TrustDice Casino - Player’s account remains active despite self-exclusion.

Hello, a few days ago I blocked my account.

I reported that I was suffering from gambling addiction and wanted to close my account. The next day, they closed it. I had a relapse and opened another account. I played and complained because they wouldn't enable a bonus for me. Their response was that they wouldn't enable it because I had multiple accounts and my previous account was closed due to gambling addiction. However, they allowed me to continue betting. They were fully aware of my issue, yet my account remained active, enabling me to deposit and withdraw. I have screenshots of everything. They violated the policies and terms and conditions, which I have in a PDF file.

Dear Pablomonaco,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide proof of you informing the casino about your gambling addiction or proof your original account was self-excluded due to this reason?
• Are all your accounts in the casino currently blocked?
• Have you requested a refund of your funds from the casino already? With what result?
• Could you please share with me your communication with the casino supporting your claims? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas