The player from Germany had requested to close his Trustdice casino account due to gambling addiction, but the casino had failed to act on it and still allowed him to make deposits. He wanted to retrieve the €45 he had deposited after expressing his gambling problem to the casino. The player did not follow the casino's advice to send an email for self-exclusion, instead, he insisted that his chat with the casino's live support should have been enough. We had explained that live chat often provided initial guidance but for certain account adjustments, email support was necessary. The complaint was rejected as the player did not adhere to the suggested process for self-exclusion.
TrustDice Casino - Player's account has not been closed as demanded.
Amount: €20
TrustDice Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months 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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6 months 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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6 months 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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6 months 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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6 months 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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6 months 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
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6 months ago
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Hello, I have to say that I wanted to find a solution with the casino, the live chat said I should send an email to the relevant team, I did that but haven't received a response for 6 days. There is no need to discuss it if a player tells the casino Trustdice that he has a gambling addiction, that the account should be closed immediately. I will write in the discussion how exactly everything went with the chat times and deposits etc. If this is not resolved in my favor here
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6 months ago
Could you please confirm if your account is now closed? Do I understand correctly that the casino closed your account 3 days after you contacted them via chat about your gambling problems?
Could you kindly forward me the email you sent to the casino with your request to self-exclude? As I already mentioned, my email address is veronika.l@casino.guru. Thank you.
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6 months ago
Translation
Firstly, I have told the casino that my account should be closed due to gaming problems, as you can see in the screenshots. Secondly: I have not sent the casino an email because that is not necessary if you report it directly to live chat support. As far as I'm concerned, they can be on the casino's side, but that shows that they also ignore gaming problems. 3. Yes, the casino closed my account, but 100% only because I submitted a complaint here. From now on, I don't care whether I get the 45 euros or not, but I will present you and Trustdice's behavior nicely on the Internet.
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5 months ago
I understand your concern. However, it's important to note that live chat support often provides initial guidance, but for certain account adjustments or issues, email support is the preferred channel as it allows for more comprehensive assistance. Live chat agents may not always have the authority to make all necessary adjustments. Therefore, adhering to their recommendation to contact via email ensures your concern receives appropriate attention from the authorized support team.
We regret to inform you that we are unable to facilitate the refund of your deposits. This is because you did not request self-exclusion via email, as suggested by our live chat support.
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.
