TrustDice Casino - プレイヤーのアカウントは正当な理由なく閉鎖されました。

I am submitting a formal complaint against Trustdice Casino regarding the unfair closure of my account, denial of my withdrawal request, and the subsequent blocking of my login access based on alleged multi-accounting.

Disputed Amount and Account Status:

Pending Withdrawal: 2,300 USDT

Remaining Balance: Approx. 190 USDT

Total Disputed Amount: Approx. 2,490 USDT

Current Status: The website is accessible, but my login is completely blocked.

Timeline of Events (All times in UTC+7):

May 13, 2026, 07:44 AM: I submitted a withdrawal request for 2,300 USDT. This funds (approx. 2,500 USDT in total) was actually credited to my account by the casino as a payout/compensation for a previous system error regarding unpaid amounts. Before initiating this withdrawal, I explicitly contacted support to ask if it was permissible to withdraw this specific amount. Support explicitly confirmed that it was perfectly fine to proceed. I hold screenshot evidence of this conversation.

(This conversation has been translated into Korean, so the attached screenshot requires translation.)

May 13, 2026, 04:18 PM: I received an account blockage email alleging multi-accounting. This was done abruptly without any prior KYC verification request.

May 13, 2026, 08:32 PM: I sent an explanation and protest email to the casino clarifying the situation, but I have received no response to date.

Gameplay & IP Overlap Explanation:

Fair Play: My main activity involved playing Pachinko/Pachislot games. I have never utilized any fraudulent methods or prohibited programs. I am fully prepared to provide any necessary proof to verify the legitimacy of my gameplay.

Reason for IP Overlap: The casino flagged my account due to an IP overlap with three other players. This is a legitimate coincidence. These three players are my actual colleagues from the same company. We occasionally hang out in the same room and play games individually on our own devices. Furthermore, two of these colleagues reside in different rooms within the same apartment building (officetel), which heavily increases the likelihood of sharing the same dynamic IP network.

Willingness for Verification: All three individuals are distinct, real people who are entirely willing to undergo full KYC verification to prove their separate identities. It is also important to note that my account is currently at a net loss overall, even if this pending withdrawal is fully processed.

Given that I obtained explicit permission from support before withdrawing and that the IP overlap is fully justifiable, I believe this block is deeply unfair. I kindly request Casino Guru’s mediation to facilitate the necessary identity verifications and help resolve this dispute so that my account can be restored and my funds released.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which pachinko games you played? Did your colleagues play the same games?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas