TrustDice Casino - Player's account blocked and winnings confiscated.

I was using the site and got a few wins they paid me out fine then I lost a lot and yesterday won £4000 the max amount as soon as I withdrew it went to being reviewed and I found this odd on falling asleep and waking up I found the account was blocked and my money conviscated my deposit of £450 plus winnings despite sending several emails about 15 and contacting chat no one responds to me so I will have to go to the bank or police to help me it is a lot of money to me and really needed please help me I feel scammed I thought this site was trustworthy why pay out four times then block account on one of my best wins. I was also miles ahead on a dice tournament with a 3k prize pool at the time they seemed happy for me having the account and I got lots of contact and emails from support its just unfair practices to do this very shady.

Dear mcewanp,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When was the last time you successfully deposited in the casino and received a payout of winnings from the casino? 

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,

Tomas

Hi Thomas.

I joined on the 21st of January.

I won on the slots then virtual blackjack and the dice.

There was no deposit bonus used to accumulate the win I earned it using all my own money. There was a free spins award they gave me after winning it I tried it and then it added below my real balance when I played the money was transferring from my real balance to this and all winnings as well but I could only win £100 ! I contacted them after I noticed hundreds had came from my balance onto it and questioned the logic in this why not just play the bonus amount rather than taking my real money and winnings and adding to that as i would never get it back ! support seen my point but I said I would just write off the £500 used on this then I went to dice and won even more as I was wanting to compensate for it this went on to the real balance I made the withdrawal max limit was 5000 $ so I did that and it went to under review which was strange as the other deposits paid right away on re checking later account was locked

They paid me last on the 26/01/24 and I had one every day before this completed paid withdrawals took a screenshot of the last 4

Thanks Paul.

Hello Tomas

I enclose details of contact with support I deposited every day account was opened except 28/01/24 as I had a big loss about £3500 and asked to close the account 4 withdrawals were paid out the first of £3000 on the 23rd then the 24th, 25th and the 26th withdrawals were paid out to me all won bonus free there was no indication of any wrong doing until I tried my final withdrawal, thanks Paul

Hi Tomas.

I was told it was that I had another account I never knew this was breaking any rules as it was opened 3 months ago then it was terminated by them after I contacted them saying the games had lag and poor play etc low payouts so it was closed by them to be honest I had forgotten all about it none of the withdrawals on it used a deposit bonus I have found emails about it nothing was mentioned about do not open another the impression I got was the new account was fine after 20 deposits and 4 withdrawals plus if it was bonus abuse it would have been picked up on the 1st 2nd 3rd and 4th withdrawals. I have been trying to work with them like gentlemen but they still do not reply I sent my points today below but had to use chat helper as no comms from compliance I find it all really harsh and I am hoping you would agree with me. I sent message below said I would be happy to go back on the site and move on and forget about it I have never cheated in my life to be honest it is not me !

I cannot reach compliance they ignore me but here is my points I want them to look at

I never won any money with a bonus on any payouts ! you also took nearly 20 deposits from me and paid me out four times before conviscating the last biggest amount that I had won you would have continued to take the deposits until I tried to cash out ! show me any evidence that any withdrawals were made using a bonus ! I closed the first account 3 months ago due to site lag/poor game play I have sent you evidence this is hardly major fraud/abuse ! you just looked for a way not to pay me out so I consider this rogue behaviour if I had commited any major bonus abuse I would hold my hands up ! Im not a big bonus player I have sent over 20 emails to you with no reply this proves your a scam ! also I am sure if I had used your bonus to abuse/manipulate winnings would it not have been noticed at 1st withdrawal or 2nd, 3rd or 4th ? the 5th withdrawal I never used a  deposit bonus either.

The free spins I used at the end were of a value of about £10 I had won them previously on a wheel spin feature the site highlighted on the account I had put in loads of money so they were adding things and put my level to fish status you can get 0 or 10 etc I noticed my real money was going from the £4440 balance to this bonus and it went up to about £600 or so then I contacted chat as it did not look right. After talking to them it made no sense but I decided to take it on the chin and lose the money as if I cancelled the bonus I would lose it all and if I did playthrough it was about £100 ! so I played on with dice with my real money and managed to win back the money that went in to the bonus pot I withdrew my money it gave a message max is $5000 so I took this out as per screenshot the bonus amount remained plus my real balance amount I did the bonus playthrough the money was still coming from my real money and winnings and those amounts were going on this max win £100 bonus ! by the time I completed it I got the £100 then I went on to lose the lot including the remaining real amount I would never have taken those spins if I knew what would happen ! I had already won £4400 so it was pointless and it took hundreds from my real money it was just really to try it out the game was my thinking for fun as I was winding down after a good win and had decided I was happy with that. I see another case opened complaining about this I see what the user means 100% ! it takes your real already won money and moves it in to that bonus pot then its lost forever anyway im not bothered about that just the fact I have not been paid my winnings and I want to provide you with as much details as possible and not mess you about or waste your time.

Many thanks Paul

Hi Tomas,

I have put this to compliance as well after reading the t&c's on their site

Hello I also have a few questions to ask about your t&c's

It states to contact this email about accessing funds in locked accounts so this can be done I take it ?

. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact by email: compliance@trustdice.win.

All transactions are checked to prevent money laundering so how could I make so many unchecked or were they checked ? if so why not block account from the start.

5.4 All transactions shall be checked in order to prevent money laundering. If the Member becomes aware of any suspicious activity relating to any of the Games of the Website, s/he must report this to the Company immediately. https://trustdice.win/ may suspend, block or close a Member Account and withhold funds if requested to do so in accordance with the Prevention of Money Laundering Act or on any other legal basis requested by any state authority. Enhanced due diligence may be done in respect of withdrawals of funds not used for wagering.

It also states below. I requested the account to be closed due to games lagging so everything was wiped regarding t&c's according to this:

6.1 If you wish to close your member account, you may do so at any time in the settings or by sending an email to compliance@trustdice.win.The effective closure of the Account will correspond to the termination of the Terms and Conditions.

I also noted below to them:

 also noticed your banned countries but you have a very large amount of these countries as players so do you bend the rules to suit youselves with the t&c's it certainly looks like it ! Im not sure these t&c's have much weight to them !

do not permit accounts to be opened or used by customers resident in certain jurisdictions, including Netherlands, France, United Kingdom, Australia, Spain, Singapore, China (including SARs), the United States of America (and her dependencies, military bases and territories), the Dutch Caribbean Islands (Curaao, Aruba, Bonaire, St. Maarten, St Eustatia and Saba), or other restricted jurisdictions ("Restricted Jurisdiction") as informed by us from time to time. By using the Website you confirm you are not a resident in a Restricted Jurisdiction.

I also enclose details from last account closure I found doing a search I was not aware of any rule breaking and it was not mentioned to me from them when it was terminated they just asked why I wanted to do it and I explained this to them I hope this is enough info for now I can dig up more if required I contacted them and they said its fine to play and use a VPN I have chat

Details of last closed account a few months ago I could not add this on last message as it was too many pictures

Please note that the rule to open only one account in online casinos is almost universally found in online casinos. If you are using duplicate accounts in any online casino currently that doesn't explicitly allow it, you might run into issues withdrawing your winnings. In TrustDice casino the rule can be found here:

https://trustdice.win/terms

"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."

If the reason given by the casino was that you opened multiple accounts, we'll be interested in circumstances regarding the multiple accounts, and as such the restricted countries' rules presumably don't play a role.

• Could you please share a screenshot you received from the casino regarding why your account was blocked and funds withheld?
• Was the correct personal information filled in your casino profile on both accounts?
• Have you completed account verification (KYC) in the casino for either account?
• Do I understand correctly that you didn't accept any deposit bonuses when playing in the casino, not even the casino's welcome bonus?
• Share screenshots of it here or send the information to my email at tomas@casino.guru

I'll await your reply.

Hello Tomas.

Thanks for the update.

1.Correct details were filled in on both accounts.

2.KYC was not done for any accounts having not used a crypto casino I had read that they were easy for using due to being more relaxed regarding these things and just surmised they were cool about it all and I could not forsee any problems my side or theirs. The impression I was getting was I was a big UK player they were happy to entertain whilst I was placing large deposits on their site there was certainly no contact from them at all for both accounts until I got the email about taking my winnings.

3.I think I used it on the 2nd account the welcome 1st one for a low deposit, I cannot remember with the 1st one but I never ever withdrew any money or winnings using a bonus. My intention was to play the site with non bonus money as its not my thing really takes too long too much hassle etc. Im not sure why if this was an issue they never highlighted anything at the time ? but went on to take £9000 at least in deposits ? that does not add up or maybe it is just me ! there is certainly no mass bonus fraud going on like they possibly could be accusing me off, I would be happy to forget it all and go back on the site but I doubt this will happen by the looks of it they have used a technicality to keep the money. I noticed in the dice contest I finished 2nd whifflet12 after the ban winning 225$ I attach a screenshot. I hasten to add it was my first time ever playing the dice or the tournament.

4.I have added a screen shot of the message they sent 3 days ago.

Please advise if you need anything else thanks Paul.

Hi Tomas.

This is a reply on trustpilot to my review they say it is due to the old terminated account months ago and then the new one was opened that seems to be the only reason I have tried reaching out for answers to compliance but they do not respond to me only with the same cut and pasted reply from the t&c's I am not sure why they took so many multiple deposits and paid out 4 withdrawals though that gave me the impression there was no problems they may possibly come back and say they never knew till after all that had happened which I would find hard to believe to be honest.

Thanks Paul.

I am sure I took out a bonus then cancelled it and also some spins given to me the same there was a button you could use to cancel them on the site yourself as I remember seeing the status as cancelled for any bonuses I am 100% sure of this as I cannot get on the site it is hard to check anything and the 1st account I simply cannot remember as it was too long ago so not something that would stick in my mind as obviously I had forgotten all about it but I do have an email about cancelling a bonus sent to chat I found out it was VPN friendly after an online search for the new account it seems to be common knowledge online it is and for the 1st account on looking at my emails for that account support had hinted to me to do this, I did not have a problem with that so it was not an issue at the time, thanks Paul.

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.

After considering the facts that have been presented, we're forced to reject the complaint.

I am sorry for the disappointing result of your complaint. Please do not hesitate to contact us if you run into issues with any online casino in the future.