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
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
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.
