TrustDice Casino - Player reports account closure and withdrawal issues.

I want to report this fraudulent site.

I registered on this site around May, played with real money, and won $5875.

When I applied for withdrawal, I received a KYC link via email. Was it a link format?

I first submitted my driver's license, but they rejected it.

Many Japanese affiliates they partner with write that the KYC here is fine with a driver's license.

However, in reality, they are invalidating driver's licenses.

Despite pointing out the inaccuracies in the affiliates' articles, none of these articles have been corrected to this day.

The other side insists that only a passport is valid as an ID. Thus, it took me a long time to retrieve my passport from my parents' house.

Around somewhere between July 15 and 17, I resent the link and completed the KYC process.

However, they falsely claimed that the video camera did not capture me.

I can confidently say that I was on camera, and the recording had no issues.

If there were any problems, it would be due to their system flaws.

Subsequently, I received another email request to resubmit the KYC. I don't frequently check my emails in detail.

The links they send expire in a few days.

Even when I try to resubmit the KYC on a day when I am off and feel refreshed, the short link expiration leads me to request another link, creating a ridiculous situation.

They cite their terms and conditions, but the real problem stems from inaccurate information spread by Japanese affiliates claiming that a driver's license is valid for KYC, which TrustDice has neglected to correct.

I showed them screenshots of the articles and questioned the misinformation, but they have ignored it to this day. Affiliates continue to disseminate false information that a driver's license is acceptable.

Let's be clear. TrustDice is engaging in fraudulent activities by not correcting the misinformation regarding the 72-hour KYC and the driver's license validity.

As a fact, despite playing with real money, they confiscated my balance due to the delay in submitting the KYC (since I didn't have my passport at hand).

This company is committing malicious fraud by not showing any intention to correct this.

There's no evidence that can contradict this.

I want my money back, and I believe it is foolish to give such a company high ratings.

If they continue to confiscate my balance, I would like this site to be rated down thoroughly.

© Unfortunately, as we did not receive the required KYC documents within the necessary 72 hours or in a timely manner, your account remains closed.

Although we provided multiple opportunities to submit the necessary documents, we have not received them.

As a result, your account will remain closed.

For details on our related terms, please see below:

3.9 We reserve the right to perform "KYC" (Know Your Customer) verification procedures and, if you fail to complete the KYC verification, do not provide the KYC documents within 72 hours, or we determine that you have provided false or misleading information, your access to your member account may be blocked or closed.

Hello seijin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TrustDice Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• How long after the verification begin did were you able to forward the passport?
• When was the last time you spoke to the casino and what was it about?

Please note that it does not matter what an affiliate site claims regarding which documents are valid for verification, the rules are made by the casino not them.

Looking forward to your answer.

Regards,

Nick

> Regardless of what the affiliate site claims about valid documents for verification, please note that the rules are set by the casino, not the affiliate site.

The reason it was confiscated was because I had not submitted KYC within the 72 hour period.

And many affiliates tout that their licenses are valid.

The KYC process will be sent to you via email link when you request a withdrawal.

It is at this point that Japanese users first realize that their license is invalid, and time is wasted.

My passport is at my parents' house, but I work during the week, so I need to go and collect it during a long holiday.

I think this is closely related.

Despite filing a complaint about this issue, the article has still not been corrected.

This allows them to manipulate the terms of use in a malicious manner.

My understanding is that companies are abandoning their responsibilities.

Can you tell me when exactly the verification process started? How long after the verification started did you transfer your passport? When was the last time you spoke to the casino and what was the content?

It's been a little over a month since I got my passport back. Here's the process:

05/25 The first email arrives

05/28 I received a notice about my account being locked.

I missed this email and only found out I had received it when I noticed I couldn't access the site.

After that, I inquired about the KYC documents and found out that a driver's license would not be acceptable and that a passport was required.

07/15 I asked the compliance team to provide a link to the KYC process as my passport has been collected.

And I think the next day or so, the KYC process verification was completed.

07/19: I received a notice that the KYC documents had been submitted and that there was an error in the video camera verification.

07/26 I noticed the email from 07/19 and clicked on the link, where I received a message stating that authentication had been completed, so I inquired about the status of reactivating my account.

On the same day, I received a similar information email as the one sent on 07/19, but I did not notice it. Also, since it was the company's busy season, I was late in checking my email.

08/15: The Obon holiday season has begun so I contacted them again to complete the KYC process.

They have ignored this inquiry and communication has completely ceased.

08/23 Inquiries started again

08/23 I received a message on the same day that my account had been closed.

08/28 Inquiries have been ignored since then

I deposit money via e-wallet and play on my desktop PC at home.

The e-wallet account itself has already been verified, so there is no chance of it containing false or misleading information.

Because your identity is indirectly guaranteed.

Also, I am creating this balance without using my bonus.

There is no reason for it to be confiscated, and as mentioned above, there are problems with the company's KYC verification process procedures.

I completed the KYC process and submitted my video camera around 7/16, and no errors occurred at that time.

Also, the link I opened a few days later said that KYC verification had been completed.

There is no evidence that we have intentionally ignored the KYC process, and we ask that you cease any further harassment.

Hello seijin,

Can you please advise what article are you talking about? Was it written by the casino and it is on the casino website? If it's not, the information there is not relevant.

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

You can find many articles by searching

They are not listed on the casino website.

Most interactions with casinos are via live support, which is difficult if they don't offer it.

I think I took screenshots of everything we exchanged via email.

Could you please confirm?

Dear Seijin,

I hope this message finds you well.

In situations where there has been a significant lapse of time, I believe the casino should still allow for verification if there have been no other issues with the documents you provided. To assist in further evaluating your case, could you kindly forward the documents, as well as any video you sent to the casino, to nikolas.b@casino.guru?

This will enable us to conduct a thorough review and help facilitate a resolution.

Thank you for your cooperation, and I look forward to receiving the information.

Best regards,

Nick

All documents have been submitted

The video will start the camera at the linked location and record in video format instead of taking photos.

I have also sent you the documents I have by email, so please check them.

Thank you Seijin for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Seijin,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear TrustDice Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings been confiscated?

Why was his driver's license not enough to verify his identity? Can the casino provide the user with another chance to pass the KYC, with his passport? I dare to claim that he will check his email inbox regularly now, or once you confirm the casino is able and willing to initiate a new KYC process with him.

If we are talking about a breach of other of the casino's Terms and Conditions, besides the 72-hour period mentioned above, feel free to clarify it and send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

I hope you are well.

Thank you for allowing us an opportunity to respond.

We will reply to you via email as soon as possible.

With respect,

The Trustdice.win Team

Dear Branislav,

I have sent you the details to your email address. Please have a look when you can.

With Respect,

The Trustdice Team

I didn't even use the bonus.

Isn't confiscating it despite that akin to fraud?

Since I am the one making this inquiry, I don't know what will happen yet.

There must be many users who are just giving up and not complaining.

If I knew that I needed a passport for the KYC process, I would never play on this site.

This issue is not over once the money is collected.

Trust Dice is promoting the fact that KYC is not required, so affiliates are taking a cut of that.

It is believed that the damage is increasing because people are saying that it is not necessary and that a driver's license is enough.

This site should not be available in Japan.

The passport ownership rate for Japanese people is 17%.

It takes at least two weeks to get a passport.

In addition, it is not possible to appoint an agent when obtaining a passport, and there are very few people who can obtain a passport in the shortest time possible.

Even though the cause is a flaw in the system that Trust Dice has prepared, they are intentionally avoiding flexible responses.

I have completed the video verification multiple times

Did the technical department check to see if there was a problem?

The reason for this is that if I have been notified multiple times that I have completed the authentication, I would suspect a technical problem.

They could have come up with alternative solutions, such as sending the video verification by email.

Aren't they just trying to confiscate the funds by falsely stating that the verification didn't go through?

This creates a gap in time that is then confiscated through arbitrary interpretation of the terms of use.

As long as they are intentionally setting up a scheme to mislead and are not proactively correcting it,

I don't think my perception that this is a scam site is wrong.

The process leading up to their confiscation

They advertise that they don't require KYC, but in reality, the casino deliberately makes a gap in their withdrawal period after you indicate your intention to withdraw at their discretion.

Affiliates are spreading misleading information that says KYC is not required or that a driver's license can be used as KYC.

While the connection between TrustDice and affiliates cannot be proven, numerous sites are spreading inaccurate information.

There are many errors in the articles that appear at the top of the search results.

This is something that would never happen on a regular casino site.

From the user's perspective, if there is a gap in the withdrawal process, it will not be possible to respond immediately.

And they are putting a 72 hour limit on the video verification process.

Even though I tried the passport acquisition → link authentication process multiple times, they made me do it again due to a problem with that process.

There is no alternative offered.

They forget to do the 72 hour authentication one of those times.

Claiming that failure to confirm email address violated the terms of use

Trust Dice, if you think there is an error in my explanation, please feel free to correct it.

If you are talking about a violation of the casino's terms and conditions outside the above mentioned 72-hour period

Branislav is visiting Trust Dice and here is the information I received:

If they falsely claim that you have violated additional terms, that is not acceptable.

>>Unfortunately, as we did not receive your KYC documents within the required 72 hours or in a timely manner, your account will remain closed.

Despite being given multiple opportunities to submit the required documentation, we have not received it.

As a result, your account will remain closed.

Please see below for our terms on this.

3.9 We reserve the right to carry out "KYC" (Know Your Customer) verification procedures and may block or close access to your Member Account if you do not complete the KYC verification, do not provide us with the KYC documents within 72 hours or if we believe that you have provided false or misleading information.

This issue is not about some random casino that refuses withdrawals.

Let me explain again.

The deposit is made via e-wallet and identity verification is completed at the e-wallet stage.

I have also submitted my driver's license and my My Number card for the KYC process at the casino.

Despite this, they insisted that they would only accept passports, intentionally creating gaps in their visa status.

I have completed video verification multiple times (it was also displayed as completed online)

Despite this, they insist that it is not completed.

At this point, I have three options: either I am making a false claim, the other party is lying, or there is a technical problem.

From my point of view, [the completion was displayed on the web]

I am just a customer, not an engineer.

Given this situation, it is Trust Dice that should come up with an alternative solution, but they have neglected to do so.

I was forced to go through a lengthy, ridiculously flawed KYC process.

I was late on one of those payments, so they took issue with me and refused to withdraw the money.

Even if you tell them to withdraw money from this review site, if they ignore you, that's the end of it.

What I want is a complete devaluation.

They have unfairly held people's money and refused to withdraw it for several months. That alone makes them a casino site that should not be trusted.

It's been about 50 days since I started posting.

Why are we giving this casino site such a long-term lease?

Isn't this an issue that should call into question the site's qualifications as a rating site?

Thank you, TrustDice Casino Team, for your email and additional details.

Dear Seijin,

Can you please explain your delays in providing the requested document/video? Although you mentioned that you had a "busy season" at work, it does not explain the delays of several days after deadlines. To be honest, I do not think that a person/player with almost €6,000 in their casino account would not be able to regularly check their email inbox or would not provide everything requested immediately, or at least as soon as possible. It could indicate a bit different problem, and it is understandable that it raised suspicion on the casino's side.

Please forward me everything you shared with the casino, related to the passport. Feel free to use my email (branislav.b@casino.guru).

"It takes at least two weeks to get a passport."

If you own a passport, as you claimed, I do not understand how this information relates to the case at all. When exactly did the casino ask you for a passport for the first time, please?

Can you send me a link to the casino website section where it clearly states that they accept driver's licenses as identification documents, and nothing else, or that no other ID is needed for the KYC/verification? Also, if affiliates can pass KYC using their driver's licenses, it does not automatically mean that regular players will pass KYC the same way.

Unfortunately, if we are talking about the information from a 3rd party website or an affiliate, I am afraid it is not very relevant. In addition, it is an industry standard that online casinos (in case of any doubts about players' identity or their documents) can request additional documents from players, which includes another ID. Nothing special or uncommon at all.

"The passport ownership rate for Japanese people is 17%."

Where did you get this number from, please? Can you check this information once again since it seems completely incorrect?

Do you have a valid passport or not? If not, can you get a passport made for you and provide the casino with a video of you holding it or would you be able and willing to attend a verification video call with your passport?

This complaint was submitted at the end of August 2024, and the casino requested a passport from you much earlier. It is now more than a month and a half. Even if you did not have a passport, you could have got a new one in the meantime. So, where is the problem with providing it, please?

"Branislav is visiting Trust Dice and here is the information I received:

If they falsely claim that you have violated additional terms, that is not acceptable."

I am not sure about the correctness of the translation, but - When/where exactly did I state this?

To be honest, I don't think it is possible for a person/player with nearly 6000€ in their casino account to fail to check their email inbox regularly and not provide all requested information immediately, or at least as soon as possible. This may indicate a slightly different issue and may have raised suspicions on the part of the casino.

I was told that I need my passport for KYC and that I cannot withdraw money until it is submitted.

As I wrote above, at the time, my passport was kept at my parents' house and I was not able to retrieve it immediately.

After collection, we promptly contact Trust Dice for authentication.

>This does not explain why it was delayed by several days from the deadline.

Do you have a valid passport? If not, can you get one made and provide the casino with a video of you holding it? Or can you join the video call verification with your passport?

When you say it was a few days after the deadline, you're talking about the authentication link, right?

They explained that after collecting the passport, they authenticated it multiple times.

At that time, I checked the screen several times to see if the authentication was complete.

I still have my passport in hand at this time, so there is no problem with getting it re-authenticated.

The problem is that the video recording via the link provided by Trust Dice cannot be confirmed due to a malfunction.

I follow the instructions on the screen and take the picture, so there is no way my face is not captured.

I have sent you all the photos of the conversations I have saved here.

Dear seijin,

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.

Dear seijin,

Although we are able to understand that you were in a busy season at work or had limited access to the internet or email inbox, it is suspicious.

I would like to ask you since I noticed even in this thread, you replied with a delay - if the casino would accept our recommendation and provide you with one more chance to pass the KYC, and there would be only 1 option of how to do it (via a verification link), when could they send you a new email requesting the KYC/verification if we take into account the 7-day period from receiving the email for passing the KYC (for you to comply with it), possible delays in replies from you and the casino, and that you have to have all the necessary documents at hand?

Also, I recommend you use a better device/phone, or at least one with a better camera and a good internet connection.

Once you reply with clear information, I will ask the casino to reconsider their decision. However, please note that if they agree with another chance to pass the KYC, and you fail it again, even within this complaint process, we will be forced to close/reject the complaint.

Thank you for understanding.

> I understand that it may have been a busy time at work or that access to the internet/email inbox was limited, but I doubt it.

You just have to believe it for sure.

We will definitely send you the KYC submission again within 7 days.

I will also try changing the device and authenticating.

I think the whole problem is with the video verification.

We will also authenticate you again via the link, and just to be on the safe side, we will take a photo of the same information with our camera and send it.

Please re-authenticate

Alright, seijin. Thank you for your response and confirmation.

So, provided that the casino accepts our recommendation and provides you with one more chance to pass the KYC (video verification), when could they send you a new email with the link with limited time validity so you manage to pass it without problems until the validity of the link expires?

Please bear in mind it will also take some time until I request the casino for it and until they send a new email to you.

Thank you.

If they send you the KYC link again, we will verify it within 72 hours.

Recently, I've started carrying my passport with me, so I can get my card authenticated even when I'm on a business trip.

Thank you for the confirmation, seijin. However, please note if the casino accepts our recommendation and there are any further requirements from them, or if you are provided with other temporary links, or if anything is necessary to repeat or provide again, you will be obliged to do it within the given time frames. Otherwise, if you fail to pass the KYC this time, the complaint will be closed/rejected, without the option to reopen it.

Thank you for understanding.

Dear TrustDice Casino Team,

Would the casino be able and willing to provide the user with one more chance to pass the KYC/verification? If so, can you please inform us here once a new email regarding the process is sent to the player?

Please take it as the last chance for the player to pass the KYC. If he fails at any point or stops responding to the casino on time, or misses the processing times, the case will be closed accordingly.

If there is a problem with providing the user with another chance to pass the KYC, can you please be more specific regarding the reason? Is there anything else that he committed and that could prevent him from passing the KYC?

Thank you.

If I'm not mistaken, I still haven't received the confirmation email.

The casino has not responded or confirmed it, seijin. Let's please wait for their response and further information.

If they reply to the complaint, you will be notified via email, and if they accept our recommendation and send you a verification link, you will receive an email from the casino directly.

Thank you for your patience and understanding.

Dear Casinoguru, 

We appreciate Casinoguru’s commitment to fair dispute resolution but, after careful review, we must respectfully decline the request to provide the user with another chance to complete the KYC process. 

Our decision is based on several key factors. First, while our standard KYC timeline is three days, we extended this process to over three months, offering the user multiple opportunities (four in total) to submit the required documentation. Despite these accommodations, the user repeatedly missed deadlines and failed to communicate transparently. 

Furthermore, when the documents were finally submitted, the verification process revealed issues with the quality of the video and the visibility of the passport, which raised legitimate concerns about their authenticity. The user’s vague explanations for delays, " it was the busy season at work" / "my passport was kept at my parents' house", and "limited internet connectivity", did little to alleviate these concerns. The amount in question is not a small nor a forgettable amount and, surely if the user was checking their emails regularly as they have previously mentioned, they would have replied promptly. The lack of prompt communication only amplified the doubts surrounding the situation.

Now, six months later, the user has suddenly expressed readiness to comply, but this prolonged gap and the timing of their renewed engagement only heighten the initial suspicions surrounding their account and documentation. 

Reopening this case would go against our compliance and AML protocols and expose our platform to undue risk. We remain committed to maintaining the integrity of our operations and trust Casinoguru will understand our position in this matter. 

With Respect, 

The Trustdice.win Team

I don't understand what you are concerned about. I have submitted documents several times in the past and explained that in emails. When I contacted you in the past, did you explain to me what the specific problem with video verification is? This time, Branislav said, "We also recommend using a more powerful device/phone, or at least a device/phone with a more powerful camera and a good Internet connection. He gave me specific countermeasures like this, but did you explain these alternatives to me? As I have said many times before, I have gone through the verification process twice in the past, and there was nothing wrong with video verification in my eyes. > 6 months later Originally, I have contacted you several times to ask you to resume KYC. Despite this, you have not responded at all, so I am asking you to mediate this time. It is a malicious impression to suddenly ask you to resume KYC.

Thank you both for your replies.

Dear TrustDice team,

However, we do not consider delays in providing documents as a justified reason to confiscate the user's balance, especially if he tried to contact the casino. In addition, it looks like there was a technical problem or a problem with the user's internet connection during the verification video recording, and that the player did not do it intentionally, or at least it is impossible to prove if he did.

Are the long delays the only problem the casino has with the player's approach to KYC/verification and providing documents, or did he breach any other of the casino's Terms and Conditions? If there are other reasons why the casino does not allow the player to proceed with the KYC, can you please explain them in more detail and provide us with relevant evidence?

If the delays are the only reason for account closure/winnings confiscation, as was mentioned, it would be appreciated if the casino could provide him with one more chance to pass the KYC. However, for the last time within this complaint resolution process (from our point of view). If he fails, it will be closed for us definitely anyway.

If the casino is not able and willing to follow our recommendation or provide evidence confirming a breach of other rules, I will have to discuss the matter internally with the team again, but I am afraid that in such a case, I will not be able to close the case in favour of the casino.

Thank you.

Again, from my perspective, the video was shot without any issues.

I had no way of verifying the video, so I viewed your inquiry as nothing more than harassment.

I think the problem of there being a flaw in my KYC procedure could have been solved if I had been shown the specific contents of the video.

I still don't understand why there was a problem with taking pictures via the KYC link (there should have been no restrictions on line speeds).

For example, you give me instructions on how to take photos, and I send them the photos I take with the front camera.

Dear Branislav,

We have sent our reply to your email address.

Kindly have a look when you have a chance.

With respect,

The Trustdice Team

I have to go on business trips and things like that, so things get a little hectic around the end of the year.

I've been carrying my passport with me up until now, but I don't want to carry it around much anymore because of the risk of losing it (I'm not keen on taking it with me to business trips, etc.).

I have been waiting for the KYC verification emails until today, but I have not received them yet, so I hope the casino will send the verification emails soon.

Greetings all,

I am sorry for the delay.

Thank you for your email, TrustDice team. However, after reading the complainant's last post, the situation changed a bit. Therefore, before I reply to your last email, I would like to ask the player a few additional questions and wait for his answers.

Dear seijin,

So, do I understand correctly that we are trying to "push" the casino here to provide you with another chance to pass the KYC, while the main part of the process is the verification of your passport, but you simply decided to go on business trips and leave your passport at home??

If the casino should provide you with another chance and a new verification link where you would have to verify your passport (which you do not have), why should the casino please send you such a link at all, and, how do you please imagine further proceeding with your KYC?

Dear seijin,

We are extending the timer. 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.