Freaky Aces Casino - Player’s country has become restricted.

Hello, the casino in question Freakyaces.com treated me, to put it mildly, incorrectly, I would say mockingly, and suddenly, the site stopped working for Bulgaria a few days ago. There was no access, they contacted me by email to send them Verification Documents to my account with, "Sorry for what is happening" I sent them all expressive documents. And it turned out that they could not verify the account and return the money from the deposit to me, What loyalty !! ?? So I think once national discrimination against us Bulgarians, a second attitude towards their clients, and personally towards me, because there is. What about the lost time ?? I really hope there will be justice after this mockery, because I've been bleeding for 2 days and I don't feel well

Dear Веселин,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://freakyaces.com/en/terms_and_conditions/:

„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."

Could you please advise if you have been able to place any bets in this casino? Have you accumulated any winnings in this casino or right after depositing funds, your geolocation has been recognized as one of the restricted ones? Lastly, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.  I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello, I'm glad for the quick answer. I would like to inform you that when I registered the account in this casino, Freakyaces.com accepted players from Bulgaria. After a week of play and accumulated profits, the casino decided to limit the Bulgarians, respectively, access to my account with a balance of 430 Euros. Then he decided to return only my deposit. I will send you an email for what I wrote as a kind of proof !!

Sorry, if only you can write me where to send the emails. Thanks

I have not used a VPN server

Thank you very much Веселин for your quick reply. 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.

Please forward all the relevant information to matej@casino.guru.

Hello Веселин.

In your case, it was a verification problem. So we should ask casino representatives if they can help you somehow.

I would like to invite Freaky Aces Casino representatives to come into discussion and explain to us what's went wrong.

Dear Веселин,

First of all I would like to apologize for any inconvenience caused. Starting from 09 June 2020 Bulgarian players are not able to play at FreakyAces Casino any longer.

I kindly ask you to send your casino username, so we can sort this our as soon as possible. You can also contact me directly using e-mail partners@freakyaces.com.

Once again I do apologize for the inconvenience caused.

Kind regards

Deniss Jakovlevs - Head Of Affiliate Department

Denis, you can find player contact details on the left side under his Avatar.

Hello Веселин,

Thank you for sending your username. I have contacted our KYC department and they confirmed that you were unable to verify your player account. Unfortunately, withdrawal is not available without account verification.

Please contact kyc@freakyaces.com in case of any questions regarding account verification.

Kindly,

Deniss Jakovlevs - Head Of Affiliate Department

Well, let the Casinoguru tell me how to proceed, I can contact kyc@freakyaces.com, and send all the necessary documents, but the casino did not give me the opportunity, and canceled the balance, so dear Matthew, should I write to them on email?

Yes, please. Contact them directly and ask which documents are missing. Usually, it is two proofs of Identity (ID card + Passport) and one utility bill not older than three months. But to sure write them an email and ask them directly. Maybe they will have some special request (foto of you holding your ID or something like that)

I sent an email, as you told me, and I'm waiting for a response from the documents department.

Please write to us when you get the answer.

Yes of course. As soon as I get an answer.

I still don't have an email from the casino

Let's wait a bit longer then. 

Hello Веселин,

I was informed by our KYC department that you have sent a scan of ID with a front part of one person's ID and back with other person's data. Unfortunately such documents can't be accepted.

I do apologize if this causes any inconvenience.

Kind regards

Deniss Jakovlevs - Head Of Affiliate Department

Веселин I am sorry, but the casino really needs both sides of your ID. You shouldn't send other's personal documents. Please submit the correct required document to proceed with the withdrawal.

Thank you, sorry, I will send the correct documents, both sides of the ID card of the Casino documents department

I sent them a few days ago, but I don't have an answer from them yet

Please let me know when you will receive any answer from the casino.

Yes, of course, as soon as I get one.

I would like to ask the casino representative to be more specific, where is the problem. The player already sent the correct documents. 

We contacted the casino via email and requested some proofs regarding the whole situation.

Please send the proofs here or use my email (matej@casino.guru)

Thanks.

Excuse me, Matthew, do you want evidence from me, I didn't understand, or only from the Casino?

Dear Matej,

Email with the evidence has been send.

If you need more information please contact our payment department.

Regards

FreakyAces team

Yes, as I said before (in email), I was expecting from casino some official statement here. 

Here is a summary:

The investigation team from casino and casino.guru team discovered that this case is connected with other cases, and one of them is published on our website too. From casino evidence and logs, it is clear that these two people are connected and breached several casino terms.

The casino provided us with enough proofs, and we believe that the casino has the right to close the player's accounts and void winnings.

I am very sorry Веселин, if you think that our decision is wrong, please do not hesitate to contact the casino regulator.

Because of what we wrote above, we decided to reject this complaint.