Casino failed to protect gambling addict after informing them about gambling problem

Missing 170 GRAM Deposit – TrustDice Platform Bug & Unresponsive Support

Complaint Details:

On October 27, I deposited 170 GRAM to my TrustDice account. The funds were not credited because the website failed to display the required Memo/Tag field. I have video evidence proving this UI bug.

TrustDice support (Beatriz) claims I should have contacted them before depositing if the memo was missing. This is unacceptable; a user cannot know a field is missing on the casino's own interface until they use it. This is purely a platform error.

Also, I transferred the funds from a Decentralized Exchange (DEX). Therefore, returning the funds to the "originating address" is technically impossible.

The funds are in trustDice's wallet. Support is now ignoring my messages. I demand the full 170 GRAM be credited to my casino account. I am providing my TXID and video proof.

TXID: 7e8d8ff523737201bf3895bed4e92bd0522529ec578d956bc0713faa9c0751fe

Have had my account closed and £1800 taken claiming I have multiple accounts. In section 3.2 it says you can open a new account if the original account is closed. I did this followed terms and conditions by emailing them and asking for original account to be closed. I have all emails ect of them telling me to close my original account to open a new one. I have done this and now i am not getting replied to. This is not acceptable behavior from such a good reviews casino.

07.03 I registred and Trustdice.win casino. I claimed welcome bonus offer and made deposit 0.0226 btc. Started play and after all wager was complete I made withdraw about 0.22 btc. After 1-2 hours I received email that I need to pass kyc, and send follow documents: 1. id or passport(sent passport) 2. address confirmation in paper version (sent utility bill which I received in paper version, and pdf file like bank statement). 3. selfie with id, today date and nickname in trustdice.win(sent). After that today at night I played and won little amount more. Trying to withdraw all balance I got message that daily limit is 5000 usd and limit is 0.22xxxx, and made what was possible(you can see it on screen). Then after about one hour withdrawal status changed to CONFISCATED. I asked in chat for reason, agent answered that I need to wait few minutes, after 5 minutes he said "a bit". And after five minutes more my account was closed without reasonable explanation. So all money is locked or confiscated there. I ask you to review this situation and help me to withdraw my money from this casino. Thanks

I participated in a gleam.io campaign that trustdice offered on twitter around Dec 3rd 2022. Upon completion I was supposed to be awarded a $25 welcome bonus within 48 hours. Upon completion of the campaign I created an account to make sure I would receive my bonus. I then waited patiently for a day past the given 48 hours and no bonus, following this I chatted with support about 1x daily to enquire about the bonus and was told it was delayed and would be issued soon. Finally 6 days later I received the email to claim my bonus, upon clicking the link for the bonus it attempted to take me to account creation. well since I had made my account 6 days prior upon campaign entry [and might I add the was no documentation to guide me otherwise] it flagged me for multiple accounts and wouldn't honor my bonus.

Since then I have had several long arguments/conversations with their support chat to no avail. It got to the point of me asking to speak to a supervisor and either getting stonewalled or ignored very rudely by staff. The most the would offer was to contact [email protected] regarding the issue, which I have 3 times with zero response or acknowledgement and to date bonus has not been honored. proof of campaign completion, chats with support, and unanswered emails attached.

1. Trustdice decided to ban my account and confiscate my money.

2. Trustdice won't answer my emails.

3. Trustdice won't say why they decided to ban me.

4. Trustdice will only share the reason for my ban with a 3rd party arbitrator (Like Askgamblers)

"We have no problem sharing such details with a 3rd party arbitrator."

5. I hope that 3rd party arbitrator (Askgambler) will analyze these "details" and make an unbiased decision.

Thank you

Hello,

Something really strange happened to me while playing at this casino.

I made an account about 3 months ago and was really enjoying playing at this casino. Was lucky to make some winnings in the past and withdrawals were made very fast (within 2 hours normally as I play with crypto here). So this week I made a new deposit and was lucky enough to win again. But this is when it started to become a bit weird. Normally the withdraws are made very fast, but now the withdraw was stated for 3 days as being reviewed. No problem as I had time and did the exact same thing as the previous times, so I thought this was some standard procedure.

As I wanted to log in again today I got the following message : "Login failed. Your account has been banned. Possible reasons: duplicate accounts, fraud, cheating. None of those things rely to my account, as I am just a normal player at this casino, 1 account, following the normal rules and really no amounts of money that it could be seen as cheating.

I would like to receive my withdraw of 1.22 eth (about €2033 at the moment of writing) to come to my wallet.

Hope this can be resolved soon as I really enjoyed playing at this website, had no problems here, and was keen to play here also in the future.

Kind regards

2022-05-30 17:05:25 I made the first deposit and played a game in slots. Until 2022-06-16 19:57:58, in total 24258.4398 I have deposited USDT virtual currency.

I won in slots and withdrew 30985.0074 USDT virtual currency so far.

2022-06-27 6:39:17 When I requested the withdrawal of 5000 USDT, the request for KYC came on 6/28, so I sent all the prescribed documents on 6/29. After that, there was no reply, and even if I sent an email confirming that there was no problem, no reply was returned. When I contacted Live Chat, I was informed that it would be completed by 7/10.

However, on 7/8, the status was suddenly changed to the status that the withdrawal application on 6/27 was confiscated.

When I sent a request to check that, my account was suspended. I request to payout the Amount that has not been withdrawn yet 60731.6238 USDT and confiscated 5000 USDT total 65731.6238 USDT