TrustDice Casino - Gleam.io campaign welcome bonus not honored

May i add that now since i filed this complaint i believe i have been banned as i can no longer login.

Hello AskGamblers Complaint team,

This complaint seems to concern a social media campaign we ran through a 3rd party SaaS app. The campaign itself was restricted to new users from certain countries and Mexico was not included. Therefore this user won't receive any bonus from this campaign by default.

Attached is a screenshot of the relevant part of T&C of the campaign

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. In addition to the above, please provide explanation both for the emai received where it is clearly visible that the offer came for Mexico City too and the blocking of the player's account. .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.

Im not from mexico city thats merely my vpn and i use several countries so i would like to knoe this as well. Being the reason i was told several times for not recieving the bonus was due to multiple accounts. Which i did not have.

Hello AskGamblers Complaint team,

Upon a closer look, it seems the player is not from Mexico so his location is not the reason. Instead, he is denied access to the bonus because he has duplicate accounts. As our bonus system forbids duplicate accounts, he's not allowed to receive the $25 bonus.

This violates our Bonus T&C:
1. Bonuses are limited to one instance per user, IP address, electronic device, household, residential address, telephone number, payment method, email address and any public environments where computers and IP addresses are shared.

And site T&C:
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.

Evidences have been sent to you via email.

And again as i stated in my original complaint....i never had duplicate accounts at trustdice. I made my account upon campaign entry. The when i recieved the email to claim my prize it attempted to create a new account for me and flagged me for suplicate accounts. I have explaned thia over and over to support, your compliance email and anywhere else i can and yet either you dont seem to understand or are intentionally stonewalling. I also love the fact how the you instantly tried to blame it on mexico city and quickly backpeddled. And how my account was not banned until i filed this compliant. Shady practices as far as i can see.

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.