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Dear TrustDice Support Team,

a former player on TrustDice, and I was self-excluded in 2024 due to compulsive gambling addiction. On September 19, 2024, I contacted your support team, and they confirmed that I would no longer receive promotional offers and would be permanently restricted from accessing or creating a new account.

Issue:

Despite this assurance, I continued to receive promotional offers, which led me to relapse into gambling. I registered a new account using the same personal details as my previous account, which clearly indicates that your system failed to enforce the self-exclusion policy. Subsequently, I made deposits of $56 and $426 and engaged in gambling activities without any restriction, which directly violates responsible gambling guidelines.

My Requests:

A full refund of all deposits made after reopening the account.

The immediate and permanent closure of my account to prevent any future gambling activity.

A detailed explanation as to why I continued to receive promotional offers despite being excluded.

Dear zankin9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem and the distress it has caused.

To better understand and address your situation, I have a few questions that will help us clarify the details of your complaint:

• Could you confirm the exact date when you initially requested your self-exclusion and provide any confirmation or documentation you received from TrustDice regarding this request?
• Can you specify whether the promotional offers you received were via email, SMS, or other channels? Were you able to opt out from these offers or did they keep coming despite your attempts?
• When you registered the new account, did you use the same login credentials or did you alter any information (e.g., address, email, personal info) in an attempt to bypass the restrictions?

Your cooperation in providing this information will help us understand how the system failed and enable us to assist you in resolving the matter with the casino. We want to ensure your experience is as smooth and fair as possible.

If you have any relevant communication or screenshots related to this issue, please forward them to petronela.k@casino.guru so we can continue investigating.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello

In April 2024, my account was permanently closed due to my compulsive gambling addiction.

Despite my exclusion, TrustDice continued to send gambling promotions to my email, directly violating responsible gambling policies.

On September 19, 2024, I contacted Compliance team to request a permanent stop to all promotional offers. In response, your team confirmed in riting that I would no longer receive any offers.

However, despite this confirmation, I continued receiving gambling promotions from TrustDice.

On November 12, 2024, I contacted support again, requesting a final stop to all promotional emails. Yet, to this day, I am still receiving offers from your platform.

As a result of these persistent promotions, I relapsed and created a new account using the same personal details. Your system failed to prevent this, allowing me to deposit and gamble.

I deposited $56 and $426, wagered these funds, and my account remains active despite my self-exclusio

Yes, with the same email and personal information, and an account that is still active now without being banned

Hello madam Petronela

I sent you email

Yes, that is correct. Despite TrustDice confirming on September 19, 2024, that I would no longer receive promotional emails, I continued to receive gambling offers on the same email address. This directly violated their commitment and led to my relapse into gambling. This is not just negligence—it is a serious and irresponsible act that could be considered a crime, as it deliberately exploited my vulnerability despite clear warnings and was sent to the exact same email address that was supposed to be excluded.

I created the second account after receiving continued promotional emails despite my exclusion. Unfortunately, I do not have the exact date when I created the second account, but it was shortly after I started receiving these persistent offers, leading me to relapse into gambling.

Thank you very much, zankin9, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear zankin9,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the TrustDice Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear TrustDice Casino,

Could you please provide detailed information regarding this case and explain why promotional materials continue to be sent to the player despite his explicit request to opt out? Additionally, the player was previously informed that his email would be removed from the promotional list, yet he's still receiving marketing communications.

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for reaching out.

We have reviewed this case thoroughly and have sent the full details, along with supporting evidence, via email. Please check your inbox for our response. If you require any further clarification, don't hesitate to reach out.

With respect,

The TrustDice Team

Dear TrustDice Casino,

Thank you for your thorough and detailed review of the case, as well as for providing the necessary evidence.

Dear zankin9,

After carefully reviewing the evidence provided by the casino, it is clear that your account was not closed in April 2024 due to a self-exclusion request, but rather due to the creation of multiple accounts. The evidence indisputably shows that your account is linked to several other accounts, all accessed or created from the same device or location.

Additionally, the details you provided during the complaint process further support this finding. You initially submitted your complaint using a Yahoo email address, while promotional materials linked to the account "abdo91" were sent to a Gmail address. Meanwhile, the account you are disputing ("zako1") is associated with an entirely different email address. Furthermore, there is no record of you ever having self-excluded from this casino. Therefore, the casino has not violated its self-exclusion policy or failed to restrict promotional materials for such an account.

Based on this, your actions strongly indicate an attempt to exploit the self-exclusion policy in order to seek refunds on funds lost during regular gameplay. Additionally, your claim that you registered using the same credentials is incorrect. The casino utilizes a quick registration process that requires only an email address. While you have provided evidence of updating your profile with personal details, it is important to note that this information is not verified in real time but rather at the time of withdrawal, which is standard practice among most offshore-licensed online casinos.

As a result, I must reject your complaint as unjustified.

For future reference, I strongly advise adhering to the casino’s Terms and Conditions and avoiding any attempts to gain unfair advantages by creating multiple accounts or attempting to exploit the self-exclusion policy. I understand this may not be the resolution you were hoping for, but the evidence leaves no room for doubt.

Should you encounter any other issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We’re always here to assist you.

Best Regards,

Kubo