TrustDice Casino - The player's unable to self-exclude.

Hi,

I spoke with Trustdice live support on 11th February to explain I have a brain injury which makes me impulsive and it has caused me to make transactions I can't afford. I asked if they can refund my deposits and immediately close my account. The refunds were rejected but they did not close my account. After this they accepted a further 5 deposits from me. They gave still not closed my account to this day and I deem them liable for the further 5 crypto deposits after I requested the account to be closed. It states on there terms that I can speak to live support who can activate account closure but it was never done. They are trying to say that I should use the self exclusion tool but as a casino who promotes responsible Gambling they should closed my account when I requested the help.

I have attached the conversations, the terms and also the 5 deposits that were made after my conversation on 11th February.

To resolve this matter I would like the 5 deposits to be refunded please and my account to be closed immediately.

Thank you

Hello eatme84lee,

Thank you very much for submitting a 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.

Why didn't you follow the exact guide the casino gave you to self exclude yourself? Did you at least try to fill out the self exclusion form?

Unfortunately, based on all the screenshots your provided, it is clearly visible that the casino gave you a guide and links how to self-exclude yourself. I'm sorry for your health issues as well but it's not something what would prevent you to click on the link and fill out the self-exclusion form. Also self-exclusion is designed for players with gambling addiction and closing your account is something completely different.

If you did not mention any gambling addiction or tried to exclude yourself on the given link, there is nothing we can do, the casino was just following it's terms.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hi Nick,

When people have a medical issue it's a completely different scenario to a Gambling addiction. I explained this to them. If a customer contacts them directly to ask for them to close the account they should be able to do it, every Casino has the ability to do it. There terms do not state self exclusion, there terms state that live chat can activate it. So the terms are very misleading. As you mentioned self exclusion is for gambling addiction but my issue is something completely different. I have a brain injury from a car crash, this injury makes me impulsive in every sense whether it be cleaning etc. I made this very clear in my complaint to them. I literally can't use the self exclusion due to my brain injury it's just not possible.

Thanks

Hello again eatme84lee,

Unfortunately, the self-exclusion option is for addicted people. Closing your account is a completely different thing - if you close your account, you can reopen it anytime. If you self-exclude your account, the casino shouldn't allow you to reopen it. Saying that you can't self-exclude yourself is not an excuse therefore the casino can't just refund your lost money, you lost it fairly. I'm sorry that we can't help you with this specific case but if you can't follow the casino's instructions to self-exclude, there is nothing we can do.

Feel free to contact us anytime you will need any other help regarding an online casino. The complaint will be now closed.

Regards,

Nick