TrustDice Casino - プレイヤーはキャッシュアウト機能に不具合があったと主張している。

am filing this complaint regarding a serious issue with TrustDice involving a large bet and a malfunctioning cash-out feature, which resulted in an unfair loss of a high amount.

1. What happened:

I placed a bet on TrustDice that reached a position where the cash-out option was shown as available at €5,500.

When I attempted to cash out, the system would not process the cash-out request, even though it was clearly displayed.

This is a critical failure, as the option to secure winnings was visible but non-functional.

2. Actions I took:

I immediately contacted TrustDice support and provided them with all requested details and evidence, including screenshots and an explanation of the issue.

Despite this, TrustDice did not provide any meaningful resolution or compensation, and they closed the matter without addressing the malfunction.

3. Why this is a major issue:

The cash-out feature is part of fair betting operations. If the feature is advertised and visible, it must function correctly.

By failing to process my cash-out, TrustDice caused me to lose money unfairly. This is a breach of fair play principles and consumer protection obligations.

4. Requested resolution:

I am requesting a €3,000 refund as a fair settlement. This amount is much less than the €5,500 cash-out value I was entitled to, but I am offering this as a reasonable resolution to avoid further escalation.

If TrustDice does not resolve this matter through CasinoGuru, I will escalate it to their licensing authority and, if necessary, file a formal police report, as this involves a high financial loss and a potential breach of trust.

I have screenshots of the cash-out option and chat transcripts with their support team to prove my claim, and I am ready to provide all evidence.

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.

• What game did you play?
• Could you please share with me your communication with the casino regarding the issue and any other supporting evidence? Send emails or chat transcripts to my email at [email protected], 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

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Hello,

It’s about a sports bet issue. I know, o really know you usually only handle casino cases but please could you write Trustdice for me? I explained above, I don’t have many option to look for help and I think you could do that for me. I really appreciate. I’ve sent all email communication about this issue to you.

I provided them with enough proof.

It’s a 9000 USDT bet where I couldn’t not secure a limited loss which is pretty frustrating. Please do something to help me in this case! Thank you

I apologize, but you had a similar complaint submission with Jackbit Casino in the past, and our position hasn't changed since then. We are not in a position to involve the casino or penalize them due to sports-betting-related issues whatsoever, since it's not our field of expertise.

Our recommendation is to seek help with services that specialize in sports-betting-related complaints instead.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.