TrustDice Casino - Das Spielerkonto wurde geschlossen und die Gelder eingezogen.

My account at TrustDice was active and functioning normally.

Before this issue, I successfully withdrew $40, which was approved and paid without any problem.

On November 12, 2025, I requested a withdrawal of $401. Immediately after submitting this request, my account was frozen and my funds were confiscated.

TrustDice later claimed that my account violated their "duplicate account" policy. I clearly state that I own and operate only one account. No evidence of any duplicate account has ever been provided to me.

I use a single, fixed, paid VPN service due to internet restrictions in my country. I do not use different VPNs or frequently change IP addresses. Previous withdrawals were approved while using the same VPN.

The suspension happened only AFTER the $401 withdrawal request, not before. No warning, restriction, or verification request was issued prior to freezing my account.

I am not requesting paid recovery services. I am only seeking a fair review and the release of my funds.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Have you used a VPN the entire time you've been using this casino? Which country did you choose in your VPN?
• Have you filled out all your personal information correctly in your account?
• Have you accumulated your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

Thank you for your message and for reviewing my complaint. Please find my answers below:

1) KYC:

I did not complete full KYC verification. No KYC was requested or required by the casino before my $401 withdrawal request, and my account was active and allowed to withdraw previously.

2) Multiple accounts / same IP:

No one from my family or household has ever created or used an account at this casino. I have always been the sole user of this account.

3) VPN usage:

Yes, I used a paid, private VPN service due to internet restrictions in my country.

I used the same VPN provider consistently, not different or rotating VPNs.

I did not change VPNs daily or use public/free VPNs.

The country selected on the VPN was the same and stable.

4) Account information:

All personal information provided in my account is accurate and belongs to me.

5) Bonus usage:

My winnings were generated without abusing bonuses. I did not violate any bonus rules.

I hope this clarifies the situation. I am fully willing to cooperate and provide any additional information if needed.

Kind regards,

Reza

Hello Veronika,

I would like to provide a short follow-up, as no response has been received from the casino for over a week.

I have fully answered all questions, provided clarification regarding my single account and single paid VPN usage, and shared all relevant evidence.

I kindly ask if the casino can be prompted to respond, or if any additional information is required from my side.

Thank you for your assistance.

Hello rizaebad,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Veronika

One week has passed since the extended timeline mentioned in your last update.

I would like to kindly follow up to ask if there are any updates from the casino regarding my case.

All required information and screenshots have already been provided, and I remain available for any further clarification if needed.

Thank you for your time and continued support.

Special thanks to you, Veronika, for your efforts and professionalism.

Kind regards

Dear rizaebad

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, Kubo (jakub.m@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,

Veronika

Veronika,

I would like to sincerely thank you for your time, support, and professionalism throughout this process.

I truly appreciate the effort and care you have put into handling my case.

Your platform is truly outstanding and exceptional, and it provides real value and protection for players.

I have great respect for the work you and your team do, and I will continue to support your website.

Thank you once again for everything.

Kind regards

Hello,

I confirm that this issue has been fully resolved.

My account was reopened, the balance was restored, and the withdrawal has been successfully completed.

Thank you to the Casino Guru team for your support.

This complaint can now be marked as resolved.

Kind regards

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

Dear rizaebad,

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,

Kubo