TrustDice Casino - Igrački račun je zatvoren, a dobici su oduzeti.

Hi

I played for a while on trustdice (crypto casino for norway)

I play big amounts think about 3k$ 5k$ deposits they never asked for any KYC or data. Played for a while deposited big amounts and withdraw big amounts. But now I did win 50.000 big amount ofcourse so they mailed me with KYC. No problem I did send them the documents they asked. They told me multiple times it would only take a few hours but it took a few days.

This mail i got.

Dear user,

We regret to inform you that after an investigation your TrustDice account has been banned and the funds were confiscated, this decision was taken according to the following terms and conditions:

3.7 You are aware that the right to access and use the website and any products there offered, may be considered illegal in certain countries. We are not able to verify the legality of service in each and every jurisdiction, consequently, you are responsible in determining whether your accessing and using our website is compliant with the applicable laws in your country and you warrant to us that gambling is not illegal in the territory where you reside. For various legal or commercial reasons, we do not permit accounts to be opened or used by customers resident in certain jurisdictions, including Netherlands, France, United Kingdom, Australia, Spain, Singapore, China (including SARs), Sweden, the United States of America (and her dependencies, military bases and territories), Norway, the Dutch Caribbean Islands (Curaao, Aruba, Bonaire, St. Maarten, St Eustatia and Saba), or other restricted jurisdictions ("Restricted Jurisdiction") as informed by us from time to time. By using the Website you confirm you are not a resident in a Restricted Jurisdiction.

Best Regards,

TrustDice Compliance Team

So what they did they changed their T&C that norway is not allowed (during my KYC process) . I did check this multiple times when playing and norway was never in this list. Now during my big win and withdrawal request they changed and banned norway. Probably the casino is in big financial problems if they try these kind of things for just 50k. Ofcourse they did let me sign up and play from norway all the time and its crazy ofcourse that they try to screw me over this way.

Hope someone here can help me with this case. All big highrollers be warned for this site.

Dear player,  

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

• When did you create your account at the casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you made any successful withdrawals before?
• Please specify the date when you made the big win and when KYC was requested?
• 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,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe

Hi

• Not sure the exact date but when I check my mails back I did a pasword reset at 11 July so probably around that date.
• I played mostly live casino and sometimes some slots.
• Yes I made plenty of withdrawals before I think easy 50k +
• 15th of August I got the request for KYC that day and the day before I made the winnings if I remember correctly.
• it was all cash balance no bonuses involved
• 
  
• to make things more clear. I was a big VIP highroller and even had my own VIP manager. So ofcourse that would never happend if *I was not allowed to play from norway etc etc*

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you NorskGambler for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrustDice Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

Dear CasinoGuru Team, 

Greetings from the TrustDice.win Team. We hope this message finds you well.

We appreciate the opportunity to clarify the situation regarding this player’s account.

After reviewing the case, we wish to outline the following:

TrustDice is obliged to follow strict compliance obligations and cannot allow players from certain restricted jurisdictions, including Norway. These restrictions exist for regulatory, licensing, and anti–money laundering reasons and are not negotiable.

While players are able to register and play prior to completing full verification, it is during the KYC process that residency is formally confirmed. In this case, once KYC documentation established that the player resides in Norway, we were required to act in line with our compliance policies.

As outlined in our Terms & Conditions (kindly see below), accounts registered from restricted jurisdictions are considered invalid. Consequently, any winnings generated under such accounts cannot be honored. This is not a discretionary decision but a compliance requirement designed to protect both the platform and its stakeholders.

3.7 You are aware that the right to access and use the website and any products there offered, may be considered illegal in certain countries. We are not able to verify the legality of service in each and every jurisdiction, consequently, you are responsible in determining whether your accessing and using our website is compliant with the applicable laws in your country and you warrant to us that gambling is not illegal in the territory where you reside. For various legal or commercial reasons, we do not permit accounts to be opened or used by customers resident in certain jurisdictions, including Netherlands, France, United Kingdom, Australia, Spain, Singapore, China (including SARs), Sweden, the United States of America (and her dependencies, military bases and territories), Norway, the Dutch Caribbean Islands (Curaao, Aruba, Bonaire, St. Maarten, St Eustatia and Saba), or other restricted jurisdictions ("Restricted Jurisdiction") as informed by us from time to time. By using the Website you confirm you are not a resident in a Restricted Jurisdiction.

While our restricted country list is periodically updated for clarity, the underlying compliance rule that prohibits players from restricted jurisdictions has always applied. Residency in a restricted jurisdiction has always been grounds for account closure, regardless of when the issue is identified.

We understand that the player may feel this outcome is unfair, but our actions were taken in strict adherence to compliance obligations that we cannot override.

Thank you for your understanding. We remain at your disposal should you require further clarification.

Kind regards,

The TrustDice Team

Thank you for your clarification TrustDice Casino representative; however, we would like to emphasize that it is an industry standard that restricted countries are blocked at the software level. In other words, players from restricted jurisdictions should not be able to access the website, create an account, or participate in any gaming activities. These measures are in place precisely to prevent situations like this, where a player unknowingly registers and plays from a country that is later cited as being restricted.

If your system allowed the player to select Norway from the registration form, successfully open an account, deposit funds, and participate in games, then it is only reasonable and fair that their winnings be honored in full. Restricting a country after a player has already played and won creates a situation where the player bears all the risk, while the casino avoids any consequences.

In light of this, we believe the appropriate resolution is to honor the player’s winnings in full and leave the account closed afterwards. I hope we will be able to come to a compromise in this situation. Otherwise, we might be forced to close the complaint as unresolved, which may negatively affect your rating.

Thank you in advance for your reconsideration!

Dear CasinoGuru Team,

Thank you for reaching out and for allowing us the opportunity to clarify this matter regarding the player Daniel7666 / NorskGambler.

Following a standard Know-Your-Customer (KYC) review initiated after a large win, our compliance team confirmed that the player resides in Norway, which is now a Restricted Jurisdiction under our updated Terms and Conditions (Clause 3.7).

TrustDice is legally required to exclude residents of restricted jurisdictions from participation and to invalidate any accounts or winnings associated with such residency once confirmed through formal verification.

The decision to add Norway to the restricted list was not arbitrary or discretionary, but a compliance-driven adjustment made to align with updated licensing and anti–money-laundering (AML) requirements.

As stipulated in Clause 3.7 of our Terms and Conditions:

"3.7 You are aware that the right to access and use the website and any products there offered, may be considered illegal in certain countries. We are not able to verify the legality of service in each and every jurisdiction, consequently, you are responsible in determining whether your accessing and using our website is compliant with the applicable laws in your country and you warrant to us that gambling is not illegal in the territory where you reside. For various legal or commercial reasons, we do not permit accounts to be opened or used by customers resident in certain jurisdictions, including Netherlands, France, United Kingdom, Australia, Spain, Singapore, China (including SARs), Sweden, the United States of America (and her dependencies, military bases and territories), Norway, the Dutch Caribbean Islands (Curaao, Aruba, Bonaire, St. Maarten, St Eustatia and Saba), or other restricted jurisdictions ("Restricted Jurisdiction") as informed by us from time to time. By using the Website you confirm you are not a resident in a Restricted Jurisdiction."

Further, Clause 3.9 states:

"3.9 We have the right to carry out "KYC" (Know Your Customer) verification procedures and access to your Member Account may be blocked or closed if you don’t complete KYC verification, don’t provide KYC documents within 72 hours or we determine that you have supplied false or misleading information."

Once residency was confirmed through KYC, the account could no longer legally remain open, and winnings generated under such circumstances became non-eligible for payout. This decision was not based on discretion but on license compliance and mandatory jurisdictional restrictions.

We understand the player’s frustration concerning timing. However, please note: The inclusion of Norway was implemented prior to completion of the player’s KYC verification. Residency-based restrictions are enforced only once KYC confirms legal domicile, which is the only reliable compliance stage for crypto users who may connect via VPN or dynamic IP addresses. This enforcement model is standard in the Curaçao-licensed crypto gaming sector, where pre-KYC geographic restrictions cannot reliably prevent access due to blockchain anonymity and global reach.

Therefore, this was not a retroactive rule change, but a compliance confirmation triggered by verified residency data. While we appreciate CasinoGuru’s view that restricted countries should ideally be blocked at registration, such geo-blocking is technically limited in the crypto space. VPNs, Tor, and decentralized wallets make it impossible to guarantee precise geographic exclusion without verified KYC data. For this reason, TrustDice enforces jurisdictional restrictions upon identity confirmation — not upon sign-up. This model is both legally valid and consistent with AML best practices under Curaçao regulation.

We regret that this situation has caused dissatisfaction; however, our actions were:

Legally required under Curaçao licensing conditions, Consistent with our Terms and Conditions (3.7, 3.9, 13.1), and A necessary measure to maintain compliance integrity across all restricted jurisdictions.

TrustDice remains committed to fair play, regulatory transparency, and responsible operations. We hope CasinoGuru will recognize that this outcome arises from compliance obligations, not unfair treatment, and that our continued cooperation demonstrates our respect for player protection and industry standards.

Kind regards,

The TrustDice Team

Thank you for your clarification TrustDice Casino representative. However, we believe that preventing players from accessing the website from restricted geolocation is, at this point, an industry standard and should be implemented on the software level. If the player went around this restriction using a VPN, for example, we would support your claim, but the player has not made any attempt to mask their location according to our records, and accessed the site strictly from a Norwegian IP. As such, we believe your actions to be unfair and against our Fair Gambling Codex and we will close this complaint as unresolved.

Dear NorskGambler, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of NorskGambler. We received the following message:

Hey, I’m reopening this complaint because the casino recently contacted me after suddenly wanting to offer a "solution" six months later.

They emailed me out of the blue, asking if I would be open to resolving this matter privately. Until now, they had not responded at all, even though Casino Guru ruled in my favor and determined that they owe me $50,000.

Now, six months later, they reached out to see if we could settle the issue—and that I could remove my complaint. Apparently, this is very important to them because their trust score has dropped significantly, suggesting that they engage in these kinds of scams frequently.

After some back-and-forth emails, they offered to pay only $3,500 to have me remove the complaint and close the case. This is, of course, absurd—they scammed me out of $50,000 and wanted to handle it "privately."

However, in order to warn others about how this casino operates, I am sharing this openly in this complaint. TrustDice, I am giving you one more chance to resolve this, but it will be done publicly.

Dear Daniel7666,

Thank you for your reply. 

In the interest of bringing this long-standing dispute to a constructive and amicable close, and without any admission of liability or waiver of our compliance position, we are prepared to revisit a goodwill-based settlement proposal.

Our intention is to reach a practical resolution that allows all parties to conclude the matter and move forward.

Following further internal consideration, we are prepared to increase our previous settlement offer and propose a revised goodwill resolution of 5,000 USDT as a full and final settlement of this complaint.

This offer is made strictly on a without-prejudice basis, and is extended solely in the interest of resolving the dispute and improving overall resolution outcomes with Casino.Guru.

We remain open to constructive cooperation and thank you for your continued mediation.

Kind regards,

TrustDice Compliance Team

Hi

Its clear that they know they are wrong and just try to buy it off for 10% of what they need to pay.

You need to pay me my 50.000 USD That I won fairly.

When you are a legit casino you follow up that advice from casinoguru staff.

I wont accept 5k I want 50k Untill than I wont close or remove anything.

Dear Daniel7666,

Thank you for your response.

We would like to clarify that our willingness to discuss a settlement should not be interpreted as an admission that our compliance findings were incorrect or that we accept liability for the amount claimed.

As stated previously, the settlement proposal was made on a without-prejudice basis and solely as an attempt to resolve a long-standing dispute amicably and avoid further time and resources being spent by all parties involved.

We respect your decision not to accept the proposal. However, we do not agree with the characterization that the offer constitutes an acknowledgment that the claimed amount is owed. Our position regarding the underlying circumstances of the case remains unchanged.

Should you wish to continue discussing a mutually acceptable resolution, we remain open to constructive dialogue through Casino Guru.

Kind regards,

TrustDice Compliance Team

Hello everyone,

My name is Michal and I am taking over this case.

Dear TrustDice Casino,

Given that Norway was added to the restricted countries list after the player's registration, the retroactive punishment imposed on the player creates a scenario in which the player had no opportunity to comply with the casino's rules. In other words, there was no way for the player to come out of this unpunished. In agreement with my colleague Peter, I believe that the player should be entitled to the full amount. Another option is to reach an agreement with the player. Otherwise, I will be forced to close this complaint as unresolved. I am looking forward to hearing from you.

Dear Michal,

Thank you for taking the time to review this case and for sharing your assessment.

We appreciate Casino.Guru's efforts to facilitate a resolution and have carefully considered both your comments and the player's position. As demonstrated by our previous settlement proposal, we have made genuine efforts to explore an amicable resolution despite maintaining our original compliance position.

At this stage, we require a little additional time to conduct further internal discussions regarding this matter before we are able to provide our final response.

We appreciate your patience and understanding, and will revert as soon as those discussions have concluded.

Kind regards,

TrustDice Team

Dear TrustDice Casino,

I appreciate your continued attention to this case. We are waiting for your updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Thank you for your patience while we completed our internal review.

We appreciate the time Casino.Guru has invested in examining this matter, and we fully understand your position regarding the timing of Norway's inclusion within our restricted jurisdictions.

After careful consideration at the highest level internally, we must respectfully confirm that our position remains unchanged.

The account review and subsequent closure were carried out following our compliance procedures once the player's residency was verified during KYC. Based on those findings, we are not in a position to approve payment of the claimed winnings.

That said, we recognise that Casino.Guru has taken a different view of the circumstances surrounding this case. Although we do not agree that we are contractually or legally obliged to pay the full claimed amount, we have nevertheless made genuine efforts to resolve the dispute through a goodwill settlement. Those proposals were made solely to reach an amicable conclusion and should not be interpreted as any admission of liability.

Unfortunately, no mutually acceptable agreement has been reached.

We regret that we have been unable to satisfy both the player and Casino.Guru in this matter. Unless the player becomes willing to engage in a negotiated settlement, we have nothing further we can reasonably add beyond the explanations already provided throughout this complaint.

We thank Casino.Guru for handling this matter professionally and remain available should any genuinely new information arise in the future.

Kind regards,

TrustDice Compliance Team

Dear TrustDice Casino,

Thank you for your cooperation thus far. We firmly believe that adhering to the terms and conditions regarding restricted countries is essential, provided these restrictions are effectively implemented on the casino's software side. Regrettably, it appears that this has not been the case in this instance.

Additionally, I would like to bring to your attention that Norway was only identified as a restricted country during the player’s KYC process. This means the player had registered, deposited, played, and won while operating under the impression of being a legitimate participant.

I wish to emphasize that, given the disputed amount, closing this case as unresolved will have a significant negative impact on your safety index. Therefore, I kindly request that you reconsider your decision regarding this matter one last time. Please let me know your definitive stance, and I will deal with this complaint accordingly.

I am looking forward to hearing from you.

Dear Michal,

Thank you for your continued patience and for your latest message.

We appreciate the importance of this matter and the concerns you have raised. Given the potential implications of this case, we are currently conducting further internal discussions with the relevant stakeholders to ensure that any final response reflects a fully considered position.

We kindly ask for a little more time to complete these discussions. We expect to finalize our internal review and provide our definitive response early next week.

We appreciate your understanding and thank you for your continued patience while this process is completed.

Kind regards,

TrustDice Compliance Team

Dear TrustDice Casino,

Thank you for the reply and for your willingness to resolve this case. We are waiting to hear from you.

Dear Michal,

Thank you for your continued patience and for the additional time granted to complete our internal review. We appreciate Casino.Guru's efforts in facilitating this matter and acknowledge the concerns you have raised throughout the complaint.

Following further discussions with senior management and after carefully reviewing the circumstances of this case, we have decided to further increase our goodwill settlement proposal with the aim of reaching an amicable resolution.

While our compliance position remains unchanged, and we continue to maintain that the account closure and confiscation were carried out in accordance with our Terms and Conditions and applicable compliance requirements, we also recognize the value of resolving long-standing disputes where possible.

Without any admission of liability, and strictly on a without-prejudice basis, we are prepared to increase our previous goodwill proposal and offer the player 10,000 USDT as a full and final settlement of this complaint.

This proposal is made solely in the interest of reaching a practical and mutually acceptable resolution and bringing this matter to a close.

Should the player be willing to accept this offer, we will cooperate promptly to finalize the settlement through the appropriate channels.

We thank Casino.Guru for its professionalism and the considerable time invested in reviewing this case, and we remain available should the player wish to accept this final proposal.

Kind regards,

TrustDice Compliance Team

Dear TrustDice Casino,

Thank you for the reply. Your cooperation is greatly appreciated.

Dear NorskGambler,

Could you give us your thoughts on the proposed settlement?

Hi

I won 50000$

everyone agreed I won it fairly and its your mistake

so 10000 $ is a joke I wont accept it.

i rather have everyone knowing youre a scam casino. Pay my 50000 anything else i wont accept

Dear everyone,

I understand the player's decision. We also believe that they should be entitled to the full amount of $50000. Since the casino stated that this is their final proposal, there is unfortunately nowhere to go from this point.

Norway was added to the casino’s restricted countries list only after the player had registered. Furthermore, the restriction was not effectively enforced by the casino’s software, allowing them to deposit, play, and win before the issue was identified during the KYC process.

We believe that applying this restriction retroactively is unfair, as the player had no opportunity to comply with the updated rules. In our view, the player should have received the full disputed amount, or the casino should have attempted to reach a reasonable agreement with the player. As you are unwilling to reconsider your decision, we are closing this complaint as unresolved.

In the meantime, I recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me an email at michal.v@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of NorskGambler. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have receive an email from the player with the confirmation that the case was resolved.

Dear NorskGambler

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru