Queja #28 TrustDice Casino

Gleam.io campaign welcome bonus not honored

Por Sean K.

hace 3 años

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 compliance@trustdice.win 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.

Casino en conflicto TrustDice Casino

Motivo Bono no concedido

Discusión

AskGamblers

• Support Team

hace 3 años

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.

Grobotnik

• México

hace 3 años

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.

TrustDice Casino

• Representative

hace 3 años

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.

Grobotnik

• México

hace 3 años

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.

Estadísticas de quejas de TrustDice Casino

Resueltas 14 / 15

Cantidad promedio $7,028

Duración media de quejas 12 días

Tiempo de respuesta promedio 2 días

TrustDice Casino Quejas

Ver todas las quejas contra este casino.

Withdrawal not received despite confirmed processing

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.

Resuelta

€1,300

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.

Resuelta

$600

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.

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£1,800

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.

Resuelta

$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

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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

Resuelta

$1,732

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

Resuelta

€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

Resuelta

$65,732

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.

Resuelta

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!

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