TrustDice Casino - Player’s withdrawal is delayed by high deposit requirement.

Hi,

I have deposited at trust dice before in order to unlock the slots. I was tipped 3 USDT and got that up to $33, went to withdraw and was told $44 CDN (0.0005 BTC) must be deposited to withdraw the first time? I have already deposited before (not that amount) and $44 is high for a first time withdrawal. What is the purpose of that deposit (it is not for verification). I thought that was a weird rule. A deposit to unlock slots and then another deposit to withdraw? Also, the deposit would be higher than the amount I am even withdrawing. They also ask that after you make that deposit, you wager it 5x before being able to withdraw. I have never heard of such a rule and I play at a ton of casinos. I would just like to receive the $33 I won and not lose a ton of money trying to withdraw that small amount.

Dear mmbrre,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you encountered while trying to withdraw your winnings from TrustDice.

To better understand your situation and assist you effectively, could you please provide us with the following additional details?

• Can you specify the dates when you received the 3 USDT tip and when you attempted to withdraw the $33 winnings?
• Could you clarify the exact requirements stated by TrustDice regarding the $44 CDN (0.0005 BTC) deposit needed for withdrawal? Is this requirement outlined in their terms and conditions or communicated to you separately?
• Have you previously made any deposits to TrustDice, and if so, how much were these deposits?
• Can you provide any documentation or screenshots of the communication where these withdrawal requirements were stated by TrustDice?

Additionally, please forward any relevant communication or documentation to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi,

I deposited $5.91 to unlock slots. I do not know when I received the tip, I just logged on this morning and it said I had received a 3 USDT tip from someone. It is in their terms and conditions. The depositing is one thing, but then to also have to wager it 5x is a lot of work for a withdrawal and $44 is quite high. I haven't even been able to use the site much because I had to deposit just to unlock slots to try out the site, hence why I never really played here. I tried to withdraw, then got the email saying to deposit 0.0005 BTC and wager it to withdraw. I spoke to customer support (same agent who emailed me after I tried to withdraw) and she said it is mandatory. I would like to just withdraw my $33 and then close my account.

This was her email to me:

Hello!

​

This is Karmen from TrustDice team.

​

I am here to let you know the reason why your withdrawal has been declined. According to our terms and conditions :

​

5.9 You need to make a deposit of at least 0.5 mBTC (0.0005 BTC) or other currency equivalents before you can make a withdrawal from any winnings you may receive.

5.10 In order to make a withdrawal, a player must wager at least 5x the 1st deposit amount from deposits.

​

Thank you for your understanding!

​

​https://trustdice.win/terms

Karmen

TrustDice

Hi mmbrre,

I understand that you mentioned in your first reply that a deposit is not required for verification, but I believe the opposite is true.

• Has your payment method been verified in the past?

Many casinos require a minimal real money deposit to verify the payment method. If your winnings were accumulated solely from a free bonus, you may be required to make a deposit. Additionally, the required 5x wagering for any real money deposit is not unusual and serves the casino's AML policies.

Yes, most casinos require you deposit like $10, and maybe $20 sometimes, to verify your payment, which I am fine doing. I have deposited LTC crypto before there. I do not know whether that was "verified".

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

Hello mmbrre,

I'm Michal, and I have taken over this complaint. I have reviewed your case and can you please confirm if you have deposited by the same payment method all the time? Did you request the withdrawal to the same wallet or a different one? Also, can you please elaborate on how did you get the 3 USDT "tip"?

I will contact the casino to shed more light on this matter.

We would like to invite TrustDice Casino to join the conversation.

Dear TrustDice Casino,

Can you please furnish us with more information on why was the player required to make another deposit?

The 3 USDT was tipped by a user. May have also been by the staff of TrustDice as I filled out a Google Form survey for TrustDice, not sure who sent it, just said a user (forgot their username) tipped you 3 USDT. I usually deposit LTC, but tried to withdraw USDT as there is no option to convert. That being said, even if I had deposited USDT, it is a still a rule to deposit the $44 CDN and it does not matter what crypto you use to deposit that amount. I also have had my account frozen while this complaint is active, so I cannot access my account to get more information for you, so I am just going off what I know/remember.

Dear Michal,

Thank you for reaching out. We appreciate the opportunity to clarify our policies and address your concerns.

Firstly, let me assure you that our policies are designed to maintain the integrity of our platform, ensure compliance with regulatory standards, and protect both the casino and our players from potential abuse.

As you have previously mentioned, some casinos set their minimum deposit amounts at $10 or $20. This is not uncommon; we have simply chosen to set ours at 0.5 mBTC.

Additionally, if a user attempts a withdrawal but has made deposits less than the minimum, we decline the withdrawal and ask the user to deposit at least up to the minimum amount and to wager those funds at least 5x. So that the user can be compliant with our Terms and Conditions:

5.9 You need to make a deposit of at least 0.5 mBTC (0.0005 BTC) or other currency equivalents before you can make a withdrawal from any winnings you may receive.

5.10 In order to make a withdrawal, a player must wager at least 5x the first deposit amount from deposits.

Please understand that the minimum deposit amount is established to ensure fairness for both the user and the casino. We must also set minimum thresholds to comply with global Anti-Money Laundering (AML) standards, which help prevent money laundering. 

Additionally, the user's winnings were solely derived from funds received as a tip from a third party. As a responsible casino, we cannot permit a user's first withdrawal, which is solely derived from third-party funds, without the necessary verifications. This includes making a minimum deposit of 0.0005 BTC and wagering those funds sufficiently.

Furthermore, it is important to note that the user agreed to our terms and conditions upon registration, which explicitly state these requirements.

We hope this brings clarity to the matter.

If there are any further questions or if you need additional assistance, please do not hesitate to reach out to our support team. We value your patronage and are here to help.

Best regards,

TrustDice.win Compliance Team

Thank you to TrustDice, that is a sufficient explanation for me and makes sense. I still think the deposit amount is high and do not like that you have to deposit to even try the casino and to withdraw, but I accept that explanation and will decide for myself whether it is worth it to me to make that deposit or not. I appreciate you taking the time to explain.

Thank you to Casino Guru (as always) as well.

Dear TrustDice Casino,

Thank you for your response and clear explanation of the situation.

Dear mmbrre,

I hope you now have a clearer grasp of the situation. While the decision on how to move forward is ultimately yours, it's important to note that the deposit requirement mentioned earlier is a common practice. Casinos have the authority to establish such rules and communicate them in their terms and conditions, as was done in this instance.

Can we consider your case sufficiently addressed and clarified, or do you need further assistance with anything else?

No, I have the clarification I need. Thank you for all of your help.

Dear mmbrre,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru