Freaky Aces Casino - Виграш гравця конфісковано.

Hi there,

I played craps at Casino Freaky Aces.

Initial deposit €500.

Then I won almost €2000 (last standing €2494) and requested a payout.

Now my winnings have been canceled on the grounds of an alleged fraud.

That's not the case.

Please help me get my winnings.

Here is the email I received about it:

Hello Moritz,

Thank you for playing at FreakyAces Casino!

We are sorry to inform you that you have violated FreakyAces Terms & Conditions p. 13.5 .

According to FreakyAce's Terms & Conditions, your winnings were cancelled.

Your account balance is 500.00 EUR. It equals the amount of the deposit you made on the 2nd of January 2022.

Please make a new payment request of this amount. After your withdrawal is processed, your Account will be closed by FreakyAces in accordance with Terms & Conditions p. 13.5, and from that moment you are not allowed to open accounts on another website owned by HighWeb Ventures NV Group.

For reference, your Ticket ID is [PJL-TSSLG-251]

Kind regards,

ann

Hallo,

ich habe beim Casino Freaky Aces Craps gespielt.

Ursprüngliche Einzahlung 500€.

Dann habe ich knapp 2000€ gewonnen (letzter Stand 2494€) und eine Auszahlung beantragt.

Jetzt wurden meine Gewinne gestrichen, mit der Begründung eines angeblichen Betruges.

Das ist nicht der Fall.

Bitte helfen Sie mir meine Gewinne zu bekommen.

Hier die Mail, die ich dazu bekommen habe:

Hello Moritz,

Thank you for playing at FreakyAces Casino!

We are sorry to inform you that you have violated FreakyAces Terms & Conditions p. 13.5.

According to FreakyAces Terms & Conditions, your winnings were cancelled.

Your account balance is 500.00 EUR. It equals the amount of the deposit you made on the 2nd of January 2022.

Please make a new payout request of this amount. After your withdrawal is processed, your Account will be closed by FreakyAces in accordance with Terms & Conditions p. 13.5, and from that moment you are not allowed to open accounts on another website owned by HighWeb Ventures N.V. Group.

For reference, your Ticket ID is [PJL-TSSLG-251]

Kind Regards,

Anna

Dear Moritz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the term to see what you breached allegedly and I found this:

"13.5. For the purposes of this paragraph 12:

a "fraudulent practice" means any fraudulent activity engaged in by You or by any person acting on Your behalf or in collusion with You, and shall include, without limitation:

(a) fraudulent charge-backs; or

(b) the use by You or any other person who was participating in the same game as You at any time, of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds; or

(c) the collusion by You with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us); or

(d) any attempt to register false or misleading account information; or

(e) any attempt to evade restrictions imposed to You according to Paragraph 8 (including but not limited, by using a VPN, proxy or similar service that masks or manipulates the identification of Your real location, or by otherwise providing false or misleading information regarding Your location, citizenship, or place of residence, or by making bets or wagers using the Website through a third party or on behalf of a third party located in a prohibited or restricted jurisdiction); or

(f) any actual or attempted act by You, which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

a "criminal activity" shall include, without limitation, money laundering and any offence under of the Gambling Act; and

an "unfair advantage" shall include, without limitation:

the exploitation of a fault, loophole or error in our or any third party's software used by You in connection with the Services (including in respect of any game);

the use of automated players ('bots'), or other 3rd party software or analysis systems; or

the exploitation by You, of an 'Error' as defined in paragraph 18.1, in any case either to Your advantage and/or to the disadvantage of us or other."

Do I understand correctly that you are not aware of breaching any of the listed terms?

Additionally, if there is any other relevant communication between you and the casino that you could forward me, please send it to my email address kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

no, I don't know what exactly I'm being accused of.

In the period from 01/04/22 (application for payment) I was only put off until today.

Then the email mentioned above came.

I've only played live craps tables and I don't know of any form of cheating, if that's even possible.

Hallo Kristina,

nein, ich weiß nicht, was genau mir vorgeworfen wird.

Ich wurde im Zeitraum 04.01.22 (Antrag auf Auszahlung) bis heute nur hingehalten.

Dann kam die oben erwähnte Mail.

Ich habe nur an Live Craps Tischen gespielt und wüsste nicht, das ich in irgendeiner Form betrogen habe, sofern das überhaupt möglich ist.

Thank you very much Moritz for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Hi Moritz,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Freaky Aces Casino to the conversation to participate in the resolution of this complaint.

Hello,

The player's winnings were cancelled in accordance with FreakyAces Terms & Conditions p. 13.5:

- the collusion by You with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us).

We have received information from the Evolution game provider that the player showed signs of opposite betting with another user within Evolution network.

The player's withdrawal of 500.00 EUR has been approved and his account at FreakyAces has been closed. 

There were no "secret" deals or anything like that with anyone else.

I showed "signs"?

Because I bet on something and someone else bet on the opposite?

I think that can happen with probably 100 people playing at the same time.

So this is all just guesswork?

I don't think that's a legitimate basis for the decision.

Es gab keine "geheimen" Absprachen oder ähnliches mit jemand anderem.

Ich habe "Anzeichen" gezeigt?

Weil ich auf etwas gesetzt und irgendjemand anders auf das Gegenteil gesetzt hat?

Ich denke, das kann durch aus passieren, wenn wahrscheinlich 100 Leute gleichzeitig spielen.

Das ist also alles nur auf Vermutungen basierend?

Ich finde, das ist keine berechtigte Grundlage für die Entscheidung.

Hi all,

Thank you for your replies.

Dear Freaky Aces Casino,

Could you please forward the evidence from Evolution to my email address (peter.m@casino.guru)?

Hi, email with evidence has been send

Dear Freaky Aces Casino,

Sorry for the late reply. Thank you for the provided evidence. I looked at screenshots but I'm afraid the so-called "Signs of opposite betting" isn't a very strong argument and is quite unspecific. Is there some additional evidence that would suggest that some rules were broken?

Hi, thank you for the response.

Usually confirmation from the game provider is a sufficient basis to confirm the violation of the rules.

Please clarify, what do you mean by additional evidence? any examples?

Thank you.

Dear Freaky Aces Casino team,

Based on the evidence provided there are indeed "signs" of opposite betting but if it's just one case, it could have easily been a coincidence. Are there more logs to prove that these bets were coordinated? Have the IP addresses and personal data of the players been checked and compared?

Hello, this kind of betting abuse can only be verified by Evolution Network as we don't have access to their network.

Notifications were provided twice, the first time they sent it themselves, and the second time we asked

for it. These are two different time periods. 

When the gaming provider provides confirmation, this is enough to confirm the betting abuse.

FreakyAces Terms & Conditions p. 13.5:

- the collusion by You with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us).

Screenshots have been send to your email.

Thank you

Hi all,

We will discuss the issue internally tomorrow and will get back to you.

Dear Freaky Aces Casino team,

I discussed the issue with our management. I'm afraid we can't accept the fact that the whole case is based on a "sign of opposite betting". We received evidence that there were two bets in question. If we consider that there can be thousands of players playing the same game at the same moment, there must be lots of opposite bets and at some point, something like this practically must happen sooner or later. Apart from that even if we wanted to speculate about a money laundry case, who would ever choose craps and Pass/Don't pass line bets where waiting for the results can be pretty time-consuming to do that? Unfortunately, this doesn't make much sense and we are convinced that you can't rely solely on some technical output from Evolution.

We would like to ask Freaky Aces Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi, we have send a request to Evolution Network to provide more evidence regarding this case.

Still waiting for a response.

It can take some time.

Ok, let's give it 10 days and see about the evidence from Evolution.

Hi, thank you for giving us more time.

We have received a response from Evolution.

Email with more proof has been sent to (peter.m@casino.guru)

Dear Freaky Aces Casino team,

Thank you for the additional evidence you provided. I appreciate the extra effort, but, again, the report from Evolution is insufficient. I understand such a report might be a good indicator that could help to discover opposite betting and possibly prevent money laundering from happening (if this is your point). However, these are just a couple of opposite bets (out of thousands) that took place at the same time to several players (out of thousands). Considering the number of players playing the same game at the same point in time such coincidence must have happened sooner or later. If we had the whole game history of the aforementioned players where it would be visible that they keep making opposite bets at the same time and so launder thousands of Euros, that would be a different story, but the reports from Evolution only serve as indicators unless they are backed by some proper evidence.

Hi, we have provided all necessary proofs, that Player has been accused of fraudulent activity. There are not such a large percentage of opposite betting, following Player has been seen doing this more than once, it can't be just a coincidence.

Sorry, but we can not ignore multiple warnings from Game Provider, it could have serious consequences.

That's why we acted according to Freaky Aces Terms and Conditions, term 13 it says:

If:

we have reasonable grounds to believe that You have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include (but shall not be limited) the use by us (and by our gaming partners and our other suppliers) of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time);

we shall have the right, in respect of Your Account (and/or any other account held by You at any of the websites operated by us and/or our Group) to withhold the whole or part of the balance and/or recover from the Account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) contemplated in this.

This is our final statement and we will not revise it.

Good.

Then only the following remains:

Freaky Aces violates applicable law in Germany in the way it offers its games.

Neither unlimited spins nor live casino have been allowed in Germany since October 2021. Since they also stole from me and want to portray me as a fraud, I will pass this on to the relevant authorities.

Gut.

Dann bleibt auch nur nur noch folgendes:

Freaky Aces verstößt gegen geltendes Recht in Deutschland in der Form seine Spiele anzubieten.

Weder unbegrenzte Spins, noch live Casino sind seit Oktober 2021 in Deutschland erlaubt. Da sie mich darüber hinaus bestohlen haben und als Betrüger hinstellen wollen, werde ich das an entsprechende Behörden weitergeben.

Hi all,

Sorry for the waiting. Since there are a couple more similar cases, we have to discuss them all I will get back to you with a result on Wednesday.

Dear Freaky Aces Casino team,

After another and final discussion with our management about the complaint (and similar cases), the conclusion is as follows: We do understand the casino's point and the fact that it's hard to get detailed evidence from the Evolution game provider clearly showing that some type of fraud took place. However, we can't accept the decision to confiscate the player's winnings based solely on a report from the game provider. As mentioned before, the report can serve as an indicator but not as relevant proof of fraud or money laundering or whatever the accusation is. The complaint will become unresolved.

Dear Moritz,

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort, I suggest you turn to the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. I'm not convinced that the game authority will help you with this one, but we can always try. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter