Cookie Casino - A conta do jogador não foi bloqueada na plataforma.

Hello,

On January 30, 2022, N1 implemented a cross-license ban due to problematic gambling behavior.

The casino confirmed that I should not have been able to register anywhere and that I was banned from all N1 casinos.

However, I was still able to continue playing. Evidence is attached. Cookie is not responding to my complaint.

Hallo,

am 30.01.2022 wurde durch N1 eine Lizenzübergreifende Sperre eingerichtet wegen problematischem Spielverhalten.

Das Casino bestätigte mir, dass mich nirgendwo hätte registrieren können und von allen N1 Casinos verbannt wurde.

Mir war es trotzdem möglich, weiterzuspielen. Die Beweise anbei. Cookie reagiert nicht auf meine Beschwerde.

Dear LaJenny7,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced.

To help us better understand the situation and proceed with your case, could you please provide additional information on the following points?

• From which casino did you initially self-exclude due to gambling problems?
• Do you have any saved evidence of the self-exclusion, such as emails or confirmations?
• When you registered with Cookie Casino, did you use the same personal information and email address as in the previous casino?
• Could you share more details about your communication with Cookie Casino? For example, when and how you contacted them and what responses (if any) you’ve received so far.

If you have any relevant correspondence or other evidence, please forward it to petronela.k@casino.guru so that we can review it and include it in your case.

Your cooperation is extremely important for us to proceed with the case and work toward resolving the issue. Without your input and additional details, we won’t be able to move forward effectively.

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,

Petronela

Hello Petronela,

I was excluded from N1 Casino across all licenses. I sent you the confirmation. It probably didn't work. I was still registered with Avalon (also N1 license) and then I excluded myself because of addiction, which I also sent you. After that I was still able to register with Cookie. Cookie is not responding to my request. This case has been going on for years, trying to get my rights here with Avalon and Cookie. In this case I have proof and I just don't understand why it is being ignored. The data I used when registering is identical.

Hallo Petronela,

ich wurde vom N1 Casino lizenzübergreifend ausgeschlossen. Die Bestätigung habe ich dir geschickt. Vermutlich hat das nicht geklappt. Ich war dann weiterhin bei Avalon registriert (auch N1 Lizenz) da habe ich mich dann auch wegen Sucht ausgeschlossen, das habe ich dir auch geschickt. Danach konnte ich mich trotzdem bei Cookie registrieren. Cookie reagiert nicht auf meine Anfrage. Der Fall geht schon Jahre, hier mein Recht zu bekommen bei Avalon und Cookie. In diesen Fall habe ich ja einen Nachweis und ich verstehe einfach nicht, warum das ignoriert wird. Die Daten die ich bei der Registrierung verwendet habe, sind identisch.

I hope that the casino responds here. I have a confirmation. That is clear and obvious proof. If it didn't work technically, it's not my fault.

Ich hoffe, dass das Casino hier antwortet. Ich habe ja eine Bestätigung. Das ist doch klar und deutlich der Nachweis. Falls das technisch nicht geklappt hat, ist es ja nicht meine Schuld.

Hi LaJenny7,

Thank you for your swift response and for clarifying that you used identical details when registering with Cookie Casino as you did with N1 Casino.

• To proceed further, could you please confirm the exact date when you created your Cookie Casino account? This will help us establish a clear timeline.

Thank you for your cooperation and patience.

Hello, I opened the account on February 6, 2022. So after setting up the cross-license lock.

Hallo, ich habe das Konto am 06.02.2022 eröffnet. Also nach dem Einrichten der lizenzübergreifenden Sperre.

Hi Petronela, can we invite the casino?

Hallo Petronela, können wir das Casino einladen?

Hi LaJenny7,

Thank you for reaching out and sharing the details of your situation.

As you've mentioned, you were self-excluded from N1 casinos in January 2022, but were still able to play at another one in February 2022. Unfortunately, as this issue happened more than a year ago, we are unable to proceed with your case. Given the significant time that has passed, gathering evidence and reconstructing a reliable timeline has become extremely difficult, which is why we follow a policy of not pursuing cases that are classified as "cold cases."

Since Cookie is not responding to your complaint, I highly recommend contacting the licensing authority directly. They may be able to assist you further and ensure that your concerns are addressed. Here is a helpful link on how to submit a complaint with the Malta Gaming Authority (MGA): MGA Player Hub: Lodge a Complaint.

Again, I’m really sorry that we are unable to assist you in this matter. If you need further support or have any more questions, don’t hesitate to reach out.

I don't understand that. I have clear evidence! Why can't you invite the casino here, or why don't you try to help if you have evidence!

I think that's totally unfair! I already wrote the year in the first post, so why are you asking about these things and leaving the complaint open?

You would help me if you invited the casino to take a stand.

that's no help to me otherwise!

Das verstehe ich jetzt nicht. Ich habe doch Beweise, die eindeutig sind! Warum kann man das Casino hier denn nicht mal einladen, oder warum versucht ihr nicht zu helfen, wenn man doch Beweise hat!

Ich finde das jetzt total unfair! Ich habe im ersten Beitrag schon das Jahr geschrieben, warum fragt ihr dann diese Sachen ab und lasst die Beschwerde offen?

ihr würdet mir schon helfen, wenn ihr das Casino einladet damit die Stellung beziehen.

das ist doch keine Hilfe für mich sonst!

Please help me, even though it's been a while. You're my last hope. I have proof.

Bitte helft mir auch wenn das schon länger her ist. Ihr seid meine letzte Hoffnung. Ich habe doch Beweise.

Dear LaJenny7,

I completely understand your frustration, and I truly appreciate the effort you've put into gathering evidence. I know this situation is important to you, and I genuinely wish we could assist further.

However, even with partial evidence, it is extremely difficult to reconstruct an accurate timeline since the incident took place nearly three years ago. The ability to verify key details becomes significantly more challenging.

For this reason, we have a policy of not pursuing "cold cases", as we need to ensure that all complaints we handle can be properly investigated and resolved with fairness.

I sincerely regret that we cannot proceed with your case, but I strongly encourage you to reach out directly to the Malta Gaming Authority (MGA) if you haven’t already. They may still be able to review your case and take action if necessary.

I truly appreciate your understanding, and I’m sorry we couldn’t be of more help in this situation. If you ever need assistance with a more recent issue, please don’t hesitate to reach out.

Wishing you all the best,

Petronela

Casino.Guru