TrustDice Casino - Player’s account was closed due to an alleged IP duplication.

I played using the first deposit bonus on this site and won.

After requesting a withdrawal, I received a KYC verification request and submitted the necessary documents.

A few days later, I was contacted by the casino site, and my account was suddenly closed.

The reason given was IP duplication, but this is my first time registering and playing on this site. I have never created or played with another account.

Since I have not received any response to my inquiries, I am requesting arbitration.

Dear buchi1101, 

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 any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the full KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

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

Is it possible that your family or someone using the same IP address has created an account at this casino?

→No, none of my family plays and I live alone so there shouldn't be any IP duplication.

Can you tell me if you have passed the full KYC verification?

→I was asked to submit KYC verification documents, and when I submitted them by email, the casino site closed my account.

Did you use a VPN or IP masking software to access the casino website?

→No, I don't use it.

I cannot accept that the casino site has unilaterally confiscated the money I won and I cannot withdraw it. Please mediate so that I can withdraw it.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Please forward me the email you received from the casino after your account was closed, along with all the other communication between you and customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

There are two machines: Infinity Hero from a provider called Wazdan, and Ninja vs Samurai from a provider called PG Soft.

I don't play anything other than slots.

I sent the correspondence with the casino site via email.

thank you.

Thank you very much, buchi1101, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, buchi1101!

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.

Thank you!

Dear Pavel, 

Thank you for allowing us the opportunity to present our side of the story. 

We banned the user and confiscated their winnings based on evidence indicating that they were part of a recently identified Deposit Bonus Abuser Group. This group/syndicate was seen exploiting our 1st and 2nd deposit bonuses by creating duplicate accounts and playing Wazdan's Infinity Hero to maximize their win-potential with bonus funds.

The decision to ban the user was based on several breaches of our terms and conditions:

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.

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.

We can share our evidence with you over email if you require.

Thank you for your understanding.

Many Thanks,

The Trustdice Team

 Trustdice Team, thank you! Please, share the evidence to pavel.k@casinno.guru.

Dear Pavel,

Thank you for this!

I have sent our evidence to your email. Please have a look when you are able to.

Many Thanks,

Trustdice.win Team

Trustdice.win Team, I am sorry, I have misspelled my e-mail in the last message. It should have been pavel.k@casino.guru, with one "n". Could you, please, resend the e-mail to the correct address?

Hi Pavel,

Thanks for letting us know.

I have resent our email to your email 'pavel.k@casinno.guru'.

Regards,

Trustdice.win Team

buchi1101, we have received enough evidence that confirms all mentioned above. Therefore, I must reject your complaint. Do you have anything to add?

>Based on evidence indicating he is part of a recently identified group of deposit bonus abusers

What exactly is this evidence saying?

The betting limits in the terms of use are set very low, so could it be a problem if I use a wazdan machine to play and bet a reasonable amount?

>10.6 Bonuses may only be received once per person/account, family, household, address, email address, IP address, and environment where computers are shared (e.g., college, fraternity, school, public library, workplace, etc.).

I have never created a duplicate account and this is my first time creating one on this site.

I believe they also requested advanced KYC such as passport and camera verification, which I submitted, but I have never provided KYC on this site even once in the past.

buchi1101, we cannot say what exactly evidence is saying, but it support casino's claims fully. You may have never created duplicate accounts, but then you must have been participating in a collusion with other player which is also unfair and forbidden. If you will have any further questions, you can contact me via my e-mail pavel.k@casino.guru. That said, I am rejecting the complaint.