TrustDice Casino - Dobici igrača su konfiskovani.

When I deposited 100,000 yen on the evening of April 25th, it was processed within a few minutes. However, after making another deposit and withdrawing 200,000 yen on April 26th, my account was frozen and my winnings were confiscated.

I only played pachinko and pachislot.

4/25夕方に10万円した際には数分でされましたが、その後再度入金し、4/26日に20万円出金したらアカウントが凍結され賞金を没収されました。

プレイしたのはパチンコ、パチスロのみでです。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently have access to your account?
• Did you pass the KYC verification in this casino?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

I can access the site, but I cannot log in.

I have registered my email address, phone number, and basic information, but I haven't completed KYC (Know Your Customer) as it wasn't required.

I won the prize money without receiving any bonuses.

アクセスは出来ますがログインできません

メール、電話、基本情報の登録はしていますがKYCは不要との事で行っていません。

ボーナスは受け取らず賞金を獲得しています。

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I had contacted the compliance team several times because I hadn't received a reply. These are the first and last messages I received.

コンプライアンスチームからの返信がないので何度か問い合わせしていました。最初に来たのと最後に来たのがこれです。

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear utautatinkerbell,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from TrustDice Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear TrustDice Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Following a detailed investigation conducted in cooperation with the game provider, the player’s gameplay activity was identified as involving prohibited automated/scripted gameplay behavior in breach of the casino’s Terms and Conditions.

As a result of the provider’s findings, the account was permanently restricted and the related winnings were voided in accordance with our anti-fraud and fair gaming policies.

Due to the sensitive nature of fraud detection methods and provider security procedures, we are unable to disclose all technical details publicly. However, we are prepared to cooperate further and provide additional information privately to Casino Guru if required.

Best regards,

TrustDice Team

Since the game itself is designed to be played automatically, I think all users will be using the automatic function.

I would like CasinoGuru to review the information and, if necessary, forward it to the CGA, which issues the licenses.

ゲーム自体がオートでプレイする設計為全てのユーザーが自動になると思います。

カジノグル様が色々と情報を確認頂き、場合によってはライセンス発行を行なっているCGAへの取り次ぎをお願いしたいです。

There's one thing that bothers me: why has the reason for the account suspension been changed?

I suspect they might have given a different reason because it was inconvenient for them. The original reason has already been shared in the image, so please check that as well.

ひとつ気になる点があるのですが、なぜアカウント凍結の理由がすり替わっているのでしょうか？

都合が悪く別の理由にしたのではないかと思ってしまいます。当初の理由は画像で共有済みですので合わせてご確認下さい

Hello everyone,

thank you both for your responses.

Dear TrustDice Casino,

thank you for clarifying your position regarding the alleged automated/scripted gameplay.

I fully understand that certain fraud detection methods and provider security procedures may be sensitive and cannot be disclosed publicly. However, for mediation purposes, it is important that we are able to independently review at least the relevant supporting evidence behind such a serious action as account closure and confiscation of winnings.

Please note that Casino Guru regularly works with sensitive player and casino-related data in a confidential manner as part of complaint mediation procedures. Any materials shared with us are handled securely and used solely for the purpose of reviewing the case transparently and fairly.

Therefore, I would kindly ask you to provide the relevant supporting evidence privately via email to: samuel.s@casino.guru

Dear utautatinkerbell,

thank you for your additional comments and for pointing out the concern regarding the different reasons provided for the account closure. I will also take that into consideration during the review.

At this stage, I would also like to clarify that I will not be contacting the licensing authority on your behalf. For now, I will wait for the casino’s response and any supporting evidence they may provide so I can properly assess the situation first.

Thank you both for your cooperation.

I noticed the mistake when I looked at it again.

In the first post

I deposited 100,000 yen on the evening of April 25th, but after the deposit was processed within minutes, I withdrew 200,000 yen on April 26th, only to have my account frozen and my winnings confiscated.

I told them that, but the correct answer is

I withdrew 100,000 yen on the evening of April 25th, and the money was withdrawn within minutes. However, when I withdrew 200,000 yen on April 26th, my account was frozen and my winnings were forfeited.

is.

改めて見返していたら間違いに気づきました。

最初の投稿で

4月25日夕方に10万円を入金しましたが、数分で入金し、4月26日に20万円を出金したらアカウントが凍結され、賞金が没収されました。

と伝えたいましたが正しくは

4月25日夕方に10万円を出金し、数分で出金されました、4月26日に20万円を出金したらアカウントが凍結され、賞金が没収されました。

です。

Hello everyone,

thank you for the updates.

Dear utautatinkerbell,

thank you for clarifying the timeline and correcting the information regarding the withdrawals. I appreciate the clarification.

So, as I understand it now, the first withdrawal of 100,000 JPY was processed successfully, while the issues only started after the later withdrawal request for 200,000 JPY. I will take this corrected sequence into account during the review of the case as well.

For now, I will wait for the casino’s further response and any additional clarification they may provide.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your patience.

We have now provided the relevant supporting evidence and additional clarification privately via email for your confidential review (to samuel.s@casino.guru).

Please let us know if any further information or clarification is required from our side.

Best regards,

TrustDice Team

Hello everyone,

thank you for the update, TrustDice Casino.

I would like to confirm that I have followed up with the casino via email to clarify the information provided and to ensure a complete understanding of the case before finalising the assessment.

At this stage, I am currently awaiting their response and any additional supporting materials that may help complete the review.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your message and for the continued coordination on this case.

We are currently in the process of collecting the additional information you have requested. Given the complexity of the request and the time needed to retrieve accurate historical logs, we are not yet in a position to provide a complete response within the current deadline.

We kindly ask for an extension to allow us sufficient time to obtain and verify all necessary data. We expect to have everything ready by mid next week at the latest, and will ensure a full update is provided as soon as it is available.

Thank you in advance for your understanding and cooperation.

Kind regards

Trustdice Team

Dear Samuel,

Thank you for your patience.

We would like to confirm that we have now gathered the requested information and have replied to your email. Kindly check your inbox at your earliest convenience.

Please let us know if there are any further questions or if additional clarification is required from our side. We remain available and willing to assist in bringing this matter to a fair conclusion.

Thank you for your continued cooperation.

Kind regards,

TrustDice Team

Hello everyone,

thank you, TrustDice Casino, for providing the additional information and supporting materials via email.

I have now reviewed the information received and I appreciate the effort made to gather and share the gameplay data.

However, before I can proceed further with my assessment, I would like to clarify one important point.

Dear TrustDice Casino,

based on the materials provided, I can see that the provider identified gameplay patterns that were considered suspicious and potentially consistent with automated or scripted play. However, I would like to better understand whether the player was found to have committed a specific and demonstrable breach of the Terms and Conditions, or whether the decision was based primarily on suspicion arising from the gameplay patterns observed.

In particular, could you please clarify:

• Which exact rule or provision of the Terms and Conditions was violated by the player?
• What specific player action constituted that violation?
• Was there any direct evidence of automation, scripting, bot usage, or other prohibited activity beyond the gameplay patterns contained in the logs?
• Did the provider conclude that a Terms breach was definitively established, or that the gameplay merely exhibited characteristics commonly associated with automated play?

At present, I can see evidence of unusual gameplay behaviour, but I would like to better understand what concrete violation ultimately led to the confiscation of the winnings and permanent account restriction.

Thank you in advance for your clarification.

Mr. Samuel

Thank you for the fair investigation.

I have a question: You mentioned that "evidence of abnormal gameplay behavior has been confirmed," but could you please elaborate on what kind of behavior that was?

As I mentioned before, gameplay is basically automated. The game is designed so that players cannot make any changes.

Could the cause be related to the automatic on/off setting?

If that's the case, I do have a hunch. On this site, the balance would suddenly drop to zero while playing, and autoplay would frequently be forcibly terminated due to insufficient funds. Returning to the site's homepage and selecting the provider again restored the balance, but I think this might have resulted in the game stopping at an unnatural time.

However, I don't think there's any problem with slots stopping and restarting at unnatural times, as it doesn't make it easier to win. If that were possible, everyone would be in the black.

I also deposit more money than I withdraw...

Even if this withdrawal is approved, the balance will still be negative.

We apologize for the inconvenience, but we would appreciate your continued cooperation in investigating the cause.

Thank you, Samuel.

サミュエル様

公平な調査に感謝いたします。

ひとつお伺いしたいのですが、「異常なゲームプレイ行動の証拠は確認できています」がとございますが、具体的にどのような行動なのでしょうか？

以前もお伝えした通りプレイは基本的にオートで行われます。プレイヤーがなにか手を加える事は不可能な設計となっています。

オートのオンオフなどが原因なのでしょうか？

それであれば心当たりがあり、こちらのサイトはプレイ中に急に残高が0になり、残高不足によりオートプレイが強制的に終了される方が頻繁していました。サイトのホームに戻り、プロバイダーを再度選択する事で残高は戻りましたがそれにより不自然なタイミングでの停止などはあったかと思います。

ただスロットは不自然タイミングで停止、再開したからと言って当たりやすくなったりするものではないので、何も問題はないと思いますが。もしそのような事が出来るのであればみんな収支はプラスです。

私も出金額よりも入金額の方が多いです‥

この出金が承認されたとしても収支はマイナスです。

お手間をかけますが引き続き原因の究明にご協力をお願いします。

ありがとうございます。サミュエル様

If the casino doesn't respond, will it simply result in a decline in the casino's reputation?

In that case, if things become inconvenient for the casino, they can simply avoid answering and run away...

If the casino does not properly address this issue, we would like you to consider referring the matter to the licensing authority, as we previously informed you.

このままカジノ側からの回答がなかった場合はカジノの評価が下がるだけなのでしょうか？

その場合、カジノ側は都合悪くなれば、回答をしないで逃げてしまえばよくなってしまいます‥

このままカジノ側がこの案件をしっかりと対応しない場合には、お伝えしていた通りライセンス発行機関への取り次ぎもお考えいただきたいです。

Hello Samuel,

Apologies for the delay.

Thank you for your follow-up questions.

We have provided our detailed response, together with the supporting evidence and provider communications, via email due to the nature and size of the attachments.

Please let us know if any further clarification is required.

Kind regards,

TrustDice Team

Hello everyone,

thank you both for your patience and cooperation throughout this investigation.

Dear TrustDice Casino,

thank you for the additional explanations and supporting materials that were shared with me privately. I appreciate the time and effort invested in clarifying the circumstances surrounding this case.

Dear utautatinkerbell,

I have now carefully reviewed all of the information and documentation made available to me during the course of this complaint, including the additional materials provided by the casino.

Based on my review, I can confirm that the casino's decision was not based solely on an assumption that your gameplay appeared unusual. According to the information provided to me, the account restriction and confiscation followed the outcome of a separate review conducted by the game provider, whose internal monitoring and security systems identified activity that was considered to be in breach of the applicable rules.

As is often the case with anti-fraud and game integrity investigations, the provider does not publicly disclose the precise technical details or detection methods used, as these form part of its internal security mechanisms. The casino itself appears to have relied on the provider's findings when making its final decision, and based on the information currently available to me, I have not found sufficient grounds to reasonably challenge those conclusions.

At this stage, after carefully considering all the available information, I am therefore inclined to conclude that the casino has provided a sufficiently reasonable basis for its decision and that I will likely be closing this complaint as rejected.

However, before I proceed with the final assessment, I would like to give you one final opportunity to comment. If there is any additional information, clarification, or evidence that you believe could materially affect the outcome of this case, please feel free to share it with me.

Should the complaint ultimately be closed as rejected and you still disagree with the outcome, I can also provide you with guidance on how to escalate the matter further with the relevant licensing authority or regulator.

I will wait for your final response before proceeding.

First of all, thank you for conducting this investigation.

The reason initially given by TrustDice changed, and ultimately it was simply "because the provider said so," which is very disappointing.

Ultimately, it seemed to me that the casino didn't care what reason they gave as long as they could close the account.

I've heard stories of other sites where access was restricted to only that provider, but withdrawals were still possible, or deposits were refunded. It's very disappointing that you didn't offer a similar solution.

Furthermore, it is impossible to present additional evidence, etc., because the details of the original reason remain unknown.

I was quite exhausted from checking the logs here every day. It felt like a long police interrogation designed to frame me.

I am extremely disappointed that I ultimately had to make this decision, and I have even fallen into despair about life itself.

Mr. Samuel is not responsible, so please don't worry about it.

Thank you for everything so far.

まずここまで調査をして頂きありがとうございました。

最初にトラストダイスから伝えられた理由から変わり最終的には「プロバイダがそう言っているから」という内容でとても残念です。

結局アカウントを閉鎖できればカジノ側はどんな理由でもよかったんだなと感じました。

他サイトであれば、そのプロバイダだけアクセスできないように制限されたけど出金は出来た、入金分だけは返金されたという声も聞いていたのでそういった対応をしていただけなかった事も非常に残念です。

また追加の証拠等を提示する事は不可能です。何故ならそもそもの理由の詳細がわからないままだからです。

毎日ここのログを確認していてかなり疲弊しました。冤罪を着せる為の警察の長期間の取調べのようでした。

最終的にこのような判断となり非常に残念でありかつ人生にすら絶望致しました。

サミュエル様に責任はありませんので気にされないで下さい。

今までありがとうございました。

Hello utautatinkerbell,

Thank you for your kind words and for your patience throughout this investigation. I also appreciate your honest feedback regarding your experience.

I genuinely understand that this outcome is disappointing, especially since the provider's conclusions could not be disclosed in greater detail. Unfortunately, in cases involving game integrity and anti-fraud measures, both game providers and casinos are often restricted from revealing the specific methods or evidence behind their decisions, as doing so could compromise the effectiveness of their security systems.

While I understand why it may seem that the decision was based solely on the provider's statement, the information shared with me indicated that the provider's investigation concluded that prohibited software-assisted methods had been used in connection with acquiring game positions. Although I was not provided with the provider's internal detection mechanisms, I was satisfied that the casino's decision was based on more than mere suspicion or unusual gameplay patterns.

As there is no new information that would materially affect my assessment, I will now proceed with closing this complaint as rejected.

Thank you for your cooperation throughout the investigation. I sincerely wish you all the best in the future.

Samuel

Casino Guru