TrustDice Casino - Igrački nalog je zatvoren bez objašnjenja.

I lost access to my old account some time ago and reached out to the compliance team for assistance. They responded and advised me to open a new account using a different email address.

I created a new account two days ago, and everything was functioning normally. I was even able to make small withdrawals without any issues. However, today when I attempted to withdraw $400, my account was suddenly blocked. In total, $500 was confiscated—$400 from the withdrawal and the remaining $100 in my balance.

Throughout the day, I made eight separate deposits, all of which were manually approved and credited by your support agents. At no point was I warned of any potential issues or violations. Even if there was some kind of breach (which I strongly believe there wasn’t), I should have been notified during the deposit process—especially since each transaction was reviewed and approved in real time by your team.

I tried reaching out to live chat support, shared all the relevant details, but was not offered any help. Now, when I send messages, support staff appear online but ignore me. The only explanation I was given for the account action was a vague reference to "Rule 3.2," with no further clarification.

The only possible reason I can think of for this action is that I referred my wife to join TrustDice yesterday after seeing the referral link and deciding to give it a try. She registered and played briefly, but did not claim or use any bonuses—something I understand is usually the main reason for such restrictions. There was no financial gain, no abuse, and no intent to bypass the system.

We are more than willing to provide our IDs and proof of address to verify that we are two separate individuals. My wife and I also have separate accounts on several reputable online casinos, which have no issue with two individuals from the same household playing independently. This is a common practice across the industry and not something that is generally considered a violation.

I understand that your terms and conditions may restrict multiple accounts from the same household, but as players, it's not always feasible to read through every clause—especially when no bonus was used, and no unfair advantage was taken. If this situation is being seen as a violation, I sincerely hope it can be viewed as a genuine oversight rather than an intentional breach.

I’ve contacted the compliance team again and respectfully request a fair review of this matter. I have acted in good faith and believe it is unjust to confiscate the $500 in my account under these circumstances.

Additionally, I want to highlight that I am currently in a financially vulnerable position, and the $500 balance is a significant amount for me. Having it confiscated without a fair warning has caused me considerable distress. I have acted in good faith and hope that this matter can be reviewed and resolved fairly.  

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Do I understand correctly that you were not asked to pass the KYC verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for contacting back.

I only played slots.

I was never asked to pass or verify the KYC at any stage

No active bonus were used.

Dear ola_berjaya,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have forwarded you the email correspondence I had with them.

Hello,

thank you for your message and your emails.

Do you have any evidence of casino suggesting to you to open an additional account with a different email address? Can you please share that proof here in the thread or send it to my email address to katarina.d@casino.guru?

Looking forward to your reply,

Katarina

I have emailed you as well.

Hello,

thank you for your message.

Could you please resend the attachments from your previous message in a different format? The pictures have arrived very blurry and unreadable. Kindly send them to my email katarina.d@casino.guru.

Looking forward to your email,

Katarina

Hi

I have just emailed you again. Also I have forwarded you the original email thread as well.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ola_berjaya,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a TrustDice Casino representative to join this conversation and participate in resolving this complaint.

Dear TrustDice Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

Thank you for bringing this case forward. We have carefully reviewed the player’s account history and would like to clarify the situation.

The player’s original account "gls123" was closed following a 2 Factor Authenticator reset request. Our Compliance team advised the player to register a new account with a different email address, which resulted in the creation of the account "olaberjaya" on 2025-07-08.

However, we identified that a second account "frienever" was opened the very next day from the IP and same device and, used to play the same slot games. This constitutes a clear violation of our Terms & Conditions, Section 3.2, which strictly prohibits the operation of multiple accounts.

Kindly take note of our Terms and Conditions below: 

3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

In line with our policies, the linked accounts were closed and the funds were confiscated. While we understand the player’s position and the confusion that may have arisen from the Compliance email, the multiple-account rule remains binding for all users, regardless of intent.

We remain open to providing any further clarification directly within this complaint process.  

Kind regards,

TrustDice Casino Team

Dear TrustDice Casino,

Thank you for your response and the information you have provided.

Could you please state whether the player has claimed any bonuses in these accounts?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your follow-up. Please find below the bonus activity recorded on the player’s accounts:

u_gls123 – claimed 1 set of free spins and the 1st deposit bonus.

u_olaberjaya – claimed 1 set of free spins along with the 1st and 2nd deposit bonuses.

u_frienever – no free spins claimed.

This also breaches Section 10.6 of our Terms & Conditions, which prohibits claiming bonuses on duplicate accounts.

Kind regards,

TrustDice Casino Team

Dear TrustDice Casino,

Thank you for your response.

Could you please provide us with the complete evidence on the case? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message.

We have sent the complete compliance evidence regarding the ola_berjaya case to your email address (stefan.m@casino.guru). Please let me know if you require anything further.

Best regards,

TrustDice Compliance Team

Dear ola_berjaya,

We have received the evidence from the casino, which shows that you have created multiple accounts. We believe that the casino acted within its terms and conditions correctly.

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 any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru