TrustDice Casino - general discussion (page 2)

I have no reason to manipulate the feedback from players and obviously your situation was not the same as the one you mention regarding multiple accounts. I explained it to you in the user review and I also tried to explain it here on the forum.

Also, our complaint team investigates every single complaint carefully and focuses on the details, so if the result of your complaint was different from another complaint in a similar case, there was a reason for it. So perhaps it would be a good idea to read the cases in their entirety and see why it was judged differently. 

As a warning, players can see it here on the forum, but I think that after looking at your complaint, some of them will have a different opinion, because as it has been mentioned many times, you broke the rules. 

I have nothing more to add. 

I will nip this in the bud now you seem to be getting a bit punchy with me in your tone I will let others judge for themselves on this exchange ! I will be the bigger man here and call an end to this back and forth word exchange. As a matter of interest attached is another review on trust pilot of another victim of what happened to me on the site one of many !

If I may step in, I'd like to say that sharing such information is great but has nothing to do with our line of work concerning our user reviews or safety indexes.

The way I see it, all aspects of your constructive criticism were fully explained. Sadly for you, none of that changes your complaint or review's outcome.

"After internal discussion, we concluded, that we can't uphold the case and argue in your favor against the casino.

Since the casino seemingly didn't conduct KYC when paying you out previously, they didn't find out about the breach of rules, only after your recent attempt to close the new account. As a result, the casino was able to pay you your previous withdrawals but detected a breach of rules this time.

Since the casino informed you about account closure in the past, we can't accept your argument about not knowing about a previous casino account."

Thus, there is really no use in pushing this forward again.

We appreciate your wise decision.

Hi Radka I appreciate your reply but what you say is wrong they never took any action when I contacted about account closure hence days later I could deposit again only when I won did they block the account a wise man like yourself must see this ! they would have kept taking deposits if I had not won !

Hi there.

I believe I do see your perspective. The issue, in my opinion, is that the casino saw your conduct as

not being in line with the rules.

Based on the complaint received, it appears that you have violated the rules by creating multiple accounts. The rules state that, after registering and confirming, it is prohibited to create more than one account. This is clearly outlined in the rules that you were supposed to read and follow.

There are no other favorable circumstances that we could cite to justify your actions, even though we evaluate each case on its own merits to guarantee a just conclusion.

"Since the casino seemingly didn't conduct KYC when paying you out previously, they didn't find out about the breach of rules, only after your recent attempt to close the new account. As a result, the casino was able to pay you your previous withdrawals but detected a breach of rules this time."

I'm sorry.

I would hardly call opening a new account 3 months later after closing one due to lagging games etc any major issue that is why I continued to play after so many withdrawals and contact it did not appear to be an issue with them or they would have took action right at the start after all it was the same user details no bonus abuse took place either nor was it closed due to a gambling habit to say banning it and stealing my funds was harsh is an understatement ! I had read your laws on fair casinos etc and after reading it was 90% certain I fell under your terms but it was not the case I suppose they used a technicality to shaft me over my money is gone so are my days of using these types of site its just too hard to get a decent win then if they keep it and your deposit whats the point ! other sites have paid me out then blocked it or gave me my deposit back so it needs to be known to potential users to be wary of this.

I se my posts are being blocked and checked again !

Frankly, this is an automatic measure we were forced to apply in order to keep the forum clean from spam attacks. It has nothing to do with this conversation. Please don't get angry.

Since we can't reach the same angle here, it only reminds me to say we do "call opening a new account 3 months later after closing one due to lagging games etc any major issue".

You were not supposed to do that, it's stated in the rules.

I hope you will learn from this experience.

Yes Radka I will leave it at that I made my point im sure you notice it and others will as well I was not angry just noticed it was being reviewed but it seems to have posted ok. The picture I got of a crypto casino was more relaxed rules due to that fact but obviously not with this one ! then obv the fact they were ignoring my emails apart from sending the cut and paste t&c answer which you considered rogue in your rules so I got in touch here deffo weird that they did that you would think if they are in the right they could reply easy enough to me! just cutting off comms 100% like that is suspicious.

Hi Radka and Jaro,

I only now became aware of this discussion because the complaint was rejected as unjustified without our involvement. 

In addition to what you have correctly pointed out, we'd love to highlight this bonus term:

10.6 Bonuses can only be received once per person/account, family, household, address, e-mail address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found.

He claimed another deposit bonus with his duplicate account. Thus it's another T&C breach by itself.

Also, regarding the clause on Duplicate Account:

3.2 ...... 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.

Despite being fully aware of his other account, this individual decided to not notify us of it. Therefore his behavior unfortunately constitutes an act of Duplicate Account.

To conclude, he did not only create another account, he have also claimed Deposit Bonuses on both accounts which in total are 2 T&C breaches.

We appreciate your arbitration in which you stand up against unfounded accusations.

Best,

TrustDice Team

We are glad you found this thread. Our team tried to be fair to both sides and it ended up as you wrote. I think everything has already been explained to the player, but thank you for the additional information you provided on this case. I hope the player will learn from the whole incident. 

Have a nice day. 🙂

Yes I opened another account if you read it I had forgotten all about the 1st one and no money was won on any bonuses I cancelled them all myself as well. Any money won was all straight deposits. There was no grand scale major fraud going on like you say its highly exaggerated by yourselves my 1st deposit was a tiny amount compared to the deposits after that which were far greater amounts. You never did any checks at all which is a failure on your side if you had I would not have played or deposited so much I suppose you will claim you never knew till I won the big amount or come out with some other sort of excuse !

You could have just replied to me via email instead of me having to come on here I am not sure why you had not ?

Strange how nothing was highlighted till I won a lot of money ! 20 deposits later.

Keep my £450 it is sad how you make your money I hope you sleep well at night it will take me years to pay of my credit card bills because of you ! its no better than being a parasite.

Im sure mistakes have been made on both sides but you can just fall back on the old t&cs breach the ones that also say no players allowed from the UK,USA. etc. Obviously you can bend the rules to suit youselves.

I was happy with the site and trusted it and you there did not appear to be any issues until the small t&c technicality was highlighted and I would have continued to use the site until this happened I did not see it coming I had thought you were a fair site.

Hello see comment I have entered I would have at least expected my money back you kept if your considered a fair site as I had won $5000 including my deposit any decent UK site or any site would have done this.

Still having flashbacks and nightmares about this scamshop ! to think they took so much money from me then when I won £4500 they kept it plus my deposit of £500 total low life shady site !

Could you tell us more about it, please? What was the reason for taking that money from you?

Maybe our complaint team will be able to help out with this matter.

Hi Romi.

I raised a complaint here they never even took it to the casino but rejected it

Sorry, but I don't see any rejected complaint of yours for this casino.🤷‍♀️

Could you tell us, when did you submit it?

Ho Romi it is here but i had a facebook log on then i cannot use it now so this is a new google account thanks:

https://casino.guru/trustdice-casino-player-s-account-blocked-and-winnings

Hello. I had assumed that Meta had already fixed the problems with older Facebook account logins.

Thank you for the link!

I remember the discussion of the case. The resume, as much as I hate to say it, makes sense.

"After internal discussion, we concluded, that we can't uphold the case and argue in your favor against the casino.

Since the casino seemingly didn't conduct KYC when paying you out previously, they didn't find out about the breach of rules, only after your recent attempt to close the new account. As a result, the casino was able to pay you your previous withdrawals but detected a breach of rules this time.

Since the casino informed you about account closure in the past, we can't accept your argument about not knowing about a previous casino account.

In the future, I would recommend you try to reopen your previously closed account in online casinos, and if that doesn't work, don't create any new accounts as it might lead to issues withdrawing your winnings."

I think we just did not feel the need to tell the casino representative when we felt like we could not defend the player. In any case, what should we say?

I mean, it is common knowledge that you should only create one account. I believe that when you created the second account, you knew about the first one. Well, as I mentioned earlier, everything is explained in detail in the conclusion.

What, in your opinion, was missed and could alter the outcome of the complaint? Please feel free to say it.

Though, to be honest, reading the entire complaint thread is difficult, there is always space for productive debate.