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I usually deposit cryptocurrency, but when I found out I could use Vega Wallet, I made several deposits. This was the first time I requested a withdrawal, but when I logged in, I was notified that there had been fraud and my account had been frozen. Since I had no way to contact support, my account was frozen and no withdrawals were made. I was able to deposit and withdraw cryptocurrency.

普段は仮想通貨入金を使っていたがvega walletが使えるのを知り複数回入金。今回初めて出金申請したところ、ログインした際に不正があり凍結されたとの通知のみ。サポートへの連絡を取る手段がないため一方的に凍結&出金されずの状態。仮想通貨では入出金はできていました。

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

Have you contacted customer support after you found out that your account has been suspended? If so, what was their reply?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you play with or without a bonus?

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

Best regards,

Veronika

I play both live games and slots. I didn't use the bonus this time.

When I checked again, I found an email stating that my account had been suspended. The reason given was that I had multiple accounts, but I only have one account. I replied to the email, but haven't received a reply.

I don't remember if I went through KYC because I registered a long time ago. I can't log in to my account, so I have no way to check. As I wrote when I filed my complaint, I've been depositing and withdrawing cryptocurrency until now, and this happened with my first Vega Wallet withdrawal.

ゲームはライブやスロット両方やっています。今回ボーナスは使っていません。

再度確認したらアカウント停止のメールが来ていました。理由は複数アカウントの所持との事ですが、私はひとつのアカウントしか作っていません。その旨メールに返信しましたが返事はありません。

kycを通したかの件は登録が大分前なので覚えていません。アカウントにログインできないので確認の方法もありません。申し立て時にも書きましたが今までは仮想通貨での入出金を行っていて初めてのvega wallet出金で今回の事がおこりました。

Thank you for your reply.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Is there any possibility that some other person used the same Vega Wallet as you to deposit money into their casino account?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

As for the VEGA wallet, it has definitely not been used by anyone else.

As for masking software, I don't use it because I only use it on my smartphone.

As for the IP address, I cannot rule out the possibility because I have used free wifi in the past.

I apologize for the inconvenience, but I don't have a way to communicate directly with the other party, so I appreciate your help.

VEGA walletに関しては間違いなく他人に使用されていません。

マスキングソフトに関してはスマホのみの使用なので使っていません。

IPアドレスについてはflee wifiを使用する事があったので可能性は否定できません。

相手と直接やりとりができる方法が無い為にお手数かけますがよろしくお願いします。

Thank you very much, yamakin, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello yamakin,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite TrustDice Casino to join the conversation.

Dear TrustDice Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru

Best regards, Michal.

Do you need my account name to troubleshoot the issue?

Michalさんよろしくお願いします。

問題解決にあたって私のアカウント名は必要でしょうか？

Dear Michal,

We have sent our Evidence over to your email "michal.k@casino.guru".

Kindly check your email when you can,

With Respect,

TrustDice Team

Thank you for the information and evidence provided, TrustDice Casino Team.

Dear yamakin,

I have received the evidence that substantiates the casino's decision. Unfortunately, after gathering and reviewing all pertinent information and evidence, we must deem this complaint as Unjustified due to a breach of the casino's terms and conditions – specifically, the establishment and/or usage of multiple/duplicate accounts for taking advantage of the casino's bonuses/promotions. Every casino enforces a very stringent policy regarding instances of multiple/duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you accepted when you registered your account.

You are, of course, entitled to disagree with our decision and may choose to pursue your case with the casino’s licensing authority or the relevant regulatory body in your jurisdiction if you continue to believe your position is justified.

However, we are unable to provide any further assistance regarding this matter. I would also recommend that you review and adhere to each casino’s terms and conditions in the future to help avoid similar issues.

We regret that we cannot be of more help on this occasion. Should you encounter difficulties with another casino in the future, please do not hesitate to contact us, and we will try our best to help you.

Best regards,

Michal

Casino Guru