TrustDice Casino - Player's winnings were confiscated.

07 march: made deposit 0.0226 btc

07 march: made withdraw 0.22xx btc

07 march: casino asked for kyc

07 march: sent all documents

08 march: winning confiscated, after in live chat i asked reason: account closed

Do something if you can

Dear jJj666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

How long were you a player in the casino? Could you please confirm that you have passed the KYC verification? Do I understand you accumulated your winnings with an active bonus? Is your access to your casino account blocked?

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

Hello, my name is Evgeny. I played this casino first time and it was yesterday. Now i received email from this site. I will copy it. I can not understand what specifically from what is described is violated, i will copy it in the end. Now your questions. Yes i accumulated my winnings from my deposit 0.0226 and same amount bonus 0.0226. Yes, my access was blocked today, after in chat i asked reason of money confiscation, after 10 minutes waiting in chat i was blocked. Now email:

Dear jurlei62,

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

3.9 We have the right to carry out "KYC" (Know Your Customer) verification procedures and access to your Member Account may be blocked or closed if we determine that you have supplied false or misleading information.

4.6 It’s the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

10.1 Trustdice.win reserves the right to cancel any promotion, bonus or bonus program (including, but not limited to deposit bonuses, reload bonuses and loyalty programs) with immediate effect if we believe the bonus has been set up incorrectly, is being abused, has not been used within 30 days from receiving it on your account, and if said bonus has been paid out, we reserve the right to decline any withdrawal request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely by Trustdice.win.

10.3 Where any term of the offer or promotion is breached or there is any evidence of a series of bets placed by a customer or group of customers, which due to a deposit bonus, enhanced payments, free bets, risk free bets or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, Trustdice.win reserves the right to reclaim the bonus element of such offers and in their absolute discretion either settle bets at the correct odds, void the free bet bonus and risk free bets or void any bet funded by the deposit bonus. In addition, Trustdice.win reserves the right to levy an administration charge on the customer up to the value of the deposit bonus, free bet bonus, risk free bet or additional payment to cover administrative costs. We further reserve the right to ask any customer to provide sufficient documentation for us to be satisfied in our absolute discretion as to the customer’s identity prior to us crediting any bonus, free bet, risk free bet or offer to their account.

13.1. If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, 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.

With respect,

Compliance team

Hello Tomas,

Our Risk Management department has got back to us with the conclusion of their forensic analysis, which revealed clear signs of forged KYC documents. If you permit, we'd love to send you our analysis.

Please advise.

Thanks to both parties for the reply.

Dear TrustDice Casino representative,

Please forward the evidence to my email at tomas@casino.guru

Much appreciated!

Hi Tomas,

Email sent. Please check.

Thank you.

Thank you very much, jJj666, for providing the information.

I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

This is 100 % fake reason to do not pay winning. I can approve that i have qoverment issued documents. Casino Guru i hope you will investigate this fake reason.

Dear jJj666,

From now on, I’ll be taking care of your complaint.

To proceed with the investigation, I’d like to kindly ask you to provide us with the exact documentation you’ve sent to the casino as part of the KYC process. You were asked to provide a photo of you holding your passport and a handwritten note with your username and the current date on it. Please recreate this photo and send it, along with the previously mentioned information, to andrej.p@casino.guru.

Thank you in advance.

I received and understand information. I will sent it after 5-6 minutes. Now i will make photo, if you need something more i can make few photos or something like this, message me if need something more. I only do not understand i nned nickname on this site or on casino, i writed nick on casino guru.

I sent selfie like you asked, waiting for your reply!

Hi Andrej,

From the way he put it ("Now i will make photo" " i can make few photos or something like this"), it seems the player have provided you with new files different from what he provided us.

To avoid any confusion, here I am attaching the the original files he sent to us as part of the KYC process. These are the files that we consider forgery and explanations have been sent to you.

Thank you.

TrustDice Team

I do not understand what i need, And in email which i sent yesterday i provide new photo and all last photos.

Hello Andrej,

I'd like to highlight that the act of providing fraudulent documents itself violates our T&C. Any documents the player later provides, regardless of their legitimacy, will not change this violation.

3.9 We have the right to carry out "KYC" (Know Your Customer) verification procedures and access to your Member Account may be blocked or closed if you don’t complete KYC verification or we determine that you have supplied false or misleading information.

4.6 It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

If you have any questions about the evidence and analysis we provided, please feel free to let us know.

Thank you.

TrustDice Team

Thank you, jJj666 for providing the requested information via e-mail.

Dear TrustDice Casino team,

After reviewing the provided evidence and discussing the case internally, we understand that there are several factors that may serve as grounds for suspicion of the illegitimacy of the documents in question, however, we believe that given the circumstances, the verification procedure should not be concluded as unsuccessful.

Considering the found inconsistencies in the provided documents, we strongly suggest arranging a video verification call with jJj666 to either expressly confirm or disprove these suspicions.

Hi Andrej,

I spoke with our Risk Management department and they approved the idea of doing a video verification call.

In the meanwhile, could you share more details with us via email on the inconsistencies you discovered? Our Risk Management department say they would appreciate this so they know better what to look into.

Thank you.

TrustDice Team

How you want to make video call?

Hello Everyone,

Given that this includes verifying a government-issued document and that such verifying service is in fact being provided by the Latvian government itself, we would welcome it if the player could submit a verification by the official Latvian government service Latvijas Notars.

Since only the Latvian government has the authority to certify that a document is legitimate, we consider this to be an authoritative method of document verification. The player will receive an "Apostille Number" at the end of this process and with that, we will be able to access a notarized copy of his passport.

A step by step guide to this service can be found here.

Thank you,

TrustDice Team

No problem to do it. I wait for casino approve here that when i make it, i will receive my winning, but not the next step to get winning.

Thank you, TrustDice Casino team, for the reply. Please note that the explanation regarding the found inconsistencies was included in my following e-mail reply.

Dear jJj666,

Needless to say, I strongly recommend following the suggested instructions. Please understand that this might not be the only step necessary to resolve this situation, but if everything is in line, and you cooperate fully, this will surely bring you one step closer to your winnings.

Hoping for your understanding in this matter.

Please keep us posted on any updates.

My question about withdraw winnings after verification are ignored. When casino will confirm that after i will make appostie they will withdraw winnings, i immediatly will go to make it.

Hi Player,

Please be advised that validating the provided passport via Latvijas Notars does not constitute permission to withdraw your current balance. It helps us to confirm, through official source, that the provided passport, or disproves its legitimacy. Such request is supported by our T&C.

Subsequent to Latvijas Notars validation, your activities on our platform, including but not limited to your previous KYC provision, will still be subject to our investigations on the basis of our Terms & Conditions.

Thank you.

Dear jJj666,

As advised earlier, I strongly recommend you cooperate fully in this regard, follow the given instructions. As far as I’m aware, the amount in question is over 0.22 BTC. I truly believe that if you are certain that you played by the rules and there’s nothing to hide, the extra effort following through the process will take will be well worth it in the end.

Hoping for your understanding in this regard. I’m setting the timer for 7 days.

Hello Andrej, now i try to find how to do this. It is not so easy like wrote before this casino representative.

Strange that casino wrote that KYC passed are not the way to make withdraw. And you recommendations is to follow. But after i will make this notarised documents casino can sent like previosly a lot of "reasons" why they block me.

Hi Andrej,

We looked deeper into the behaviors of this player, and it has been brought to light now that he has conducted duplicate accounts. We have found overwhelming evidence, which has been sent to you via email.

Using duplicate accounts severely violates our T&C 3.2:

‘You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.’

Thank you,

TrustDice Team

Thank you, TrustDice Casino for providing the additional information and evidence via e-mail.

Needless to say, there’s no question about the fact that there is an irregular connection between jJj666’s gaming account and other gaming accounts. Before making any conclusions, could you please advise if, in addition to the found connections between the accounts, there is at least a suspicion that the player was involved in any strategies that could give them an unfair advantage?

Hi Andrej,

Thank you for bringing this up. We looked into it and have shared our findings with you via email.

TrustDice Team

Thank you, TrustDice Casino team, for your cooperation.

Dear jJj666,

Unfortunately, after a thorough review of all evidence provided by the casino team, and taking into consideration all relevant facts, we have to conclude that there are sufficient grounds to believe that you are in breach of the casino’s Terms and Conditions and that non-payment of your winnings is justified in this case.

Due to the aforementioned reason, this complaint will now be rejected.

I understand this is not the out outcome you were hoping for, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

If possible please provide, what points of terms are "breach"

Hi,

We confirm the player has violated multiple T&Cs:

3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

3.6 Trustdice.win prohibits player collusion and do not allow any kind of robots and programmed devices to participate in game play. Trustdice.win reserves the right to void any game play which results from the use of robots and/or programmed devices.

3.9 We have the right to carry out "KYC" (Know Your Customer) verification procedures and access to your Member Account may be blocked or closed if you don’t complete KYC verification or we determine that you have supplied false or misleading information.

4.6 It’s the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

8.1.6 You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. Trustdice.win hereby reserves the right to invalidate any wager in the event of such behaviour;

10.1 Trustdice.win reserves the right to cancel any promotion, bonus or bonus program (including, but not limited to deposit bonuses, reload bonuses and loyalty programs) with immediate effect if we believe the bonus has been set up incorrectly, is being abused, has not been used within 30 days from receiving it on your account, and if said bonus has been paid out, we reserve the right to decline any withdrawal request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely by Trustdice.win.

10.3 Where any term of the offer or promotion is breached or there is any evidence of a series of bets placed by a customer or group of customers, which due to a deposit bonus, enhanced payments, free bets, risk free bets or any other promotional offer results in guaranteed customer profits irrespective of the outcome, whether individually or as part of a group, Trustdice.win reserves the right to reclaim the bonus element of such offers and in their absolute discretion either settle bets at the correct odds, void the free bet bonus and risk free bets or void any bet funded by the deposit bonus. In addition, Trustdice.win reserves the right to levy an administration charge on the customer up to the value of the deposit bonus, free bet bonus, risk free bet or additional payment to cover administrative costs. We further reserve the right to ask any customer to provide sufficient documentation for us to be satisfied in our absolute discretion as to the customer's identity prior to us crediting any bonus, free bet, risk free bet or offer to their account.

10.6 Bonuses can only be received once per person/account, family, household, address, e-mail address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found.

Due to violations, his account has been banned and balance confiscated based on T&C 3.9, 4.6, 10.3 and 18.1.

18.1. Without restricting our ability to rely on other remedies that may be available to us, we may suspend and/or terminate your account, cancel any outstanding bets and/or confiscate any or all funds in your account at our absolute discretion if:

* We determine that you are using TrustDice.win in a manner that gives you an unfair advantage, including but not limited to player collusion, making bets on insight or professional knowledge about a sport gained via personal involvement or participation in the particular field of sport, or using the late bets strategy;

* We suspect that you have registered, manage or direct your betting activity on multiple user accounts in an attempt to hide your betting activity, bypass our set trading limits or violate any promotion Terms and Conditions;

TrustDice Team

I will not write about each point separately. Many of the points here are simply repeated, but differently worded forerunners. I will note only completely delusional 3.6.

One thing I have learned from all this is that if you, as a player, like me, took the welcome bonus, then you can be banned if you win.

Of course, I do not recommend this casino to anyone. The full story is described here.

I will also try to write to the regulator of this project, as this should be punishable.

Thank you, TrustDice Casino team, for the reply.

Dear jJj666,

I can confirm that the breach of the Terms and Conditions in question is in fact related to the indicated clauses.

If you’re not satisfied with our decision and truly believe that your complaint is justified (as you have already suggested), I recommend contacting the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is andrej.p@casino.guru.

As explained earlier, this complaint will now be closed as ‘Rejected’. I am sorry we could not be of more help on this occasion.