Cookie Casino - 플레이어는 보너스 이용 약관을 위반 한 것으로 비난을 받았으며 그의 상금을 압수당했습니다.

Hello everybody

I opened an account on cookiecasino.com. With a stake of EUR 137.- plus a bonus of EUR 100.- I made a profit of approx. EUR 40,000.-. As an experienced online player, I of course deal with the respective terms and conditions and bonus conditions in advance. I implemented my bonus via a single IP address. The stake was never increased by more than EUR 5.- A week ago I applied for my winnings to be paid out. Now the operator informs me that another IP address was apparently used, so my winnings would not be paid out and confiscated. However, this is not the case. As mentioned, the game was played exclusively via an IP address (namely from home !!) until the entire bonus was implemented. How can you do this?

Kind regards Tom

Hallo zusammen

Ich habe auf cookiecasino.com ein Account eröffnet. Mit einem Einsatz von EUR 137.- zzgl. Bonus von EUR 100.- habe ich einen Gewinn von ca. EUR 40'000.- erzielt. Als erfahrener Online-Spieler setze ich mich vorgängig natürlich mit den jeweiligen AGB und Bonusbedingungen auseinander. Mein Bonus habe ich über ein einzige IP-Adresse umgesetzt. Der Einsatz wurde nie um mehr als EUR 5.- erhöht.Vor einer Woche habe ich die Auszahlung meines Gewinn beantragt. Nun teilt der Betreiber mir mit, dass offenbar eine andere IP-Adresse verwendet wurde, mein Gewinn deshalb nicht ausbezahlt und beschlagnahmt würde. Dies ist aber nicht zutreffend. Wie erwähnt, wurde ausschliesslich über eine IP-Adresse gespielt (nämlich von zu Hause!!), bis der ganze Bonus umgesetzt wurde. Wie kann man diesbezüglich vorgehen?

Freundliche Grüsse Tom

Dear Tom, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general Bonus T&Cs, and this is what I found: 

"1a. All bonuses can only be used by one person/on one device / from one IP / from one browser."

We will contact the casino and ask for their clarification, but before we do that, please, could you confirm that nobody else has created an account with this casino from the same IP address as yours? Maybe someone from your family members or neighbors? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear Tom,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.