Home Complaints Freaky Aces Casino - Player’s account has been closed.

Amount: €210

Freaky Aces Casino - Player’s account has been closed.

3.4/10 Very Bad reputation Submitted: 17 Jun 2020 | Case opened
Current status

Waiting for casino to reply

3d 7h 24m 49s

Case summary

8 days ago - 18 Jun 2020

The player from Bulgaria created and account, but then it was closed, due to Bulgaria being a restricted country.

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Hello, I was just played by this casino, so I decided to write to you. Everything was normal, the casino accepted Bulgarians. I apologize for the inconvenience and that all accounts in Bulgaria are closed from that moment, they also wrote that they will review the balance and contact me. They demanded documents, I sent them all the necessary ones. Today they write to me that unfortunately I failed to pass verification and they certify my balance by returning my deposit, ?!

Automatic translation
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Dear Иван,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"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, India, United States."

Did you provide all your documents in a sufficient quality, please? If the pictures are not clearly visible or there are some discrepancies in your documents, which are also mentioned in the screenshot you attached to this complaint (this might be for example different address, phone number or other data), it can result in not passing verification.

Additionally, please check our recommended casinos for American players: /top-online-casinos#tab=RECOMMENDED. To make absolutely sure you see the most suitable casinos, check your language and country preferences.

Looking forward to hearing from you. Hopefully, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

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I am sure that everything as documents corresponds to the registration form. The casino should justify which document has a discrepancy, where the information was inaccurate. I can't compare since I don't have access. It's very easy to "wash your hands this way" Thanks for the list of casinos you recommend, I guess they don't treat customers like this casino.

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Thank you very much Иван for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Hello Иван.

I am very sorry for your troubles. We would like to ask Freaky Aces casino representatives what happened in this case and which documents they need to finalise the verification.

Freaky Aces Casino has 3d 7h 24m 49s to reply