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The casino stole my money because they say I was playing from a banned country when in the terms and conditions my country doesnt appear in his TC. At least I want the money which I have deposited back. I attach the email which I have received and the TC which I see because they dont fit.

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Dear PragmaticoH,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me a few questions so I better understand the situation.

• Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• When did you register and when was your account blocked?
• What country did you specify in your player profile when registering your account?
• Was your account verified before you lost access to your account?

I hope we will be able to help you to resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hi, I will answer your questions:

I haven't used any software to hide my IP.

I have signed up a few weeks ago and my account was blocked when I have tried to withdraw.

Spain.

No. I got blocked because I live in a forbidden country when in his spanish ToS it doesnt put spain is a forbidden country so they probably have manipulated the ToS to scam spanish people.

Thank you for the clarification.

Please provide the approximate dates for account registration and account blocking.

Could you also please tell me how much you deposited?

Have you accumulated your winnings with or without an active bonus?

Currently, Spain is not listed when I tried to register to the casino. At the time you registered, could you please clarify the country you chose in your casino profile?

Hi

-1st june and 15th june approximately.

-Over 200€ approximately.

-I haven't acumulated winnings, I only lose money.

-U should look again in www.trustdice.win/es because I can create an account without put the country where you live. However, you are ignoring me because I have said the terms and conditions are different but it looks like for you its normal and correct.

Thank you for your reply.

I understand your concern regarding the differences between the terms and conditions you saw and the casino's explanation. I am not ignoring this point. I am gathering all the necessary information first so that I can properly assess the circumstances before reaching any conclusions.

I can confirm that Spain is not mentioned under restricted countries in the Spanish version, but is only mentioned as restricted in the English version.

In your earlier reply, you stated that your account was blocked when you tried to make a withdrawal. Could you please clarify how much you were attempting to withdraw when your account was blocked?

Did you use a bonus or without a bonus to accumulate the money that you were trying to withdraw?

Regarding your comment about being able to create an account through the Spanish version of the website, do I understand correctly that you were able to create an account without selecting your country of residence?

Thank you in advance for your cooperation.

Good morning, I tried to withdraw approximately €230, although I don't remember the exact amount. I haven't activated any bonus, and the betting site itself allows you to create an account without specifying the country, when it should block access to anyone from Spain. If the terms and conditions were the same as in English, this problem wouldn't have occurred.

All the best.

Buenos días, intenté retirar aproximadamente 230 euros aunque no recuerdo la cifra exacta. No he activado ningún bono y la propia casa de apuestas te deja crear una cuenta sin indicar el país cuando tendría que bloquear el acceso a cualquier persona de España. Si los términos y condiciones fuesen los mismos que en inglés no habría sucedido este problema.

Un saludo.

Dear PragmaticoH,

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, Jana, (jana.k@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,

Jean

Dear PragmaticoH,

I sincerely empathize with your situation regarding the blockage of your account. Please rest assured that I will reach out to the casino promptly to work towards a resolution. In the meantime, I would like to invite a representative from TrustDice Casino to join our discussion to assist in addressing your complaint.

Dear TrustDice Casino,

Could you please clarify the reason for the player's account being blocked? Additionally, we would appreciate it if you could provide any relevant evidence regarding this matter. You may include your statement here, or alternatively, you can send the information to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and for providing the requested information.

Kind regards,

Jana

Dear Jana,

Thank you for your message.

We've sent our response to your email with the relevant information regarding this case. Please feel free to let us know if you need anything further or any additional clarification.

Kind regards,

TrustDice Team

Is there a reason why they don't want to give details publicly, or is it to steer the conversation in your favor?

Algún motivo por el que no se quieran dar detalles en público o es para llevarlo a vuestro terreno?

Dear PragmaticoH,

I hope this message finds you well. I would like to bring to your attention that the casino has indicated that Spain is listed as a restricted region in their English terms and conditions. However, it is worth noting that the Spanish version of these terms does not mention this restriction. As a gesture of goodwill, the casino is willing to refund you the net deposit. Please be advised that your account will remain closed in accordance with their jurisdiction policy. We would appreciate your feedback on whether this resolution is satisfactory for you. Thank you for your understanding and continued support.

Hello, that sounds good to me and I have no problem with the account remaining closed.

Buenas, me parece bien y no tengo problema alguno en que la cuenta permanezca cerrada.

Dear TrustDice Casino,

I would like to respectfully request a refund for the player concerning their net deposit. Your assistance in this matter would be greatly appreciated, and I kindly ask that you keep us updated once the refund has been processed. Thank you for your continuous support and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PragmaticoH,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana