The player from Italy claims that they didn’t receive advertised bonus nor the winnings. After a closer examination, we rejected this complaint and we do not recommend VPN usage in this casino.
Golden Ace Casino - Player suggests that casino hasn’t been following its own regulations.
Amount: 777 руб
Golden Ace Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
Golden Ace Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
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4 years ago
Translation
They do not respect the terms. I have not received any bonuses, despite the payment.
Automatic translation:
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4 years ago
Dear Salvatore,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited funds in to your account and tried to redeem a bonus? Which exact bonus was it, please?
I have checked terms and conditions, and I found that Italy is on the list of restricted countries:
Since it appears to me, that you are from Italy, I would like to ask you, if you have succeeded in opening the account as a player from this country? Did you use a VPN (Virtual Private Network) to alter your location? I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its rules. 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
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4 years ago
Translation
Yes, I managed to open an account using Opera. Nothing, they advertised 777RUB with a deposit of at least 200RUB. Fattostà that I deposited 200RUB but I have not received the expected 777RUB. However even if it is an unfair figure, I made a complaint for a matter of principle because the mockery lies in the fact that I can deposit (that always) but after it turns out that I play from Italy and I am not entitled to receive the bonus, which, however, it did part of the choices and selectable before payment. You put that the use of the VPN was allowed and therefore I have not read T&C. Luckily, we are now talking about only 200RUB. However, it is not a playable casino in every sense, regardless, and that's why I wanted to report. They immediately closed the account at my request. Chapter closed with nothing to expect.
Thanks so much for your interest. Greetings.
Edited
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4 years ago
Once again Salvatore, I’m sorry about your negative experience. Could you please clarify if there are any funds being held by the casino? Thank you.
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4 years ago
Translation
No, no, there are no funds. I played the paid 200RUBs normally and lost them regularly. I repeat, it is a small amount, but the casino must not allow registrations and deposits from Italy, therefore, in my opinion, it must not make use of the VPN. Thanks again.
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4 years ago
Dear Salvatore,
Thank you very much for your quick reply and feedback. I have changed the information regarding VPN in our review https://casino.guru/golden-ace-casino-review. If there is anything else, I could do for you in this case, please do not hesitate to contact me, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply.
