Cookie Casino— player complaints: 60 in English

hello here i have a video that explains it all with visuals. [EDIT] i found the situation odd and unfair id love help since i found it a hard situation and dont really know what to do.

The casino advised me that they cannot pay the 100e back onto my visa debit that i deposited with as they normally do i can use bank transfer but this has a limit of minimum 500e they have ecopay and paysafe but i dont have these options how can i get y funds back please

Please help me that the casino will pay me out, I have emailed various assistants several times and sent several documents as the regulations stipulate, but the ladies and gentlemen from the finance department always find an excuse to avoid a payout, everything is saved, all of them Conversations and my personal documents, please, you have the authority on my part to control and you will notice that it is almost like a fraud, please answer me in German if possible, thank you.

I Send all the documents They Need it but they Don't We draw my money to my account They are saying that I have to Play account but it's not True die don't want to pay me is a scam

Hello, I start by telling you that I started playing on Cookie Casino by depositing 50 euros and then to fulfill a turnover of 2000 € in order to claim a possible win. I met these conditions, I had a gain of 677 euros and I wanted to withdraw 600 euros, at which point checks after checks began. I mention that I have a residence in Romania, but I work and live for a while in the Netherlands. At the casino I provided my address in the Netherlands for which I proved, but I also did the one in Romania. After they approved my documents in the casino application, they still refused to pay me, and they invoke the reason could not send me the money on the credit card from which I made the deposit and I must choose another option. I chose the option by bank transfer on another card that I have and this time they refused my transaction because I violated a rule, playing in bet more than 5 €, which I did not do and I required proof. Following the conversation on email in which I asked for proof, they confiscated all my earnings, saying to me that my data is false and asked me to withdraw my deposit so they can close my account. I consider their decisions an abuse. I want also to mention that I have screenshots from my game account and I have all emails that I speak with support team of the casino. I look forward to your response. Thank you!

the casino deceived me and didn't pay me my winnings

Hello, I have been playing On cookie casino lightinig roulette, i used bonus for 100 PLN that i deposited, i won 1600 PLN and wanted to withdraw almost 15 Times, they are making problems on each try.. They re doing Everything not to withdraw... When finally they had all they wanted they took all my money?!?!?!? And also they ve been saying to use credit card withdrawal and it was blocked....

Cookie casino wont pay withdrawals. They are joking with players. Online you found many cases where is same problem. If i look my game account, withdrawal is processed but money never come.Also i have contacted to Trustly Group Ab, and they tell me to ask with this casino pay out reciept, also this is impossible. I m feel that im cheated. Can you please help?

Hello dear ADR, I paid 50 euros with my ATM card in the Cookie Casino and uploaded it to 10,000 euros. I was very happy and wanted to pay my money out and that's where the drama started. There are 4 payment options. The first option is trustly but trustly my bank does not have fie raiffeisenbank with it. The second option is the paysafecard, but it is also not accepted. Then there is neosurf as a third option that I don't own. And the last and fourth option is bank transfer which does not accept my payment. So it is impossible to withdraw my money. I did everything the support team wanted me to do. I verified my account as you wanted it. And with the payment, I always get the answer, try another method. But there is no other method. I want my money. Tomorrow I'll get a lawyer because it's about 10,000 euros. Could you help me please ?

At or around 1:15 Am, while i was playing the game "All Ways Joker", i was awarded the 10 free spins, for having three matching "bonus" symbols. The game will continue to play through these free spins, then show you at the end how much you have won during the bonus feature round. I had won approx. 350, to 400 dollars i believe, (the site does not allow me to see that far into the history to get the exact amounts), excited, i got up to go tell my partner that i had won a larger amount. After a few minutes, we returned to find that the game had continued, without my consent to pay for spins until i stopped it with 300 dollars remaining. Most games will have a loss limit, or spin limit, so that this cannot happen, this game apperentely does not have that, or even need to ask for permission before an autoplay feature is turned on. Im very upset, and would like to continue to play on this site if this can be rectified, if not, i can take my time and money elsewhere Thank you.

Hi the Pogg, If you don’t mind I will copy the emails to support which have all the relevant information in it. English is not my first language but if you want a personal message, I will do that but it will have all the information from the emails. Please tell me if you want that. Thank you and kind regards, First email: Hi Last year I set a self exclusion because of gambling problems from every brand of the license, after closing about 7 casinos I couldn’t login on the next one and the others were closed automatically. On 4 March this year I received a email that my accounts are activated again while I received a notification when self excluding that my account will not open automatically but only after request and then a cooling down time it will re-open. But all casinos from this brand were open for me, after a week I started to self exclude them again, and again after about half of the casinos from the license, the others were blocked automatically and couldn’t login in. After reading the terms I understand that if you self exclude for gambling problems, you will be barred from play at all online casinos under the participating license. (Screenshot from terms and conditions) But the problem now is that I made a account at your casino, with exact the same details as all others and that shouldn’t be possible. I was self excluded from every brand of the license since 11-03-2020 and was able to create a new account at cookiecasino.com on 19-05-2020 where I made 78 deposits in only 2 weeks time for a total of €1887,19. Therefore I request a refund for this amount and close the account. I shouldn’t be able to register a account with the exact same details ( email, phone number, name, address, everything.) I was unaware that this casino was on the same license from which I am self excluded but when I wanted to close this account I saw it’s the same license. Answer support: Dear Player, At the moment we have closed your account for investigation. As soon as we will have any information we will contact you. Best regards, Casino Support Team Follow up: Dear Player, As far as we can see, you have never mentioned your addiction, but simply set a self-exclusion limit for yourself. Due to the fact that you set yourself a limit for six months, you received a notification that the account was active again. If you set a limit for yourself, then this limit is active only on the project on which you set it because you didn’t notify anyone of the addiction, you were not blocked by the platform. Best regards, Casino Support Team Second email: Hi, I had all my accounts closed before from this license, I had closed a couple myself and then couldn’t login the next one, and all others were locked not by me. Then on 4 March I closed them again with the self exclusion tool, when I closed the 7th account, the others were closed but not by me. You tell me that I didn’t notify anyone about the addiction but following the new rules from the MGA a self exclusion is meant as a closure for gambling problems. You can read this also here in this article. https://en.m.wikipedia.org/wiki/Self-exclusion And I know that the operator can choose if the exclusion only stands for the brand where the exclusion was set or carry over to other brands from the license. The fact that it says in the terms and conditions from EUSlots which is under your license that if you self exclude (which you do when you have gambling problems, see wiki link and mga ) that you will be barred from play at all other online casinos under the participating license. (See screenshot previous message) And the other fact is that after self exclude from about 7 casinos myself, the others were blocked not by myself, so that worked as it should following the terms. The only exception is that it did not work by the new cookiecasino and I was able to create a account with exact the same details as I did in every other casino from this license. E-mail, name, birthdate, phone number, postal code, address and payment method. So I kindly ask you to review your decision and refund the deposits made while self excluded. If you don’t agree please let me know and I will submit a complaint at the ADR and MGA. But I hope we can solve this together. I will add some links from the ADR decisions about self exclusion and casinos which operate under your license. https://thepogg.com/complaint/spinia-self-exclusion/ https://thepogg.com/complaint/spinia-self-exclusion-2/ And here you can read about self exclusion that it means that you close your account because of gambling problems https://thepogg.com/complaint/bovegas-failure-to-honor-self-exclusion/ Kind regards, Second answer support: Dear Player, Please be kindly informed once you'd specified about your addiction we closed your account right away. Ruefully we cannot debate the refund in this particular case. Best regards, Casino Support Team

I deposit 20€ and i get 10€ bonus and free spin , i play with maximum bet up to 5€ , i win 3000€ with a bet of 5€ , The wager amount of the 10€ they five me is 400€ so its done, and the free spin was lost, after that i bet with different amount some are more than 5€ , in total i have 5000€ , the casino said i bet with bonus ( one bet more than 5€) but that not correct and i have the bet history, they take all the money back and they return only 20€ which i deposit, its not right and not in the casino rules, i have all the screens shoot and bet history, Im right 100% [EDIT]. Please i want my correct win back as soon as possible. Thank you.

Dear Sir / Madam, I played on an online casino: "Cookiecasino.com" I found the website of Cookiecasino online. I made an account and I won 700 euros. I was so happy that I told my boyfriend that I won 700 euros when he got home. He made is own account ([EDIT]) and played too. But he didn't won anything. Because he was that day at my house, he was using the same wifi as I do. The casino Cookiecasino, said that they are not going to give me the money and that they have blocked my account ([EDIT]) and the account of my boyfriend, because we were using the same IP adress. I have nothing to do with is account. He made is own account with his own information. I have sent them an e-mail saying this, but they still don't wanna give me my money. I have called a lawyer in the Netherlands (I live in the Netherlands) and a lawyer in Malta (+35625469000) and they both said that I have the right to get money back. Because the reason of the casino reason is not faire. I still have the e-mails that the casino sent back to me. And the proof that I have to get 700 euros back. I hope you can help me. Because both lawyers say that the casino is very wrong about their answer. And what they did is nog legal. Kind regards,

Yesterday I started playing at Cookie Casino and I have to admit, it was the worst experience I've ever had with an online casino. Something I've always dreamed of suddenly turned into a sick nightmare. I used the first deposit bonus, after I've carefully read the terms and conditions. It was a good session, the best I've ever had online. I won around 6.000,- euros, before withdrawing 5.000,- euros. I got an e-mail that you chose to decide to confiscate my winnings because I breached the terms of the bonus. 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. As stated in the terms and conditions, the 5 EUR max bet was breached. The bonus terms are very, very misleading. 1e. When playing with an active bonus, the real money is played first, followed by the bonus funds. This means that the balance after depositing the first deposit should be 50% bonus funds and 50% of my own money (real money). You state that the real money is played first, so that means in my case that my 100 euro deposit was build up as the following: Everything between 100-200 euros of my balance: my own money (real money) Everything between 0-100 euros of my balance: bonus money As my betting history states, my balance after my 1st deposit never got below 100 euros. Every euro I played with Cookie Casino, was my own money, as stated in section 1e of the terms and conditions. My game-plan was playing the first 100 euros how I like to play, on the live roulette, then move to slots to play 1 EUR bets on book of dead, because your bonus terms state that the first half of the total balance was my own money. This implicates that the first half is allowed to be played just as the player likes. My bets weren't even rejected. At other casinos, if you don't play as their bonus terms state, they reject your bets. Trust me, I will not accept this. I'm tired of seeing big companies misleading players and get away with it. 5.000 euros is nothing for N1 interactive ltd, especially times like these are booming for you because physical casino's are closed, just like the place I work at. Your income still comes in, mine doesn't. These are very hard times for individuals, so please handle this carefully and honestly because I will really put in the work if I don't receive my winnings.

Made a deposit on 30 April which was "Discarded" by the casino (and no funds added to account balance), but was charged to my creditcard. So that was not right, but it can happend. But also the amount I had wanted to deposit was 250 euros. My card however was charged in Rubles... (for the equivalent of 254,59 euros). So, I immediately contacted the support department via the chat (which was closed, but could send a message). Later I again contact support via regular mail to ask about this and sent proof of charge. They said they will look into it. They have not sent me updates of their own account, nor have they sent me any relevant information other than "it is being looked into" and "please wait". I received no serious response to my questions about this when asking about it in Livechat today (apart from being kicked from the chat). I have now had to file a chargeback request via my creditcard company. I am a long time online casino user and have never ever had to go through this much trouble to get a payment that fell through back. I therefor wish to make a complaint against Cookie Casino for their poor handling of this.

Hello I deposit whit paysafecard and now its not posible to cashout my winnings. I sadly need this monny now and i canot deposit whit some difrent metode at the moment becos of my limit s.. can u pleas let me cashout to my bank account or creditcard? I m a member of other casinos and there i can cashout to my creditcard. (Spinia,Bobcasino,Euslots) Greetings

Hello Cookie Casino Team, I've already wrote you once, i've been self-excluded in ROFUS for a long time, and still am to this day: spillemyndigheden.dk/en/rofus#rofus- as the login using NEMID shows, im banned from all online casinos and advertisements from the 03-09-2019. The details provided is true, and is my own identity. I was exposed to a gambling annonce from your casino, and suffering from a severe relapse last night. The money that was spend was for rent in my apartement, which was to be used for apartement rent and other monthly bills during this "more than hard corona-crisis". I know that you possibly will look past my complaint, but my deepest wish is that you can refund my deposits to my bank and immediatly block me from your casino and your partners casino. I used NEMID to deposit money, which should have blocked my access to the online casino. It is also to my understanding that you won't withdraw any winnings to an individual that is part of a national self-exclusion program of the highest level. I really hope that you can assist me in recovering my lost funds to my bank account, and block me permanently from your services. Feel free to ask me about any documents or anything that you need. I have the available data that shows my ROFUS registration and self-exclusion of all online gambling sites.

Casino is asking for proof of $40 interac etransfer deposit. I have sent so many different types of documents proving I deposited the money. All have been rejected and my withdrawal cancelled about 5 time’s. I have literally sent them every single piece of documentation I have. All denied. They are at this point looking for any reason to deny my withdrawal. Here is what I have sent: I have sent a bank statement showing the $40 deposit to the casino with date and transaction number. I have sent screenshot from my bank account showing deposit with amount and date. I have sent email from my bank (Scotiabank) saying gigadat accepted e transfer for amount of $40 with date, time , amount and transaction number. I have sent email from casino itself saying $40 deposit from interac approved. I have sent interac etransfer list of transactions showing date and amount and reference number. And yet none of these documents are proof of deposit??? This is unreal. I have never experienced this in 10 years of online gaming. Chat is completely useless and just keeps telling me to resubmit documents. As soon as I do they are denied within minutes and withdrawal cancelled at lightning speed. Please help!

i paid 3o euro and got 100 procent bonus on sunday i played all day and got 1000 euro i paid out played little further and got 2000 euro i paid out day after i got a mail saying i broke the rules for playing with bonus so no pay out i didnt know about the rules and bonus was at the time i played more then max bet 80 or 90 procent i ask for leniency but no why not pay 80 procent or even half of the money

A few days ago I made an account on my primary email on cookiecasino.com which is a part of the N1 company. The account was not possible to log onto after confirming the mail so I didn't think more about it and the gambler I am I made a new account on a different email adress before even being able to log onto or playing on that first account. I won a little money and wanted to make a withdrawl which was a long process including me sending various documents about adress,identity etc. I saw that 3 or 4 documents stating me being me was accepted but they still wanted more. They wanted a photo of me holding my passport with both hands being visible face down to at least my torso and the background should not be white. I sent everything and I got my first withdraw. I kept some money on the account which I then proceeded to play with. I won a little more and I made a withdraw of 700 Euro. I left some money on the account so I could play more while waiting on the withdraw. Today around 11:30 16/4-2020 my account was blocked while I was gambling. Shortly after I received a email telling me that I had duplicate accounts and that my money was confiscated. And that the decision was final. I feel very sad and cheated since I spent several hours on the casino. I also don't understand why they couldn't sent me a warning or block me earlier given that they saw my documents and made my account confirmed. I have made several attempts to get my money and they won't even discuss the matter with me. I read that in their terms of use they have "duplicate accounts not allowed" stating that they will confiscate. But given that my first account didn't even work I made a new one the case here is different. I didn't intentionally make a new account to duplicate I made it in the case of me being able to play that's all. If I left out any information or need to complete with something else for an example a document let me know! I hope we can find a solution together... Dear regards, [EDIT]