Cookie Casino— player complaints: 60 in English

Dear Cookie Casino Support, I am writing to inform you that I have officially escalated my complaint regarding the technical malfunction on my account to an Alternative Dispute Resolution provider, as advised by the Malta Gaming Authority. As previously explained, I experienced a technical issue that resulted in a loss of approximately €965.07. I have already provided all available evidence. However, I am still unable to access my full game history, which prevents me from retrieving the Bet IDs you are requesting. This limitation is on your system side, not mine. I kindly request once again that you: - Provide me with my complete game history, or - Proceed with a full investigation based on the evidence already submitted Refusing to investigate due to missing Bet IDs, which I cannot access, is unfair and prevents a proper resolution. Please note that this matter is now under external review. I look forward to your prompt response. Sincerely,

I requested a withdrawal from CookieCasino and have complied with all verification and source-of-funds requirements, including ID verification, payslips, bank statements, and Instadebit transaction history. Despite this, my withdrawal has not been processed. The operator has **repeatedly delayed the process** by requesting additional documents in stages, often after periods of silence, without explaining why previously submitted information was insufficient. Each time I comply, new requests are made, further extending the delay. Customer support responses have been vague and no clear timeline for completion has been provided. I believe these ongoing delays are unreasonable given my full cooperation. The Malta Gaming Authority Player Support has reviewed my case and referred me to the operator’s appointed ADR for resolution. I respectfully request that the ADR review this matter and require CookieCasino to complete verification and process my withdrawal without further delay.

I received a promotional email from ( ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ) to notify me that 50 spins had been added to my account(see bonus email1&2) and on this email it had terms and con itions that apply to that bonus.(26-09-2025) I proceeded to play this bonus and win an amount around 10 euro and complete the wagering requirements (see wagering completed) After wagering requirements were met I proceeded to win an amount around 830 euro (see proof of win) I then went to initiate a withdrawal on my account as no funds were blocked by bonus and the full amount was available.(See withdrawalmail) After 24(est) hours I received an email to notify me that my withdrawal was cancelled.(See cancellation notice) A follow up email was sent (see cancelreason) to explain why. It explains my balance was being changed due to the terms and conditions of the bonus and directed me to terms and conditions (see terms1&2) Having read this page the language of this leads me to believe that it only applies to sign up spins or welcome bonus and this was not either of these. My funds were removed as any funds ‘ associated with no deposit bonuses ’have a 50 euro max cashout in total however the promotional email did not state that it simply said that the winnings from the spins after wagering couldn't be more then 50 euro ( mine was not) and the email failed to mention the term that lead to the seizure of my funds. To summarise I believe that's cookie casino has arbitrarily enforced the terms of one bonus on another in order to not pay the winnings and clearly stated terms in the email for the bonus and did not direct me to the terms and conditions page stated in the emails and correspondence with me. I therefore wish to receive my 780 euro remaining balance to my account in a manner that is easily available to withdraw (no wagering) as I have won them fairly with funds that had already been released. Thank you for your consideration

I attempted to withdraw an amount of approximately €300 from my user account at CookiCasino to my personal bank account. During the withdrawal process, I was requested—for the first time—to verify that the deposit had originally been made from a bank account registered in my name. This verification requirement did not exist when I deposited the funds. At that time, there was no interest in the origin of the money. Although I find this discrepancy questionable, I accepted the requirement and submitted proof accordingly. My bank, however, does not provide documents that show both the account holder’s name and the specific transaction on the same document. Therefore, I submitted two clearly linked screenshots: one screenshot displaying my full name and the IBAN of the relevant account, a second screenshot showing the deposit made to CookiCasino. Despite this clear and verifiable documentation, my verification was rejected on the grounds that "the account owner's name must be visible on the document". Since this is technically not possible via my bank, I submitted additional sets of documents, all of which clearly proved both the deposit and my ownership of the account. Nonetheless, each attempt was rejected without any new or helpful justification. In addition, when I contacted customer support via the same email address I had previously used—and on which I had regularly received communication from CookiCasino—I was suddenly told that my email address was not registered and I should use the one that is. This is clearly inconsistent and appears to be a further delay tactic. In summary, I have made repeated and good-faith efforts to fulfill the verification requirements. Despite that, no solution has been provided, and all my documents have been categorically rejected. It now appears to me that there is a deliberate attempt to prevent or delay the rightful payout of my funds. I therefore see no other option than to take legal action to enforce the payment of my rightful balance.

Hello, On 30.01.2022, a cross-licence ban was imposed by N1 due to problematic gaming behaviour. The casino confirmed that I could not have registered anywhere and was banned from all N1 casinos. I was still able to continue playing. The evidence is attached. Cookie did not respond to my complaint.

Dear Casino Reviews (ADR of N1 Interactive Ltd.), Desperation – that is what I have been driven to because of N1 Interactive Ltd. It is impossible for me to reach anyone who is an actual representative of this organization. I have had individual contact with nearly all casinos, but when it comes to obtaining real answers, communication breaks down. They claim to escalate the matter to a “special department,” though it’s unclear whether they refer to the individual casino or N1 Interactive Ltd. Responses then come through the casino, but these are unhelpful. The so-called special department rarely replies unless I follow up persistently. Each time, I must contact the live chat of individual casinos. After months of getting nowhere, a support agent referred me to you, claiming it was the only way to contact someone regarding the N1 license. https://www.mga.org.mt/app/uploads/Directive-2-of-2018-Player-Protection-Directive.pdf I am also not able to call them directly, even though the rules clearly state that providing telephone support is a minimum requirement: “Part X – Complaints and Disputes. 39. (1) B2C licensees shall maintain a player support function with sufficient resources to efficiently, competently and effectively interact with players, which for B2C licensees offering games via remote means, shall include at minimum, electronic mail and telephone as channels, whilst B2C licensees operating gaming premises shall, in addition to the above channels, also maintain a designated person within the premises.“ I am leaving this message because I am requesting a refund from N1 Interactive Ltd. Over the years (2018-2021), I have gambled extensively at 14 casinos operating under the same license. I have a gambling addiction, which is also evident from the following pattern: 1. I had set multiple responsible gambling limits at the multiple casinos of this single license 2. The reversal of withdrawals pending the processing at casinos of this single license 3. The amount of deposits at casinos of this single license 4. At multiple casinos of this single license, I requested (lifetime) self-exclusion and was self-excluded. Yet, I was still able to open accounts and gamble at other casinos under the same license without any issues. During my self-exclusion periods, I also received marketing emails encouraging me to gamble with bonuses. These emails were sent despite my lifetime self-exclusion being in effect at the casinos where i received the emails from. When I told them about that (this year) i received an apology and was removed from their mailing list, the damage was already done. I am requesting a refund for at least the following casinos of this licensee: - **Cookiecasino (2020)** - **Avalon 78 (2020)** - **Crazyfox (2020)** - **Winny (2021)** - **Masonslots (2021)** I had self-excluded specifically due to gambling problems. Several staff members (see attached) confirmed that my self-exclusion was due to gambling issues. Could you please investigate this for me? I am seeking clear answers regarding: - Why the rules I am referring to were violated. - Why my concerns are not taken seriously and how I can get a refund. I find it deeply disrespectful that my gambling problem has been exploited in this way. Regulations are in place to protect players, yet under this license, I was given free rein and continuously encouraged to gamble. An apology alone is simply not sufficient. Despite requesting my data from multiple casinos, I have been ignored or received incomplete data in some cases, generic data. The DPO was helpful most of the time, but I did not get all the data I asked for. **N1 Interactive Ltd. has failed to comply with critical MGA requirements:** 1. Failure to enforce Self-Exclusion I had life-time self-excluded from multiple n1 casinos because of a **gambling addiction**. But i was still able to register and gamble across several N1 Interactive Limited casinos operating under the same MGA license using the same personal details. This violates the Player Protection Directive, which mandates that self-exclusion must apply across all brands under the same license when there are indications of a gambling problem. Specifically, "in the event that a player has been excluded in light of sufficient reasons which indicate that the player may have a gambling problem, [...] that player shall be excluded across all brands operated by the B2C licensee, irrespective of whether the brands require separate player registration"​(Directive-2-of-2018-Pla…). states: _"B2C licensees shall have procedures designed to ensure that a player who has opted for a definite or indefinite self-exclusion period cannot gain access to their gaming services."_ The fact that I was able to create new accounts, despite having self-excluded because of gambling problem, demonstrates a failure to prevent this through technical measures, as required by the Directive. 2. Prohibited Marketing Communications Following my self-exclusion, I continued to receive marketing emails encouraging gambling activities, from casinos where I had previously implemented a lifetime self-exclusion. In these emails, I was actively encouraged to gamble. This directly violates of the Player Protection Directive, which states: "11). No licensee may attempt to induce a player who has requested self-exclusion to continue making use of its gaming service." This demonstrates a failure to protect vulnerable players and exacerbates gambling harm. 3. Detecting and identifying problem gambling 17. (1) B2C licensees shall employ measures to detect, and identify problem gambling, using analytical tools and, or behaviour monitoring systems with pre-designed and, or evolving parameters and customer interaction staff for detection of problem gambling. Part VI – Player Activity and Support The criteria taken into consideration by the licensee to meet its obligations in terms of article 17(1) shall be documented and reflected in the policies and procedures of the B2C licensee, and such criteria shall, at a minimum, include: (a) the amount and frequency of deposits and, or wagers; (b) the use of multiple payment methods; (c) the reversal of withdrawals pending the processing there of; (d) communication-based indicators such as increased player complaints and bonus requests; and (e) use of responsible gaming tools. Despite these clear rules, N1 Interactive Ltd. failed to act on my gambling problem. I am seeking accountability for these violations and demand appropriate resolutions, including the requested refunds. This disregard for regulatory requirements and player welfare is unacceptable. Kind regards, How things should go: https://casinoreviews.com/complaints/gslot-self-exclusion

I have Hd many problems whit this casino. When I would play and withdraw they would constantly put it back on my account even though I had already verified. The would put the money while stil playing. Besides that I was able too play not not knowing it was illegal for a Dutch citizen too put money on there. I would use ideal which is a Dutch payments method for the bank. I have withdrawn 7200,- so there is still 13000 euros left for them too pay me.

Deliberate misappropriation of transaction histories and withholding of withdrawable funds

I give free spin for my birthday and I do not look nothing there and one time I do not have a payment for my bank... Cookie Casino

i won on cookiecasino 250 euro, i was trying 3 days to get the verification done, i contactet alot time,s the costumer service, and always the same answer, the last time, had contact with the costumer service they told me that the document can not older then 3 months i uploaded a new document, from a brief post with my adress on it, and whitdrawel the money again.. after a few hours later i was checking the status and i was in shock the money dissapears, this was on 5 october 2022. i contacted again with the costumer service, and they told me that i played with the 250 euro but thats never be happened, also i cant found any information about that because you can only look back till 50 bet history or what they called on cookie casino transactions. it stinks to scam i know im not was be played with the 250 euro because i did on 5 october also a depost, from 12 euro and 16.. i only played with that money im not stupid im not wasting the 250 euro, i ask for a ip adress who was played on that account nobody has my password, and nobody has my phone that day... but right on track they give me a mail adress and again the same simple answer, and they told me that i must checking it bymeself, and they cant give me any information.. what i before write about the history i cant check this! the hole situation stinks, i want my winning money, i won it i dont be like it to be fooled im not stupid!

I am very angry and sad. they have removed morethan 3800 euros from my account yesterday. Reason my bets were to high but thats nonsens . first of all this is a bonus from sunday. during this bonus I first played <5€ until the waggering was over. second. I have been making withdrawals time over time again and again since Sunday that were rejected. They could have warned me about this if this whas the main reason. thirdly i won a lot of money with low bets. also this money has been taken from me. fourthly, I won a tournament with this money and this too has now been taken from me. Fifth, mondaynight I won a lot of money and that had nothing to do with Sunday for a long time. now that the amount is so high my transaction is suddenly canceled and all my earned money removed this is really no way of doing business i have therefore also engaged other authorities including those that deal with the licenses of n1/casinos / casinos in malta. I wish u could help me!

I want to make a withdrawel, everytime they say the withdrawel is declined. The ask so mans of documents and i gave al the documents but is isn't enough for theme. It is like they don't want me to make a withdrawel. I have being email them 5 days now.

on April 2, I requested my withdrawal and it was rejected because I had to prove my payment method while my account was already verified. I did this immediately and it was approved almost immediately, my payout of €900 was not. this was rejected on Monday 4 April because I had filled in my name with [EDIT] and it had to be [EDIT]. [EDIT] is also on my bank account and card. adjusted again and applied for again, this was also approved on April 4th. the casino had told me that I would receive a proof in the mail if the payment was accepted but I have not received this until now and they do not want to give this either! today April 8 I still have not received the payment. I often play online but this has never happened to me. I find cookie casino very customer unfriendly and the support team too. Greets [EDIT]

hello had an account at cookie casino. I also have a paysafecard account with the name on mine man paid in (third person) since September demonstrably 4700 euros. ivh had won in february and wanted to pay out. cookie casino canceled the win and terminated the account. all right but the third person ([EDIT]) had asked for a refund and they delayed him with endless correspondence .. then they have him 170 euros paid out without an email notification or purpose. but there are still 4421 euros missing,of course they are still open .. the support wanted us to take a picture of every single deposit,although everything is demonstrably specified in my cookie account under paysafcard account .. they write more and more nonsensical things and don't want to pay any acknowledgment of the third person. they can't take third party deposits for months and then not refund when i close..they canceled my 110,000 euro winnings before..while i was playing slots the management booked me a bonus..i didn't have any as i press idea of the project. then they said i broke the bonus rule.. but while playing high stakes i couldn't know. saved all game history and support traffic and am considering going to court . a lawyer told me that [EDIT]i had a very good chance of being recovered and being compensated

I wanted to withdraw 500 Euro at the Casino and they didnt do anything since over 96 hours. I am totaly verifyed and if i contact the support they only say i need to wait. In there rules they say a withdraw is max 12 hours later

on the 26 of oct i tried to withdraw money but that was discraded 2 weeks later now i try to withdraw but the minimum has been changed too minimum 250 withdraw wich was minimum 10 euro end all they say is pls wait

Hi so i won 2,450 EUR at november 8 and i requested for a check out at 03:08 am. i received an e-mail off it with (We received your request to withdraw 2,450 EUR.) after that they told me there's a duplicate account in my household and that that person needs to verify herself by uploading some documents (my sister) so she uploaded everything. after that i send them a message that she uploaded all here documents and everything was oke and i received an confirmation mail off it, after i won i left 60 euro on my account and go to sleep and when i woke up i was lookin if the cash out was approved, so i checked my e-mail and there was nothing and i logged in my account and it said (Your account is disabled.) and that i requested that on their chat online??? why would i even let my account get disabled. moral of the story they told me that i used all the money that i won? and that they don't see anything on my account anymore?? thats really stupid, i've the mail here with the withdrawal request and if i cancelled the withdrawal i would also receive an mail so thats a whole lie, i've also screenshots of the amount on my account. i just want my money and never play on their site again.

They keep keep doing difficult about my withdrawls asking different questions over and over again alle my documents are approved. I followed al the rules off the terms and policy. In the past already made few withdrawls but now IT a jogger withdrawl. 3700€ and doing difficult for almost a week

They took my $4000 I had Cashout and told me I over bet while playing with there bonus . I tried to get them to prove it to me and still haven't been shown any supporting proof of me doing so .

I have been playing at cookie casino since 2021 , during this period I have deposited a lot of money and won some back. But the problems started when i tried tot cash out. because of a typo my nae was spelled woring ande the adres missed a letter. This could nog be adjust manualy by me while in my account. Then the said that there was another account wich played on my IP adres and thats fraud. This was an account from a relative who played on my laptop. They Confiscated all the winnings (€ 788,76) en and left €20,- (last deposit) for me to cashout. if i cashed out the € 20,- then the account wil be terminated during fals provided info from a player. This means i breached the rules so there for i was labeled a fraud. PS. i did a lot more deposits than that. I provided al the documents (pasport, bakstatement, picture of myself holding my passport and an explanaition why the name has a typ (because of a broken keyboard). Cookie casino is not being straight to her customers and give the online casino a bad name. I found the penalty for a type fault way to heavy and demand a credit on my account.We have been communicating back and forth and i provided the casino with al the information they need but they just wouldn't adjust the name and adres addition.