TrustDice Casino - Player's account has been closed.

Dear sergio9998,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Do I understand correctly that the casino closed your account in April 2023?

Could you please forward me the account closure requests you sent to TrustDice Casino, specifically mentioning your gambling addiction? My email address is veronika.l@casino.guru.

After your TrustDice Casino account was closed for self-exclusion, were you able to access it again, or did you register at a different casino where you lost the disputed amount mentioned in your complaint?

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

Best regards

Veronika

Hello Veronika ,

An email has been sent with attachments

It is absolutely unacceptable that a player who has reached out and provided evidence of their intent to end their life due to gambling is still receiving promotional offers and free play invitations from your site. This is a catastrophic failure, and I assure you that it is deeply troubling.

I am writing to express my deep frustration regarding the repeated neglect of my situation following the closure of my account. I have sent multiple messages informing you of my deteriorating mental health and my intentions to end my life due to gambling . Despite my serious warnings, your site continued to send me promotional offers for gambling, completely disregarding my dangerous circumstances.

Your persistent failure to adhere to responsible gambling policies, especially concerning players struggling with addiction like myself, ultimately pushed me back into gambling after I had successfully stayed away for a significant period. As a result, I have incurred substantial financial losses, and I hold your site fully responsible for this outcome due to its negligence in addressing my condition, despite being aware of my struggles.

I now demand immediate action regarding your failure to provide adequate support and protection. TrustDice should be held accountable for the harm caused by your disregard of my warnings and my vulnerable state.

Date of Account Closure: 18/04/2024 - last promotion received trsutdice 2024/09/19

I have incurred debt due to gambling on your site, and I possess evidence of my losses. I have lost more than [14500 usd ] to betfurey.io 2024 /09/04 because of TrustDice's failure to protect players with addiction isses.

Dear sergio9998,

I am very sorry to hear that you are struggling and understand your deep concern about the situation. However, it's important to note that promotional emails from the casinos are often sent out automatically to all customers. While I understand that ideally, once the player requests account closure, they should be removed from the recipients of such emails, it is not always the case. In situations like these, the player can click on the option to "unsubscribe" from promotional emails in the footer of the email, or you can mark the emails coming from the casino as spam. Unfortunately, we do not solve cases with unsolicited promotional emails.

As mediators, our primary role is to address issues related to fairness in gameplay, account handling, and disputes over winnings or withdrawals. Promotional emails, while understandably frustrating, fall outside the scope of what we handle because they are automated marketing tools used by casinos to reach all their players. These emails are often sent in bulk by third-party systems, and the content is not always updated with the player’s account status (e.g., closed or self-excluded).

Since these emails are typically managed by separate marketing systems, casinos offer options for players to manage communications themselves—such as an unsubscribe link or by marking emails as spam. This is the most efficient way to stop receiving such communications.

Moreover, it's impossible to clearly attribute the fact that you received promotional emails from Trustdice Casino as the reason you signed up at a different casino and started playing there. If Trustdice Casino closed your account back in April due to gambling problems and you have not made any new deposits to this particular casino since then, we are unable to contact them to request your removal from their mailing list. However, as I mentioned before, you can take steps to block promotional emails on your own, which should prevent further messages.

Moreover, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I would also like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.