TrustDice Casino - Player's withdrawal is being delayed after verification.

Hello dear casino guru

Recently i deposited 100$ (0.055 ETH )in trust dice website.I won some sports bets and play d dice and managed to turn my funds into 0.21 ETH.I submitted a request for withdrawal but my withdraw was declined after a long waiting time.First i was asked to go to a link and take a selfie and a picture of my passport.I submitted my data and it was approved.Then i was asked to participate in a video call.Which i did and acted completely based on the instructions.After all this effort i have not received any reply from their the emails in 3 days.Thank you in advance for helping me

Dear Mazbaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you give the casino a few more days to review the call and other documents. I will leave this complaint opened and if there is no development within the next 7 days, please let us know and we will intervene.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Mazbaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Mazbaz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Mazbaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions again. Consequently, we are unable to investigate further and have no choice but to reject this complaint.