TrustDice Casino - Die Gewinne des Spielers werden aufgrund eines Kontoproblems beschlagnahmt.

I have win 10k 3 or 4 day before trustdice have pay with no problem after i win 24k an the casino said i have a multiple account an is not..an i still waiting for a prouve i have more than 1 account they still have my 24k in btc.But no response for now.i can't believe that

I so depressed cause I have win but I have loose in this casino

Dear louisdion1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better, I would like to ask you a few questions to clarify the situation:

• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Could you please specify if you passed the full KYC verification?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Actually yes my ex girlfriend sponsored me to minimize to trusdice but she is no longer at my house

No making VPN or IP address

An for KYC I do not complete but I win April 4, 2025 $11,000 an they pay within 2 hours an 2 smaller winnings which were paid quickly. It was not written mandatory

En fait oui mon ex girlfriend m'a parainner pour minimiser à trusdice mais elle n'est.plus chez moi

No making vpn or ip adress

An for kyc i not complète but I win avril 4 2025 11000$ an they pay inside 2 hours an 2 plus petit gain qui ont été payés rapidement. C'était pas écrit obligatoire

Hello i try to do my best i have send my drivers license my canadian health card my new canadian passport the proof when I receive my last withdrawal to 11000$ with absolutely everything.my last electricity bill picture to my banking card for btc I use always the same.a picture to me with my open passport same with my drivers license.i try to send a video of me but it's to big for e-mail so!!!!

Do you think something more possibly to

help me more?

Thanks a lot for your help we talking about 0.222613 btc =26000$ cad it's a lot of money and I have spend a lot of money to winning this

LouisP. D. québec canada

• 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.

They reply this i don't have duplicate account i have only one.i can't understand what's happened now.I just wanna die now 25000$ wow :,(

Thank you for your responses. I just want to make sure I fully understand the situation:

Did your ex-girlfriend also create an account at TrustDice Casino while she was living with you?

Or did she only send money to your gaming account using her bank card?

Did you and your ex-girlfriend both use the same device to access and play on two different casino accounts?

Thanks again for your cooperation.

No she never living with me no never use her bank card an never sending money to me.An no if she has play she as play with her cellphone

Ok sorry I send all messages at the wrong place but your last message said you are a few important questions about my complaint so anytime.I waiting to answer all your questions and send you every proof I have

Thanks again an have good day

I know you are really busy an I don't want to pass before other complaint but it's 25k$ an its really hard at this time

I need this money cause I don't have multiple account that's really frustrating but let me know if i can do something for help my case an your job

🫶

I have talk with trustdice to trustpilot website.This is the answer they're open to clarify this mistake.I swear is gonna help this case.To resolved soon as possible.

Best regards

Louis-Philippe D.

[email hidden by Casino Guru]

Thank you for your help

I gonna be always to your disposition

Happy Easter 🐇🪺🍀

Thank you very much, louisdion1980, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi thanks for your answer an it's gonna be a pleasure to make a team to Mr jakub.

Dear louisdion1980,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the TrustDice Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear TrustDice Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Thanks i really appreciate this i really want to be clear this mistake with trustdice.

Thank you for giving me a chance to clarify my case

Dear Kubo,

Thank you for allowing us the opportunity to provide further clarity on this case.

Following a thorough review, the user’s account was permanently closed due to a clear violation of our Terms and Conditions — specifically our one-account policy, as outlined in Section 3.2:

"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."

It was confirmed that the user was actively playing on another linked account with the same IP address, which was also used to refer their main account—an action explicitly prohibited by our Terms.

As per Section 3.2, any breach involving self-referral or simultaneous use of multiple accounts leads to account closure and forfeiture of winnings.

We fully understand that users may sometimes involve friends or family members. However, when multiple accounts are accessed from the same location or used in a coordinated manner, we must act to protect the fairness and integrity of our platform.

We are happy to provide additional supporting evidence upon request.

Thank you for your understanding.

TrustDice Team

Dear trustdice I try to understand what you say.The person sponsor me to trustdice came visiting me.An I win before 11000$ so when im playing she have try her luck with a small amount because she don't have a lot of money an she loose at this time.Then when she know I have received email to multiple account she's writing to trustdice to explain what's happening but we are French person an its not really clear about this rules.Cause it's normal I receive some visit an I can't prevent what she doing on her cellphone. It's not a fraud or something like that it's just a little mistake.But you confiscated 0.222xxx around 26K$ cad.Thats a big amount it's a most winning I have in my life an you're confiscated cause you're sais i ha multiple account but is not true I have only one account.Its just an error cause we have not understand your rules at this sense

Ok im really sorry about my English I wish Kubo will gonna explain better than me.

But since April 9 I feel depressed an nervous.I don't wanna make a drama but you can trust me it's a really difficult time in my life I loose my mother's my job an disaster water in my house.Im exhausted So please try to understand. I never wanna fraud or try something wrong with trustdice

Kubo can you try to be better an clear my message I try to do my best.Its really important to understand the rules in french is not clear like that or I'm not understand clearly what they say

Thanks I wish we gonna resolve this case soon as possible an everybody gonna feel good after God bless you

Dear trustdice I thinking about that since this morning an I gonna be crazy!!I understand your rules now but you have no reason to blocked my account an confiscated my money for only 1 time my friend is connected a few minutes in same time to me.We just play to online casino an we connected to trustdice but they not say..Ok don't go to trustdice an play at playojo cause they gonna stole my 25000$.Honestly we have one each account but she's not living in my house.An i don't know what she doing on her phone.This is very weird honestly.Maybe you're blocked my account cause I win a big amount that's it's possible cause this rules have no sense.Ok i understand if she live in my house an we have each account but she's coming visiting me 4-5 times a years.

Anyway

I gonna wait to Kubo i need to see is opinion about that

Ok the real question is if she have use a cellphone data right next to me in my house an we play same time to trustdice your never confiscated my money an blocked my account?Right?The thing is when she come to my home the wifi connected automatically.So i loose 25K$ cause her phone as connected automatically to my wifi??

Dear TrustDice Casino,

Thank you for your clarification.

I understand that the policy allowing only one account per IP address is a standard practice across many online casinos. However, our position on this matter remains unchanged: if two accounts belong to two distinct players who can successfully verify their identities and demonstrate that they are using their own funds, their winnings should be honored.

Could you please confirm whether the KYC process has been fully completed for both accounts in question?

Thank you for your cooperation.

Only after they close my account cause I never have problem before i receive my new passport April 7 so I send everything after but they just talk about 3.2

Everything gonna be send passport driver license picture only video can't send cause is to big.My friend write to trustdice right when she understand the mistake to explain what's happening.no answer an she close her account cause she have thinking it's gonna help me not sure she have play to casino she's connected an that's it but I need to ask her what's she doing not sure

I can proof my kyc an i can ask my friend to proof her identity i can proof everything

Ok I ask the question an im wrong.when I win 0.222xxx btc my friend she is not in my home she as to italie an she write to trustdice to explain its only the other time when I have win 11000$ I think she is to my house.But I confirm it's impossible to April 9 2025 have another account connected to trustdice.Im sorry about this mistake but the thing is they are pay my 11000$ no stress.Its clear now i made a mistake with the time.To much thing in a same time

But I'm pretty sure she are Italia so I not remember when she connected same time to me.But anyway she not living with me.I living alone an I have only one account i swear God it's a truth

Again sorry for my English

Your deposits or winnings confiscated by a Curacao licensed online casino or sportsbetting? (TRUSTDICE) A gambling addiction abused by a Curacao operator? Your child targeted? Stealing from players can prove a lucrative bookmaker businessmodel. Many are happy to take deposits without identity, age and country verification, even throwing bonusses without outlining the fine prints. However, if you actually win something, a variety of tricks may be used to prevent you from withdrawing. Known criminal techniques are withdrawal restrictions, fraudulent bonus terms and post obstructive KYC requirements. The SBGOK foundation helps victims to recover legitimate claims. We support loss recovery through investigation, mediation and litigation.

I can proof my identity but you can see my account is open since 2023 i play an I receive bonus before without any problem but oupsy !!! When finally I win a big amount its confiscated.Come on!!!Really

translate

Cryptocurrency Deposits and Withdrawals on TrustDice

To get started with TrustDice, simply register on our platform by completing the registration process. We don't require you to enter any personal information or undergo KYC checks, making the process quick and easy. Once registered, you can easily deposit funds using cryptocurrencies—not just Bitcoin, but also various altcoins. Popular alternatives include Ethereum and Litecoin. Simply select your preferred coin, agree to generate a wallet address, and use that address to transfer funds to your newly created casino wallet. Here are the cryptocurrencies we accept

Dear Kubo,

Thank you for your follow-up and for taking over the case.

We fully respect Casino Guru’s commitment to fair play and account ownership. At TrustDice, we share this commitment and uphold a strict one-account-per-IP/device/household policy as part of our fraud prevention framework, which is clearly outlined in our Terms of Service.

Following an internal investigation, we identified a strong link between the complainant’s account (Louif_1980) and another active account (Emilyfoisy.84@gmail.com), both accessed from the same IP address within a short timeframe. This activity was flagged by our systems as a violation of our Terms and Conditions, which prohibit multiple accounts per household, IP, or device unless explicitly approved in advance.

Moreover, both users were connected through our referral program. We consider it abusive when users attempt to profit from referral relationships involving IP-linked accounts, especially when the referral is the only one made and occurs within such a limited timeframe. This behavior falls under our definition of referral abuse.

The complainant also acknowledged that his friend (Emily) created an account while visiting and using his Wi-Fi. While we appreciate this transparency, such activity remains a breach of our multi-accounting policy, regardless of the claimed relationship between the individuals, unless the situation is proactively disclosed and permission granted beforehand.

The winnings in question were therefore confiscated in accordance with our policies. We also confirm that neither player was required to undergo KYC at the time, as per our internal policies.

We enforce our policies consistently to maintain fairness across our platform and are happy to provide further technical details if necessary.

Kind regards,

TrustDice Team

Nobody's connected in a same frame time at april 9 when I win with my money

When she's connected to the same frame time earlier?

Dear louisdion1980,

Thank you for sharing all details so far. Just for your information, you're welcome to use French in this complaint thread. All posts are automatically translated, so there's no need to worry about writing in English.

Dear TrustDice Casino,

As part of Casino Guru’s Complaint Resolution Center, we advocate for fairness and balance in disputes where player funds may have been unjustly withheld. While we respect your policies on multi-accounting and referral abuse, I believe this case deserves further consideration.

The player acknowledges that his ex-girlfriend - who no longer resides with him - referred him to TrustDice. While she may have briefly accessed the platform using the same Wi-Fi in the past, there was no intent to exploit bonuses or violate your rules. The accounts were operated independently, and the player had previously received multiple withdrawals, including a $11,000 win on April 4, without issue and before completing full KYC - indicating no concerns at the time. It is our position at Casino Guru that if the players in question can verify their identities and there is no evidence of coordinated abuse or unfair advantage, their winnings should be honored.

We kindly ask that you re-evaluate whether the strict enforcement of your policy was proportionate in this case, especially given that the disputed $24,000 was won through regular play, not bonus abuse.

To better understand the basis for your decision, I kindly ask you to share the technical details related to this case, specifically the login history for both accounts in question. You may send this information directly to me at jakub.m@casino.guru.

Thank you for your time and cooperation.

Thank you Kubo for your message. I wanted to add that my friend may have connected to my wifi at the same time as me a few times. And I'm sorry for that! However, my friend tried 2-3 times maximum with small amounts if not never withdrawn money. I understand trusdice to have a certain rigidity on their rules that I had never really seen elsewhere and honestly not quite understood 100%. To prevent fraud, thieves and even money laundering. But I swear that I do not play in that league. I am an honest person who likes to play at the casino when I have the means but I am far from being a rich person to do these things. I really hope that trusdice will understand that we never had the intention or even a shadow of an intention to defraud anyone.

Thanks to both parties for trying to resolve this situation.

Best regards, if there is anything I can answer or do to help, I'm all ears.

THANKS

[redacted by Casino Guru]

Merci Kubo pour votre message.Je voulait ajouté que mon amie a peut-être connecter sur mon wifi en même temps que moi quelques fois.Et je suis désolé pour ça!Cependant mon amie a essayé 2-3 fois maximum avec de petit montant si non jamais retiré d'argent.Je comprends trusdice d'avoir une certaine rigidité sur leurs règles que je n'avais jamais vraiment vu ailleurs et honnêtement pas tout à fait compris à 100%.Pour empêcher les fraudes,les voleurs et même le blanchiment d'argent.Mais je jure que je ne joue pas dans cette ligue la.Je suis un honnête personne qui aime jouer au casino quand j'ai les moyens mais je suis loin d'être une personne riche pour faire c'est choses là. J'espère vraiment que trusdice comprendra que jamais nous avons eu l'intention ou même une ombre d'une intention de frauder qui que ce soit.

Merci au deux parties d'essayer de résoudre cette situation

Bien à vous au plaisir si je peux répondre ou faire quelque chose pour aider je suis toute oui

Merci

[redacted by Casino Guru]

Dear CasinoGuru Team,

Thank you for reaching out. We've received your message and have responded to you privately via email (to jakub.m@casino.guru) with the requested information and supporting evidence.

Best regards,

TrustDice Team

Dear Trustdice,

I am very happy to see the efforts you are making with Kubo to try to find an agreement. I noticed in your last message that you were less defensive and I felt in some way that you understand my words and that there is a dose of goodwill to resolve this request positively. I am eager to see your conclusion. Please understand that if I had in any way something to reproach myself for I would have already dropped these steps. But in my humble opinion I believe I am within my right to receive my 0.222xxx bitcoins. Because I would not even be capable of doing something fraudulent or even thinking about committing fraud etc. I only played at your casino and I honestly won the largest amount of my life. And I was overwhelmed and I still am not to be able to receive this amount which would have changed so many things positively in my life. Finally I allow myself to remain positive for this quick resolution. That I can turn around and continue my business and my life without all this financial stress.

Sincerely

[redacted by Casino Guru]

Dear trustdice,

Je suis très heureux de voir les efforts que vous faites avec Kubo pour essayer de trouver une entente. J'ai remarqué dans votre dernier message que vous étiez moin sur la défensive et j'ai ressenti d'une quelconque façon que vous comprenez mes propos et qu'il y a une dose de bon vouloir pour résoudre positivement à cette requête. Je suis impatient de voir votre conclusion. Comprenez bien que si j'avais d'une quelconque façon quelques choses à me reprocher j'aurais déjà laissé tomber ces démarches. Mais à mon humble avis je crois êtres en mon droit de recevoir mes 0,222xxx bitcoins. Car je saurai même pas capable de faire quelque choses de frauduleux ou même penser à commettre une fraude etc. J'ai seulement joué a votre casino et j'ai gagné en toutes honnêteté le plus gros montant de ma vie. Et j'ai été renversé et je le suis encore de ne pas pouvoir recevoir ce montant qui aurait changé tant de choses en positif dans ma vie. Enfin je me permet de rester positif pour cette résolution rapide. Que je puisses me retourner de côté et continuer mes occupations et ma vie sans tout ce stresse financier.

Cordialement

[redacted by Casino Guru]

Dear TrustDice Casino,

Thank you for your email and for providing an explanation regarding the recent issue. Please accept my apologies for the delayed response.

While I appreciate the time and effort taken to investigate the situation, I must respectfully express my disagreement with your conclusion. From our perspective, as long as players are able to successfully complete the KYC process and verify that they are playing on their own behalf, using their own funds, they should remain eligible to receive any winnings accrued - regardless of whether they share an IP address or physical location.

We understand that multiple accounts accessed from the same IP may raise concerns regarding potential policy violations. However, a successful KYC verification should reasonably address and dispel doubts regarding the authenticity and ownership of these accounts.

In regard to the referral program concerns, I would like to point out that such programs are commonly designed to encourage players to invite friends to the platform. From this perspective, it seems entirely consistent with the intended use of the referral system, and I see no clear indication of abuse in this case.

Given the circumstances, I kindly urge you to reconsider your decision. I believe a fair resolution is possible and would welcome the opportunity for further discussion if needed.

Thank you for your time and understanding.

Dear Trustdice

I understand that you still do not agree to pay me my winnings. I think Kubo summed up the situation very well. I wonder if you are not ready to pay my winnings of 0.222613btc because bitcoin has increased a lot since this dispute I would be happy to have an amicable agreement with you to settle this matter.

I am just one player with no history who would like to receive the winnings honestly earned.

Please reconsider your decision.

Cher trustdice

J'ai cru comprendre que vous n'acceptez toujours pas de me payer mes gains.Je trouve que Kubo a très bien résumé la situation.Je m'interroge si vous êtes pas prêt à régler mes gains de 0.222613btc car le bitcoin a augmenté beaucoup depuis ce litige je serais heureux d'avoir une entente à l'amiable avec vous pour régler se dossier.

Je ne suis qu'un seul joueur sans histoire qui souhaiterait recevoir les gains honnêtement gagné

Merci de reconsidérer votre décision

Dear Kubo and the Casino Guru Team,

Thank you for your continued engagement on this case.

While we appreciate their willingness to provide documentation, identity verification in this context does not override the core issue—the breach of Clause 3.2 of our Terms and Conditions, which clearly prohibits multiple accounts from the same household, IP address, or device.

As stated in Clause 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."

This clause is designed to prevent abuse patterns such as multi-accounting, bonus misuse, and self-referrals—even in cases where more than one individual may reside at the same address.

In this specific case:

• Two accounts were created and accessed from the same residential IP address.
• louif1980 referred by millll with milllli receiving referral commissions, strongly indicating coordinated activity or a self-referral attempt.

Whether or not the individuals are distinct is immaterial to the violation. Clause 3.2 exists precisely to address such scenarios, and we cannot make exceptions based on document submissions made after a ban, especially when the breach involves both IP and referral abuse.

Allowing such behavior—especially where one account benefits directly while the other serves as the "referrer"—would open the door to systematic abuse. We cannot make exceptions without compromising the integrity of our platform and bonus systems.

Therefore, we are upholding our decision to close the account and forfeit the related winnings in accordance with our T&Cs. We understand this may not be the outcome the player was hoping for, but we must maintain a consistent and fair approach to ensure the integrity of our platform.

We appreciate your understanding and remain available should you require any further details.

Kind regards,

TrustDice.win Compliance Team

Dear Trustdice

I don't know why you're talking about 2 other accounts and two referrals. I have no knowledge of this and I contacted my friend and she hasn't referred me twice. Can't you make an exception???

Kubo is currently on hiatus or vacation, however, trust me I won't lose almost 1/4 of a BTC because you don't want to be honest.

I will wait for the return of Kubo who was supposed to have received the information by personal email and who had explained extremely well that there had been no fraud. I see that you only want to not pay me this honestly earned sum.

Please know that I have full confidence in Kubo and Casinoguru, however, if you do not want to cooperate in this regard, I would have reworked my complaint with a lawyer and an agency against casino scams on the island of Curacao.

I will fight this injustice to the death. Unfortunately, I have nothing left to lose in life. This cause is keeping me alive for now.

So I'll wait for Kubo to come back and if he has no other option I'll go another way

I am really disappointed with your decision and especially after being reviewed by a casino complaints professional. I have read a lot about several other complaints similar to mine and more often than not they are dismissed by casinoguru However my case is clearly not an abuse as it was explained to you previously

[redacted by Casino Guru]

Dear trustdice

Je ne sais pas pourquoi vous parler de 2 autres comptes et de deux parrainages je suis aucunement au courant de cela et j'ai contacté mon amie et elle ni avoir parrainé 2fois.Vous pouvez pas faire une exception???

Kubo est en se moment en arrêt ou en vacances cependant croyez moi que je ne perdrai pas presque 1/4 de btc parce que vous ne voulez pas être honnête.

J'attendrai le retour de Kubo qui était supposé avoir reçu les informations par courriel personnel et qu'il avait extrêmement bien expliqué qu'il n'y avait pas eu de fraude.Je constate que vous ne voulez seulement ne pas me payer cette somme gagné honnêtement.

Sachez que j'ai pleinement confiance en kubo et casinoguru cependant si par contre vous ne voulez pas coopéré en se sens.J'aurai bien retravaillé ma plainte avec un avocat et une une agence contre les arnaques sur les casinos sur l'île de Curacao

Je je vais me battre contre cette injustice jusqu'à la mort.Je n'ai malheureusement plus rien à perdre dans la vie.Cette cause me garde en vie pour le moment.

Alors J'attendrai le retour de Kubo et si il n'a pas d'autre option j'irai d'une autre manière

Je suis vraiment déçu de votre décision et surtout après avoir été examiné par un professionnel des plaintes de casino . J'ai lu beaucoup sur plusieurs autres plaintes similaires à la mienne et plus souvent que autrement il sont rejeté par casinoguru Cependant mon cas est clairement pas un abus comme il vous a été expliqué précédemment

[redacted by Casino Guru]

Dear Trustdice

My friend and I checked and no account in the name of millll exists and no bonus has been made, moreover she claimed the referral bonus, however she had never made a deposit so it was impossible to play to win because you have to deposit to win. Before starting to play for money I was going to try your trashy games which helped me to take my mind off things without having any hope of winning real money. So no systematic abuse was done on my side like that of my friend.

I really don't see how and why you come back with an account that never existed (millll). And if you had proof you would have forwarded it to Kubo and he would have mentioned and investigated this second account.

Now let's see what casinoguru can negotiate with you. But I believe you are acting in bad faith. Because everything indicates that abuse or fraud has never been committed in my case.

Sincerely

[redacted by Casino Guru]

Dear trustdice

Moi et mon amie avons bien vérifié et aucun compte au nom de millll existe et aucun bonus à été effectué de plus qu'elle a réclamer le bonus de de parrainage cependant elle n'avait jamais fait de dépôt donc impossible de jouer pour gagner car on doit déposer pour gagner.Avant de commencer à jouer de l'argent j'allais essayer votre jeux trash qui m'aidait à me changer les idées sans avoir aucun espoir de gagner de la vrai argent.Donc aucun abus systématique n'a été fait de mon côté comme celui de mon amie.

Je ne vois vraiment pas comment et pourquoi vous revenez avec un compte qui n'a jamais exister (millll).Et si vous aviez des preuves vous les auriez acheminé à Kubo et il aurait mentionné et enquêter sur ce deuxième comptes.

Voyons maintenant ce que casinoguru peut négocier avec vous.Mais je crois que vous êtes de mauvaise foi.Car tout indique que jamais abus ou fraude à été commis dans mon cas

Sincèrement

[redacted by Casino Guru]

Dear TrustDice Casino,

Thank you for your engagement and for the thorough explanation of your position.

That said, I would like to highlight that, on our platform, no complaint involving the enforcement of the "one account per household or IP" rule has ever been resolved in the casino's favor without clear and sufficient evidence that the accounts in question were registered or operated by the same individual.

As previously mentioned, if the players are able to verify their identities and prove they are separate individuals using their own funds, any suspicion of multi-accounting should be dismissed - regardless of whether the accounts were accessed from the same IP address or physical location. Enforcing this rule without taking individual circumstances into account would make for instance playing from shared or public networks a matter of chance, where users could be penalized arbitrarily without being aware of any wrongdoing.

In this specific case, the player openly acknowledged a personal relationship with the second player and made no attempt to conceal this fact. Clause 3.2 of your Terms & Conditions, which has been referenced multiple times, clearly addresses multi-accounting - a serious violation we fully recognize and respect the casino’s right to guard against. However, the facts of this case do not demonstrate that the accounts belonged to the same individual.

Confiscating winnings and closing an account based on a general suspicion, without evaluating the evidence or verifying the individuals involved, seems unfair and inconsistent with a pro-player approach. Treating the verification process as irrelevant to a multi-accounting investigation is highly unusual, especially when such verification could resolve the very issue in question.

As for the alleged "self-referral" violation - should the players in question be verified as distinct individuals, then there should be no grounds to continue treating the referral as invalid. Otherwise, it would appear users are being penalized for using the referral program exactly as intended: to invite a friend.

Given the above, I respectfully urge you to reconsider your decision and re-evaluate the situation based on individual facts and fair procedures. Unfortunately, the justification provided for the forfeiture of winnings and account closure does not align with what we consider a reasonable or balanced outcome.

Thank you for your time and understanding. I look forward to your response.

Absolutely!!! This is extremely well explained. Your work is impeccable Mr. Kubo and I thank you very much. Now let's see what the casino decides. But I remain confident for a future resolution.

Thank you very much

[redacted by Casino Guru]

Absolument!!! Cela est extrêmement bien expliqué.Votre travail est irréprochable mr Kubo et je vous remercie énormément Maintenant voyons ce que le casino décidera.Mais je reste confiant pour une future résolution.

Merci énormément

[redacted by Casino Guru]

Dear Kubo,

Thank you for your feedback and continued engagement.

We fully respect Casino Guru’s commitment to fair play and player advocacy, and we appreciate the opportunity to further clarify our position regarding this case.

While we acknowledge the players' willingness to verify their identities and the personal relationship disclosed between them, our enforcement of Clause 3.2 is not based solely on whether accounts are operated by the same individual in a strict legal sense. Rather, it is intended to safeguard against coordinated activity that exploits referral systems, bonuses, and account-based incentives—regardless of relationship or intent.

This is not a matter of general suspicion but a direct breach of our account and referral policies. Clause 3.2 explicitly prohibits multiple accounts from the same household, IP address, or device, precisely to prevent such edge cases from being used—intentionally or otherwise—to bypass systems designed to ensure fair use. This includes self-referrals, household or family referrals, and any coordinated activity that results in material benefit to one party through another.

While we understand that your platform may view these rules as overly broad without definitive identity overlap, our approach reflects the practical realities of abuse prevention. If we were to make exceptions based on document submissions after a ban—regardless of clear behavioral links—it would undermine the integrity of our controls and expose the platform to systematic abuse.

Accordingly, we must respectfully reaffirm our decision to uphold the account closure and forfeiture. This is fully in line with our Terms and Conditions and reflects a consistent approach applied to all users. We believe it is the fairest and most sustainable stance to ensure long-term platform integrity.

We remain grateful for your consideration and professionalism in reviewing this case.

Kind regards,

TrustDice.win Compliance Team

Dear Trustdice

Honestly, I don't understand your bad faith and I don't understand what proof there is of self-sponsorship or any abuse. TRUCK says to give confidence to new players and bang you confiscate their money. I've read so many testimonies from people who had an almost identical story to mine. Certainly some stories are not alluring but others are legitimate. Unfortunately we can't know how their stories ended. But for the moment you shouldn't even have the right to use this word TRUCK in your casino name. I will go to the end of this story because I have absolutely nothing to reproach myself for. I gambled my hard-earned money and you confiscate a colossal sum for ordinary mortals in a few minutes. Then we have to fight and use up our energy asking to be paid what I won.

I'm really very disappointed to have to waste my precious time to get what you owe me! YOU'RE MAKING ME STRESS AND ANXIETY EVERY DAY. Because I need this money!!!

To be continued....

Dear trustdice

Honnêtement je ne comprend pas votre mauvaise foi et je ne comprend pas qu'est-ce qu'il y a comme preuve d'auto parrainage ou d'un abus quelconque.TRUCE dice pour donner confiance aux nouveaux joueurs et bang vous confisquez leurs argents.Jai tellement lu de témoignages de personnes qu'il ont eu une histoire presque identique que moi.Certes certaines histoires non pas d'allure mais d'autres son légitime. Malheureusement on ne peu pas savoir comment leurs histoires ont terminées. Mais pour le moment vous devriez même pas avoir le droit d'utiliser se mot TRUCE dans votre nom casinos J'irai jusqu'au bout de cette histoire car je n'ai absolument rien à me reprocher.Jai joué mon argents durement gagné et vous confisquez une somme colossal pour le commun des mortels en quelques minutes.ensuite nous devons nous battre et usées notre énergie à demander a être payé ce que j'ai gagné.

vraiment très déçu d'avoir à perdre mon temps précieux pour avoir ce que vous me devez! VOUS ME FAITE VIVRE DU STRESSE ET ANGOISSER TOUS LES JOURS.Car j'ai besoin de cette argents!!!

A suivre....

Dear TrustDice Casino,

I truly appreciate your dedication in defending your position. However, as I’ve mentioned on multiple occasions, the actions taken against the player do not align with practices we consider fair. Therefore, no further consideration from our side can take place in this matter.

While we fully acknowledge the importance of abuse prevention and platform security, from our perspective there are no clear signs that the player attempted to exploit the system or bypass any security measures to gain an unfair advantage. It’s worth noting that the player successfully withdrew a significant amount in the past - even when the same red flags you are now citing were evidently present. The issue only seems to have arisen after the player achieved a larger win.

To summarize:

You decided to confiscate the player's funds based on a rule violation that prohibits multiple accounts from the same household, IP address, or device, and due to alleged referral abuse. The latter appears questionable, given that the player was referred by his ex-girlfriend, who had her own account and used her own funds to play independently. As these are clearly two distinct individuals, we see no reasonable grounds for penalizing them.

Furthermore, the referral program was used appropriately - to refer a friend. While some referral links are distributed publicly by streamers or in forums, many are shared between actual acquaintances. As long as the referred individuals can verify their identities, their location - whether in different cities or the same household - should not be a disqualifying factor.

Dear louisdion1980,

As you can see, despite our repeated efforts and reasoning, the casino remains firm in its original decision. I am truly sorry that our argumentation was not successful in this case.

Since it appears that further reiteration of our position will be unproductive, we have no choice but to close the complaint as unresolved.

I understand that this is not the outcome you were hoping for, and I regret that we cannot compel the casino to reverse their decision.

That said, unresolved complaints negatively impact the casino’s overall rating, which may encourage them to review their practices. Should the casino decide to revisit this case in the future and reconsider their stance, we will gladly reopen the complaint and notify you via email.

Thank you for your understanding.

Best regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of both TrustDice Casino and the player. We’d like to give this case one more opportunity to be resolved and help both parties reach a satisfactory conclusion.

Dear TrustDice Casino,

Since you requested the reopening of this matter, I assume you’ve had the opportunity to review the case again and reconsider your position. Kindly share your current stance regarding the issue and let us know whether there is any possibility of resolving the complaint amicably.

Thank you for your willingness and dedication to work toward a fair resolution.

Dear Kubo.

We have reached an agreement with the user and would like to resolve this matter accordingly.

@Kubo, what are the next steps ?

It is with me that you must reach an agreement, not with CasinoGuru.

C'est avec moi que vous devez trouver une entente et non pas casinoguru

Dear Kubo and Trustdice

I'm open to an agreement, but they're offering me 6000 out of a $24000 win.

If they decline instead of being below average🟡 it will fall back to very poor🔴

I'm not asking for the moon, 10000 USD, I accept and we close the case.

A multimillion-dollar casino that wants to save a few thousand. Especially for an unjust cause.

Dear kubo an trustdice

Moi je suis ouvert pour un entente mais ils m'offre 6000 sur un gain de 24000$

Si ils déclinent au lieu de below average🟡 ca retombera a very poor🔴

Je demande pas le ciel 10000usd j'accepte et on ferme le dossier.

un casino multimillionnaire qui veut sauver quelques milliers.Surtout pour une cause injuste

Hello Everone,

Thank you for your input.

In the meantime, I have been in contact with both the player and the casino separately, and I would like to ask both parties whether there has been any progress.

Dear Louif80,

I fully understand that you consider the casino’s offer to be low compared to the amount previously determined as eligible for refund, especially since, from our perspective, the funds were confiscated unjustly.

At this stage, we are waiting to see whether an agreement can be reached between you and the casino. I have also explained to the casino representative that the complaint will only be closed once we receive your explicit confirmation that the refund has been completed, and not before.

Have you been in communication with the casino since the last update? Please feel free to share your thoughts here or privately by email.

Thank you.

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

Dear Louif80,

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