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I deposited 100% with a 50% bonus.

then I had about 2000 € in the game account and about 80% wager full, whereupon I played on 5 € and then on 6 €, 8 €, 10 €, 15 €, 20 €, 25 € and then 30 € where I then won about € 11,500.

There was no notification that the wager was reached or that I was not allowed to play over the stake of € 5, as it appears as a warning at other casinos.

now I wanted to pay 3 * 4000 € and my account was blocked this morning due to a misunderstanding which was clarified and then the account was activated but the entire money was debited and frozen and is no longer available to me according to the casino chat employee and provides a final one Management decision that I violated the bonus terms and conditions and played over the maximum amount during the bonus.

As they say, this is correct even if the wager was as good as full or full in my opinion, but I see the problem that I was allowed to continue playing with a higher stake in order to gamble away the money but in return was not allowed to continue playing to win.

please help me as there is no security function of the casino and there is no legal balance which could affect many others.

mfg Maik J ***

Ich habe 100% eingezahlt mit 50% Bonus.

dann hatte ich ca 2000€ auf dem Spielkonto und ca 80% wager voll woraufhin ich auf 5€ Einsatz spielte und dann auf 6€,8€,10€,15€,20€,25€ und dann auf 30€ wo ich dann ca 11500€ gewann.

es gab keine Mitteilung das der wager erreicht ist oder das ich nicht über den Einsatz von 5€ Spielen dürfte ,so wie es bei anderen Casinos als Warnung erscheint .

nun wollte ich 3*4000€ auszahlen und mein Konto wurde heute morgen gesperrt wegen einem Missverständnis was geklärt wurde und dann wurde das Konto freigeschaltet aber das komplett Geld wurde abgebucht und eingefroren und ist für mich nicht mehr erhältlich laut Casino Chat Mitarbeiterin und stellt eine entgültige Entscheidung des Managements dar da ich gegen die bonusbedingungen verstoßen habe und während des bonuses über dem maximalbetrag gespielt habe.

dies ist wie sie sagen richtig auch wenn der wager so gut wie voll war oder voll war meiner Meinung nach aber ich sehe das Problem das ich mit erhöhtem Einsatz weiterspielen durfte um das Geld zu verspielen aber im Gegenzug nicht weiterspielen durfte um zu gewinnen .

bitte helfen sie mir weiter da es keine Sicherheitsfunktion des Casinos gibt und kein rechtliches Gleichgewicht herrscht was sehr viele andere auch betreffen könnte.

mfg Maik J***

Dear Maik,

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 I found this:

„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."

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

Sadly, there is not much I could do to support your case at this time if you placed bets higher than allowed. 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. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Best regards,

Kristina

Hello,

I had about 1500 € until I stopped the increased stake and still everything was withdrawn.

Can't a compromise be found that everyone can live with instead of pulling everything in completely?

Hallo,

ich hatte ca 1500€ bis ich den erhöhten Einsatz eingestellt hatte und trotzdem wurde alles eingezogen.

lässt sich nicht ein Kompromiss finden mit dem alle leben können anstatt alles komplett einzuziehen ?

I am really sorry, but a maximum allowed bet is a very common rule and most casinos cannot enforce it on a software level, therefore we cannot punish the casino. The only thing I can do for you here is to recommend reading the Bonus T&Cs carefully before you start playing.

Unfortunately, after gathering all the necessary information we are rejecting 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 and we will try our best to help.