TrustDice Casino - Pelaajan varat takavarikoidaan tilin sulkemisen jälkeen.

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Dear Pibinho,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. Please allow me to ask you a few questions so that I can fully understand the situation.

• Could you please confirm which verification documents you submitted and when you submitted them?
• Could you also please confirm the date when your account was blocked?
• Before creating a new account, did you inform customer support that, due to a technical issue, you still had an old account that you were unable to access, and that this was the reason why you created another account?
• Have you accumulated your winnings with or without an active bonus?

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,

Petra

Thank you for your reply and for providing the previous details, Pibinho.

• Is your old account inactvie now?
• Is it possible to provide me with your game/Bonus history?
• Could you provide any additional evidence/communication you had with the casino egarding the suspension of your account? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Thank you for your reply and for providing the previous details, Pibinho.

Do you have any proof that there was actually no activity on the Hotmail account after the initial verification?

For example:

• transaction history from the Hotmail account
• bonus claim history
• game/betting history
• login/activity history
• deposit or withdrawal history
• IP/device history
• any records showing the account remained inactive

Can you also confirm:

• whether any bonuses were ever claimed from the Hotmail account besides the initial faucet reward
• whether any deposits were ever made from that account
• whether any games or bets were placed from it
• the last recorded login date on the Hotmail account
• whether both accounts were ever used from the same device/IP at the same time

Thank you again for your cooperation.

Dear Pibinho

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 Martina (martina.b@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,

Petra

Dear Pibinho,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite TrustDice Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

Thank you for your message.

Following a thorough internal review, we can confirm that the account has been restricted due to confirmed bonus abuse linked to the user profile.

Our compliance team identified activity consistent with misuse of promotional offers, and the decision was made in line with our internal risk and security procedures.

We have already sent the relevant supporting evidence directly to your email for your review.

We remain available should you require any further clarification.

Kind regards,

TrustDice Compliance Team

Dear TrustDice Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your follow-up.

We have reviewed your email and have now sent our response together with additional supporting evidence and a supplementary report addressing the points you raised regarding the contractual and evidential basis for the enforcement action.

Should you require any further clarification or additional documentation, we remain at your disposal.

Kind regards,

TrustDice Compliance Team

Dear TrustDice Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your update. We have reviewed your latest email and have sent our final position on this matter directly to you, together with our response to the points raised.

Should you require any further clarification, please do not hesitate to let us know.

Kind regards,

TrustDice Compliance Team

Dear Pibinho,

Thank you for your continued patience while we carefully reviewed the casino's latest response.

Casinos typically have the right to implement their terms and conditions, including the ability to restrict or confiscate winnings if they perceive that promotional features have been used in a manner that violates their rules.

In this instance, TrustDice has decided not to pay the disputed balance. However, they are willing to refund your net deposit amount as a gesture of goodwill.

Please let us know if you would be open to accepting the refund of your net deposits. Thank you for your understanding.

Dear Martina,

Thank you for your update and for the considerable effort you have invested in reviewing this case.

I appreciate that TrustDice is willing to refund my net deposits. However, before deciding whether to accept or reject this proposal, I would like to better understand the basis for confiscating the entire disputed balance.

The casino's justification relies on Clause 10.6, which concerns bonus abuse and fraud. Throughout this process, I have consistently stated that I did not claim duplicate welcome bonuses, deposit bonuses, or promotional campaigns through the old Hotmail account. Aside from briefly accessing that account years ago and testing the basic faucet feature, I did not use it for deposits, betting activity, or promotion exploitation.

The disputed balance was not the result of duplicated welcome bonuses or systematic promotional abuse. Over the years, my main account was publicly recognized by TrustDice through official community contests, trivia events, and other promotional activities where prizes were awarded directly by the TrustDice team. The remaining balance was built through regular activity and successful sports betting on my verified account.

In fact, the casino had already placed strict limits and restrictions on my betting amounts because I was winning, which indicates that they actively monitored my gameplay and accepted my activity as legitimate at the time. However, this old account issue was only raised after I submitted my withdrawal request.

For this reason, I would appreciate clarification as to whether the casino has provided evidence demonstrating a direct connection between the alleged violation and the confiscation of the entire balance, rather than identifying a specific promotional benefit that should be removed.

Thank you again for your assistance and for reviewing the matter carefully.

Kind regards,

Mariano (Pibinho)

Dear Pibinho,

To be honest, based on the information available to us, I do not see clear proof that you directly broke the casino’s terms.

I understand the casino’s point of view — they believe that the balance was mainly built through bonuses and promotional features, with very little deposited from your side. However, from our perspective, this alone does not seem sufficient to justify confiscating the full balance.

For this reason, I encouraged the casino to pay your winnings and, if necessary, restrict your access to bonuses and promotional features going forward. That way, if you continue playing, it would be only with your own deposited funds.

However, I also want to be transparent with you. If the casino is not willing to reconsider its decision and I close the complaint as unresolved, there is a possibility that you may not receive the money.

I am sorry, as I understand this is not an ideal situation for you.

Dear Martina,

Thank you very much for your honesty, transparency, and for the considerable effort you have invested in reviewing this case.

I truly appreciate your assessment and your willingness to carefully examine the evidence provided by both sides. It is very meaningful to know that, based on the information available, you did not find clear proof that I directly violated the casino's terms and that you considered the confiscation of the entire balance disproportionate.

I would also like to clarify one point that I believe is particularly relevant. While I did receive some prizes from official TrustDice community contests over the years, these were legitimate rewards publicly awarded by TrustDice itself through trivia events, giveaways, and community activities. I am attaching additional screenshots showing examples of these official winner announcements.

However, these community prizes represented only a small part of my overall account history. The disputed balance was not simply the result of promotional rewards. Over the years, the balance was substantially increased through regular activity and successful sports betting on my verified account. In fact, the casino monitored my activity closely enough to impose betting limitations on my account, which indicates that my gameplay was actively reviewed and accepted for a long period of time.

For that reason, I continue to believe that confiscating the entire balance is not justified, especially when no clear evidence of duplicate bonus abuse, fraudulent activity, or intentional rule circumvention has been demonstrated.

I understand the risks involved if the casino ultimately decides not to follow your recommendation. However, under the circumstances, I am not willing to accept the proposed refund of my net deposits as a final resolution of this dispute.

Should the casino choose to maintain its current position, I will have to consider the other dispute resolution avenues available to me. Nevertheless, I remain hopeful that they will reconsider their decision in light of your assessment and recommendation.

Thank you again for your professionalism, fairness, and dedication throughout this process.

Kind regards,

Mariano (Pibinho)

Dear TrustDice Casino,

Could you please let us know your current position regarding this case?

I sincerely hope that you have had an opportunity to review the matter once more and consider our proposed resolution. We would greatly appreciate any update you may be able to provide.

Thank you very much for your time and cooperation.

Dear Martina,

Thank you for your follow-up and for the time and effort you have dedicated to reviewing this case.

We have carefully reconsidered the matter in light of your recommendation and have conducted a further internal review. After reassessing all available records and evidence, our position remains unchanged.

Our decision is not based on the player's participation in any individual promotion, faucet, or community event. Rather, it is based on the overall and sustained pattern of activity demonstrating the systematic accumulation and monetization of platform-distributed benefits over an extended period, with only minimal personal financial contribution. For the reasons set out in our previous correspondence, we remain satisfied that this falls within the scope of our Bonus Abuse policy and that the enforcement action was appropriate.

While we respectfully acknowledge that Casino Guru has reached a different conclusion based on its own assessment, TrustDice must apply its Terms & Conditions consistently across all accounts. Making an exception in this case despite our findings would undermine the purpose of our anti-abuse policies and our obligation to protect the integrity of the platform.

Nevertheless, in recognition of the time taken to review this matter and as a genuine gesture of goodwill—without admitting any error or liability—TrustDice remains willing to refund the player's deposits. We believe this represents a fair compromise, despite maintaining that the disputed balance was correctly confiscated under our Terms & Conditions.

Should the player decline this proposal, our position regarding the disputed winnings will remain unchanged.

We appreciate Casino Guru's time and professionalism throughout this review.

Kind regards,

TrustDice Compliance Team

Dear TrustDice Casino, thank you for your response.

Dear Pibinho,

please let me know what do you think about casino´s proposal?

thank you

Dear Martina,

Thank you for your follow-up and for giving me the opportunity to express my position.

After careful consideration, I must decline the casino's proposal to refund only my net deposits. As you stated in your assessment, based on the information available, you did not find clear proof that I directly violated the casino's Terms & Conditions, and you considered the confiscation of my entire balance to be disproportionate.

The casino attempts to justify its decision by referring to a "systematic pattern." However, using a public micro-faucet that TrustDice voluntarily made available to its users, and which distributed only tiny amounts of cryptocurrency over time, cannot reasonably be considered bonus abuse. The disputed balance was built over several years through regular activity on my verified account, successful sports betting, and legitimate community prizes publicly awarded by TrustDice itself through their official Twitter/X events.

For these reasons, I cannot accept a refund of only my deposits as a fair resolution of a dispute concerning approximately $900 in confiscated funds.

Since TrustDice has confirmed that its position remains unchanged, I kindly ask you to proceed with closing the complaint according to your procedures.

Given your experience with similar disputes, I would greatly appreciate any guidance you may be able to provide regarding the appropriate authority or procedure for escalating this matter with the Curaçao regulator.

Regardless of the outcome, I would like to sincerely thank you for the time, dedication, fairness, and professionalism you have shown throughout this case. Your impartial assessment has meant a great deal to me.

Kind regards,

Pibinho

Dear Pibinho,

I am truly sorry that we were unable to help you achieve a better outcome in this case.

As no agreement could be reached, I will now close the complaint as unresolved. This outcome may have a negative impact on the casino's rating. Should the casino reconsider its position in the future, it is welcome to reopen the complaint at any time.

I would also recommend that you contact the gaming authority that regulates the casino and submit your complaint directly to them. You can find more information about their complaint resolution process process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could have been of more help. I sincerely hope you will not encounter a similar situation again.

I wish you all the best.