Complaint #56 TrustDice Casino

Withdrawal not received despite confirmed processing

By Lastios

1 year ago

Hello AskGamblers support,

I am contacting you to submit a complaint regarding a pending withdrawal from TrustDice.

I requested multiple SEPA withdrawals from this casino, which they confirmed as processed on Tuesday, June 10, 2025. They provided payment order IDs and tracking numbers, and told me the transactions were sent through their payment provider, Nexton, to my bank account via SEPA.

As of Monday, June 16, I have still not received any of the funds in my bank account. My bank confirms that no incoming SEPA transfer is pending or blocked. The total amount due exceeds €1,300.

The casino now tells me they cannot cancel the transactions because the money has already been sent to Nexton. However, they have not provided any official payment document or proof showing that the funds were actually transferred to my IBAN. I’ve only been given tracking numbers that are not recognized by my bank.

I kindly ask for your help in resolving this issue or pressuring the casino to either provide clearer proof of the payment or refund the amount via an alternative method.

Thank you in advance for your assistance.

Disputed Casino TrustDice Casino

Reason Delayed payment

Amount €1300

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Lastios

• 1 reviews

1 year ago

Hello AskGamblers Support,

I would like to confirm that I have now received the funds owed to me. TrustDice re-credited the amount to my casino account, and I was able to successfully withdraw it via an alternative payment method.

Thank you to AskGamblers for your support and for offering a platform to raise these issues. I also want to sincerely thank the TrustDice support team for resolving the situation and ultimately acting in good faith.

While the delay was frustrating, I do understand that certain issues can be beyond immediate control. I simply encourage a bit more transparency in future cases to avoid unnecessary stress for users.

That said, I truly appreciate the resolution and will continue to enjoy the platform.

Best regards,

Lastios

• 1 reviews

1 year ago

Dear AskGamblers Support,
Dear TrustDice Compliance Team,

Thank you for your latest update.

While I appreciate the acknowledgment of the issue, I must express my continued disappointment with how this situation has been handled. As of today, June 21st, it has now been 11 days since my SEPA withdrawals were marked as "completed" on June 10th, yet none of the funds have arrived in my bank account.

I have submitted a bank statement covering the period from June 1st to June 14th, clearly showing that no SEPA transfer has been received.

Moreover, TrustDice has not provided any official document confirming that the payments were made (such as a SEPA confirmation, MT103, or any formal bank trace from your payment provider, Nexton). The only file I’ve received is a screenshot, which does not qualify as valid proof of payment under any banking standard.

What is even more frustrating is that, despite the seriousness of the issue, no viable alternative withdrawal method has been proposed to resolve the matter. Instead, the only recurring response has been: “Please be patient, we are still waiting for answers.”

This delay is unacceptable, especially considering the critical nature of the funds and the duration since the payment was allegedly processed. If a technical issue exists, the responsible course of action would have been to offer a temporary workaround or alternative solution to avoid such an extended delay – but this has not happened.

As a result, I must inform you that I will not withdraw or pause my complaint on AskGamblers at this time. I cannot consider doing so until I receive either the funds in my account or verifiable proof that a legitimate SEPA transfer was executed to my IBAN.

If the situation is resolved and the funds are received, I will gladly update my complaint and publicly recognize TrustDice's effort in resolving the matter professionally. Until then, I kindly ask for more transparency, and a tangible step toward resolution.

Thank you for your time and understanding.

Sincerely,

TrustDice Casino

• Representative

1 year ago

Dear AskGamblers Support,

Thank you for your message and for your patience throughout this matter.

We’d like to clarify that the delay is due to an unexpected issue with one of our payment processors, which has affected multiple SEPA withdrawals made around June 6-8. The transactions were processed on our end, and we are actively working with the provider and their acquiring banks to trace the status.

We understand how frustrating it is to experience this delay. We are continuing to follow up and will share any updates and documentation with you as they become available.

Rest assured, this will be resolved as soon as possible. We remain fully committed to resolving this issue promptly and appreciate your continued understanding in the meantime.

Kind regards,
TrustDice Support Team

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.

TrustDice Casino Complaints

See all complaints for this casino

Did not respect my 1 month self exclusion

Dear whom may concern.

I am writing this complaint as the casino did not respect my decision to keep my account closed for 1month on the 3/4/25. I asked them for it to be self excluded and account not been able to be open for 1month.

On the 11/4/25 I decided try to log in and somehow managed to deposit over 600usd.

On live support they told that it would they put a note on my account that it couldn’t be opened and still didn’t respect there own words.

I demand a full refund of my deposit made on the 11/4/25 as my account should have been closed.

Further more I have been asking them for all correspondence between us to show to askgamblers however they keep messing me around and live chat tell me to go to email and email tells me to go to live chat and neither of them are providing me with it.

Resolved

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

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.

Resolved

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

I had already lost 906$ at TrustDice casino and on 23. May I inform them by email that I was a gambling addict, and that I had lost 906$ which came from loans I could not afford to lose, and ask for a possible refund? They replied to the email where I did write back again with my account username. This confirms that they have seen and processed my initial emails informing that I am a gambling addict and that I had lost more than I could afford.

On 26. July I fell back into gambling, and I deposited everything I got and lost 524 USDT, which the casino should not have been allowing since I already did inform them about my gambling addiction and I had lost funds I could not afford previously.

I did write an email to them about the above matter, but I have not received any response to this matter, other than they have received my email, however my account is still open and active in their casino and I can login I can see.

I have attached screenshots of the deposit, the email I informed the casino about my addiction and that they responded to, and the email correspondence made on 9. August where I inform the casino about this complaint, and another screenshot showing my reply to them in the email, so you have all the correspondence I have had with the casino.

Resolved

$524

TrustDice Casino- Trustdice confiscate winning

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

Resolved

Gleam.io campaign welcome bonus not honored

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.

Resolved

Account banned and money confiscated

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

Resolved

Closed my account and declined my withdraw

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

Resolved

€2,033

Withdrawal confiscated and account blocked without any information

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

Resolved

Blocked account and declined withdrawal

they offer me a no depo bonus worth of 25 bucks, thats why i created an account and the sad thin about it is that i won, then after that i deposited an amount worth of 14.9 EOS, i lose all of my deposit, then i try to withdraw an amount of 0.0042 bitcoin, then support says come back after 24 hours, then 24 hours later i came back, asking whats the update on my withdraw because it hasnt change at all it still under being review, then the CS say again it will be 48 hours, lol they must be up on something after that fast forward they blockdd my account and didnt receive any of my winnings they just let me deposit and lose what i gave them, they blocked my avcount because i keep questioning them about my withdraw.

Resolved

Refusal to pay claiming fake KYC documents

After being limited by TrustDice I submitted a request for withdrawal. I was asked to provide KYC documentation, standard stuff, proof of identity, proof of address, and a selfie with my proof of identity. I sent them my government issued drivers license, front and back, a government issued utility bill, and a selfie of me holding my government issued drivers license. They emailed back stating the following:

Hello Jimdemeray81,

We regret to inform you that your TrustDice account has been banned and the withdrawal funds were confiscated, this decision was taken according to the following terms and conditions:

4.6 It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

13.1. If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings and apply such funds to any damages due by you.

Your initial deposit will be returned. Please, provide your deposit address.

With respect,

Compliance team

This is a false accusation and clearly just their way of not paying winners. I then replied to the email with an additional set of documents to further prove my identity. This time I sent them my passport, an additional government issued utility bill, and an updated selfie of me holding my passport. After 4 days of no response, I reached out to the live chat to see if I could get some info. They informed me that I needed to speak to the compliance team and that they would inform them that i had reached out. After that, communication was fairly quick but they are continuing to lean on my documents being fake and refusing to pay the balance of my account. Instead, they keep requesting a BTC address to refund my deposit.

I have made multiple attempts to solve this issue cordially with them to no avail. Also, they have banned access to my account. Hoping to find a solution that results in me being paid what I am owed so that I don't have to escalate this with the gambling commission or further. Thanks in advance for any help!

Resolved