TrustDice Casino - The player's account got blocked.

hi, disputed amount is about 0.07 btc. after i made withdraw casino asked selfie with passport and paper where write date and nickname, i did it, today i tryed to check account, it is blocked. casino ignored my emails. please review this situation

Hello sasa777nnk,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TrustDice Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino might block the access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

they asked proof of id, selfie with id and adress proof. All sent, but now i see that accounts is blocked. And they do not answer anything. That why i think this casino is scam.

Hello Nick,

Our Risk Management department has got back to us with the conclusion of their forensic analysis, which revealed clear signs of forged KYC documents.

Please advise.

Please advise? What document are fake, please explain

No answer on email. Tipical for scam casinos. Something are fake, but i think it is secret material.

this scam casino sent me 24.5 usd to wallet, not my winning 🙂

Dear TrustDice,

Could you please provide an evidence of your claim to nikolas.b@casino.guru?

Hi Nick,

Email sent.

I wait casino guru expert to review situation. I can easy approve that my documents are good.Casino want to steal my money

Casino Guru i can sent my document to you and you will review that document are real and valid. I wait for you review of this situation

i can approve that my passport is real. that i leave in Estonia. Receive salary from estonian company. have contract with estonian mobile provider. Just wait for casino guru reply about this situation

Good day. A am sorry, like i see week ago Tristdice sent "evidence" to casino guru team. DO you have some news about this complaint?

Hello sasa777nnk,

The casino has forwarded us an evidence based on an analysis which shows that the passport was edited. Could you please forward the photo of your passport to nikolas.b@casino.guru? (Please send a different one, not the same as to the casino)

Passport was not edited, selfie photo was not edited. This is such a fictitious reason not to pay money, why do I even have to edit my personal document when I take a selfie? Casino can not present real evidence of it. I send you photos of passport and video where you can see that passport is real, can not be another. If casino guru it is not enought with photos of passport and video with it. If you want i can sent 40.4 mb version of video. I can sent a lot of photo where you can see documents with details from my passport. Bank statments, credit cards statment, mobile provider contract, bills, my car insurance.

Hello Nick,

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

Document provided for you, maked with iphone camera and do not edited. And for what reason to edit documents photo? Still ignore this question and say that i edited photos (edited for fun, without any reason)

I provided same document for casino guru and for TrustDice casino. But casino want to see fact which they created. I have real document and do not have any reason to edit any photo. TrustDice should be recognized as scammers who are trying to blame the player for gaining benefits and not paying winnings.

Hello sasa777nnk,

Your complaint will be now forwarded to my colleague Andrej (andrej.p@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sasa777nnk,

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

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 provided documents, 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 sasa777nnk to either expressly confirm or disprove these suspicions.

Hi, yes, i agree for video verification, it is not problem for me. When and how we can make it, i wait for details.

Casino Guru thank you for help.

I think that we should immediately indicate the requirements of trustdice for this procedure, how they want this verification to pass, what language we can speak, or they just want to see my document. Since this casino uses fraudulent schemes to refuse to pay winnings, I think we will see a similar scheme again, and they can come up with some other reasons for not paying out. That is why I believe that it is necessary to designate a plan for such verification.

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

I write email to notars. But we need to understand that notars can make notarised copy of my passport. It is okay for you?

Hi Everyone,

We would need an "Apostille Number" upon the player's completion of this process. This will allow us to retrieve a notarised copy from this official source.

A step by step guide to this service can be found here. https://www.latvijasnotars.lv/pages/conditions-to-receive-notarial-services-online

It is impossible to make Apostille Number for PASSPORT. that why i asked you, and said that possible to make notorised copy of passport.

You can ask this, call to everyone notarius from your site (https://www.latvijasnotars.lv/) , or check or goverment site, Likumi.lv (likums in english is law) : https://m.likumi.lv/ta/id/155411-dokumentu-legalizacijas-likums check 7 points of law.

7.pants.  Aizliegts legalizēt šādus Latvijā izsniegtus publiskus dokumentus:

4) personu apliecinošu dokumentu atvasinājumus un tulkojumus.

You can use google translate to translate from latvian, to understand that can not make what you asked

Hi,

Please kindly note we will only accept a notarized document verifiable through the official Latvijas Notars verify service ( https://www.latvijasnotars.lv/apostille/verify ) or can be confirmed by one of the sworn notaries him/herself. For the later option, he/she should be someone on this list https://www.latvijasnotars.lv/notaries_map

Otherwise, we won't have a way to verify that the certification you provide is actually from Latvijas Notars.

In addition, we are not sure what you are trying to say with the quoted law clause. We used Google Translate and this is what we got:

"Article 7. It is forbidden to legalize the following public documents issued in Latvia: 4) derivatives and translations of identity documents."

It does not forbid notarisation of your passport. In fact, the service is currently being provided by Latvijas Notars (https://www.latvijasnotars.lv/services/11).

Thank you.

I wrote that can not to make appostile for passport, and wrote law point about this. You again write about appostile. I know that you are scam casino and you know it. So you only try to find way what i can not make to approve my real documents.

If i will make notarised copy of my passport you can not check it information online, i can only make photo of it.. I already asked you, do you approve it, you still ignoring this. I understand that you only want to find any reason to steal money. You want to show that I refused to do something.

Casino guru please, the scam casino want to make sense that i do not want to make something. But make appostile to passport are impossible. You can call to everyone from site https://www.latvijasnotars.lv/ and ask with phone.

Passport is not document for appostille service:

http://apostille.lv/apostille-en

What is Apostille (legalisation)?

To Apostille (legalisation) is to perform an authentication

of a signature and seal of the official having the power of signature.

It is necessary to Apostille (legalisation) documents issued in one country

in order for them to gain legal power in another country.

An Apostille is placed only on the official documents

issued by the State authorities in the relevant country.

The document will be considered as having a legal power

only once the Apostille is placed on it.

I can go and make copy of passport with notarius from this list. Then i can make photo of this document. I ask you again, do you accept it?

I will need to make an appointment with this notary, I called and the next dates are mid-April. Plus, I have to go to Riga, I now live in Estonia.

I wait for you reply

Hi Andrej,

We are sorry to see that the player is openly lying now. We would appreciate your advice in how to deal with this situation.

It's been clearly stated by the official guide that the appointments are online. Please see the screenshot below.

Source: https://www.latvijasnotars.lv/pages/conditions-to-receive-notarial-services-online

Yet, he falsely claims "I have to go to Riga, I now live in Estonia." This is a blatant lie, because the appointments are online. He can perfectly complete the process remotely according to the official guide, and he is claiming he can't.

-----------------------------------------------

Please kindly note we will only accept a notarized document verifiable through the official Latvijas Notars verify service ( https://www.latvijasnotars.lv/apostille/verify ) or if it can be confirmed by one of the sworn notaries him/herself. For the later option, he/she should be someone on this list https://www.latvijasnotars.lv/notaries_map

Otherwise, we won't have a way to verify that the certification the player provides is actually from Latvijas Notars.

Thank you.

I am not lying. Everyone can call to notarius from list, and ask, are possible to make appostile to passport. and everyone notarius will say, NO IT IS IMPOSSIBLE TO DO IT FOR PASSPORT.

Ofc course i can make conference with notarius, but with what reason, what i need to do with this conference? Make appostile to passport are impossible, i writed it about 5 times. I everyone can check it by calling to phone of choosen notarius. Are you called? ( i know you will ignore this message) Still try to confuse the situation!

I think the situation are resolved by Casino Guru like unreselved, and now you sit with BAD REPUTATION and i think this is okay, You are scam casino, at only want to show that i have some problems to do something. But you only want to confuse the situation. You only write that i liying, or that i can not do something. But you do not called to notarius. Do not want to make video verification ( ofc, video verification you will see my passport as real document, but you do not want to see it). When i say that i can make notarised copy of passport you also ignore.

I hope casino guru will review this "chat" here. And make theirs solution

Appostile numbere can be given only for document whic hare approved by signature or seal. Passport and id can not be appostilesed. You can call to everyone notarius in latvian and ask this.

Scam casino TrustDice still ignore this.

Here is cleary visible asnwer from one of notars from site latvijasnotars. You can translate and understand again that appostille can not make for identical documents.

Hi Andrej,

The player keeps saying Appostile Number and repeating it over and over again to stall the process. This is utterly absurd because we have made it very clear and stated it for 2 times already, that we are not strictly requiring an Appoltile Number as long as it can be verified officially:

Please kindly note we will only accept a notarized document verifiable through the official Latvijas Notars verify service ( https://www.latvijasnotars.lv/apostille/verify ) or if it can be confirmed by one of the sworn notaries him/herself. For the later option, he/she should be someone on this list https://www.latvijasnotars.lv/notaries_map

Otherwise, we won't have a way to verify that the certification the player provides is actually from Latvijas Notars.

(So, yes, this is the 3rd time we are stressing this.)

Verifiable notarization is more than necessary here. There is no other way we can be certain the passport itself is not a forgery since you guys also lack the means to confirm the legitimacy of the document. Fake documents are pretty prevalent on dark web and black market, after all.

Now, the player wants us to accept a photo of "notarized" passport directly provided by him. This is completely unacceptable because everyone can purchase such a "photo" from some Photoshop expert.

Latvian passport forgery is, unfortunately, widely available in this regard:

https://verdoc.to/product/latvia-passport/

https://passport-cloud.net/items/133

They can make Donald Trump a Latvian "citizen" overnight.

I look forward to hearing your advise.

Thank you.

TrustDice team

Documents like passport or id card can not be verified with appostile. You sent link to appostile verification.

2nd way "if it can be confirmed by one of the sworn notaries him/herself. For the later option" How you think, i need to make video with notarius? Because you say that every photo may be created.

I found what i can do.

Man from bitcointalk with nickname Poika5 help me.

i can make appostile for my passport details (https://www.pmlp.gov.lv/en/statement-about-individual-himselfherself-or-another-person) . Do you approve it for verification?

Hi Player,

As mentioned for 3 times already, we will accept it as long as it can be officially verified by Latvijas Notars website or personnel that the certification is real.

Okay, so now i will try to make appostile for my passport details, where you will see that all data provided in my photo are same like in document which will be appostile.

Dear all,

Thank you for your replies.

Dear sasa777nnk,

Before we dig into this deeper, could you please advise if you have tried inquiring the representatives of Latvijas Notars about the possibility to provide a confirmation of the validity of your passport without the need to visit their office in person?

Hi, yes i contancted with notarius from Latvia, and asked. But answer is that passport can not be made for approstile. I received help from Poika5 from bitcointalks forum. And already made appsotile fot my passport details. Which i will copy here.

Now casino can try to make new "facts" and say something more about black market and about Donald Trump.

you can check qr code or link, to see that document are appostiled

In fact, after I was banned with a fake reason, it was already clear to me that this was some kind of fraudulent office, now it has been proven, when I provided what was required, they are just ignored situation. Trying to find another fake reason..

Hello everyone,

We are glad that the player has provided an official verification by Latvijas Notars.

Our Risk Management department will be in touch with the player for the further steps.

Thank you.

TrustDice Team

Thank you, sasa777nnk, for your cooperation.

And thank you, TrustDice Casino, for the update. I’m setting the timer for 7 days. We’ll wait for further updates from your side.

Casino do not contacted me.

After i provided notarised documents and no other problems with my accounts. So no reason to do not withdraw. But my account still blocked at casino site and money are not withdrawed.

Scam casino

Hi Andrej,

Just to let you know a video verification call has been arranged with this player.

TrustDice Team

Some time ago casino said that video verification are bad. Now trying to find any reason that ask video verification.

Thank you, TrustDice Casino team, for the update.

Dear sasa777nnk,

Notwithstanding the circumstances, I strongly recommend complying with this request and following the given instructions. Please understand that video verification is usually only conducted in exceptional cases, but to put it simply, the casino has every right to choose such a method as part of the verification process.

I hope for your understanding in this regard.

I’m setting the timer for 7 days. Please keep us posted on any updates.

today at 16 00 we will have video verification. okay, my smile

video verification was passed

Hi Andrej,

During the video call, the attendee claimed now he doesn't have the passport certified by Latvijas Notars with him and failed to present that passport. 

So I am afraid we can't establish a direct relationship between the attendee and the passport certified by Latvijas Notars. Since the certified passport is absent in the video call, we can't rule out the possibility that it was another person's passport certified and given to the attendee or/and TrustDice account holder for this ticket.

As a result, we have to consider this video verification as having failed. The recording of this video call has been sent over to you via email. 

Also note, the Latvijas Notars certification papers do not have a person's photo on it. So here we can't rule out the possibility that the certified passport belongs to another person, other than the attendee, and that the photo there is an entirely different person, not this attendee. On this, we have a specific suspicion and we have sent the details to your email. 

Thank you

TrustDice Team

Before call you do not said that i need to have passport.

make new call and can bring notarised documents and my passport.

Haha, still waste and confuse situation. What a scam casino

You do not asked to have passport.

But everyone here know that you are scam casino and only try to find fake reason.

Make new call and said, what i need to take to this "verification". and i will have it.

I presented passport, id with passport. then notarised document.

But you still try to find some fake reason do not pay. Of course , scam is scam

Few time before scam casino sent link to blackmarket saying some fantasties about Donald Trump is latvian resident and another insane trash.

I wait for casino guru review of this

Few time before casino said that video verification with passport and nothing, because price of passport are 100 usd. What a trash. Then i provided Notarised document, which confirm my passport. but scam casino "find" another fake reason to confuse situation

Hi Player,

Could you give us a plausible explanation why you did not have your passport with you during the verification call?

Thank you.

For video call you do not asking something. I do not know that i need to have passport and adress proof. If you need it, why not to write BEFORE call? i know answer, and it is, you want to confuse situation and waste time, BADD REPUTATION CASINO

Thank you, TrustDice Casino team, for providing all relevant evidence.

sasa777nnk, we understand that you might not have been aware that showing the documents in question on camera might be necessary, but at the same time, we understand the casino’s point of view. Considering the circumstances, having the documentation in question, especially your passport with the certification from Latvijas Notars, ready for the verification call was kind of a given.

Notwithstanding, we would like to ask TrustDice Casino team if scheduling another video verification call to rule out the remaining suspicions is a possibility in this case.

I’m setting the timer for 7 days.

Yes, of course, i can show my passport in video call. Just need to make new video call.

Hi Andrej,

Just to let you know a new video call has been scheduled.

Thank you.

TrustDice Team

A lot of times, i said. I can not make "Latvian Passport with the certification from Latvijas Notars" ,like you asked in email. I can show you document which are made by latvijas notars, and it this passport details approved by them, YOU ALREADY SAW LINK WITH IT. stop this fakes show.

I have passport, i have notarised details of passport. I will show it on you video verification. After that i wait for my withdraw. i do not want to waste time with fake scam casino

i provided passport photo, i provided notarised documents that passport details are approved. Casino Guru i hope you will stop this circus show. This casino only waste time

i am at video call, but do not see any personal from scam casino side

total fake procedure

This scam casino asked document, which can not be made in this reality.

Fake scam casino

Hello everyone,

We are glad that the player has finally provided us with adequate supporting evidence to rule out the suspicion of identify fraud.

Our Risk Management department will get in touch with the player for the reinstatement.

Best,

TrustDice Team

Only 2 months to get winnings from this site.

I do not recommend to play here!

Casino Guru, thanks, you made good job and i received money only with your provided help.

I am grateful that you are doing such a job. Thanks.

The complaint now are resolved after 2 months.

Thank you all for the updates and for your cooperation. We’re glad to hear that the issue has been resolved successfully. I will now mark the complaint as 'Resolved' in our system.

sasa777nnk, please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Andrej, Casino Guru