TrustDice Casino - La cuenta del jugador ha sido cerrada.

I won at TrustDice Casino and applied for a withdrawal. After waiting for some time without success, I tried to log in and discovered that my account had been suspended.

When I inquired via chat, I was given a message about terms of service violations and then the chat was promptly ended.

They mentioned something I've never heard of, and I haven't been able to collect my winnings.

Please assist me in retrieving my winnings.

トラストダイスカジノで勝利し出金申請をかけてしばらく待ってなかなか降りないのでログインしようとしたらアカウントが凍結されていました。

チャットで問い合わせても規約違反の文章を貼り付けられすぐチャットを切られました。

全く見覚えのない事を書かれ賞金も回収できていません。

賞金回収に協力お願いします

Dear nyummm9,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or sports betting?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted your identity documents to the casino?

Please specify which Terms and Conditions you allegedly violated.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Live Casino, Slots

Bonus available

KYC not submitted

Opening multiple accounts

ライブカジノ、スロット

ボーナスあり

KYC未提出

複数アカウントの開設

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

Have you used any VPN or IP-masking software to alter your true location when accessing the casino website?

Please forward me the email you received from the casino regarding the suspension of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Is it possible that your family or someone using the same IP address has created an account at this casino?

I have no recollection of it at all.

Not possible.

Did you use a VPN or IP masking software to change your actual location when accessing the casino website?

I haven't, and I don't know that such a thing exists.

Please forward me the email you received from the casino regarding your account suspension.

I dealt with it via live chat so no email.

I couldn't get a response via email

あなたの家族や同じ IP アドレスを使用している誰かがこのカジノでアカウントを作成している可能性はありますか?

全く見覚えがありません。

可能性はありません。

カジノのウェブサイトにアクセスするときに、実際の場所を変更するために VPN または IP マスキング ソフトウェアを使用しましたか?

していません、そのようなものがあることも知りません。

あなたのアカウントの停止に関してカジノから受け取ったメールを私に転送してください。

ライブチャットで対応したのでメールはありません。

メールでは対応してもらえなかったです

Do you have any screenshots or chat transcripts of your conversation with customer support? If so, kindly post the screenshots here or to my email address at veronika.f@casino.guru. Thank you for your patience and cooperation.

I have sent you a screenshot via email, thank you

メールにスクリーンショットを送りました、よろしくお願い致します

Thank you very much, nyummm9, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear nyummm9,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the TrustDice Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear TrustDice Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for your message.

The user was banned as We have identified a clear breach of our Terms and Conditions under clauses 3.2 and 10.6, specifically concerning the creation of multiple accounts and abuse of deposit bonuses. 

3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

10.6 Bonuses can only be received once per person/account, family, household, address, e-mail address, IP addresses and environments where computers are shared (university, fraternity, school, public library, workplace, etc.). The Operator reserves the right to close your account and confiscate any existing funds if evidence of abuse/fraud is found. 

We have privately emailed you (at jakub.m@casino.guru) with all relevant evidence and case documentation regarding this matter.

Could you kindly check your emails and see if you have received it?

Please don’t hesitate to reach out if you require any further information or clarification,

We remain committed to resolving this issue transparently and in accordance with our Terms & Conditions.

Best regards,

TrustDice Team

Dear nyummm9,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts, collusion, and bonus abuse.

Given the evidence, it is not possible to prove otherwise. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.

Best Regards,

Kubo