TrustDice Casino - Player's struggling to pass the verification.

I have a winning of 0.00774405 BTC (≈ 230 USD) , befin by small welcome bonus of 2 USD and then i have made a deposit then wager it 5 times and at the end i have in my balance this amount so i have requested withdrawal but they declined it, after 24h the compliance team request KYC and sent me a link to do it, i have do the KYC and take a photo of my documents and selfie of my face. Normally they have to make my account verified in maximum 24h but the didnt replied and everytime i request withdrawal they canceled it. After maybe 72h and after that i sent them lot of emails to understand what happen and if everything is ok they chocked me by a new FBI KYC form, a video call using Zoom using the same device of my first KYC and after 72h ...something like mission impossible and i dont understand why and how.. the next step i think they will ask me to travel and meet them personally to finish the KYC, this is really OVER and very strange!! the first time that i see a casino that request something like this process for a KYC. For me it's a prove that they want scam me and doesnt want pay me this is why i have submit complaint against this casino and i hope that they give me my winning and if they want that i sent to them a clear and visible photos of my documents and a clear and visible selfie with document i will do instantly despite it's done by Veriff KYC software since 4 days so it must OK. THANKS

Dear feddin977,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I have passed The KYC using Veriff software, i have done the process by my mobile after that they give me a link asking me to click in it. Following the link it let me to open my cam, take photo of my driver license double faces and then a selfie of my face then the software tell that the process is done. I think there's no doubt of my ID if Veriff software have accepted the photos and tell that the process was been successfully done. Also i have uploaded and sent to the compliance or security team a clear and visible digital photos of my ID face1 and face2 + a selfie of me holding my ID So i think they have all the necessary proves of my ID and they have to paid me and no need to a video call using a complicate app that i have never hear about or used it like Zoom only if they want complicate the process and don't have the attention to give me my winning!

Hi again,

I have received an email from their compliance team that tell account is temporarily suspended!

Please let's go step by step to prove that they are really over and they just complicate the process to not pay me my winning and also they want keep my deposit with no shame!

Their first email after that i have requested my winning:

"Dear feddin977,

We would like to kindly inform you that based on our terms & conditions you would need to pass our KYC process. Please access this link to start the KYC procedure:

https://alchemy.veriff.com/v/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpYXQiOjE2OTAzNTAxMzUsInNlc3Npb25faWQiOiIwNWMzM2RmMy00YTA1LTQxNzgtYjA0ZS03OGMxN2Q4ZjFjNGIiLCJpaWQiOiIxZmQ1NjFhNS1iNDc2LTRlMjctYWQwYy0xMGFlMzMwMWQ3MmIifQ.yJfCcJP3d2fFS0o3uXL6YRRNF9hJzgl0XAD2TEjSO8A

We really apologize for the inconvenience! We hope for your understanding.

With respect,

TrustDice Compliance Team"

You can click in the link it's done the KYC but they ask me to make a video call using zoom and after maximum 72h and using the same phone at 10 PM....what's this process ?! i never see a casino that request a video call and why ?!

Summary of Their last email is :

"We would like to inform you that your account is temporarily suspended. We reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings, and in extreme cases, your deposits, and apply such funds to any damages due by you."

HAVE YOU SEEN EFFRONTERY AND SHAME LIKE THIS !! Not only they want keep my winning but they try to invent rules to keep also my deposit money !!!

Thank you very much, feddin977, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear feddin977,

My name's Tomas and I have taken over your complaint. Before I contact the casino, can you please confirm if it's correct that you haven't proceeded to video call verification?

Thank you.

Kind regards,

Tomas

Hi Tomas,

Yes i haven't proceeded to video call verification and i will not pass it they are kidding me and after the video call they will request Fingerprints and blood type...This is Over! We have do the KYC with their "Veriff" software i have open the cam , take photos of my ID and Selfie of me then i have also sent to them a slefie of me holding my ID and photos of my ID visible and clear this is more than enough.

Dear feddin977,

I understand that the verification process may be frustrating for you, but it is within the casino's rights to require a video call verification.

If you refuse to participate, we may not be able to proceed with the investigation and help you with your complaint. Please inform us of your decision. Thank you.

Kind regards,

Tomas

A casino that play with rules or have elastic rules can't be trusted for me , they can tell any excuse to avoid my winning even i do the video call + i have see in many casinos forums that the most of players are banned after this KYC and also when they have a big winning so not trusted . I have emailed them to refund me my deposit and we stop this FBI investigation.

Dear feddin977,

I'm sorry to inform you that since you have chosen not to proceed with KYC video verification, we are unable to assist you further and must reject your complaint.

However, if you change your mind, you can request us to reopen the complaint. Our team is always available to assist you in any way we can.

Kind regards,

Tomas