Freaky Aces Casino - Player’s winnings have been confiscated.

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,

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.

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.

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

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.

Здравейте,пратих имейл на Казиното и очаквам отговор какви документи да пратя

Dear Petar.

I am extending the timer by 7 days. Please, inform us if there is any new info.

все още нямам имейл от казиното

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 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.