TrustDice Casino - プレイヤーの払い戻しリクエストが遅れています。

Dear Guru staff,

TrustDice agreed to refund the deposits I had made via card due to the fact that their company uses third party vendors as payment recipients to circumvent gambling blocks. These companies are not listed as gambling websites and thus enabled me to deposit 821 EUR on TrustDice despite gambling blocks enforced by VISA and my bank due to mental illness.

TrustDice agreed to refund the whole sum and told me they proceeded to do such on Friday, the 24th of January. On monday the 27th they told me they had processed the refund and that it would reach me in 2-3 business days. They provided me transaction IDs and reference codes that my bank deemed fake. Their compliance team stopped answering to my emails regarding updates and if they did, was very rude and vague. Suddenly, when three business days were up, TrustDice started claiming that the transfer could take up to 5 days. My bank said that these kind of transactions shouldn't take more than 3 days.

It has now been over 4 business days and TrustDice will not answer any of my messages. I still have no sign of my money, and there have been multiple reviews on Trustpilot that state that people have not gotten money from Trustdice as of late.

Please help.

(The attachments won't upload for some reason so I would appreciate an email address I could send those to if needed)

Dear yoyeli,

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 provide evidence the casino agreed to a refund and any details regarding the arrangement?  
• Have you completed account verification?
• Could you please share with me your communication with the casino on the topic? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear yoyeli,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.