The player from Germany requested to close his Trustdice casino account due to gambling addiction, but the casino failed to act on it and still allowed him to make deposits. He wants to retrieve whatever amount he's deposited.
TrustDice Casino - Player's account has not been closed as demanded.
Amount: €20
TrustDice Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
2d 21h 20m 16s
Case summary
3 days ago
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1 week ago
Translation
Hello, I requested directly in Trustdice chat to close my account due to gambling addiction. The chat did not do this and I was still able to make deposits. Even if it is a small amount, I want to take it back.
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1 week ago
Dear yasin61,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion has a huge impact. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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1 week ago
Translation
Hello, did you miss the fact that I wanted to close it because of gambling addiction? I will post the chat history here so that other players can see it too. In your opinion, is it right not to close an account if the player wants to close it because of gambling addiction?
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5 days ago
Clearly seen i stated gambling problems and my account was not closed there. They let it open and i were able to deposit 2x 10 Euro and one time 25 Euro. This 45 i want back. I dont want my over 1000 Euro back which i spend there, just this 45 for the failed selfexclusion. Trustdice were in knowledge of gambling problems and did let it open with intention
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4 days ago
Thank you for providing me with the screenshots. The casino customer support agent informed you that self-exclusion via chat was not possible and that you should send an email to compliance@trustdice.win. Could you please advise if you sent the email to the mentioned address?
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4 days ago
Translation
No, I don't, because this email process also offers a 24 hour cool off period where I can simply open it again and then play. If you tell the casino that it is going to be closed due to gambling addiction, then do it immediately. There are no discussions. My account was only closed 3 days later and during that time I was able to deposit 45. I want that back
Automatic translation:
Casino Guru is examining the case
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