TrustDice Casino - El jugador cree que el reintegro se ha retrasado.

Hello,

I would like to file a complaint regarding a withdrawal that has been pending for several days on TrustDice.

Recently I deposited more than R$10,000 on the platform. After playing, I requested a withdrawal of R$7,575.

It is important to note that this withdrawal amount is LOWER than the total amount I deposited, meaning I am still at a loss overall.

However, the withdrawal has been stuck with the status "sending" for more than 3 days.

I contacted customer support multiple times and the only response I received was that the issue had been forwarded to their "payments team". Unfortunately, no explanation, timeline, or update has been provided.

For a cryptocurrency gambling platform, where transactions are normally processed quickly, this delay is extremely concerning.

At this moment my funds are effectively locked without any transparency regarding the processing of the withdrawal.

Additionally, I would like to clarify that I have followed all platform rules and guidelines.

I have used only one account, complied with the platform’s terms of service, and have not violated any bonus or wagering conditions. My gameplay and transactions were conducted normally according to the platform’s rules.

For this reason, I do not see any legitimate justification for my withdrawal being delayed without explanation.

I would appreciate Casino Guru’s assistance in mediating this situation and helping clarify why this withdrawal has not been processed.

If the withdrawal is completed, I will gladly update this complaint.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear m1348328s,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear m1348328s,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla