Cookie Casino - Bonusové výhry hráče byly zrušeny.

This issue is from last year (15-05-2020). I never did anything with it but I feel like I have a strong case.

15-05-2020 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, one of the best I've ever had online. I won around 6.000,- euros, before withdrawing 5.000,- euros. I got an e-mail that they 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. Even if the max bet is 5 EUR, than you SHOULDN’T BE ABLE to bet more than €5,-. This is a software failure and results in that the player can only lose from that point. If you lose, the money is gone. If you win, the wins will be confiscated.

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. 

Dear KJ,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a 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.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. 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.

It doesn’t really matter if the real money is deducted first or bonus money instead. From the point any bonus is activated until a withdrawal is requested, all the bonus rules must be followed as your bonus is active during the entire session.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

If that’s the case, you can close this one. To everyone who reads this: be very cautious if you start playing here! They do anything to not pay out the player. Be cautious!

We’ve rejected 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. We are here to help.