TrustDice Casino - Pelaajan tili suljetaan ja voitot takavarikoidaan.

Hello dear Casino Guru team,

I registered at TrustDice casino for the first time. I made a deposit – that worked fine – but when I tried to withdraw some money, they told me that I have multiple accounts.

I haven’t even verified my identity with TrustDice. They don’t have any of my personal data at all, so how can there be duplicate accounts?

This is not fair. My account was closed, and my withdrawal of €1,800 was confiscated.

I need your help. I asked TrustDice to provide evidence, but they have stopped responding to me.

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Dear trashi,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Which payment method did you use to deposit money into this casino?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? -> No

Which payment method did you use to deposit money into this casino? -> Crypto / LTC

Have you accumulated your winnings with or without an active bonus? -> Without any active Bonus

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

Please forward me all communication between you and the casino’s customer support regarding the allegations made by the casino that you hold multiple accounts to veronika.f@casino.guru. Thank you for your cooperation.

Hello, i have sent you the email.

Dear trashi

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,

Veronika

Hello trashi,

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

Dear Michal,

Thank you for reaching out.

The user was banned as per our Terms and Conditions below as multiple accounts were found linked to the user's profile.

These findings confirm multiple account usage, which is prohibited under our Terms & Conditions.

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.

We have sent the full evidence to your email as requested.

We remain available for any further clarification.

Kind regards,

TrustDice Casino Compliance Team

Dear TrustDice Casino Compliance Team,

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

Dear trashi,

Can you please confirm whether any of your friends or people you might know hold an account with TrustDice Casino? If that's the case, I would like to know if you might have played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering.

I dont know if someone plays there. I live with my family. As i stated in the begining. I never had multiple accounts. I literally never sended them any id from me. They dont even know who i am. How do they come to the conclussion that i have multiple accs without having any real data from me ?

Literally never seen an accusation like this one. Thats not fair.

Dear trashi,

All online casinos employ a range of tools to identify multiple or duplicate accounts. Even if you have not provided any identification to the casino or completed a KYC verification, the casino has the capability to track devices, IP addresses, payment patterns, gameplay behaviour, and more. If there are several indicators that align (which appears to be the situation here, although I cannot yet reach a conclusion), the casino has the right to take appropriate action.

Ultimately, you consented to the casino's terms and conditions when you established your account.

https://trustdice.win/terms

3. Your Member Account

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.

I'm still awaiting the additional information and evidence from the casino team to be able to come to an informed decision.

Its legit the first account for me personally there. Feels so unfair.

Dear Michal,

Thank you for your follow-up.

We have responded to your email and have sent the full evidence, including all linked-account matches identified through our internal security checks. All supporting documentation has been provided via email as requested.

If any further clarification is needed, we remain fully available to assist.

Kind regards,

TrustDice Casino Compliance Team

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

Dear trashi,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created quite close one after another, linked with the same device, same IP address. Casinos have a strict policy regarding multiple account cases that have been used in this manner, and the casino has acted in accordance with its terms and conditions, as mentioned by the casino team earlier.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru