TrustDice Casino - Player's account has been closed and winnings confiscated.

Hello

I signed up to Trust Dice and deposited 1000 tether, in exchange for a 1000 tether bonus. I played through the wagering requirement, which took an age, and won $382. I placed my withdrawal and uploaded documentation, which was accepted by their verification partner.

I was then sent the following email

We regret to inform you that after an investigation your TrustDice account has been banned and the funds were confiscated, this decision was taken according to the following terms and conditions:

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be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.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

10.6 Bonuses can only be received once per person/account, family, household, address, e-mail address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found.. 

I responded to them twice explaining that I live alone and haven't had an account with them in the past, to the best of my knowledge. I do use a VPN for everything online, but I assumed as a crypto casino they would be fine with this usage provided I verify my identity.

I've not received any response to my emails asking if they will reconsider their decision.

I know not all crypto casinos are legit and some do behave like this, so at this point I'm just looking to retrieve my $1000 deposit, which they have refused to refund.

Can you assist me with my complaint please, as I am unable to reach them directly?

Kind regards

Lyons

Dear garorslyons, 

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

Is there a possibility that someone using the same IP address has also created an account at this casino? Which countries have you used for your VPN while playing at this casino?

Could you please advise if you have successfully passed the KYC verification?

Could you kindly send me the exact link or a screenshot of the bonus you activated and played with, along with its Terms and Conditions?

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, 

Veronika

Hi Veronika

Is there a possibility that someone using the same IP address has also created an account at this casino? Which countries have you used for your VPN while playing at this casino?

I've used London, Dublin, Manchester, and Glasgow for VPN locations. I use whichever one works for the site, but it's always on to encrypt my net traffic. Ireland is closer and quicker than London so I often use that and just play for euros instead.

Could you please advise if you have successfully passed the KYC verification?

From memory - yes, I think I had to upload my ID and take a selfie to verify this. However if I've got my wires crossed I don't have an issue with logging in and doing this.

Could you kindly send me the exact link or a screenshot of the bonus you activated and played with, along with its Terms and Conditions?

https://trustdice.win/promotions/welcome-package

I lost the first part of the welcome package so $1000 gone there. Then I won a smallish amount from the second deposit bonus where I deposited $1000 for a $1000 bonus. This is what I turned into $1382 which still represents a loss but obviously I'm not bothered about that as I was happy to play and win or lose.

However they've straight up nicked the $1382, which I don't think is fair to do, especially not my deposit. They've essentially allowed me to play on until I placed a withdrawal, and that's the point they've taken issue with me. I'd have kept going and busted thousands to be honest if they hadn't done that, but if they're going to block my account for 'unacceptable behaviour' as it says when I try to log in, then they should be returning my funds.

Lyons

Thank you very much, garorslyons, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello garorslyons,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite TrustDice Casino to join the conversation.

Dear TrustDice Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account and the confiscation of the funds. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Dear Michal,

Thank you for reaching out.

We acknowledge your request for further details regarding the closure of the player's account. We will be reviewing the case and will send the requested information, including supporting evidence, to your email address as soon as possible.

Should you need anything else in the meantime, please feel free to let us know.

Kind regards,

TrustDice Team

Dear Michal,

I hope this finds you well.

We have emailed our evidence to your email address, michal.k@casino.guru.

Please check your emails when you get a chance.

Feel free to reply with any questions or queries you might have.

Kind Regards,

The Trustdice.win Team

Thank you for your email, TrustDice Team. I have replied with a few further inquiries.

Dear garorslyons,

You indicated that you live alone, however, do any of your friends or family members hold an account at TrustDice Casino? If that is the case, have you been accessing the casino from the same location as they do, perhaps during a visit? Furthermore, could you please confirm your current place of residence?

Hello

I've had gaming sessions with a few pals sure, but wouldn't expect that to be a problem? Nobody has my credentials and vice versa and I verified myself with the casino. I do live alone so there absolutely should not be anybody else signed up using my address, if there is I would like to know about it.

Place of residence currently is Scotland

Lyons

Thank you for all the information and evidence provided, TrustDice Casino Team.

Dear garorslyons,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering and reviewing all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with your account created quite close one after another that claimed the same bonuses from the same IP addresses, identical or very similar gameplay patterns, identical or very similar deposit patterns via the same payment method, which cannot be considered as just a mere coincidence. The linked accounts were previously flagged by the casino team for the same reasons as yours. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as it was communicated to you by the casino team earlier. Furthermore, your residency in a restricted country (the UK) presents another significant obstacle and rule breach, as it would prevent you from successfully completing the KYC process, thereby hindering any potential payment disbursement.

Given the clear violations of the casino's terms and conditions, we cannot dispute the casino team's decision to confiscate the whole balance from your account. This is a quite common industry standard approach to help discourage players from violating the casino rules.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru