Complaint #75 TrustDice Casino

My deposit not arrived on October 27

By Mosi H.

6 days ago

Message on forum

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

Disputed Casino TrustDice Casino

Reason Amount not credited

Amount €170

Discussion

63 hours left for TrustDice Casino to respond.

Mrmosi

• Iraq

1 day ago

I strongly reject all the accusations made by TrustDice in their response. Here is my clear rebuttal:

1. The "4mosibet" Account:
TrustDice claims this account is linked to me. This is completely false. "4mosibet" is merely a university acquaintance who gave me a referral code. Any previous decisions or 50% refunds made for him have absolutely nothing to do with me.

2. The Baseless Accusations and Contradictions:
Even if we assume your baseless accusations of a "duplicate account" were true (which they absolutely are not), does it prevent the recovery of my funds? Should TrustDice just take my 170 GRAM for themselves based on an assumption?

Furthermore, your team is contradicting itself. In previous messages, your support (Mira) claimed that manual recovery to a casino account was impossible because my deposit was under 200 EUR. Now, you are telling me recovery is possible for a 20 EUR fee. This proves that you are fully capable of recovering the funds and were just making excuses to delay the process.

3. The Missing MEMO:
At the exact moment of my deposit, no MEMO was displayed to me. I only saw it appear later. Regardless of the MEMO issue, the funds were successfully transferred to TrustDice's official wallet and are entirely under your control. It is your obligation to recover them.

4. Revoking All Compromises:
I did not use any bonuses; this was a raw 170 GRAM deposit. Initially, I tried to cooperate and even offered multiple compromises (like letting you keep 50% or 100 GRAM). However, your support ignored me for over a week and then resorted to throwing false accusations at me.

Because TrustDice failed to cooperate from the start and treated me poorly, I am revoking all my previous compromise offers. There is no room for negotiation anymore.

Final Demand:
I demand that TrustDice stop the defamation, manually recover my funds immediately, deduct the standard 20 EUR fee, and credit the remaining amount (full 170 GRAM minus 20 EUR) directly to my casino account.

TrustDice Casino

• Representative

2 days ago

Hello,

Thank you for bringing this matter to our attention.

We have reviewed the complaint and would like to provide some important context regarding the circumstances surrounding this deposit claim.

This is not the first time we have encountered an allegedly missing GRAM deposit Memo involving accounts linked to this player.

On October 15, 2026, an account linked to the player, 4mosibet, reported an identical issue involving a 90 GRAM deposit that had allegedly not been credited due to a missing Memo/Tag.

We investigated that incident with our technical team and found no indication of any malfunction with our deposit API. Our system generates and returns the deposit address and its corresponding Memo/Tag together. Furthermore, our deposit interface displays clear notifications explaining that the Memo/Tag must be included when making a GRAM deposit.

The player was informed that deposits made without the required Memo/Tag cannot be automatically credited and that our cryptocurrency service provider's standard recovery procedure requires the funds to be returned to the original sending address, subject to a €20 recovery fee.

Despite finding no technical fault with our platform, and in an effort to resolve the matter amicably, we made an exception and issued a goodwill credit equivalent to 50% of the disputed amount.

Consequently, the player was already aware of the Memo/Tag requirement, the consequences of omitting it, and the available recovery procedure.

Nevertheless, just over a week later, we received another virtually identical missing-Memo deposit claim involving a different account linked to the same player. While this incident was being investigated, we identified yet another similar claim involving a third associated account.

Given the previous incident, the information already provided to the player, and the repeated nature of these claims across multiple linked accounts, we have serious concerns about the legitimacy of the current request.

Our technical team has again confirmed that there is no identified malfunction with our deposit API that would explain the behaviour alleged by the player. We have also reviewed the evidence submitted in support of the current claim and identified inconsistencies that prevent us from accepting it as reliable proof of a platform malfunction.

Under these circumstances, we cannot justify issuing another goodwill credit or accepting responsibility for the alleged loss.

We remain committed to assisting with legitimate deposit recovery requests in accordance with the procedures established by our cryptocurrency service provider. However, we must also protect our platform against repeated or potentially fraudulent claims.

We trust this provides clarification regarding our position.

Kind regards,

TrustDice Compliance Team

Mrmosi

• Iraq

4 days ago

Its 3 days i was send msg to online customers and send email to trustdice but no one respond me its un normal behavior from online casino or not matter for compilation

TrustDice Casino Complaint Stats

Resolved 14 / 15

Avg. Amount $1,343

Avg. Complaint Duration 12 days

Avg. Response Time 2 days

TrustDice Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 12 days, while the average duration across all operators is 8 days.

Complaint Status

63h left

€170

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