TrustDice Casino - Player's balance was confiscated.

1-2 months ago I made a trustdice account, deposited 150USDT and made around 300$ profit (total of 450USDT). I then notice that my account is already limited because when I try to place a bet I get an error and live chat says that I have to lower my stake. I make a withdrawal request and then recieve an email asking for KYC.

On the 19th of March I get an email asking for KYC. (https://i.imgur.com/SOz3gkj.png)

On the 29th of March I get an email saying my funds had been confiscated and my account was banned. (https://i.imgur.com/vqFeiVF.png)

I send an email back on the same day saying that there wasn't an expiry date on the KYC request, and asked how long would they take to answer back on live chat support - they say 24h. (https://i.imgur.com/XfVxthE.png + https://imgur.com/GWcMMi3)

On the 31st of March I send another email to them (as advised by live chat support https://imgur.com/e23jBok) saying there is no reason to get banned, etc and no answer to this day. (https://imgur.com/A8ylnmn)

I dont think taking 10+ days to comply with KYC request is a good enough reason to ban someone and confiscate their funds, but I'd love to know Trustdice's real motive behind banning a guy that made 300$ of profit.

I forgot to include that even before depositing (im 99% sure but i might be wrong here, might have been shortly after) I told live chat support that I had previously made an account but forgot the login, so I decided to create a new one and ask them to please ban the other account so I dont get flagged for multi-accounting. Keep in mind that there were NO bets placed, NO deposits, NO withdrawals, it was a dead account. The support agent gave me confirmation he had banned it and I wouldnt face any issues because of it. Unfortunately there is no chat evidence of that since I can only see conversations a few days backwards. (only 3 are shown even tho i have interacted with them some other times https://imgur.com/g7q8yhA)

Dear fragoso21,

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. 

• Did the casino at any time suggest you complete the account verification in order to unblock your account and restore your account balance?
• What games did you play in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

UPDATE

ttdice rep has informed me they were re-opening my KYC case today.

As soon as I get an answer from them, I will also update you here.

Thank you for the update.

I am glad the casino reconsidered and decided to allow you to complete the KYC verification.

Please let us know about the result and if you require any further assistance from us.

Looking forward to hearing from you.

Hello everyone,

Upon successfully completing the KYC procedures, player fragoso21's account has been restored and can operate as normal, including but not limited to betting and withdrawals.

We appreciate the player's cooperation on this matter.

Thank you

TrustDice Team

I was able to log back in to my account, but there is a catch. My balance is now 0 USDT, I can still see transactions but it appears that for some reason my balance was completly wiped out.

Hi Player,

My colleague told me all balance should have been restored by now. If you are still seeing 0 from your end, could you provide me with screenshots so I can check?

Thank you.

Fixed and my withdrawal request was successful.

Thanks to both CasinoGuru and Trustdice, you may close the complaint.

Dear fragoso21,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and TrustDice Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru