,
Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have ever opted out from receiving further bonuses? If your account is still accessible, could you please forward your bonus and game histories to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
I only wrote the live chat that once no bonuses did not work, it was always on but I always saw it and never activated it. Since they knew that I would not activate it myself, the two times I would have played were added to it. But that was only in the early evening when they added it. I gave the 4000 to pay out in the morning and my account was vervizirt and there was no bonus on it. I will send the game history
Automatic translation:
Public
Public
3 years ago
Thank you very much, Sarah, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hi Sarah,
I'm taking over your complaint. Let me ask you a few questions. How much money was on your casino account before you received the bonus? Have you activated the bonus yourself? If not, were you informed that the bonus was active?
