TrustDice Casino - Igračev račun je blokiran nakon pobede.

Played on this casino and won £1000 euros then after trying to withdraw the blocked my account stating that I have multiple accounts

I did have a account with then but was closed by the compliance team prior to me opening this one. I also asked the live chat before I did this and they said as long a I only have 1 active account it would be fine .

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with TrustDice Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify the date when your first account was created?
• What was the reason to close it? When exactly was it closed?  
• When did you create your second account? Have you used the same personal details to create it?
• Did you pass the verification for your first or second account?  
• Did you claim any bonuses on your first or second account?

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

Best regards,

Natalia

Hello the first account was created around 01/08/25 but is hard to say exactly.

It's was closed exactly on the 15 /09/25 . The reason was playing to much and decided to just leave.

The second account was created 19/09/25 and a different email address but same details apart from that.

No verification at all for both accounts

And no bonuses from ethier as I never do on any site

Dear player, can you please share any proof that the live chat informed you that it was fine as long as you had just one active account?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

This is the only contact that I have that i can find i didn't save the live chat conversation sorry its not much.

This is the email i sent after the account was block and winnings taken and had zero reply from them.

Dear player, is it possible to check the older chat transcripts in the live chat window on the website?

Additionally, can you please clarify why you decided to open a new account instead of reopening your first one?

Dear Ponderlife,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello

Thanks for the reply i have looked and i cant access the live chats as the account is blocked.

i open another one because in the email i received confirming my account was closed in there words its irreversible once done

Thanks Again

Dear player, thank you for your response. Unfortunately, we cannot uphold your claims without any supporting evidence. Creating duplicate accounts is generally a forbidden practice in all online casinos. This is stated in the terms, you can have only one 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.

We cannot pursue the casino for blocking your second account if you breached the terms and have no proof that the casino permitted you to do so. If you ever encounter a similar situation in the future, we recommend contacting the casino’s support team and requesting the reopening of your original account instead of creating a duplicate one.

Due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding. I’m really sorry we couldn’t be of more help on this occasion. Please don’t hesitate to contact us again if you experience any issues with this or any other casino in the future.

Kind regards,

Natalia