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, ?!

Здравейте, просто бях изигран от това казино,затова реших да ви пиша.Всичко беше нормално,казиното си приемаше българи .Създадох акаунт,потръгна ми,и след седмица някъде ,не успях да се логна писах им,те ми върнаха имейл ,че се извинявам за неудобството и че всички акаунт и в България са затворени от този момент,писаха още че ще разгледат баланса и ще се свържат с мен.Изискаха документи,пратих им всички необходими.Днес ми пишат че за съжаление не съм успял да мина верификация и ми заверяват баланса,като ми връщат депозита,?!

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, United Kingdom, 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: http://www.kpvfaw.com/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

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.

Сигурен съм ,че всичко като документи отговаря на регистрационната форма.Казиното да се обоснови кой документ има разминаване,къде информацията е била неточна.Все пак анулират печалбите,не трябва ли да получа най малкото обяснение дори със скриншот каква точно е причината.Тъй като аз не мога да сравня след като нямам достъп.Много лесно си "измиват ръцете по този начин" Благодаря за списъка с препоръчаните от вас казина,лПредполагам при тях не се отнасят така с клиентите както това казино.

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.

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.

Hello Иван,

I do apologize for the delay in my reply. I had to wait for an answer from our KYC department.

I received following information:

"It is not possible to verify player's account due to account and document data mismatches. There is mismatch between address in the account and utility bill."

According to Terms & Conditions paragraph 5.1.1:

You warrant that the name and address You supply when opening Your Account are correct.

For any further questions, please contact [email protected]

I do apologize if this situation caused any inconvenience but unfortunately withdrawal is not possible if player couldn't verify his account.

Kind regard

Deniss Jakovlevs - Head Of Affiliate Department

Иван, please could you contact the casino and verify your account? Without complete verification, they cannot process your withdrawal.

The same was written to me during the first document check, but since I do not agree, I want to ask Casino Guru if they can specifically where I went wrong and what and if they can take a screenshot of their Freakyaces.com account address. Just asking?

Същото ми писаха при първата проверка на документите, но тъй като не съм съгласен искам да попитам КазиноГуру, дали могат по конкретно къде съм сгрешил и какво и могат ли да направят скрииншот на адреса на акаунта им във Freakyaces.com. Просто питам?

I want to ask the casino representatives to explain to the player why his documents were rejected and if there is a chance for him to send additional documents to confirm his identity.

Thanks.

Pardon me, so the only problem is that he didn't fill the street address?

Hello Matej,

Yes, this is the main reason why KYC department can't verify player's account.

Kindly,

Deniss Jakovlevs - Head Of Affiliate Department

We contacted the casino via email and requested some proofs regarding the whole situation.

Please send the proofs here or use my email ([email protected])

Thanks.

Well, I apologize, but my address is Svoboda bl20, it's just that this address does not have a street number because it is Svoboda.

Ами извинявам се но адреса ми е кв, Свобода бл20, просто това е адреса няма номер на улица защото е кв. Свобода

I wanted to say bl18

Исках да кажа бл18

Dear Matej,

Did you receive email from our payment department?

Freaky Aces team

Yes, as I said before (in email), I was expecting from casino some official statement here. 

Here is a summary:

The investigation team from casino and www.kpvfaw.com team discovered that this case is connected with other cases, and one of them is published on our website too. From casino evidence and logs, it is clear that these two people are connected and breached several casino terms.

The casino provided us with enough proofs, and we believe that the casino has the right to close the player's accounts and void winnings.

I am very sorry Иван, if you think that our decision is wrong, please do not hesitate to contact the casino regulator.

Because of what we wrote above, we decided to reject this complaint.