TrustDice Casino - Player has accidentally created multiple accounts.

the amount was in BTC that's the current conversion my winnings was 0.22189984 BTC. I identified the problem and contacted last port to close out of an account that was made by mistake and it was never used never gamble never did no deposit or receive any bonus but life-support refuse to close it and then when it come to pay me they use the excuse of having multiple accounts to ban me and confiscate my winnings

Dear Matthew, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you accidentally created multiple accounts? I checked the T&Cs and I found this:

"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will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.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."

Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I will forward you the transcripts that trust I send from their life support you can redo it I meant I made them a second account never used it you can read it all I just think their reaction and what they did was extremely even though I'm the one that identified the problem and try to get it fixed

I forwarded you all the information that I had been yes I know and I do it and I don't deny that account but I tried to get it taken care of and they refused to help you just please read If I find anything else I think I missed send it to you in an email feel free to email me back

Thank you very much Matthew for your reply and emails. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I appreciate it like I said I understand yes I was in violation I tried to do the right thing now I just read a response to one of my ratings with this topic in it now instead of July accusing me of trying to take advantage of Welcome bonuses they're now stating I had three accounts.

And if anything comes of it to my benefit I'll be grateful and gracious but honestly I really don't expect it cuz fastest way to have it is I just would like to be known of their over-reaction and use of fictitious accusations

They did refund me my deposit so I'm not out nothing personally any funds just the loss of potential winnings which for me owain of that substantial gain don't happen that often.

But a few sites I have check my rating in my statement and or still up and if that may help someone else and not take the loss or deal with similar situation I've done good with it

but I said if you don't come do anything to help I will greatly appreciate it

Thank you Matthew for all provided information.

I would like to ask the casino what’s their standpoint in this situation. Thank you in advance for your reply.

Dear Mstingley13，

On 12th, July, we have already sent an email to inform you that your deposit will be refunded on Monday (13th, July).

And on 13th, July, your deposit has been refunded to your BTC address. Please check it.

Our system has detected at least 3 duplicates to your account, so all your accounts have been banned. Because multi-accounts is strictly forbidden on our platform according to the terms & conditions (https://trustdice.win/terms). Please check the following terms:

"3. Your Member Account

3.1 In order for you to be able to place wagers using any of the Website, you must first register with Trustdice.win and open an account ("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.

3.3 You must enter all mandatory information requested into your settings form, including a valid e-mail address; if you do not enter a valid email address, we will be unable to help you recover any "forgotten passwords". It is your sole responsibility to ensure that the information you provide is true, complete, and correct.

3.4 As part of the registration process You will have to choose Your username and password for Your login into the Website. It is Your sole and exclusive responsibility to ensure that Your login details are kept securely. You must not disclose Your login details to anyone. Trustdice.win is not responsible for any abuse or misuse of Your Member Account by third parties due to Your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party.

3.5 Trustdice.win reserves the right to refuse to register an Account or close Your Account. However, all virtual funds within Your Account will be returned and any contractual obligations made prior to deactivation of an account will be honored."

If you have other questions, you can contact our security team directly by email: info@trustdice.win.

I am very sorry Matthew, but I am afraid we have received the evidence there were more duplicate accounts that were actively used. There were also deposits.

Dear Matthew,

We are extending the timer by 7 days. Please, be aware that in case you don't have any additional evidence or information then I am afraid, we will be forced reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.