TrustDice Casino - Player's winning roulette bets rejected.

Hi,

On the 18th November I had an issue with Evolution Gaming Immersive Roulette. I was playing this via Trustdice Casino. I had 2 separate bets which were winning bets and after the spins were completed the bets were rejected. Immersive said this was due to irregularities after investigation and said I would need to contact Trustdice as they had completed investigations on there end. I approached Trustdice and sent them evidence. After a few days they rejected my compensation claims saying there were no issues on there side.

I spoke with Immersive Roulette again and told them this , they provided further evidence saying my bets were on the winning numbers and I should be compensated for the winnings. Again Trustdice dismissed this saying I got my bets back so they dont feel the need to compensate me.

I have only asked to be compensated for the difference between the bets and the wins which is reasonable.

My first bet was for 300 usdt and it landed on number 30 which I had covered with 15 usdt. After the spin had completed it said my bet was rejected I did another spin for 285 usdt and number 8 was covered with 15 usdt and won, again after the win it rejected the bet.

I feel I have been treated unfairly by Trustdice and given the nature of the issue where it was seen that my chips were covered on winning numbers after the spin had completed I should be compensated.

It will not allow me to add attachments so please let me know where to send the evidence to.

Thanks

Nimmyg89

Hello Nimmyg89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TrustDiceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward your betting history from the casino at the time the issue occurred and the e-mails from the game provider to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

It's not been verified they have not requested any verification and I've been with them over 6 months. I can give you the reference from Trustdice side for the bets that did not get paid and also the reference from the side of the provider.

Trustdice Ref: 92669084....Provider Ref: SD-3529265

Trustdice Ref: 92669088....Provider Ref: SD-3529267

I spoke with the Casino yesterday on 24th November as they have looked at the issue twice. They seem to think because my original bet came back inti my balance they don't feel they need to compensate me. I've shown them the screenshots fro.lm the live chat with the operator but they seem to ignore it. I'm not looking for compensation for the total wins, just the difference between the overall bet and the win. Since Trustdice have said there were no problems on there side the bet and winnings should not be invalidated.

I have now sent all screenshots to the email address provided.

Thankyou xx

The casino has compensated me for 1 of the 2 disputed bets. They will get back to me about the other one and I will update you.

Thanks

Nimmyg89 xx

Trustdice are now refusing to compensate one of the bets. There has been alot of confusion on there side but I provided them sufficient evidence and explained everything. They still don't seem to understand. I've been paid 240 usdt out of the 495 usdt so I'm still expecting to be compensated 255 usdt from reference SD-3529265 which was winning number 30.

Please continue with the dispute

Thanks

Hi,

There has been a development due to wrong information. So the reference SD-3529265 was also a 300 usd bet and not 285. Trustdice were given the wrong game ID for this reference so they believed they did not owe me any compensation for it. I have now given then actual game ID and other details to Trustdice. I will let you know if I receive the compensation in the next day or so

Hello Nimmyg89,

Thank you for the update. Please let us know once the casino respond to you regarding those new reference numbers. Meanwhile, you can forward any new communication between you and the casino to nikolas.b@casino.guru.

Hi Nick,

The casino said they will have an update by the end of this week. I will send over communication to your email address once I get it all together. Please could you extend the timer.

Thanks

Hi Nick.

The situation has been resolved with the Casino. Please close the dispute.

Dear Nimmyg89,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru