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Hi ▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – https://casinoreviews.com/terms-of-use

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let us know.

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Okay that's fine.

Can I change my username to absolutenutjob091

Much appreciated



Thanks,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Hi absolutenutjob091,

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,

CasinoReviews.com Complaints Team

Hi absolutenutjob091,

Thank you for providing that information. Sadly there's nothing we can do to assist you in this instance. Reviewing your communications with the operator, you opted-in to a no deposit free spin promotion. The terms and conditions relevant to this matter are as follow:


> "**NO-DEPOSIT FREE SPINS**
>
>
>
> **7a.** The maximum win restriction persists after the completion of the wagering requirement. **The maximum you will ever be able to withdraw** from play with funds associated with a nodeposit bonus is 50 EUR, 50 USD, 75 CAD, 75 NZD."


The above term is absolutely clear that the most you will ever be able to withdraw from play with funds associated with a no deposit free spin bonus is €50. As such the operator is acting in line with their terms where they void winnings beyond this point.

Sorry we cannot be of further help.

CasinoReviews.com Complaints Team

Found for the Operator - This player has received the maximum amount their are entitled to based on the terms of the bonus that they accepted.

I received a promotional email from ( ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ) to notify me that 50 spins had been added to my account(see bonus email1&2) and on this email it had terms and con itions that apply to that bonus.(26-09-2025)

I proceeded to play this bonus and win an amount around 10 euro and complete the wagering requirements (see wagering completed)

After wagering requirements were met I proceeded to win an amount around 830 euro (see proof of win)

I then went to initiate a withdrawal on my account as no funds were blocked by bonus and the full amount was available.(See withdrawalmail)

After 24(est) hours I received an email to notify me that my withdrawal was cancelled.(See cancellation notice)

A follow up email was sent (see cancelreason) to explain why.

It explains my balance was being changed due to the terms and conditions of the bonus and directed me to terms and conditions (see terms1&2)

Having read this page the language of this leads me to believe that it only applies to sign up spins or welcome bonus and this was not either of these.

My funds were removed as any funds ‘ associated with no deposit bonuses ’have a 50 euro max cashout in total however the promotional email did not state that it simply said that the winnings from the spins after wagering couldn't be more then 50 euro ( mine was not) and the email failed to mention the term that lead to the seizure of my funds.

To summarise

I believe that's cookie casino has arbitrarily enforced the terms of one bonus on another in order to not pay the winnings and clearly stated terms in the email for the bonus and did not direct me to the terms and conditions page stated in the emails and correspondence with me.

I therefore wish to receive my 780 euro remaining balance to my account in a manner that is easily available to withdraw (no wagering) as I have won them fairly with funds that had already been released.

Thank you for your consideration

Cookie Casino - Seized Funds

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