TrustDice Casino - Player’s balance has been cancelled.

I opened an account on 2022-01-16, I made a crypto deposit 0.0015 btc, I lost my first bet, TrustDice gives me a freebet for my first lost bet.

I won a free bet at 2.0, won 0.0015 btc, then I made another bet and won 0.002475btc.

I request withdraw to my bitcoin address, unfortunately the casino confiscated my withdraw without any explanation.

my withdraw is confiscated, and I would like to trustdice to answer the reason, because support is not responding.

Dear bellka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? I have checked the general bonus terms and conditions and this is what I found:

"New players should keep in mind that if they wish to withdraw their bonus money during the time period of their exclusive promo bonuses, that the maximum withdrawal amount per day is 10x the free bonus money they received on that same day."

Could you please advise if you requested the withdrawal on the same day when the free bonus has been received and how much exactly was the withdrawable amount?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

It was not a free bonus, it was just a bonus which is a deposit bonus.

I see. Do I understand correctly that you have accumulated your winnings from a cashback bonus, please?

yes, cashback

I have checked the cashback bonus rules and this is what I found:

"Cashback

...

10. The following games are excluded from cashback promotion: Platinum Lightning Deluxe, Platinum Lightning Deluxe HR, Battle for Atlantis, Peter's Universe, High Striker, Lucky Seven, Viking Age ToGo, House of Fun ToGo, Frankenslot's Monster, Paco and the Popping Peppers, Arrival ToGo, The Moneymania, 4 Horsemen, Da Vinci's Treasure, all other casino and live casino games except slots.

Could you please advise if there's a possibility that your winnings have been confiscated due to playing restricted games with cashback bonus funds? I'm not asking this to agree with the casino that it would be a relevant excuse, since restricted games should be blocked on software lever if not intended for bonuses, I'm just trying to find the reason for the winnings' cancellation.

no, they cancel my withdraw without giving any reason.

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

Hello, bellka,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite TrustDice Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear TrustDice Casino Team, could you please state the reason why the player's balance(winnings) was confiscated? Can you explain the situation from your point of view? Were any of the casino's terms and conditions breached? If yes, can you share the necessary data supporting your claims?

It is possible to share the data/documents directly here, with your answer (not visible to the public), or by sending them to my email (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Bellka and Branislav,

TrustDice strives to provide the best services possible to its users, and we sincerely apologize for the negative experience the player had with our platform. We would like to point out that we responded to the player's message and offered a refund, but we have yet to hear back from them. Please be assured that our team is fully committed to addressing this complaint and will continue to work toward a resolution.

Best,

TrustDice Team

Greetings all,

Thank you, TrustDice Team, for providing the update and for your email with an explanation.

Dear bellka,

Did you receive an email from the casino's representative? Does the proposal for the final solution meet your requirements? Is there any progress with resolving your issue?

unfortunately I did not receive an email from tustdice I have a gmail mailbox, so I don't think my mail is blocking the mail from trustdice.

Dear TrustDice Team,

Could you please provide us with an update on the player's issue? When was the message to the player sent? Was it via email? I would like to also ask you to provide an answer to my last email. I have not received any response.

We are looking forward to hearing from you.

Dear Mr. Branislav,

Please find our reply to the player attached.

Regards,

TrustDice Team

Greetings all,

Thank you, TrustDice Team, for your reply. I confirm I received your email.

Dear bellka,

Is there any additional communication between you and the casino outside this open complaint? Did you agree to a refund? Can you please confirm you already received your funds? Were you provided with an explanation why were your winnings confiscated?

they refunded my deposit.

Can I consider the complaint resolved? You did not reply to my questions.

they did not give the reason for confiscating the winnings, they returned the deposit, the case can be resolved.

Thank you, bellka, for the update.

Dear TrustDice Team,

I requested an explanation and evidence via email some time ago. Can you please provide us with the relevant data supporting your decision? The possible ways of sharing data were already mentioned earlier in one of my posts.

Dear CasinoGuru Representative,

We are glad that we were able to resolve the issue with our player and that they are pleased with the outcome. In addition, in response to your question, I'd like to bring two terms from our Terms and Conditions. Please see:

3.5 Trustdice.win reserves the right to refuse to register an Account or close Your Account.

5.8 Trustdice.win reserves the right to cancel any bonus or bonus program (including, but not limited to free money bonuses, deposit bonuses, reload bonuses and loyalty program) with immediate effect if we believe the bonus has been set up incorrectly or is being abused, and if said bonus has been paid out then we reserve the right to decline any withdrawal request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely at the discretion of trustdice.win.

With that said, and as permitted by T&C items 3.5 and 5.8, we have decided to close the user's account at trustdice.win's sole discretion and provide a refund.

Best,

TrustDice Team

Hello, TrustDice Team,

I cannot find the information that the player is pleased with the outcome in this thread.

We have rules, too. The casino has the right to use its rules, but it does not mean the rules can be used and applied against the players in any way. Especially in cases when it is considered unfair from our side or it does not make any sense.

However, please note we notify the players about rules in TrustDice Casino which we consider unfair. Therefore the final rating is lower than it could be. The details can be found here, in our review. This complaint will be closed as resolved only based on the player's confirmation above.

Dear Amy,

Thank you for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As you confirmed the issue was resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case you are not satisfied with the complaint resolution, you can file a complaint with a gaming authority the casino is regulated by, or you can reopen this complaint.

Best regards,

Branislav, Casino.guru