TrustDice Casino - Account been closed and funds taken after following casino's advise

I’m now being accused of having 3 accounts I have only ever had one till I opened the new one after taking trust dice’s advice and closing my original account to open my new account username bigfella95 they have happily taken my deposits now that I have won they have confiscated my winning and all deposits . I have never created a third account and to be accused that I have is very frustrating

Dear TrustDice Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

I hope this message finds you well.

We are writing to provide clarification and additional details regarding the complaint filed by the user “bigfella95”. We appreciate the opportunity to explain the circumstances surrounding this case.

The user first registered an account with us on September 18, 2022, at 13:01 GMT, under the username “Chardigg”. Subsequently, the user requested the closure of this account on October 26, 2022, at 14:31:09 GMT, which we processed accordingly.

On December 5, 2022, at 18:17 GMT, the user opened a second account under the username “Jodiedip28”. It is important to note that there has been no request from the user to close this second account, and it remains active to date.

Most recently, the user created a third account on March 30, 2024, at 22:26 GMT, with the username “bigfella95”. As per our records, the complaint pertains to the initial account “Chardigg” which was already closed as per the user's request. We received no other requests or mentions made concerning closing the second account “u_Jodiedip28”.

Upon thorough review of the user's activity and account details, we have determined that there has been a clear violation of our Terms & Conditions given the still active, duplicate account ”Jodiedip28”. The user was banned accordingly as per the terms and conditions below:

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

We hope this clarifies things but feel free to contact us if you have any further questions.

Thank you for your cooperation and understanding.
We look forward to your response.

Best regards,
TrustDice.win Compliance Team

Dear TrustDice Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

That isn’t my account that’s a friend that I got to sign up to trust dice they live at a completely different address I referred them to trust dice I can provide proof of address for my account bigfella95 I am no way connected to that account I live at a different address and that isn’t my email that’s there’s

I can provide proof of address for my account and I just spoke to my friend if you message them via there email they will
Provide you with there id and this can prove the accounts aren’t linked in anyway

We live at different addresses i’m being punished and having winnings confiscated due to referring a friend to you’re site this is not acceptable im asking askgamblers to please help me with this as i can provide my identification for my account and my friend can provide her identification proving we live at different address's

Also they are claiming i requested account closer on October 2022 this is false i requested account closer on the 30th of march 2024 as you can see i have had account for years with trust dice why would i go against there terms and conditions when i know it breaks there terms and conditions to have multiple accounts . As stated i can prove these accounts aren’t linked as we are two different people , I referred my friend to there site as until this I haven’t had a problem to be punished for referring a friend is just not acceptable she deposits via her verified coin base wallet and I deposit via my verified kraken account both them require proof of id and address I can provide proof of my wallet and she can provide her proof of her wallet I’m a male she’s a female and we both live at different addresses so considering this will you please look in to resolving this I can provide you with the stated documents if required

Dear AskGamblers Team,

We have replied via email as per your request to suppor­t@a­skg­amb­ler­s.com.
Kindly check and see if you have received it.

Please feel free to reach out to us if you require anything further.

With respect,
The Trustdice.win Compliance Team

You’ve claiming I own that account that’s incorrect you’ve been taking my deposits and now that I have won you’re claiming i have a third account if you’re not willing to reopen my account and give me access to my winning I want all funds deposited in to my account returned as this is a illegitimate accusation against me I referred my friend to you’re site and have lost over £2000 because of this accusation I have been with you’re site nearly 3 years this is totally unacceptable

Even got my friend who owns that account jodiedip to message them they didn’t even reply to her

Dear BIGFELLA95,

We have already replied via email to suppor­­t@­a­s­kg­­amb­­le­r­s.com.
We will await their feedback.

With respect,
The Trustdice.win Compliance Team

I’m awaiting a resolution to this that suits us both. I’m willing to have my winning paid to me and account reopened as there has been a genuine mistake in thinking that I own that account so please TrustDice can we resolve this many thanks Charlie

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the TrustDice Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that TrustDice Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.