The player from Bulgaria has been informed that his country was on the list of the restricted ones. His winnings have been confiscated and deposit refunded.
The player from Bulgaria has been informed that his country was on the list of the restricted ones. His winnings have been confiscated and deposit refunded.
The player from Bulgaria has been informed that his country was on the list of the restricted ones. His winnings have been confiscated and deposit refunded.
Hello, I am contacting you to seek help after I came across an incorrect casino, namely Freaky Aces, For the first time I made a profit from slot games for 10 days there was a game, and what happened: The next day the Casino decided to stop accepting players from Bulgaria, and access to my account was limited. I received an email that they cancel the winnings and return only the amount of the deposit, because I had violated some point.?! country.I am furious..In such difficult times, to lie to you, and lose time and nerves.I really hope things do not stay that way
Здравейте, свързвам се с вас да потърся помощ,след като попаднах на некоректно казино,а именно Freaky Aces , За първи път натрупа печалба от слот игри за 10 има дена игра,и какво се случи:Пуснах заявка за теглене и пратих документи за верификация на акаунт.На следващия ден Казиното реши да спре да приема играчи от България,и достъпът до акаунта ми беше ограничен.Получих имеил че анулират печалбите и връщат само сумата от депозита, защото съм бил нарушил едиди коя точка.?!Много подло от тяхна страна.Бесен съм..В такива трудни времена,да те излъжат,и загубят времето,и нервите.Много се надявам нещата да не останат така
Dear Petar,
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 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 have checked the email from the casino, and it seems that you have been accused of opening duplicated account. To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?
Looking forward to hearing from you.
Best regards,
Petronela
Dear Petar,
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 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 have checked the email from the casino, and it seems that you have been accused of opening duplicated account. To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?
Looking forward to hearing from you.
Best regards,
Petronela
Dear Petar,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Dear Petar,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
I confirm that I have not used a VPN server and I do not have a duplicate account. Besides me, there is no other account created by a member of my family at 100%. Ask the casino to see how the account is duplicated.
Потвърждавам че не съм ползвал ВПН сървър и нямам дублиран акаунт.Освен мен няма друг направен акаунт от член на моето семейство на 100 %.Питайте казиното да видим как е дублиран акаунта.Уверявам ми за това
Thank you very much Petar for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
Thank you very much Petar for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Petar.
Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.
Hello Petar.
Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.
Hello Petar,
First of all I would like to apologize for negative experience with FreakyAces Casino.
I was informed by our KYC department that you were unable to verify your account due to mismatch between personal information in your player account and documents that you have sent for verification.
In order to very account you should send your own documents. In case of any questions our KYC department will be happy to help you. Please use e-mail: kyc@freakyaces.com
Once again I do apologize for any inconvenience caused.
Kind regards
Deniss Jakovlevs - Head Of Affiliate Department
Hello Petar,
First of all I would like to apologize for negative experience with FreakyAces Casino.
I was informed by our KYC department that you were unable to verify your account due to mismatch between personal information in your player account and documents that you have sent for verification.
In order to very account you should send your own documents. In case of any questions our KYC department will be happy to help you. Please use e-mail: kyc@freakyaces.com
Once again I do apologize for any inconvenience caused.
Kind regards
Deniss Jakovlevs - Head Of Affiliate Department
Dear Petar.
Can we consider your issue got resolved? Please, let us know if you have any questions or require further assistance.
Dear Petar.
Can we consider your issue got resolved? Please, let us know if you have any questions or require further assistance.
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we consider your issue got resolved.
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we consider your issue got resolved.
Dear Petar.
I am extending the timer by 7 days. Please, inform us if there is any new info.
Dear Petar.
I am extending the timer by 7 days. Please, inform us if there is any new info.
Dear Freaky Aces Casino team.
Please, is there any new info regarding the player?
Dear Freaky Aces Casino team.
Please, is there any new info regarding the player?
Dear Jozef Krucay,
Our payment department did send an answer to this Player 14/07/2020
It's not possible to verify account due to your account and document data mismatches. In accordance with FreakyAces Terms and Conditions p.5
Regards
FreakyAces team
Dear Jozef Krucay,
Our payment department did send an answer to this Player 14/07/2020
It's not possible to verify account due to your account and document data mismatches. In accordance with FreakyAces Terms and Conditions p.5
Regards
FreakyAces team
Dear Petar.
Please, could you confirm the casino statement? Could you forward me the email or should I close the complaint?
Please, be aware that in case you fail to provide us with specific information in the given time frame, we will reject your complaint.
Dear Petar.
Please, could you confirm the casino statement? Could you forward me the email or should I close the complaint?
Please, be aware that in case you fail to provide us with specific information in the given time frame, we will reject your complaint.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.