Cookie Casino - Hráč byl obviněn z otevření více účtů.

I won a lot of money at the cookie casino and therefore wanted to withdraw my winnings. I had pre-uploaded documentation of my identity, card, etc. (before I would pay back to my card)

At first they did not approve my card as they thought I had uploaded a wrong card. I did not have that. I uploaded the same thing again, made a new "withdrawal" and a few hours after the cookie casino closed my user, removed my winnings and said I had violated their terms and conditions by having two users.

The thing is that I have had another user before, but this one I have closed and several days later I then open a new user without difficulty. I play online for 4-5 hours and eventually win a big win.

I have taken screenshots of everything from my winnings, payout, chat support as I already became suspicious at first rejection.

Cookie Casino has stolen my money and if they think I have violated a term then it is without intent and I have no idea that I should have done anything wrong. It is simply an expression that cookie casino will not pay me my winnings. Perfect as I read all the other reviews in here.

I will do everything I can to get my money.

Jeg vandt mange penge på cookie casino og ville derfor trække min gevinst ud. Jeg havde på forhånd uploadet dokumentation for min identitet, kort osv. (inden jeg ville udbetale tilbage til mit kort)

Først godkendte de ikke mit kort da de mente at jeg havde uploadet et forkert kort. Det havde jeg ikke. Jeg uploadede det samme igen, lavede en ny "withdrawal" og et par timer efter lukkede cookie casino min bruger, fjernede mine gevinster og sagde at jeg havde overtrådt deres terms and conditions ved at have to brugere.

Sagen er den at jeg har haft en anden bruger før, men denne har jeg lukket og flere dage efter åbner jeg så en ny bruger uden besvær. Jeg spiller online i 4-5 timer og vinder til sidst en stor gevinst.

Jeg har taget screenshot af alt fra min gevinst, udbetaling, chatsupport da jeg allerede fattede mistanke ved første afvisning.

Cookie Casino har stjålet mine penge, og hvis de mener jeg har overtrådt en term, så er det uden overlæg og jeg har ingen anelse om at jeg skulle have gjort noget forkert. Det er simpelthen et udtryk for at cookie casino ikke vil betale mig min gevinst. Fuldkommen som jeg læser alle andre reviews herinde.

Jeg vil gøre alt hvad jeg kan for at få mine penge.

Dear Michael,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casinos General T&Cs (https://www.cookiecasino.com/terms-and-conditions) and I found this:

"Each player can create only one  (1) personal user account. Creating multiple accounts by a player ("Duplicate Accounts") can lead to such accounts terminated and any payouts suspended. Any returns, winnings or bonuses the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and the player undertakes to return to us on demand any such funds which have been withdrawn from the Duplicate Account."

"In case the player has a duplicate account with bonuses, or same ID, or used a few accounts from the same browser, or same playing scheme at both accounts, the casino reserves the right to terminate such accounts and withhold the winnings. If a customer avails of registration free spins while his/her county differs from the IP address, the administration of the casino reserves the right to terminate such an account and withhold the winnings in order to avoid negative practice in the future."

Could you please clarify if you have activated any bonus in your first or second account? How exactly did you close your account?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I have never used bonuses, deals or anything third. I have only used my own money deposited in the account.

my previous account I wanted closed and I did so on the user.

it took a few days before I opened a new account because I could not use the old one.

I emphasize again that there have been absolutely no benefits for me in creating a new account and I have never ever been aware that once I have closed and excluded an old account that I cannot open a new one.

Hej Kristina,

jeg har aldrig nogensinde benyttet mig af bonusser, deals eller noget tredie. Jeg har kun benyttet mig af mine egne penge indsat på kontoen.

min tidligere konto ønskede jeg lukket og det gjorde jeg så på brugeren.

der gik nogle dage før jeg åbnede en ny konto, fordi jeg kunne ikke bruge den gamle.

jeg understreger igen at der absolut ingen benefits har været for mig i at lave en ny konto, og jeg har aldrig nogensinde været opmærksom på at når jeg har lukket og ekskluderet en gammel konto at jeg ikke kan åbne en ny.

Thank you very much Michael for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I will try to contact Cookie Casino to let them know about your case.

Hi Nick, That's nice of you. However, I have really tried myself and am promptly thrown off with an answer that 'management has made their decision' every time.

I have in no way exploited or made use of benefits, I sincerely believed always and all the time that I followed the set of rules and it simply hurts so much that one can be so vicious. It is simply so unreasonable.

Hej Nick, det er pænt af dig. Jeg har dog virkelig selv prøvet og bliver prompte smidt af med et svar om at ‘management has made their decision’ hver gang.

jeg har på ingen måder udnyttet eller gjort brug af fordele, jeg troede oprigtigt altid og hele tiden at jeg fulgte regelsættet og det gør simpelthen så ondt at man kan være så ondskabsfuld. Det er simpelthen så urimeligt.

Unfortunately the casino hasn’t provided any answer on this case. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Nick,

I even hired a local lawyer against the casino as well.

They simply have to pay me my money.

Hej Nick,

Jeg har selv hyret en lokal advokat imod casinoet også.

De skal simpelthen betale mig mine penge.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

Casino.Guru