TrustDice Casino - Pelaajan tili on suljettu ilman perusteita.

I am submitting a formal complaint against Trustdice Casino regarding the unfair closure of my account, denial of my withdrawal request, and the subsequent blocking of my login access based on alleged multi-accounting.

Disputed Amount and Account Status:

Pending Withdrawal: 2,300 USDT

Remaining Balance: Approx. 190 USDT

Total Disputed Amount: Approx. 2,490 USDT

Current Status: The website is accessible, but my login is completely blocked.

Timeline of Events (All times in UTC+7):

May 13, 2026, 07:44 AM: I submitted a withdrawal request for 2,300 USDT. This funds (approx. 2,500 USDT in total) was actually credited to my account by the casino as a payout/compensation for a previous system error regarding unpaid amounts. Before initiating this withdrawal, I explicitly contacted support to ask if it was permissible to withdraw this specific amount. Support explicitly confirmed that it was perfectly fine to proceed. I hold screenshot evidence of this conversation.

(This conversation has been translated into Korean, so the attached screenshot requires translation.)

May 13, 2026, 04:18 PM: I received an account blockage email alleging multi-accounting. This was done abruptly without any prior KYC verification request.

May 13, 2026, 08:32 PM: I sent an explanation and protest email to the casino clarifying the situation, but I have received no response to date.

Gameplay & IP Overlap Explanation:

Fair Play: My main activity involved playing Pachinko/Pachislot games. I have never utilized any fraudulent methods or prohibited programs. I am fully prepared to provide any necessary proof to verify the legitimacy of my gameplay.

Reason for IP Overlap: The casino flagged my account due to an IP overlap with three other players. This is a legitimate coincidence. These three players are my actual colleagues from the same company. We occasionally hang out in the same room and play games individually on our own devices. Furthermore, two of these colleagues reside in different rooms within the same apartment building (officetel), which heavily increases the likelihood of sharing the same dynamic IP network.

Willingness for Verification: All three individuals are distinct, real people who are entirely willing to undergo full KYC verification to prove their separate identities. It is also important to note that my account is currently at a net loss overall, even if this pending withdrawal is fully processed.

Given that I obtained explicit permission from support before withdrawing and that the IP overlap is fully justifiable, I believe this block is deeply unfair. I kindly request Casino Guru’s mediation to facilitate the necessary identity verifications and help resolve this dispute so that my account can be restored and my funds released.

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which pachinko games you played? Did your colleagues play the same games?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

1. I played numerous games within the Pachinko and Pachislot categories. For example, I played 'SmartSlot Fist of the North Star' and 'P no game no life 319'.
2. My colleagues also played different machine numbers for the same games or, on average, played different machine models than I did.
3. Since I cannot play Pachinko if I receive a bonus, I played using my deposit amount without the bonus.

I attached a file at the time of writing, but was it not attached? I will attach the same content first.

Please understand that since much of the live chat conversation was in Korean, this section may require separate translation.

Also, since this conversation was written using a translator, I ask for your understanding if there are any parts of my dialogue that are difficult to understand.

Dear kist12,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello kist12,

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 for an independent review.

Thank you in advance.

Dear Michal,

Thank you for your message.

We have now submitted our evidence via email for your review. (to michal.k@casino.guru)

We remain available should you require any further clarification.

Kind regards,

TrustDice Casino

Dear TrustDice Casino,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your reply.

Dear kist12,

I am discussing your case with the casino team and would appreciate your assistance in clarifying a few points.

Could you please specify which personal devices you used to register and play at the casino? Additionally, please confirm which payment methods registered in your name were used on your casino account and, if possible, provide supporting evidence.

For the sake of completeness, could you also confirm whether you have ever shared any of your devices with other casino users, or whether you have transferred funds to or received funds from any individuals who also hold accounts at the casino?

I look forward to your response.

Dear Michal,

Thank you for your response. Please find my answers to your questions below:

* **Devices Used:**

* **Main Device:** Samsung Galaxy S23 Ultra.

* **Secondary Device:** iPhone XR. (I always carry both phones and can provide a photo of them together as proof if needed.)

* **PC:** A personal Windows 11 PC, and occasionally a shared laptop at my workplace.

* **Payment Methods:**

* I used my personal Binance account for all deposits and withdrawals. The very first transaction was done via the ETH network, and all subsequent transactions were processed via the TRC20 network.

* I have attached **binance account.jpg** to prove my identity and ownership of the Binance account.

* I have also attached **transaction 01.jpg**, **transaction 02.jpg**, and **transaction 03.jpg** showing the complete deposit and withdrawal history between my Binance account and the Trustdice wallet. If any further supporting evidence regarding payments is required, I am fully prepared to provide it.

* **Device Sharing:**

* Yes, I have accessed the casino from a shared laptop at my workplace. Another colleague also used this same laptop to log into their own account.

* This was done because using a PC is much more efficient than a mobile device when trying to secure seats during Pachinko/Pachislot reset times.

* We are two entirely separate and independent individuals. We played our own games using our own separate funds.

* There was absolutely no bonus abuse. Since bonuses cannot be used for Pachinko/Pachislot gameplay, we played with raw deposits. The daily crypto faucet provided by the casino is only about 0.136 USDT, which is completely negligible and has no impact on our gameplay or balance.

* If there are any doubts regarding this, all individuals involved are fully prepared to undergo separate KYC verification and verify our individual physical devices.

* **Fund Transfers:**

* No, I have never transferred funds to or received funds from any other casino users via Binance or any other crypto wallets.

Best regards,

kist12

Dear kist12,

Thank you for providing the additional clarification. However, I am afraid that the information you have shared ultimately corroborates the casino's position and provides a reasonable explanation for the measures taken against your account.

As a general principle, we do not consider the mere use of the same IP address by multiple individuals to be indicative of a violation. It is not uncommon for family members, friends, flatmates, or even unrelated individuals residing in the same building to share an internet connection and, consequently, appear under the same public IP address. Therefore, the existence of a shared IP address alone would not ordinarily constitute sufficient grounds to justify adverse action against a player.

However, a fundamental principle of the online gambling industry is that each player is required to register, access, and operate exclusively through their own account using their own device. This requirement serves several important purposes, including preserving the integrity of the operator's security and verification procedures, preventing account sharing, and enabling the casino to distinguish reliably between individual users.

Regrettably, based on the information and evidence provided by the casino and your own clarification, it was confirmed that multiple individuals accessed their accounts using the same device.

Moreover, a strikingly similar deposit and gameplay pattern was detected. This constitutes a breach of commonly accepted industry standards and a direct violation of the casino's Terms and Conditions, as mentioned in the rules:

3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

8.1.6 You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. https://trustdice.win/ hereby reserves the right to invalidate any wager in the event of such behaviour;

While I can imagine that there may not have been any malicious intent on your part, sadly, once a clear breach of the casino's rules has been established, we are regrettably unable to conclude this case in any manner other than by rejecting the complaint.

For future reference, I would strongly recommend familiarising yourself with the Terms and Conditions of the casinos you choose to play with and ensuring that they are followed carefully in order to avoid similar unpleasant situations.

You naturally have the right to disagree with this conclusion and to escalate the matter to the casino's licensing authority or another competent regulatory body within your jurisdiction if you believe your position to be justified. However, based on the information and evidence currently available to us, we are unfortunately unable to provide any further assistance in relation to this complaint.

Should you decide to pursue the matter further, I would appreciate it if you could inform me of the outcome or any decision issued by the relevant authority at michal.k@casino.guru.

I am sorry that we were unable to provide a more favourable outcome in this case. Nevertheless, should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us again. We will do our best to assist you to the extent possible.

Kind regards,

Michal

Casino Guru