TrustDice Casino - Player's winnings confiscated and account closed after verification.

I registered at this casino late September 2023, deposited in usdt but I was unable to play live game because of some interface glitch that I reported to casino with no success. They refused to return balance so I had to play in slots and lost it all.

After that I started playing only in January 2024, using TRON (TRX) crypto as payment. Soon enough by total loss reached 100k TRX equal to 10000 USD approximately. While I was this substantial amount down casino never mentioned or warned me about my style of play. Everything was just fine. They offered some small bonuses and loyalty upgrades. All withdrawals went just fine.

At certain point I broke even and even won something. On the moment my balance reached 88k TRX and at the same time BTC price on the market went drastically high that caused all the other major crypto gain in price and TRON (TRX) as well. So basically my balance expressed in fiat value raised almost 2 times (88k TRX estimated 15k USD).

Probably casino was badly surprised and started to do obstacles. But I must admit they did it in intelligent manner. They declined my withdrawal request and asked to pass verification (half year after registration, yet the Curacao rules oblige casino to perform clients verification before they accept first withdrawal). Well anyway I passed through KYC by means of 3rd party presented by casino and provided my ID and selfie (photo). After that I got no any messages so I even was not informed were my ID accepted or not.

I clarified via casino compliance team and they confirmed receive of ID and informed it usually take 24-48 hours to review and they will inform me when success. After 96 hours nothing happened so I reached online chat and they suggested to order new withdrawal request if announced time lapsed. So I did order but it was cancelled again with no information or reason provided.

I reached out to compliance team to clarify when KYC be over and when I can do withdrawal. Next day I got message from them that KYC successfully passed. No warnings or messages stating some checkups in progress was received.

So after this message I logged in to my account and did 3rd attempt to withdraw and withdrawal immediate turned into CONFISCATED status. I asked online chat support meaning of that and they reported my account permanently banned and all funds seized. I got same message to email stating something about 'card counting not allowed'. After that I was unable to login to my account anymore.

I sent final message to compliance team and asked them to review their decision and let me withdraw my final balance with no answer from them within 72 hrs.

I must emphasize that during 6 month of play I was utilizing absolutely the same betting patterns and my account was 'negative' so I was losing money and casino felt no problem with my play for 6 month. But I went ahead only LAST IWO DAYS of my play and I got immediate action from casino. They let you lose as much and as long as you want as they know they never pay winnings anyway.

Under my records maximum loss reached 70000 trx approx and maximum win 55000 trx that is absolutely within standard game fluctuations. They had plenty of time to stop the game (SIX MONTH!) but they did it only last day as soon as I won. I won something first time in six month ever and this amount was seized immediately.

So total funds seized 53629 trx and 250 usdt (estimated 8000 USD based on current market rate).

I informed casino this case will be escalated to Curacao authorities and SBGOK foundation after ADR is completed if no positive solution and no agreement reached.

Please review the case.

Hello playbj,

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

Could you please advise how long the verification process was going on? Did you play any live games after or why did they accuse you of card counting? Did they provide any evidence of it? Did you accumulate your balance purely with real money or bonus too?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Verification took about 96 hours in total with announced time of 24-48 hours. But I had to write them two times as no confirmation was sent to me after providing requested paperwork. And no messages after announced 48 hours were received by me.

Since January 2024 I played livegame blackjack and I was constantly losing. I went ahead only on my last day of play or so and I got this casino action against me. If my betting pattern not comply with their T&C why they didn't care for 2-3 month while I was losing and this became a problem only when I won? This is close to cheating. No evidence provided. Casino refused to communicate after account ban and money seizure.

All bonuses I got I took in usdt currency and this amount never used for betting. But still this amount is a cash money now, means available for withdrawal technically. I used TRX currency for livegame betting.

This is the message I got from them:

We regret to inform you that after an investigation your TrustDice account has been banned and the funds were confiscated, this decision was taken according to the following terms and conditions:

18.1(e) https://trustdice.win strictly prohibits any form of card counting or advantage play during live games.

By participating in live games offered by https://trustdice.win, players acknowledge and agree to refrain from engaging in any activities that may be construed as card counting. https://trustdice.win reserves the right to monitor user accounts for any signs of card counting, in any event of suspected card counting, violators may be subject to account suspension, closure, cancellation of any outstanding bets and/or confiscation of any or all funds in your account at our absolute discretion."

With respect,

Trustdice.win Compliance Team

"With respect" - I see no respect here. If they accepted all my losing bets they must pay winning bets to be on a fairplay side. Imposing T&C clauses shall not be based on player's balance state.

Regards

Thank you playbj for all the information provided. As we will require more evidence from the casino, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello playbj,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite TrustDice Casino to join the conversation and participate in the resolution of this complaint.

Dear TrustDice Casino,

While we agree that it is at the discretion of the casino to close a player's account in such situations, we do not consider it fair to confiscate winnings accumulated by card counting if the player has done so with out the help of software or collusion with other players. Can the casino provide more information about the decision to confiscate the player's funds?

Kind regards,

Adam

Dear Casino Guru,

Thank you for bringing this matter to our attention. 

The decision was made in accordance with our terms and conditions, outlined below. Upon investigation, we found reason to suspect the involvement of software, as the user's gameplay appeared to exceed normal human capabilities.

18.1(e) https://trustdice.win strictly prohibits any form of card counting or advantage play during live games.

By participating in live games offered by https://trustdice.win, players acknowledge and agree to refrain from engaging in any activities that may be construed as card counting. https://trustdice.win reserves the right to monitor user accounts for any signs of card counting, in any event of suspected card counting, violators may be subject to account suspension, closure, cancellation of any outstanding bets and/or confiscation of any or all funds in your account at our absolute discretion.

We will provide more details on this shortly.

With respect,

The Trustdice.win Team

Hello TrustDice Casino,

Thank you for your response, please do provide supporting evidence of this to my email, adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

We have forwarded the supporting evidence to your requested email address.

Kindly take a moment to verify if it has been received on your end.

Should you require any further assistance or have additional inquiries, please do not hesitate to reach out.

With respect,

The Trustdice.win Team

Hello all,

The evidence has been received from the casino and is currently being reviewed. I will post a further update shortly.

Kind regards,

Adam

Dear playbj,

I appreciate that your betting patterns have not been flagged in the past, but it is quite common that a player's gameplay will not be checked until the point a withdrawal is requested. After reviewing the evidence provided by the casino, it seems that there are sufficient grounds to suggest you have used additional software to aid your play in multiple blackjack games in recent months, could I ask you to comment on this?

Kind regards,

Adam

Hello,

First of all I haven't utilized any card counting technics at all. I used it in the past in different other casinos but then switched to another way of play. By te way I passed many times through provider's gameplay check and never been accused in usage of side software and never been cut down on payouts. Basically I follow the tables where certain players sit. I have quite a long list of 'trusted' players that I follow. Some of them play long time (some more than year) means they violate nothing. Me violate nothing as well.

Secondly, during my game play I suffered from misclicks, disconnections and other interfering factors that had big impact on the RTP. Also I frequently used 'bet behind' option thus giving playing strategy into unknown players' hand (by the way usage of this option encouraged by game provider before each round) who frequently played not optimal.

Thirdly I VERY frequently used quite a new option offered by game provider the so call 'cashout' mostly well known as 'surrender' (a kind of it). this option under my estimation gives additional 3% house edge towards RTP but reduces the deviation. Would be nice to know where the casino provided you this evidence - number(percentage) of hands surrendered by me and estimation on the RTP impact. All these factors totally eliminate any possible advantage that can be achieved by the so-called 'card counting' (even if used). I was just gambling having fun as offered by the casino normally.

And finally, like I mentioned above. Casino acted in clearly cheating manner knowing from a beginning that they will not pay any winnings. I spent two month playing but got banned right after I went ahead. This is pure cheat. If they have any card counting detection software and detected problem with my gameplay they had plenty of time to stop the game and resolve the issue while I was down with paying off the rest of the balance. Casino accepting player's losses but refusing to pay winnings is a clear cheat. I had numerous successful withdrawals from this casino by the way. The problem arose only with paying thw winnings not my deposit money (another evidence). casino refused any discussion after account ban - put it in line as well.

Worth to mention Curacao gambling law prevails over casino's T&C and it's a duty to pay off the balance. This case will be definitely escalated if not resolved.

Best regards

Hello playbj,

This case is still being discussed with the casino via email, and more time is required to bring the case to a conclusion. I will extend the timer accordingly.

Kind regards,

Adam

Dear Adam,

We have replied to your email. Please check your inbox for our reply when you get a chance.

With respect,

The Trustdice.win Team

Hello playbj,

I have reviewed this complaint and the evidence provided once more, and as mentioned, we do not consider card counting to be unfair unless it is conducted with the aid of assistive software or collusion with other players. If the casino was accusing you of card counting only, we would suggest that your winnings be paid to you in full.

However, the evidence provided by the casino seems to support their claims that software has been used by you to assist you in this particular situation.

Please understand that we can only make a decision based upon the evidence we have, and so on this occasion the complaint will be rejected. I appreciate that this is not the outcome you were hoping for, and should you wish to escalate the matter you can submit a complaint to the casino's regulatory authority (Antillephone NV Curacao) via email (complaints@gaminglicences.com).

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam