Freaky Aces Casino - Player’s account has been closed.

Здравейте, играх известно време във въпросния сайт Freakyaces.com,след като създадох акаунт ,и по-късно преминах потвърждението на акаунта си успешно,като изпратих всички необходими документи.,с потвърждение по имейл от тях , че акаунта ми е успешно верофицшран.След като пуснах заявка на теглене на сума от 870 евро,те решиха да затворят всички български акаунт без предупреждение, съответно нямах достъп до акаунта.След кореспонденция по имейл с тях,ми отговориха,че ми анулират всички печалби,с предтекст ,че съм нарушил правата им ,като причина че имам акаунт в техен друг сайт-който е отделен казино сайт с различни наименование от Freakyaces.com.Сайта се казваше Betnspin,където след депозит изиграх и загубих 10 евро.Сезирам вашата комисия защото се чуствам меко казано ограбен.Надявам се да ми помогнете!

Dear Станимир,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"Due to legal regulations Freaky Aces casino games are not available to players from the following territories: Belarus, Bulgaria, France, Hungary, Italy, Latvia, Lithuania, Portugal, Singapore, Spain, The Kingdom of the Netherlands (Netherlands, Curacao, Aruba, Bonaire, Saba, Statia and St Martin), Turkey, Ukraine, United Kingdom, United States."

Do I understand it correctly, that your winnings weren’t paid out?

Please, could your forward communication between you and the casino to kristina.s@casino.guru if there is any? Alternatively, you can post it here.

Additionally, please check our recommended casinos: https://casino.guru/top-online-casinos#tab=RECOMMENDED. To make absolutely sure you see the most suitable casinos, check your language and country preferences.

Looking forward to hearing from you. Hopefully, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Станимир, thank you for your email. Could you please confirm, whether you received your winnings or not? This information is really important for us in order to continue resolving this case.

Станимир informed us, that only his deposits were returned. However we believe, that when the player wins (even if he is from a restricted country), his winnings should be paid out, and then his account closed. You can read more about our standpoint here:

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

I will now transfer your complaint to my colleague Jozef who will be at your assistance, but please note, we cannot guarantee you a positive outcome in this situation. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Also, I would like to kindly ask you to reply to this complaint here and not via emails, if possible. Thank you for understanding.

Hello Станимир.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Станимир,

I do apologize for my late reply, I had to wait for reply from our KYC department.

I was informed that account has been closed due to multiaccounting. Creating more than one player account is strictly prohibited.

For any further questions, please feel free to contact kyc@freakyaces.com.

I do apologize if this situation caused any inconvenience.

Kind regards

Deniss Jakovlevs - Head Of Affiliate Department

Здравейте, искам да поясня, че в казино Freakyaces.com имам един единствен акаунт. Направих си регистрация в друг сайт Betnspin. com. Нямам други акаунти.

Dear Deniss (Freaky Aces Casino team).

Thank you for the cooperation in this case.

Could you provide us with any proofs to support your claims about the multiple accounts? You may send it to this conversation and we will hide it as sensitive information (we evaluate every response). If it is an issue, could you forward it to my email address (jozef.k@casino.guru) or to the player's email address, please?

Hi Jozef,

Sure, I will send all the information once I have it from the KYC department of FreakyAces.

Kind regards

Deniss Jakovlevs

Hello Jozef,

I was informed by KYC department that there was another account registered on the same address. According to the Terms & Conditions, players are allowed to have one account per household.

4.7

Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, or any environment where computers are shared (e.g. schools, workplaces, public libraries etc), computer (or other access device), and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.7.2.we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account);

So, this is the reason why account was closed. If you need a proof, let me know and I'll send it to you in a private message.

Kind regards

Deniss Jakovlevs - Head Of Affiliate Department

Dear Deniss (Freaky Aces Casino team).

Yes, we need the proof in order to be sure about your claims. You may send it to this conversation and we will hide it as sensitive information (we evaluate every response). If it is an issue, could you forward it to my email address (jozef.k@casino.guru)?

Жена ми е отделна личност. Когато губих, всичко беше наред, като спечелих, се оказа че нямам право да създам акаунт. А защо тогава ми позволите да създам акаунт, и дори ми верифкцирахте сметката. Стана време за теглене и "естествено" проблем

Dear Станимир.

I am very sorry about the situation but we are forced to reject your case. Since you have clearly breached the T&Cs (multiple accounts from the same household/IP), we believe you are not entitled to the winnings. 

I would recommend you to play in a completely different casino than your wife or at least, always contact the casino and ask if they can provide you with any solution.

However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Curacao). Please, contact me if you require assistance with it.

Best regards, Jozef 

Casino.Guru