TrustDice Casino - The player struggles to withdraw his money.

I sent my ID and address certificate yesterday, but my account was unilaterally frozen because it was a false report. What do you think? After depositing 650000jpy, I was able to withdraw the first 200000jpy without submitting kyc.

Hello takanorijpn,

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.

Looking forward to your answer.

Regards,

Nick

thank you for your reply. The last email came at 11:56 (12 hours ago) today. My account was frozen as soon as I sent my ID and proof of address, so I have no approved documents.

Hello takanorijpn,

Did the casino specify why was your account blocked?

Please note that the casino sometimes blocks the player account until the verification process is finished.

We regret to inform you that your TrustDice account has been banned and the withdrawal funds were confiscated, this decision was taken according to the following terms and conditions.

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 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.

Here is the email I received from Trust Dice Casino. I am submitting my authentic ID. After this, the reply from the casino stopped.

Thank you takanorijpn for all the information provided so far. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello takanorijpn,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite TrustDice Casino to join the conversation and participate in the resolution of this complaint.

Dear TrustDice Casino,

Can you please provide further information regarding the blocking of the player's account and confiscation of their funds?

Kind regards,

Adam

Thank you very much. I have yet to hear back from Trust Dice Casino.

Hi Adam,

Upon reviewing this player's KYC documents, we found clear evidence that he has provided forged KYC documents. Our findings have been forwarded to you via email. Please check.

Such malicious behavior severely violates our T&C and has resulted in the permanent ban of the player's account:

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.

Thank you.

TrustDice Team

Please provide clear evidence. How can you say such things when you've never met me? I've played in over 20 online casinos and only Trust Dice Casino can cheat you out of your money and say such horrible things. It's defamation.

Looking at the reviews during the dispute, I was able to confirm that other players are cheating money with the same method. It's a terrible casino.

Hello takanorijpn,

Can I ask if you to confirm a few details for us please:

• Your full name
• Your age
• Your address

This information will be kept confidential, but if you prefer it can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Adam

I am sending you an email. Please check it.

Hello takanorijpn,

Thank you for the information you have provided. I am now waiting for more details from the casino, so I will extend the timer accordingly.

Kind regards,

Adam

Hi Adam,

Just replied to you via email. I am also involving another colleague into the conversation there so we can better discuss technical matters.

Thank you

TrustDice Team

Hi takanorijpn,

We have found overwhelming evidence that you used certain graphic editing software to edit your submitted photos. Could you explain why you did it?

Thank you.

Dear takanorijpn,

Please respond and address the last post from the casino.

Kind regards,

Adam

I have not edited any images and I have never received such complaints from other online casinos. You're the only one who makes such snobbery.

Dear takanorijpn,

The casino has provided sufficient evidence to support its statement that the documents you have supplied have been edited.

We can only make a decision based on the evidence we have received. Consequently, we are unable to assist any further with this case and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam