TrustDice Casino - Pelaajan voitot takavarikoidaan ja tili suljetaan.

Dear Casino Guru

I am writing a complaint against Trustdice for confiscating my winnings and closing my account without any real explanation.

I created my account yesterday and won just over 0.063 BTC and made a withdraw to only receive an email saying that my account had been closed due to

- 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will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.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 am fully aware that this is my one and only account to have been made in this household. I can provide any documents necessary to prove this and will happily send ID, home address

verification, and can also provide proof of where the BTC deposit came from as it was from my revoult account.

Regarding the IP on there website it says they are a VPN-friendly casino which I did use in some of my time whilst using this casino, however the account was created on my MacBook Pro laptop at home, I then played a little bit on my desk computer at home and then also on my new phone whilst laying in bed at home.

I believe the casino has made a genuie mistake and will rightly correct this however this is an inconvenient for myself as I am now having to use my time to write complaints on getting the money I rightfully won. 

Look forward to your response and hopefully we can resolve this matter quickly and efficiently.

Dear Sdolbel1,

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?
• Could you please advise if you have passed the KYC verification?
• 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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good Morning Tomas

Thank you for you’re reply and publishing the complaint.

• regarding you’re first question I can confirm that it’s not possible that someone in my household created another account, I live with my husband and daughter which is 15 years old.

• Currently Trustdice has not even gave me the chance to pass KYC verification, however I will happily send over any documents they require.

• I can also confirm all my winnings were without a bonus, and mainly won on live blackjack.

I hope this helps please feel free to ask further questions.

Best Regards

Susana

Dear Casino Guru,

I would like to advise you that I have attempted to reach out to Trustdice multiple times via email and live chat, but I have not received any reply or assistance.

I feel that I am being unfairly penalized despite having done nothing wrong.

I am requesting the release of my winnings, which I rightfully earned.

The total amount of my winnings is 0.063 BTC. With the recent rise in crypto prices, I am eager to sell my winnings before their value decreases.

Following the email I received from Trust dice regarding the closure of my account, which I believe was unjustifiable, I have not had any more response. I submitted Identification documentation without there ask, including a front and back copy of my driving license, along with a PDF of my crypto statement.

This statement clearly shows my home address, name, and details of the four deposits I made to Trustdice. Despite submitting these documents, I have not received any response or further clarification from their support team.

I kindly ask that this matter be treated with urgency. It is crucial that I receive a resolution promptly, as my funds are currently locked, and I have not been provided with a valid explanation for the actions taken on my account.

Thank you for your attention to this issue.

I look forward to your swift response and resolution of my complaint.

Thank you very much, Sdolbel1, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Sdolbel1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello Pavel,

Thank you for your assistance. If you need anything else from me, please feel free to ask.

Looking forward to hearing what Trustdice Casino has to say.

Best Regards

S***** D*****

Dear Pavel,

Thank you for your message and for the opportunity to clarify the situation regarding the account in question.

Following a thorough internal investigation, we found evidence that the user "sdolbel1" is a duplicate account associated with a recently self-excluded player. The individual had an active one-month self-exclusion in place and appears to have created a secondary account during this period in an attempt to bypass the restriction and continue playing.

As a responsible operator, we take such matters seriously. Creating a shadow or duplicate account to circumvent self-exclusion is a clear breach of our Terms and Conditions.

Specifically, we refer to Section 3.2, which states:

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.

To support our position, we will send the relevant evidence directly to you via the email address you kindly provided.

Best regards,

TrustDice Compliance Team

Dear Trustdice Compliance Team,

This is completely false referring to you're terms 3.2 which I broke I can assure you that I did not have any other account in my name or associated with my house, IP or PC.

After reviewing the situation, I firmly believe I have not committed any wrongdoing.

This is the only thing that I could possibly think of that may have triggered something in your system which is just super coincidental, however Id just like to state that the reference to breach of section 3.2 appears to mention the use of a PC with no explicit mention of mobile phones or other devices. So I don't believe this to be a valid point of breaching your terms if it is then I believe your terms to be misleading.

However, to clarify, I recently purchased a new iPhone from a family member who resides in the UK. I have now become aware that they previously had a closed account with Trustdice after discussing this matter with him about the phone. So it's possible that both accounts have been signed into the same phone.

I would like to highlight that in this case there would be no login over laps and you would be able to see the time span. Also if you check the IP you will see that we are not connected in anyway, The phone was bought from the UK and sent to me in JERSEY.

We are living in 2025 where Phones,PC,Laptops and other devices are bought and sold on a daily, So this would be an outrageous excuses from a license casino to not pay out 0.063 BTC.

I would like to emphasise that the only account I’ve created and used is "Sdolbel," and I have only played on my new phone a couple of times while being in bed.

The majority of my gaming time has been on my PC, where certainly no other accounts have been logged into, you can also check this on you're side.

Regarding the account you are referring to, I urge you to check the IP address associated with the creation of that account, as I can assure you it was not created from my household. The only account that has been created and used from my household is "Sdolbel."

To add to this, As stated before on this thread I have sent you documents to verify who I am and your compliance team hasn't even replied showing a lack of communication, I have proved who I am and you don't even acknowledge it, instead you blame me that this is my 2nd account which is utter nonsense!

I hope this clears up any confusion, and I remain confident that there is no violation of Trustdice’s policies on my part. If you need further information or clarification, please don’t hesitate to contact me.

Thank you for your understanding and attention to this matter.

Best regards

Sdolbel

Dear TrustDice Compliance Team / Pavel,

To add to my recent reply,

I’m writing to express my deep frustration and disappointment regarding the decision to confiscate my funds and accuse me of opening a second account. I would like to formally state that I have not violated your terms, and I strongly deny any wrongdoing.

I would like to make you aware that, I've just spoken to the family member that I bought the phone off who resides in the Uk who has a closed account with Trustdice. Which is possibly the only account that could have any links to mine because of the phone as I previous stated on this thread.

As explained, I believe the issue may stem from a device (3.2 does not say DEVICES and only states PC) I purchased second-hand from a family member who resides in the UK. If their account on your platform has been mistakenly linked to mine, I urge your team to consider the following:

UK Player Restriction: Your terms and conditions clearly state that UK-based players are not permitted to register. If proper geolocation and compliance checks were in place, my family member’s account should not have been allowed to sign up in the first place which would have avoided all of this, As he is a resident of the UK.

Verification Discrepancy: 

My family member has confirmed they were never asked to be verified on your platform and did not submit any identification, In contrast, I have submitted documents without you're ask, including:

• A valid driving license
• A PDF crypto statement clearly showing my name, home address, and the four deposits I made to my account (SDOLBEL)

Despite this which shows exactly who I am, your team appears to have ignored my submitted documentation and accuse me of opening a 2nd account instead!

I reiterate that SDOLBEL is the only account I have ever created and used on your platform. Anything to do with any other accounts is entirely beyond my control and I shouldn't be the one having to explain this.

I have complied with your KYC without you're ask, and I ask that you evaluate the situation based on facts and documentation I have sent you.

I would like to state the definition of Fraud- wrongful or criminal deception intended to result in financial or personal gain.

Now this is my situation, I have won money the same way I could of lost money and now Id like my rightfully won winnings, Ive proved who I am and you've chose to ignore the documents I've sent you. If I would of lost money neither of us would of know about this situation which ultimately would of meant that you could of just kept pocketing my deposits, however as I won you are now prolonging sending me my winnings and accusing me of something with is completely false. I will believe this to be fraud if you don't pay out as you would of wrongfully resulted in financial gain from myself as you could keep taking deposits off me knowing full well that once I win you will not pay.

In last case resort which I don't feel like I should be the one doing this as its Trustdice Compliance team Job, I could always ask him to send his Driving license and proof of home address to you, and this will prove that we are 2 completely different people, in different countries, which should realistically put an end to these false accusations, and hope fully result in the release of my winnings.

I respectfully request that you conduct a fair and thorough re-investigation into this matter and restore access to my funds as soon as possible.

Thank you for your attention to this matter.

Sincerely,

Sdolbel

Sdolbel1, is it possible for you to provide the statement to the payment method which was used by you for depositing into your account? Please, send it to my e-mail: pavel.k@casino.guru.

There is no need to, I can see that you have already sent it.

I will investigate along with my team and come back to you next week. I am sorry that it must take so long.

Dear Pavel,

Thank you for your response and help. If you need anything else from me, please feel free to ask.

Sincerely,

Sdolbel

Dear Pavel,

Good morning

I would like to provide you with an update. The compliance team at Trustdice reached out to me two days ago, requesting my Revolut statement for April in PDF format. I have since sent them the statement from March to May.

Could you kindly let me know if there have been any further developments on your side?

Kind regards,

Sdolbel

Hey, there was no development, we have receive their claims along with evidence, and requested further proof, so, now we are waiting for them to respond.

Hey Pavel,

Thank you for keeping me informed. I am still struggling to understand how they could accuse me of opening a second account, as this isn't true and they obviously must know this by now as its coming up to a month since they confiscated my winnings and blocked my account.

As I have previously stated, SDOLBEL is my only account. There is no second account, and therefore, there cannot be any legitimate evidence to support such a claim.

From my perspective, it appears this may be an attempt to avoid paying out my winnings.

Dear Pavel and the Casino Guru Team,

Thank you once again for your patience and assistance in facilitating this case.

Following a thorough re-evaluation prompted by the additional documentation provided by the player, we have determined that the evidence submitted is sufficient to confirm legitimate ownership of the account. Based on our internal review, we no longer have reason to believe that the SDOLBEL account is associated with any duplicates or in breach of our Terms & Conditions.

As a result, we have reversed our previous decision. The player’s account has now been reinstated and the balance fully restored. We have also lifted all related restrictions to allow continued use of our platform.

We would like to extend our sincere apologies to the player for any inconvenience, frustration, or distress this situation may have caused. While our intention is always to uphold the integrity and security of our platform, we fully acknowledge that in this instance, the initial assessment did not reflect the complete picture.

We truly value our relationship with our players and recognize the importance of fair and respectful treatment. We appreciate the player’s cooperation and understanding throughout this process and hope this resolution demonstrates our willingness to review matters carefully and act in good faith when new information comes to light.

Should the player have any further questions or require assistance, our team remains available and committed to providing support.

Warm regards,

TrustDice.win Compliance Team

Thank you for taking another look at the situation, TrustDice.win Compliance Team! We value such cooperation, and, I bet, players do too!

Sdolbel1, please, let us know if you are planning to withdraw your funds, we would hold the complaint open until you do so.

Dear All,

We have unlocked the user's account now and are currently in the process of adding the funds back to their casino account ( it should be completed within the hour).

We ask that you kindly resolve the complaint as soon as you are able to.

Many thanks,

Trustdice.win Team

Dear Pavel and the TrustDice Team,

Firstly, I want to extend my sincere thanks to you all—especially to Pavel—for your support and assistance throughout this process. Although it has taken longer than expected, I’m truly grateful that we’ve now reached the correct resolution.

I have successfully withdrawn part of my balance and left the remainder in my account for future play. However, before considering this matter fully resolved, I would appreciate confirmation from TrustDice that I will not encounter any further issues with my account or future withdrawals.

If there is any risk of continued complications, I would prefer to withdraw the remaining funds and close my account entirely for peace of mind.

Could you kindly confirm this Trustdice?

Kind regards,

Sdolbel

Dear Sdolbel,

Thank you for your message and for your patience throughout this process.

We want to assure you that you will not encounter any further issues with your account or future withdrawals. Your experience and satisfaction are very important to us. You are free to continuing playing with Trustdice.

Thanks also to Pavel for his support and assistance during this matter.

Should you decide to create a new account in the future, please kindly inform us in advance by contacting compliance@trustdice.win. This will allow us to update your account accordingly and ensure a smooth experience.

If you have any other questions or need further assistance, feel free to reach out.

Kind regards,

The TrustDice Team

Well, I am happy to hear that everyone is happy!

Dear TrustDice Team, thank you as always!

Dear Sdolbel1,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru