Cookie Casino— player complaints: 60 in English

Hello, I play in this casino for a short time and withdrawal a couple of times without having trouble. So they have all Documents required. Now i have a problem i withdraw on 28.07.2021 and still waiting for my money, it is on pending status. On the site stands payouts will be submittet within 1-5 days. I write with support chat and they just say please wait, be patient, will will check as fast as possible. I email with my vip manager, she try to help say it is on high prioryty and i have to wait it could not take longer than 3-4 buissnes days. She said than on Tuesday 03.08.2021. Please help me get my money.

Dear Sir or Madam, I've already written a lot of complaints to the support of cookie casino and no one answer respectively help me. I wanted to get a payout of my prize ammount of 2.000 EURO, but they didn't transfer it to my bank account altough I've already sent them all of my ID's. So I would be glad if you could help me to get a payout of my prize ammount. Thank you in advance.

Hello, the casino does not want to cash me my winnings, because I supposedly have a second account, but that's not true. This PC was used by several people, whether someone has registered there I do not know. now I'm supposed to verify the second account, but I don't know who that should be. You cannot give me any information on this either. This is not fair I hope they can help me

I use an online translator. I haven't been able to make a deposit for several weeks, they are rejected. I cannot withdraw the winnings 1030 PLN either. The methods of depositing and withdrawing winnings listed on the Cooke Casino website are inactive. I wrote (e-mail) many times to support Cooke Casino. This remains unanswered. They registered my problem. They write that they will take care of my case and do nothing. I chatted three times with the Suports Agent Cooke Casino. They helped me nothing, they dismiss me. I am a minor player, not a gambler. I think that's the reason they treat me like that. I am asking for help so that I can withdraw the winnings PLN 1030. After that, I will give up my cooperation with Cooke Casino. I am unsubscribing from Cooke Casino.

So the thing is Cookie casino [EDIT]. Sounds crazy but its true. Let me begin with the problems when i wanted to withdraw my winning, they started to ask for countless documentations and proofs, but when i provided all of them they told me that im playing from prohibited country and they substracted my account with all my winning, also they deactivated my account but i managed to make all the screenshots of my account and that they disabled the fuction of editing my profile info(they claim that my address is the reason why they took away all my money, but despite that im Lithuanian but i did play in the country which was legal to play from). if you email me i will send you all the proofs about this scam casino.

Hi, I have an issue with a bonus offer that I accumulated at Cookie Casino. Is this something that you are able to assist with? I played from August to around mid November 2020 on their website and accumulated just shy of a half million CP points (VIP program points). In November I made a complaint that I was losing a lot - please note, this was mainly money that I had somehow won on their casino. The loss was in the region of €150/160k.Hence the accumulated points. This week I logged into my account and pressed the turn to cash button for the CP points keeping in mind that I am now blocked from playing which was initiated by their team not me. The block is in place until the start of May 21, When i turned to cash it the bonus page showed a message use by the start of March or lose the points. This added almost 5000 euros to my accounts in cash. I cancelled the points assuming they would go back to my account for me to reclaim when I could play again. They have refused to support me and I have an email trail as long as the world with all the deflective tactics they attempted to push at me. They did not have this term element *use within 30 days" or lose them on CookieCasino.com. When I asked them to show me. They advised me that it was listed as part of a specific page (again I have this on email) doing some web snooping I found this term on a website called Cookiecasino3.com which was what they pasted into my feedback. which is not the website that I play on. The following day they added the term to the VIP rules page most likely based on my argument with them. They have declined to return the bonus funds (which can only be cashed out at 1 or 3x wagering) I suggested i would go away but I have screen shots of all the terms and conditions that were in place when I hit the button as I felt they would try and mess me around before I made the complaint as their support is brutal. They also suggested I asked to freeze my account which I did not. (have their emails to me on this matter). The reason for my complaint to them was based on their responsibility as a casino as I had the time out message active but it never alerted me apart from random times ie after 6/10 hours when it was set to every 1 hour. I have a ton of evidence. Is this something that you are able to assist with? If it was 100 euros I would walk away and stay quiet, 5k is another matter as it has a lot of potential and is also why they are rejecting it downright. The other issue I have is the Cookie 3 account. I felt that my gameplay was a bit dodgy through the losses it seemed to flicker a lot and the losses were regular and strangely in a straight flow. This casino is regulated under the MGA and allow players from Ireland as I had to really review their terms and conditions site as they are chancers .. They look to have made adjustments to my history as well stating wins where I had none on my login (bet history page) very odd indeed. Kind regards

The casino refuses to pay out, statingThis decision has been made by the casino's management and is not subject to further review.

I won $ 900, when I want to withdraw my money, I am asked to verify my identity, I provide them with lots of documents but he refuses my proof of deposit because my deposit appears with my account number but my name does not appear , j, provided the screenshot with my name and account number but i'm told it doesn't work. my bank does not allow having both at the same time.

I recently made a successful deposit at 9:39pm, |Monday January 25, 2021 and there is no record of this on the casinos site. I was able to proceed with playing the funds on the game boomshakalaka where i managed to increase my funds to over 140 dollars, in which there is also no record of this happening. As i was playing this game the site froze and i repeatedly tried to reload and was unsuccessful and was directed to a page called Cloudflare which said there was a problem with the host, cookie casino and instructed me to try again in a few minutes. I managed to resign into cookie casino and my balance showed zero. I checked my history of deposits and my most recent deposit is not there, the same is for the gameplay history, with no record of me playing the game Boomshakalaka. All i have as proof that this deposit was made are screenshots of the confirmation emails i received from cookie casino and gigadat. I hope that the situation can be clarified by the casino so that this issue can be resolved.

evry t Time I have problem in that casino I make wihtrawt TRUSTLY normal send and I stop I tray take 100 euro under normal tray send Kindly request a cashout pelase!!!!! please*

hello, has a problem with payouts it is now from December 4 that pending while I have often made payouts with cookie but never problems properly pending on time until December 4 until today whatever I do. Verify everything and do not understand what the problem is and cookie cannot or will not say it. 1 week 2 weeks ok maybe suspecting anything but 4 weeks and not yet come up with a reason is impossible not have played at many of your casinos but never experienced this. I am a good customer and VIP mangers on another site with the same licenses can not understand it as long and for no reason than that computer and you play with thousands of euros. so disappointed in cookies and mga providing lycence and this research. December should be a nice month but I thought was only with cookie because 24500 is not 2400 Please can you help me play with legal money with my personal injury case where I lost my leg and was still some fractures and more traumatic and had to take 15 years to complete personal injury case and then I get this again with cookies and not paid . I ask you to give the number the reason why this had to happen the reason why I have to wait so long for payouts because it was really respectless, you can't get an answer anywhere but playing is allowed..M

I made a withdraw to my bank account at cookie casino of 1000 euros December 21, 2020. They claim that they made the payment December 21. On their site it says that the payment can take place between 1-5 working days. Today it has been 6 working days and the money has still not reached my account. I have emailed back and forth a total of 40 emails and they first asked me for an account statement from the bank which I attached to them stamped from the bank where it clearly shows that I have not received the money. Cookie casino then replies that they want an official statement that the money has not come to my account from the bank. The bank says they can not send anything other than my bank statement as they have already done. Now customer service at cookie casino refuses to help me where the money has gone without the official statement I have said several times that the bank does not have such a document and therefore they think I should accept that I will not get my 1000 euros. I have asked them to check with their bank where the money is but they only say that the payment has gone through on their side. Can you please help me get my money? I have a long email conversation with cookie casino that I am happy to send to you as well as my account statement which is signed and stamped from my bank that i havent recieved the money. Where do you want me to send this information? Please help me with this.Kind Regards

My partner has an account for Cookie casino and I made an account a bit later. I wanted to withdrawel money but this wasn't excepted because my partner needed to upload his documents first. I have several emails with proove this was asked for. He uploaded his documents and I whitdrawel again. This time I got an email with this information: We would like to inform you that we have performed the security check, during which we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account and subtract your winnings. You are left with your deposit. Please withdraw it as soon as possible. After that, your account will be closed. The Casino has zero tolerance to advantage play, such as but not limited to creating more than one account in order to get an advantage from the Сasino. You can get acquainted with the full version of our Terms & Conditions on our website. Keep in mind that you have agreed with our Terms & Conditions during the registration process. The decision was made by the casino's management and it is final. There is nothing in the terms about this. I asked the customer service and they first send something, what is not in the terms and then send something else, what is neither in the term. So they closed my account but in mine oppinion I did not did anything wrong. We both send all the documents that was required and prooved that we are 2 different players. I send proove that we live together but also that the we both have 1 personal account. We used a different browser, both on a different device, IP address is NOT in the terms. So they removed my money that I won, closed my account for no reason.. Can you please check? Kind regards, [EDIT]

hello,i have played a lot at casinos but the fire strike slot machine and my account really can't. the people at cookie admit that this is no longer normal,what can I do? everything immediately goes to 0. and if you deposited 20,000 then you would win a prize with a maximum bet of 0.50,right? I've never seen this at other casinos. I have a very bad idea. and hope you can do something?

I have been playing at cookie casino since June 2020, during this period I have deposited and lost more than 600 euros. On December 1st I deposited 30 euros and I received 15 euros bonus money and I also received 50 free spins. Now I was told on December 4, 2020 that I play too often and too much with bonus money and I will not receive any bonuses in the future. Probably because I played very well with my 30 euros and the 15 bonus. I have played the bonuses more than 40 times and after that the money is free and you can also play online on jackpot machines, especially with the game "Caishens Cash" I made quite a bit of money even exceeded 500 euros, I kept playing up to 296 euros when I decided to quit for the time being and refund my money. However, then the accusation came that I had bet too large amounts of the bonus money and that I played on online games that I should not be allowed to play on. I think this is so unfair and so stupid about Cookie Casino, now they have lost a good customer. If I had already played on forbidden games, they should have made this known by warning me or making it impossible in practice. Now this search for errors is a revenue model to not pay customers money. This behavior gives the casinos located in Malta a bad name. This does not give confidence.

They have blocked my winnings and will not released them. i have tried everything. this casino is a scam for canadain people please help

I cant withdraw i sent you all the documents. I just want to withdraw my money.

Dear, After losing quite a bit of money yesterday, I spoke with a customer service representative. He gave out of leniency a personal cash amount to play with, this was 150, - euro. With this I had to unlock the wager in order to be able to pay out. I then succeeded. And the money was in my account. I wanted to pay this amount afterwards. First of all, I had to upload documents. I did this and it was approved. Then requested the payout. Everything was right and on pending. After this I get the message that my bet has been too high. This while it was not a bonus but a personal amount of leniency from the casino to play with. They didn't explain to me what to do, just the wager limit. A very bad communication and after request payment after everything is correct they take my money. I feel cheated by the casino. This while I also bet a lot of money that I lost. Limits have not been discussed at all. Nor was this a bonus you get when uploading money. But it was a leniency bonus. 1. Why can I increase my bet when it is not allowed. 2. I receive a personal cash bonus of 150, - euro from your colleague during chat conversation after what I have lost. However, he does not tell me that there are still certain rules. But he tells me I can offer you 150 euros to play in our casino. 3. I still have the chat conversation in my possession. 4. First you indicate that I have to verify my account and upload documents in order to be able to pay out my money. Then this is all approved and I get another reason for not paying. 5. Why do you interrupt while playing in your casino when I have exceeded the max bet, again we are not told. 6. You do not give clear information to the player. 7. You tell me in a personal conversation during chat that only wager is important to be able to release the money. 8. Does this have to do with the free rounds or the cash bonus that I personally received because these are separate from each other. I expect you to reconsider this and still pay me out. I also have proof that I am clearing the bonus and the casino approves all my documents

Charged in (1st deposit) € 100,00. Got € 100,00 bonus Charged in (2nd deposit) € 200,00 the same day. Got € 100 bonus. Played 2 days, mostly roulette. I was finally lucky, otherwise I'm more of a unlucky fellow. Wanted to pay € 7.000,00. I bet 40 times of the bonus amount should be up to me – at least. In my opinion my debit should be clear for a payout. Casino refused to pay out my winnings, because I bet more than € 5 per round. € 5 per round is nothing, if you play roulette. Why is it even allowed to bet more than € 5 per round? This determination is completely arbitrary! Casino did not answer to my last e-mails. What is your opinion? Can you help? Thank you! Player 10002000

I have deposited 900 euro via a joint bank account that is co-registerd on my name. However they have removed my 14k winnings and blocked my account. They are accusing me of using 3rd party payments, however I have provided multiple bank statements that proof me being owner of the bank account used for the deposit. (I am fully aware of the fact that 3rd party payments are not allowed) When providing them with proof of bank statements. I get emails returned that say: ''Thank you for the provided the information. However, your request for the account to be reopened has been denied by the security department. This decision was made by the management of our casino and is not subject to further consideration.'' I have proof of the original deposit and another random statement aswell showing my name. [EDIT] [EDIT] Thank you for your time.