TrustDice Casino - Player's account has been closed with confiscated funds.

I signed up for the first deposit bonus as advertised, carefully read the terms and conditions, and deposited money to receive the bonus and start playing.

After clearing the strict wagering conditions, I applied for a withdrawal, but then received an email asking me to wager five times the deposited amount again. I complied with the request.

When I applied for the withdrawal again, I received an email stating that due to duplicate IP addresses, my balance would be confiscated and my account would be blocked.

I registered and played alone, so I find it hard to believe there’s a duplicate IP address issue. I cannot accept such a unilateral decision.

Could you look into this matter for me?

Hello hase2002,

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 if your account is already verified and if yes, since when exactly?
• May it be possible that you had an account in TrustDice in the past?
• Does anybody from your household owns an account in the casino?

Looking forward to your answer.

Regards,

Nick

Trust Dice Casino did not ask me for any KYC, I just updated my profile.

This is my first time registering with Trust Dice.

No, my family doesn't play casinos.

Dear Hase2002,

I hope this email finds you well.

Could you kindly forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru? Additionally, did the casino provide any evidence to support their claim of you having a duplicate IP address?

I look forward to your response.

Best regards,

Nick

I have forwarded your email. Please confirm.

No, the casino did not provide any evidence.

Thank you Hase2002 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, hase2002!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Dear Pavel,

Thank you for reaching out to discuss this matter. We appreciate the opportunity to clarify the circumstances surrounding this case.

Following a detailed review, the player’s TrustDice account has been permanently banned, and the associated funds were confiscated. This decision was made based on violations of our Terms and Conditions, specifically the following provisions:

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.

Our investigation revealed that the player’s activity matched patterns of a group associated with deposit bonus abuse, directly violating the above policies. As a result, we were required to take action to ensure the integrity of our platform and protect other players.

I will provide the supporting evidence shortly via email to substantiate our findings. If you require any additional information, please feel free to reach out.

Thank you for your understanding.

With respect, 

The Trustdice Team

Thank you, Trustdice Team!

hase2002, unfortunately, the casino has provided us with sufficient evidence of their claims. Therefore, I am sad to say that I must reject this complaint. If you will have any problems with other casinos in the future, please, do not hesitate to use our Complaint Resolution Center once more!