TrustDice Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hello there I have an account with the trusdice.win and all of sudden they have closed my account with the balance of 4400 USDT.

They have asked for a kyc document and i have submitted them within 10 mins of request and still my account was closed without proper explanation. They simply mentioned the below 

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:

3.9 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.

when a player loses the funds NO KYC required nothing and when a player wins KYC required. 

And When you have asked for KYC documents I have submitted in the next 10 min of the request.

I have some 4400 USDT in my account.

Trustdice Can you please highlight to me what misleading information I have provided to you?

I am ready for even video call verification..

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?
• Which documents have you already submitted, and when did you send the most recent one? Has the casino indicated any issues with approving any specific documents?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear team

I have used only sports betting and no bonus was taken by me and i have provided India's National card Aadhaar card.(Latest one)

Am ready to provide alternative ids like driver license if required and also ready for video KYC.

And the casino not said any reason for id rejection and previously i don't have any account with them under my name or in my family members name.

Hopefully you were clear now.

Thank you for your reply, poind12. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.