TrustDice Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

I hope this message finds you well. I am reaching out to submit a formal complaint regarding the treatment I have received from Trustdice casino. I have encountered significant issues with their platform, particularly concerning the confiscation of my funds and the wrongful ban of my account.

The issue began when I was awarded a 100 EUR bonus by Trustdice as part of a promotional offer. This bonus was given to me as a free bet, which, according to the terms and conditions, I could use to place a bet. However, it was clearly stated that while I could place the bet with the bonus, if I won, I would not be able to keep the winnings. Despite this, I went ahead and placed a bet using the bonus and, much to my surprise, I won. To my shock, after winning, I found my account was immediately banned, and my total winnings of 290 USDT were confiscated.

The casino claims that my account was banned due to "multi-accounting," an accusation that I find completely unfounded and false. I have only ever had a single account with Trustdice, and I have not opened or used accounts with any other online bookmaker or casino. To accuse me of multi-accounting is both misleading and unjust, and I have no idea why they would make such an accusation. It feels like a tactic to unjustly confiscate my winnings, and I strongly feel that my account was wrongfully banned without proper grounds.

What is even more frustrating is the complete lack of transparency and fairness in how Trustdice has handled this issue. After receiving the bonus, I complied with all the requirements, placed a legitimate bet, and won. Yet, instead of being allowed to enjoy my winnings, my account was banned and my funds were seized. The terms and conditions of the bonus were followed, and I have not violated any rules. The casino’s action of banning my account and confiscating my funds seems like a blatant attempt to avoid paying out winnings that were rightfully earned.

I have attached the relevant proof of my communication with Trustdice, including the emails I received from their support team, which outline their justification for banning my account and confiscating my funds. These emails clearly mention the accusation of multi-accounting and provide the reason for the confiscation of my winnings. I am confident that, upon reviewing these communications, you will see that I have not violated any of the casino’s policies.

Given the circumstances, I kindly request your assistance in investigating this issue and ensuring that my winnings are returned to me. I believe that Trustdice has acted unfairly by banning my account without legitimate cause and withholding my funds. I would appreciate it if Casino Guru could review this matter thoroughly and take the necessary steps to help resolve this issue and recover my 290 USDT.

Thank you for taking the time to look into this matter. I am hopeful that with your support, a fair and just resolution can be reached. If you require any further information or documentation, please do not hesitate to contact me.

Dear andrejchomarkoski77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I understand how frustrating it must be to face a situation like this, especially when your winnings were confiscated after you followed the bonus terms and placed a legitimate bet. I’m sure you’re eager to get this resolved, and I’m here to help.

To investigate this issue further, I’d need a few clarifications from your side:

• Can you please share the specific terms and conditions that were outlined for the bonus you received, especially regarding the restriction on winnings?
• What exactly did TrustDice say in their communication with you regarding the multi-accounting accusation? Were they able to provide any evidence to support this claim?
• Could you forward the email correspondence from TrustDice, including any details on why your account was banned? You can send it directly to petronela.k@casino.guru, and we will make sure to review everything carefully.

Your cooperation is essential for us to move forward with the investigation. The more details we have, the better we’ll be able to understand the full picture and act accordingly. We truly want to make sure that your case is handled fairly and that the correct steps are taken.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear andrejchomarkoski77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.