TrustDice Casino - Player's winnings have been confiscated due to bonus limit.

i received some bonus spins which I’ve played, won a little in BTC (-$40 CAD)

then I had to wager the BTC (which I successfully did) using my own BTC and the bonus BTC, playing various games.

whole playing "Richy Pig" by Belatra gaming. I won a Nice sizeable chunk, it being (see screenshots attached) around 1060 CAD in the form of BTC.

Heres the problem. After getting the url to brag to some people and all that fun stuff. I finish wagering my bonus amount (around -40 CAD) and suddenly my winnings are confiscated. I’m literally left with $40 CAD in BTC in my account.

So the issue is this. They tell me there’s a max win on the bonus. Totally get it. I think it was $100.

Now that max win applies to the bonus, meaning if I won $1000 while playing the free spins. After the free spins I would only have $100 left as bonus funds and they would have to be wagered.

But I won that large amount while playing normally and wagering that bonus money with my own money…

sooooo from what I’ve been told. Is basically nope. I didn’t win that because there’s a max win here.

but the win is from a totally diff game not even associated with free spins or anything bonus.

the agents of this casino do not understand the logic here.

*** For some reason your system here won’t allow me to upload the screenshots and conversation I’m having with the casino ***

*** will provide everything as soon as casinoguru replies to me.

Dear oskarzbroja,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

You can submit the screenshots now, or if you are struggling to submit them please forward them to my email at tomas@casino.guru

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you deposited after you completed the free rounds you received as a bonus, but before the wagering of the bonus winnings was completed?
• How much did you deposit in addition to the $40 CAD that was on your account at that point?
• If I made wrong assumptions about the situation, don't hesitate to correct me.

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

Hey Tomas,

Thank you for your response. 

Pics are attached. I got nothing to hide.

So to answer your questions:

Do I understand correctly you deposited after you completed the free rounds you received as a bonus, but before the wagering of the bonus winnings was completed?

No, I had deposited prior to even starting this bonus and had some funds in the form of BTC AND ETH on my account. These free spins were given to me outta the blue on "Gates of Olympus" by pragmatic play. They were communicated to me by email. Which I still have and can give you the email. 

How much did you deposit in addition to the $40 CAD that was on your account at that point?

In two separate occasions I deposited ETH in December 2023, totalling approx 0.04 ETH

In addition I have also deposited BTC in December a few times before this. 

Amount of BTC totalling 0.001236 as the last deposit. 

There are missing transactions in the form of USDT that I have deposited also. I’d have to check my wallet because I’m pretty sure there is more ETH and BTC that seems to be missing as well. In terms of record keeping. 

* from what I understand, Trustdice does not record the transactions when a bonus is applied to a deposit for some reason 🤷🏼‍♂️

If I made wrong assumptions about the situation, don't hesitate to correct me.

I don’t think you made the wrong assumption but let me break this down so we’re on the same page. Just in case 🤷🏼‍♂️

1 - email received for free spins from casino with promo code

2 - promo code entered. Free spins no deposit bonus on game "GATES OF OLYMPUS" played 

3 - Win $40 approx in BTC from Free spins ( WINNINGS CAPPED AT $100 MAX WIN ) 

4 - played various games, wagering bonus requirements on many diff games by many diff game providers using my own BTC and bonus BTC was available for use as well. 

5 - On game "Richy Hog" win approx $1060 in BTC / provided with a bragging URL to share with friends or family or to post somewhere. 

6 - while playing "Aztec *****" by pragmatic play, I don’t recall the exact game name. 

WAGERING IS COMPLETE AND Account balance drops to $40.00

7- inquired about bonus, explained as did here to you. More or less ignored. 

In a nutshell. Bonus FS were given with a max win of $100 and wagering requirements on game "gates of Olympus"

After FS we’re played. Total $40 in BTC STEMMING FROM free spins wins was credited to account as casino bonus. 

Using real funds playing various games, wagering was completed and the 1060$ was confiscated at time of wagering being complete. 

My complaint basically is that the $1060 was won with real funds, which also at the time I was wagering a bonus while winning this $1060. 

The FS = $40 win (max win $100) absolutely should have nothing to do with whatever happened afterwards in terms of wins stemming from real funds or even bonus funds. 

The 1060$ BTC = won while playing a game by a diff provider with real funds and wagering FS bonus. Shouldn’t be confiscated because it’s a win with real money. 

In the simplest of terms: If you are wagering a bonus at TRUSTDICE, and win a jackpot or substantial amount, it will get confiscated because your BONUS has a max win ? But the bonus is it’s own element in on itself, not dictate your real money funds wins.

The FS MAX WIN - should only apply to the actual WINNINGS OF THE FS…. Not to anything afterwards. That’s just ridiculous. 

If you check out the correspondence between myself and the trustdice agent… you’ll see that she condradicts herself. 

She blantadly tells me " The winnings from free spins are capped at 0.001 BTC" which is exactly my Friggen point. Damn it’s al frustrating. Because the winnings on richi hog were not free spins or have anything to do with a bonus. 

Thank you very much, oskarzbroja, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 shortly.  

Hello there,

Thank you oskarzbroja for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrustDice Casino for their help in resolving this complaint. We would like to ask for an explanation as to why was the player's winnings capped and what can be done to help resolve this issue.

Thank you!

Thanks Tomas and Hello Peter.

Welcome to my Alice of crappy situations. Hopefully and I’m assuming you’re all up to speed on this disappointing situation.

I do however have faith in that the casino will come through and see the error here and fulfill what is mine and mine alone.

Anyways, thanks casino guru and its agents for taking the time to deal with this situation.

Dear Ozmandus,

Thank you for sharing your experience, and we appreciate your feedback. 

Allow us to address the concerns you've raised regarding your recent gameplay with regards to the bonus received.

Re: Free spins Bonus code: "VALUED_CUSTOMER_FS_00020" , Bonus code title: "Free Spin Time!"

We understand your frustration, and we'd like to clarify a few points:

We have reviewed your gameplay and we can confirm that your winnings of 0.01778700 BTC on Richy Hog at 2024-01-02 22:57:01 GMT (See screenshot 1 - winnings are shown in the rightmost column)  was won while playing with the free spins bonus "Free Spin Time!" (received prior on 2024-01-02 20:09 GMT - see screenshot 2). 

Screenshot 1:

Screenshot 2:

The free spins winnings were only credited to the main balance about 30 minutes after this win on 2024-01-02 23:27:52 GMT, but not before being limited to the max win of the free spin bonus terms. (screenshot 3)

Screenshot 3:

Which means before this, you were still playing with the bonus free spins  and thus these winnings were not made during normal gameplay as you have previously mentioned.

Your winnings were accrued while this bonus was active on your account, and therefore, is subject to the terms and conditions of that specific bonus. 

The maximum win amount for this bonus was set at 0.001 BTC ($55 CAD), not $100 as you mentioned.

Consequently, your winnings were correctly limited to the maximum win amount as outlined in the bonus terms. 

We do apologize for any inconvenience caused here. 

It is important to note that when a player has an active bonus, both real money and bonus funds contribute towards meeting the wagering requirements. Whether you used real money or bonus money for bets during the wagering period, both types of funds contribute towards wagering.

We appreciate your understanding, and if you have any further questions or concerns, please don't hesitate to reach out to us.

With respect,

The Trust Dice Team

This isn’t right… many key factors and key components you have mentioned make zero sense.

1. First of all, I agree max win was 0.001 BTC, since I made a mistake in thinking that was $100 CAD I apologize but in this case it is irrelevant. Because during the free spins I won approx $40 CAD in BTC
2. Now you mentioned I played with the free spin time bonus. This bonus comprised of 20 or 25 spins on the game "gates of Olympus"by pragmatic play; and only that game. So don’t get it twisted, playing any other game has zero to do with your bonus.
3. Thirdly, the winnings from these free spins on "gates of Olympus" were credited 30 mins after my gameplay on "Richie hog" as per your own statement. Which was about $40 CAD in BTC were now "credited / withdrawable" because WAGERING was completed.
4. Any gameplay outside of the actual FREE SPINS on GATES OF OLYMPUS…. Is technically real gameplay! While wagering the winnings from this bonus, that is also REAL PLAY.

TRUSTDICE…. This is my ultimate question and help me understand this hegemony of conflicted twisty ness you’re trying to impose here. And trust me it’s making me sick and frustrated with how you’re going about this. But do help me understand this:

• Lets say I won max win of $55 on gates of Olympus with the 25 free spins…
• next playing various games while wagering these winnings which are mixed in with real funds.
• i hit a major jackpot playing some random game by no name provider resulting in a win of let’s say $30000
• then 30 mins later playing some random game the wagering of the free spins winnings is now complete. The balance on my account would be reduced to $55 ???
• If you’re telling me that the $30000 jackpot won earlier is going to be confiscated ? Because I am wagering a bonus?
• if confiscated, how do you justify the game play outside of the actual free spins played on gates of Olympus as playing within the confines of the bonus when the free spins and winnings have already been completed ?

so if the $30000 jackpot as mentioned above in my example is not confiscated, then switch the jackpot win with my 0.018 BTC win and the situation is exactly the same and circumstances have not changed

therefore I conclude that you are wrong and that my win is my win. It has nothing in common with the free spins bonus and it’s max win during the free spins.

To add to this conclusion, I have an observation.

• Trustdice casino here by your own words and examples given. ANY winnings performed during WAGERING or perhaps even having a BONUS active on your account, wether your using funds you deposited or funds you won from a bonus; ALL WINS REGARDLESS OF ANY AMOUNT WILL BE COBFISCATED AND REDUCED TO THE MAX WIN AMOUNT OF THE BONUS ON YOUR ACCOUNT.
• Undortunetly I believe that is unfair,unjustified, and totally ridicoulus.

To put more perspective on this BS…

• I walk into a real casino, the doorman hands me a ticket 🎟️ "25 free spins, MAX WIN $55"
• I play the ticket and win $55
• Must wager $55 x10
• I play other slots for hours, pull out $$ from my pockets.
• While wagering and playing I win jackpot of $1000
• Balance = $1255 continue playing and now wagering completed
• NEW Balance = $55 after group of big hairy men packing pistols surround you and take your winnings, leave you with $55 and spit in your face

If you don’t actually get my point here, then I’ll draw it for you next

• first paragraph I agree with.
• second paragraph, your agent says winnings are capped at 0.001 ($55$) BTC, even if I won more than that. Well I won less than that approx $40 BTC
• gameplay afterwards winning the $40 is not bonus gameplay anymore. It’s real gameplay and also wagering is being done along with the real gameplay.

• winnings are capped at 0.001 BTC. "Because that is what is set on your free spins" your Agent says it best, the winnings are capped on my free spins
• explain to me how any winnings outside of those FREE SPINS, are still considered winnings from FREE SPINS??? Read it again

• And your agent says it even better this time around. This is not hard to understand, it’s that simple, read it again and marvel at the simplicity.
• as per her own words. THE MAX WIN I CAN RECEIVE OF THE FREE SPINS OS 0.001 BTC
• well I won less than that from the free spins.
• so how does playing any other game afterwards considered "winnings from free spins" ???

seriously do I need to draw it out for you next trustdice?????

my regards

• Oskar

• thanks for confirming my win
• I still don’t think you understand…. The Free Spins were played on "gates of Olympus" with a max win of $55, which I won around $40 worth
• this gameplay was after the free spins were already played… outside of the free spins and bonus

• As per your own words. Real funds and bonus funds contribute towards wagering
• So basically if a player has a bonus active and is wagering that bonus. You can more or less kiss any major huge epic wins goodbye. Even when using your own funds ?
• thats actually very unfair, how am I supposed to Trust you now ? Trustdice?

Look, you can keep coming at me with this Nonesense, but you know I won that BTC fairly and squarely. Your free spins max win is set for the actual free spins and free spins winnings alone (your own agent says it best - scroll up see previous statement)

Anything outside of the bonus after the free spins are played shouldn’t be impacted by this, I don’t understand how you cannot see this and why you keep resisting crediting a player his winnings.

your own agent contradicted this whole BS, and even your reply contradicts it.

I don’t think you know or understand what "wagering" actually means.

Don’t worry, I will make sure you get well educated on this. And I shall receive my winnings, no doubts about that.

Hopefully this platform here gives us a good retrospective verdict, whatever the outcome, I know you know (trustdice) that you’re wrong and you will honour my payment.

So moving forward hopefully we can finally open your 👀 eyes and you smell the concrete, and clarity will follow. Only gains can be acquired from your mistake by actually honouring my winnings.

Do you actually want to lose the trust in Trucedice.win with such a small insignificant amount (to you), to me it means the world.

Hey Trustdice, why would anyone deposit anything, while wagering a bonus at your casino? If your winnings get confiscated at the time of your wagering being completed ?

makes zero sense, and also contradicts you not paying my winnings.

seriously what would be the point of this?

example:

I win $55 on free spins with $55 max win

While wagering I deposit $20

let’s say account balance is $100 (includes winnings)

wagering completed - new account balance now = $55

verdict: you just stole my $20 deposit and my winnings of $25 from me

• just like you stole my $1060 win from me

Thank you for the clarification TrustDice Casino representative. I would like to ask if it would be possible to provide the betting history of the player for further review to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

I trust this message finds you well.

We have forwarded the requested information over to you.

Thank you for your understanding and cooperation.

With respect,

The Trust Dice Compliance Team

Thank you for providing the information TrustDice Casino representative.

Dear oskarzbroja, I have reviewed your betting history provided by the casino and have found an explanation for the situation. I would like to bring your attention to the following rule from the casino's bonus terms and conditions:

7. When placing wagers in Casino and Live Casino games, if there are any remaining funds in the real money balance, available funds will be used before bonus funds are used.

With this in mind, I have found out that you have spent your real funds in the wagering of the free spins winnings before you won the bigger amount using bonus funds. I understand this isn't a satisfactory solution to your issue but it seems that everything has been processed according to the rules.

Tsk tsk Peter, 😞

It is with great regret that I must say that unfortunately; what you just said pertains to nothing of this situation.

And on a good note I must say that you have just flooded open the gates on to another key element in my complaint.

You above mentioned this rule:

" 7. When placing wagers in Casino and Live Casino games, if there are any remaining funds in the real money balance, available funds will be used before bonus funds are used. "

So let’s break this rule down, and it greatly plays in my favour I must say.

BASICALLY as I would understand the language here:

• Real money funds in your account are used first no matter what! When placing any wagers…
• Any available funds (Real) is used prior to Bonus funds.

I would have to say that you would agree with me that basically were talking about Real Play here.

One would understand that you’re in "REAL PLAY" mode while wagering your bonus winnings, otherwise why in the hell would anyone want their REAL funds be used up on some "WAGERING-Mode" so to speak that when completed - the process of wagering - you’re going to have your total balance reduced to a Max-Win that was supposed to be applied to the winnings of the actual free spins and not your total balance. - such frustrating BS

I say frustrating BS Peter because you seem to have lost the vision of what’s at stake here.

Bonus free spins claimed with a max Win

Free spins played and won a little less than max win

—————- THIS IS WHERE THE MAX-Win ends ————————-

wagering the winnings from the free spins using real and bonus funds. (REAL PLAY) - you can’t call this anything different, player is playing multiple different games from numerous game providers.

while playing and wagering - player wins wins substantial amount - from my vantage point and I don’t understand how you don’t see this…. This is all free play, the max-win ended when the free spins were finished - it doesn’t follow through to the process of wagering and that rule you put out, it doesn’t even mention anything about the max-win

I must say that it does help in determining that during wagering with real funds first it spells out that your in real play mode.

Heck even the agent on numerous occasions mentions that’s the MAX WIN pertains to the FREE SPINS WINNINGS….

Whatever I do with the winnings after the free spins are completed is not bonus play anymore. Not withdrawable until the wagering is completed, which is fine but winnings during wagering shouldn’t be capped by a max-win that pertains to a set of free spins only.

I swear i feel like I have to illustrate this BS….

One more item:

how come I cannot pull up my own history of play as you have been provided Peter on my own account @ the casino?

I would certainly like to review what your seeing? But that whole time period is missing / wiped on my account.

After the free spins are completed you receive winnings that fall under wagering requirements. You were not in real play at any point during this time as you still had to wager these bonus funds.

3. Winning from the free spins will be credited to your balance as bonus funds and will have a wagering requirement attached to it. You will need to fulfill the wagering requirement prior to asking for a withdrawal of those funds.

As mentioned before, during this wagering you have spent all your real funds and the resulting big win came from the bonus funds which are subjected to max win rules.

I understand your point of view and would like to provide you with more information, but I am not allowed to share any internal information shared by the casino. You will have to request the history yourself from the casino support.

As I have cleared up what has happened here I will now reject your complaint. I understand this isn't a satisfactory solution to your issue so if you wish I can point you where you can further escalate your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.