Golden Ace Casino - Der Spieler schlägt vor, dass das Casino seine eigenen Vorschriften nicht befolgt hat.

They do not respect the terms. I have not received any bonuses, despite the payment.

Non rispettano i termini. Non ho ricevuto nessun bonus, nonostante il versamento.

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

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.

Si, sono riuscito ad aprire un account utilizzando Opera. Niente, questi pubblicizzavano 777RUB con un deposito di almeno 200RUB. Fattostà che ho depositato 200RUB ma non ho ricevuto i 777RUB previsti. Comunque anche se è una cifra iniqua, ho fatto reclamo per una questione di principio perchè la beffa sta nel fatto che posso depositare (quello sempre)  ma dopo si scopre che gioco dall'italia e non ho diritto a ricevere il bonus, che però faceva parte delle scelte e selezionabile prima del versamento.  Voi avete messo che era consentito l'uso della VPN e quindi non ho letto T&C. Fortuna vuole che parliamo ora di soli 200RUB. Comunque non è un casinò giocabile in tutti i sensi, a prescindere, e per questo ho voluto fare la segnalazione. Hanno chiuso immediatamente l'account su mia richiesta. Capitolo chiuso senza nulla a pretendere.

Grazie mille per l'interessamento. Saluti.

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.

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.

No, no, non ci sono fondi. Ho giocato normalmente i 200RUB versati perdendoli regolarmente. Ripeto, è una piccola cifra, ma il casinò non deve permettere registrazioni e versamenti dall'italia, quindi, a mio parere, non deve far utilizzare la VPN .  Grazie ancora.

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.

No, thank you very much for what you have done!

Greetings.

No, grazie mille per quanto ha fatto!

Saluti.

Once again, thank you very much for your feedback Salvatore. I will now close the complaint. We wish you best of luck and please, do not hesitate to contact us if you run into any issues with this or any other casino in the future.