TrustDice Casino - Player’s withdrawal has been voided.

Waiting for two weeks ++ for being reviewed.

Then the status change "Confiscated."

Hello,

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. Could you please confirm that your account has been fully verified in the past? Have you accumulated your winnings with or without an active bonus? Have you withdrawn any funds from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Fully verif account.

accumulated winnings, wd stated 2x, in 2nd wd they said i have to deposit equivalent to 0.0005btc with wager 1x i've done all that. after that I made a withdrawal of ¥ 52,000. they said in the chat there was a bug in the game I played, the truth is I didn't know that the game had a bug ... I just played win and lose. I tried to tell them that it was the responsibility of the game organizer, after that my WD that I waited for more than 2 weeks to be reviewed had changed its status to be confiscated without clarity, not even an email came in, I tried to complain to support via chat, but the answer was what they gave did not solve the problem that I was experiencing.

screenshot evidence.

Sorry im not good at english.

Thank you, 52k, for your reply. Could you please advise if you have received any official statement from the casino or the live chat communication is the only time when the system malfunctioning has been suggested?

Official statement just in live chat/support contact.

I only complained via chat, because that's the only contact I know, they didn't even give any news via email, about the status change, wd schedule, or even the status change was confiscated. that's why I am annoyed, without email notification, when I opened my account the status changed without clarity and even they just told me when I asked them why my money couldn't be cashed / waited longer than usual.

when I wd the first time they notified me via live chat support, when notifying for a certain amount of deposit to make a withdrawal. that's why I'm trying to communicate with them via chat support too.

Thank you very much, 52k, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello 52k.

I am sorry to hear about your troubles.

Unfortunatelly, if there was an error/bug in the game, the casino has a right to void the winnings. However, they should return your deposits. Did you receive the deposits back?

From casino T&C's:

12.3 You understand and acknowledge that, if there is a malfunction in a Game or its interoperability, any bets made during such a malfunction shall be void. Funds obtained from a malfunctioning Game shall be considered void, as well as any subsequent game rounds with said funds, regardless of what Games are played using such funds.

I didn't receive any my deposits.

And i win in some other game too which no bug how about that?

52k yen is total my winnings of all my games.

I would like to invite the casino representative into the case.

Please could you explain what exactly happened? Could you please explain why the casino voided all the 52k's balance?

At that time my overall balance was 62,000 yen, and I withdrew my 52,000 yen, and waited a long week without any news, I asked the chat support, she said wait next week they will confirm to me, but after next week they don't give a clear response, the chat support is still waiting for the department to confirm my withdrawal. after that without email or chat they changed the status "being reviewed" to "confiscated" on my withdrawal status, when I asked them to explain there was a game bug 1.5 ¥ = 1 ¥, just that one game, I played not only one game and My Winnings was not only in one game but they confiscated all withdrawals and even wanted to close my account on the grounds that when the bug was fixed the money and my account would be returned.

Dear user,

Please kindly notice that our security team detected that you created multi-accounts to abuse a system malfunction (game bug), which violates the terms 3.2 & 9.3 & 12.3( https://trustdice.win/terms ):

"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 maybe 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 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." 

" 9.3 In the event of a Casino system malfunction all wagers are void. "

"12.3 You understand and acknowledge that, if there is a malfunction in a Game or its interoperability, any bets made during such a malfunction shall be void. Funds obtained from a malfunctioning Game shall be considered void, as well as any subsequent game rounds with said funds, regardless of what Games are played using such funds."

If you have any other questions, please contact our customer service team online. 

With Respect,

TrustDice Team

What a jokes, i'm done with this shit

Dear casino representative, could you please send me the relevant evidence to matej@casino.guru?

Dear Matej,

We want to inform you that evidence regarding the aforementioned T&S violations has been sent to you via email. These proofs strongly indicate the said user has conducted duplicate accounts and has profited from a malfunctioning game. Both are clearly defined as violations in our T&S.

Please do not hesitate to contact us if you require further information.

Best,

TrustDice Team

Hello 52k.

I am still in communication with the casino. 

So far, it is clear that there was a bug in the system, and because of that, the winnings should be void.

(Regarding the returning the deposits) We are still talking about other evidence, which is so far not sufficient.

I am sorry that it takes so long. It is a complex process.

Hello 52k.

After I exchanged a couple of emails with a casino, it is clear that there was a bug in the game you played.

In such circumstances, the winnings are void, and the casino should return you the deposits.

Because more players played on this game using the same bug, the casino is still doing some checks.

I will let you know if I get any news.

52k, could you please cooperate with a casino and do a KYC. Otherwise, they will not return to you the deposits.

Dear 52k,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

TrustDice Team, can you please confirm that you received all the necessary documents from 52k?

Hello,

After receiving the KYC documents from the said user, we have lifted the ban and restored the account's access to our platform.

Meanwhile, it is worth noting that the said user has used up most of his/her original deposits in other games. For this, we have sent you an email with the user's transaction records. 

It appears all of his/her current balance comes from our Dividends and Faucet program where we give out cryptos for free and allow users to mine with them collecting dividends. Therefore the user can freely operate with his/her current balance in line with our T&S, including Faucet and Dividends/Mining T&S. 

Regards,

TrustDice Team

Thanks for the clarification.

If the 52k doesn't want to add something more, I will close the complaint as solved after the timer pass.

Because of all the above and because 52k didn't respond to my last post, we are closing this case as solved.