TwiceDice Casino - The player's account got closed.

Hello Casino Guru,

I need your help ASAP. I deposited 432 euros to this website on 08.06.2022. Then until 16.06.2022 I played some games without any bonuses. I made my money 5866 euros. I uploaded my documents and requested a withdraw as 2500 euros on 16.06.2022. Then I waited until 17.06.2022 they closed my account and refund my money. This is not fair.

Today, I mean 21.06.2022 they sent me an email which says " As far as I have understood, our team did an investigation and it turned out that we unfortunately are not able to accept customers from your location." But actually they accept. You can choose Malta from country list. Before become a member, I read their terms and conditions. I followed all their rules. I got all terms and conditions screenshots.

I'm sending this email and their terms and conditions screenshots. They don't accept players who is residens of Ukraine.I'm not a residens of Ukraine. I'm a Ukrainen citizen but residents of Malta for 11 years. Probably there is a missunderstanding about it. I sent them my passport first, maybe that's why they misunderstood, but my address on the site is Malta and I sent them my proof of address. Today I also emailed them my Maltese ID card.

Please help me clear this misunderstanding. This money is my right.

Thank you.

Hello olgaperemot,

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

Could you please advise since when is your account registered in the casino? Is your account currently still active? Did you already receive back the deposit from the casino? Do you have a screenshot showing your registered casino details?

Looking forward to your answer.

Regards,

Nick

I just found out when I became a member from my records. I was a member since April 23. But I first deposited on 08.06.2022

Thanks.

Thank you olgaperemot for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi olgaperemot,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite TwiceDice Casino to the conversation to participate in the resolution of this complaint.

Hi olgaperemot,

In your case there was a breach of our terms and conditions (https­://­www.tw­ice­dic­e.c­om/­ter­ms-­and­-co­ndi­tions): we do not allow Ukrainian customers to play and you were identified as Ukrainian customer in the KYC process. The identity document you provided was issued by Ukraine and this is the reason why your player account was closed.

NB! We fully refunded all of your deposits, although there was a clear breach of T&C.

@Peter - if needed, we can provide full details and timeline of the account closure in private e-mail. As it contains personal customer data we can not share it here in the public chat.

Regards,

TwiceDice team

Dear TwiceDice Casino team,

Thank you for your reply. I've looked at the casino's registration form. Players don't even choose the country themselves, it's added automatically to the profile probably based on the IP address. Since Olga has been living in Malta for 11 years, why would she even pick a different country (if there was such an option)? If you want to block players based on nationality, implement it into the registration form where it specifically says "Nationality". From our point of view, the player didn't do anything wrong, the country was added automatically, and she has an address in Malta and a Maltese ID card. As long as she can verify her identity, she should get paid in full.

Hi Peter,

Thanks for reviewing this case.

Is there an e-mail or chat I can use to contact you directly so I can share the timeline of events and details with you? this will explain our reasoning and what processes we used when handling this case. It contains personal customer data, so I can not share it here publicly.

Regards,

TwiceDice team

Hi again,

Thank you for your interesting Peter. This situation destroyed my psyche. This is a blatant scam and only you are helping. Thank you very very much for this.

As I know all messages are first approved by the Casino Guru team. If the message contains sensitive information, they can set it private. All attachments might indeed private, which means that only me, Casino Guru Complaint Team and Casino representative are might able to see those. 

I can't understand what the casino is trying to hide by sending you a private e-mail. I have everything open. I'm not hiding anything and I've never done anything wrong. Please don't get me wrong, I am a part of this case and I have the right to know everything.

Dear TwiceDice Casino team,

You can send me an email here: peter.m@casino.guru or contact me by Skype: Casino Guru Peter M.

Hi Peter,

Please find the additional information in your mailbox - it was sent directly to peter.m@casino.guru

Please let us know if any additional data is needed.

Regards,

TwiceDice team

It's been 2 weeks today and I couldn't get my earnings from this website. (5866 Euros) I know CasinoGuru is trying to help me, for that I am very grateful.

I am part of this case, I am the rightful part. I request all my earnings to be paid and my account reopened.

Thank you

Dear TwiceDice Casino team,

I replied to your email, we are still convinced that Olga should get paid in full.

Hi Peter,

Thanks for investigating the issue. Please find some additional details in your mailbox: peter.m@casino.guru

As you will see in the e-mail we are 100% convinced that we acted precisely according to our T&C and procedures. 

Regards,

TwiceDice team

Dear Peter,

Thank you many times for your help on this matter.

Dear TwiceDice,

As it was clearly commented by Casino Guru, there is no objective reason why the account was closed and winnings not being paid out. This situation is being frustrating for me and potentially will impact future players of TwiceDice. You still have a chance to fix this though. This is your first complaint here and resolving it by admitting misunderstanding will create a positive impression on your potential customers.

Please pay all my money and reopen my account. Then you can then update your terms and conditions page to indicate that you will not accept Ukrainian customers.

Thank you

Hi,

It's been 5 days since my last message, the casino has not communicated at all. Please don't forget me and this important case. Don't let them enforce a rule that isn't written on the terms and conditions page.

Please help me.

Hi all,

Thank you for your replies.

Dear TwiceDice Casino team,

I've looked at the emails you sent, however, I'm afraid our position hasn't changed. Olga didn't do anything wrong. She registered in the casino, the country was filled automatically and she provided documents confirming that she has been a resident of Malta for 11 years. Once again, if you want to block players based on nationality, implement it into the registration form where it specifically says "Nationality". As long as she can verify her identity and prove her current country of residence (Malta), she should get paid in full.

Dear all,

We discussed this case with Antillephone compliance team and decided to reopen the case. We will do additional review of the documents provided and additional KYC. 

As soon as the KYC is completed we will process all relevant payments.

Regards,

TwiceDice team

Thank you TwiceDice team for reconsidering.

Dear Olga,

Please keep me updated.

Hello Peter, thank you very much for your interest in this important issue.

I sent them a selfie and proof of address yesterday and I sent a screenshot of Skrill account today that they requested.

I verified my identity and proved of my address in Malta. There is no any update yet.

Thank you

Dear All,

Thank you kindly for your patience in this matter.

We confirm that the additional KYC verification is passed and we processed all relevant payments.

Regards,

TwiceDice team

Thank you TwiceDice team for the update.

Dear Olga,

Have you received your funds?

Hello Casino Guru,

I got the funds almost after a month, thanks to you. This was your magic. Nevertheless, I requested from Casino that reopen my account. They emailed me that my account under investigation and they don't say when my account reopen. This process must have a certain duration. Could you help me about it please?

Thank you very much for your helping.

Dear Olga,

You are very welcome, we're here to help. When it comes to the reopening of your account, that's a different story. The casino has the right to restrict players from its services, so this is exclusively up to the casino as long as the winnings were paid.

Thank you Peter, you can close the case now. If it takes long time I'll submit a new complaint about it. 

Thank you Olga,

Please note you can always reopen this complaint so if you don't receive your funds simply click on "Reopen". I hope you will receive your funds soon. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter