Freaky Aces Casino - Player’s bonus winnings have been canceled.

Canceled my withdrawal saying that I didn't follow the General Bonus terms. I was buying bonuses on some slots and then they said it's against TOS, no real explanation just that I don't follow the TOS, but in the Terms of Services it didn't say that it's against it. My max bet was 1.2EUR and the maximum that you can bet with the bonus is 5EUR. Really bad casino, I have a good experience with the other sister casinos but this is the worst one. 

Dear Galfas,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked general bonus terms, and this is what I found:

https://freakyaces.com/en/promotions/gbt/

"Only one bonus can be held at a time. Before claiming your bonus, please make sure that you don't have another active bonus on your account, otherwise it will be automatically cancelled when new bonus is activated."

Could you please specify which bonuses you have redeemed? Were they played at the same time? Additionally, please forward any relevant communication to petronela.k@casino.guru. 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 just wrote you an email and forwarded you the conversation with the casino.

There was only one bonus active at the time.

Best,

David S.

Thank you very much Galfas for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Galfas.

Could you please tell me on which slot did you buy the bonus and what was the value of this bonus?In a few cases in the past, players bought free spins from the bonus money. The casino evaluated this as breaching the terms, but we were able to solve all these cases. So I hope this case will have the same result.

Hello Matej,

The slots that I played are Pragmatic slots: Wild West Gold and Sweet Bonanza. Here is the list of the buys:

• 1X Sweet Bonanza (0.2 EUR bet, 20 EUR bonus buy);
• 6X Sweet Bonanza (0.4 EUR bet, 40 EUR bonus buy);
• 4X Sweet Bonanza (0.6 EUR bet, 60 EUR bonus buy);
• 2X Wild West Gold  (0.6 EUR bet, 60 EUR bonus buy);
• 2X Sweet Bonanza (0.8 EUR bet, 80 EUR bonus buy);
• 2X Sweet Bonanza (1 EUR bet, 100 EUR bonus buy);
• 3X Wild West Gold (1 EUR bet, 100 EUR bonus buy).

I've send you the gaming history of the bets on your email.

Best,

David S.

In-games features are part of the game and should not be considered as max bet rules violation - otherwise, it could change the RTP of the game. I want to ask Freaky Aces Casino representatives to give me a hand and check what exactly happened in your case.

They just confirmed that it's okay to buy bonuses with that promotion, what a joke of a casino, lol. Will send you the transcript of the conversation on your email ASAP.

Screenshot 1

Screenshot 2

Edit: I've decided to post the transcript of the conversation so everyone can see: Transcript

Hello Galfas,

First of all I would like to apologize for any inconvenience that this situation has caused.

I had a chat with our financial department. According to Terms & Conditions maximum bet amount is 5 EUR if player has an active bonus on his account. Buying In-Game features is counted as a bet.

I can see that you have contacted our support team and attached screenshots, where they confirm that buying In-Game features is not prohibited. However I have full transcript of this chat, where you have been informed that buying In-Game features is not prohibited but it doesn't cancel max.bet rule.

So, as this situation is very doubtful and our number one priority is to have all customers happy and satisfied with the quality of service, we've made a decision to pay your winnings in full amount. Once again I do apologize for any inconvenice caused.

Kind regards

Deniss Jakovlevs - Head Of Affiliate Department at FreakyAces Casino

Hello and thank you.

I like to confirm that I just received the money on my Skrill account.

Thank you for helping us casino.guru, I really appreciate your work!

Best,

David S.

We are very happy that you find a solution and we are appreciating the approach of the casino.

For the casino I would recommend:

a) mentioning the in-game buy features in your bonus terms. We already made some research and best would be always calculating the single spin value. So, for example, if the player bought 20 free spins for €100: it is 100 devided 20 = €5/ spin bet.

b) if you don't want to struggle with these games you can exlude them from bonus play

c) I heard that this in-game buy features could be disabled, so you can consider this option too if it is possible.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.