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be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.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