TrustDice Casino - La cuenta del jugador se cerró después de la victoria.

After multiple deposits and multiple withdrawals I won a large amount at this casino, after winning I requested a withdrawal, within an hour my account was blocked for these reasons 3.2 You are allowed to have only one Member Account. Only one account is allowed per household, IP, PC. If you attempt to open more than one Member Account, all accounts you attempt to open may be blocked or closed and any bets may be void. In addition, any refunds, deposits, winnings or bonuses you received or accumulated while the Duplicate Account was active will be forfeited by you and may be claimed by us, and you will return to us on demand any such funds that were withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via 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 result in blocking access to your member account.

10.6 Bonuses can only be redeemed once per person/account, family, household, address, email 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 available funds if evidence of abuse/fraud is found.

after replying to this email that I don't have a second account on their platform, I wasn't even asked to verify my account, this casino is intentionally blocking players who win from them

После нескольких депозитов и нескольких выводов выиграл крупную сумму в этом казино,после выигрыша запросил вывод средств ,в течении часа мой аккаунт был заблокирован по этим причинам 3.2 Вам разрешено иметь только одну учетную запись участника. Разрешена только одна учетная запись для каждого домохозяйства, IP, ПК. Если вы попытаетесь открыть более одной учетной записи участника, все учетные записи, которые вы попытаетесь открыть, могут быть заблокированы или закрыты, а любые ставки могут быть аннулированы. Кроме того, любые возвраты, депозиты, выигрыши или бонусы, которые вы получили или накопили в то время, когда была активна Дублирующая учетная запись, будут вами конфискованы и могут быть востребованы нами, и вы вернете нам по требованию любые такие средства, которые были сняты с Дублирующей учетной записи. Если вы хотите открыть другую учетную запись, вы можете сделать это, связавшись с нашей службой поддержки через чат в реальном времени. Если открывается новая учетная запись, старая учетная запись будет закрыта. Если вы заметили, что у вас более одной зарегистрированной учетной записи участника, вы должны немедленно уведомить нас об этом. Невыполнение этого требования может привести к блокировке доступа к вашей учетной записи участника.

10.6 Бонусы можно получить только один раз на человека/счет, семью, домохозяйство, адрес, адрес электронной почты, IP-адреса и среды, где компьютеры используются совместно (университет, братство, школа, публичная библиотека, рабочее место и т. д.). Оператор оставляет за собой право закрыть ваш счет и конфисковать любые имеющиеся средства, если будут обнаружены доказательства злоупотребления/мошенничества.

ответив на это письмо на почту что я не имею второго аккаунта на их платформе меня даже не запросили верификацию аккаунта ,это казино намерено блокирует игроков которые выигрывают у них

Dear Flaskas,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• 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 accumulated the winnings with the help of a bonus?
• Have you activated any bonuses in your account, such as welcome bonuses?
• Could you please share your communication with the casino regarding the issue with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Is there a chance that someone in your family or using the same IP address also created an account at this casino? - No, but I used a VPN because many games are closed without it

Have you accumulated winnings using the bonus? - No

Have you activated any bonuses on your account, such as welcome bonuses? - I did, but after the bonus I cancelled I made further deposits

Could you please share with me your communication with the casino regarding this issue? Send emails or chat transcripts to my email address , or post screenshots here - I talked to online support, they told me that they don't deal with unblocking accounts and that I should ask for help via email, but no one answered me, they just ignored me

Есть ли вероятность, что кто-то из членов вашей семьи или использующий тот же IP-адрес также создал учетную запись в этом казино?-нет ,но я пользовался VPN так как многие игры закрыты без него

Вы накопили выигрыш с помощью бонуса?-нет

Активировали ли вы какие-либо бонусы в своей учетной записи, например, приветственные бонусы?-активировал ,но после бонуса который я отменил вносил дальнейшие депозиты

Не могли бы вы поделиться со мной своим общением с казино по поводу этой проблемы? Отправляйте письма или стенограммы чата на мой адрес электронной почты tomas@casino.guru , или опубликуйте скриншоты здесь-я общался с онлайн поддержкой мне сказали что они не занимаются разблокировкой аккаунтов и что бы я обращался за помощью через имейл ,но мне так никто и не ответил ,просто проигнорировали

Dear Flaskas,

• Have you received any response from the casino's support since your last post?
• Could you please advise when your account was closed and how long you have been a player at the casino?

Have you received any response from the casino support team since your last post? - No

Could you please let me know when your account was closed and how long you have been a player at the casino? - I registered on March 27, it was closed on March 28

Получили ли вы какой-либо ответ от службы поддержки казино с момента вашего последнего поста?-нет

Не могли бы вы сообщить, когда был закрыт ваш счет и как долго вы являетесь игроком в казино?-27 марта зарегистрировался,28 был закрыт

Thank you very much, Flaskas, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Flaskas,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite TrustDice Casino representative to join this conversation.

Dear TrustDice Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Thank you for reaching out. 

We appreciate the opportunity to explain our side and would like to emphasize that we take the enforcement of our Terms & Conditions seriously to ensure fairness and maintain the integrity of our platform.

Following a thorough investigation, we have concluded that the account in question is part of an organized group of abusers that has been systematically abusing our deposit bonuses and platform recently. 

This behavior violates the following sections of our Terms & Conditions:

Section 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.

Section 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.

As a result, the account has been permanently banned, and any associated deposits or winnings have been forfeited in line with our policies.

We remain available should you require any additional clarification regarding this case. Please share your preferred email address, and we will forward the relevant evidence to you directly.

Should you require any additional clarification or assistance, feel free to reach out.

Best regards,

TrustDice Team

Dear TrustDice Casino,

Feel free to send me evidence of the mentioned breaches of terms to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

We have sent the relevant evidence to your email address at miroslava.d@casino.guru.

Please have a look when you have a moment. Let us know if anything further is needed.

Best regards,

TrustDice Team

Dear Flaskas,

I am waiting for further clarification from the casino outside of this thread. I will inform you, if there are any updates.

Thank you for your patience.

Dear Mirka,

Thank you for your message.

We’ve responded to your email and kindly invite you to review it at your earliest convenience.

Best regards,

TrustDice Team

Dear Flaskas,

Casino provided evidence suggesting that you engaged in gameplay that creates an unfair advantage. Therefore, it was legitimate not to credit your winnings in this case.

Additionally, you previously admitted to using a VPN to bypass gaming restrictions for your country, which is generally prohibited in online casinos.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.