TrustDice Casino - Акаунтът на играча остава активен въпреки самоизключването.

Hello, a few days ago I blocked my account.

I reported that I was suffering from gambling addiction and wanted to close my account. The next day, they closed it. I had a relapse and opened another account. I played and complained because they wouldn't enable a bonus for me. Their response was that they wouldn't enable it because I had multiple accounts and my previous account was closed due to gambling addiction. However, they allowed me to continue betting. They were fully aware of my issue, yet my account remained active, enabling me to deposit and withdraw. I have screenshots of everything. They violated the policies and terms and conditions, which I have in a PDF file.

Hola hace unos días bloquee mi cuenta

Informe que sufría de ludopatia y que quería cerrar mi cuenta, a lo que al día siguiente la cerraron, tuve una recaída y volví a abrir otra cuenta, jugué y mande porque no me habilitarán un bono, a lo que la respuesta fue que no lo habilitarán porque tenía multiples cuentas y mi cuenta anterior fue cerrada por ludopatia, pero me permitieron seguir apostando, conocían perfectamente mi problema y aun así mi cuenta siguió activa pudiendo depositar y retirar, tengo capturas de pantalla de todo, incumplieron las políticas y sus términos y condiciones que tengo el pdf

Dear Pablomonaco,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TrustDice Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide proof of you informing the casino about your gambling addiction or proof your original account was self-excluded due to this reason?
• Are all your accounts in the casino currently blocked?
• Have you requested a refund of your funds from the casino already? With what result?
• Could you please share with me your communication with the casino supporting your claims? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

I sent you all the data and evidence by email but I will send it here as well.

Hello, I am attaching the proof that they knew my account was blocked. I requested a refund but have not received a response yet. I will send the transcripts below. My account is still working today. This caused problems with my mental health. When I closed it, I said it was due to gambling addiction and that I was thinking about suicide because my mental and financial health is very affected.

can you make this message private?

Le envie todos los datos y pruebas por mail pero procedo a enviarlo también por aquí

Hola adjunto las pruebas de que ellos sabían que mi cuenta estaba bloqueada, solicite el reembolso pero no obtuve respuesta aun, a continuacion mandare las transcripciones, mi cuenta siguen funcionando actualmente, esto causo problemas en mi salud mental, cuando la di de baja dije que era por ludopatia y que estaba pensando en el suicidio porque mi salud mental y financiera esta muy afectada

puede poner este mensaje como.privado?

They just blocked my account now, but I still haven't gotten a response to my email from the casino.

Recién ahora bloquearon mi cuenta, pero sigo sin obtener respuesta al mail de parte del casino

Dear Thomas,

Thank you for your attention and support in my case against TrustDice. Below I have included additional information and relevant evidence to reinforce my complaint and highlight the severity of the impact this situation has had on my life.

1. Context of the case

I requested to close my account on TrustDice due to my gambling addiction. During this request, I explicitly mentioned that I was facing suicidal thoughts and serious mental health issues.

TrustDice closed my original account, but subsequently allowed me to open a new account and continue betting, despite being fully aware of my situation.

I have identified clear violations of your responsible gaming policies as you failed to take effective measures to protect me as a vulnerable player.

2. Impact on my well-being

TrustDice's negligence in allowing me to continue playing not only exacerbated my addiction, but has also had a severe impact on my mental, emotional and physical health:

Physical Problems: In the midst of this situation, I have even gotten physically hurt due to extreme stress.

Anxiety attacks: I have experienced frequent episodes of stress and anxiety, exacerbated by the ease with which I was allowed to continue gambling.

Impact on my relationship: The problems arising from this situation have also seriously affected my relationship with my partner, further increasing my level of stress and emotional distress.

3. Evidence provided

I attach the following evidence:

Screenshots of conversations with TrustDice support, where I mentioned my mental health situation and requested my account be closed.

Activity history on the new account, showing how I was allowed to continue depositing and betting.

Excerpts from their terms and conditions, which clearly indicate that this situation should not have occurred.

4. Resolution expectations

I trust that this case will be resolved fairly and I request:

Financial compensation in recognition of the negligence and the impact it had on my life.

Formal apology and public commitments by TrustDice to strengthen its responsible gaming policies.

Permanent closure of all my accounts on the platform to avoid future exposure.

Guarantees to improve its procedures to protect other vulnerable players and prevent similar situations from happening again.

5. Thank you for your support

I deeply appreciate the time and effort you are putting into mediating this case. I am available to provide any additional information you deem necessary and look forward to hearing from you.

Estimado Tomas,

Gracias por su atención y apoyo en mi caso contra TrustDice. A continuación, incluyo información adicional y pruebas relevantes para reforzar mi queja y destacar la gravedad del impacto que esta situación ha tenido en mi vida.

1. Contexto del caso

Solicité el cierre de mi cuenta en TrustDice debido a mi adicción al juego. Durante esta solicitud, mencioné explícitamente que estaba enfrentando pensamientos suicidas y problemas graves de salud mental.

TrustDice cerró mi cuenta original, pero posteriormente me permitió abrir una nueva cuenta y continuar apostando, a pesar de tener pleno conocimiento de mi situación.

He identificado violaciones claras de sus políticas de juego responsable, ya que no tomaron medidas efectivas para protegerme como jugador vulnerable.

2. Impacto en mi bienestar

La negligencia de TrustDice al permitir que continuara jugando no solo agravó mi adicción, sino que también ha tenido un impacto severo en mi salud mental, emocional y física:

Problemas físicos: En medio de esta situación, he llegado a lastimarme físicamente debido al estrés extremo.

Ataques de ansiedad: He experimentado episodios frecuentes de estrés y ansiedad, exacerbados por la facilidad con la que se me permitió seguir apostando.

Impacto en mi relación: Los problemas derivados de esta situación también han afectado gravemente mi relación de pareja, aumentando aún más mi nivel de estrés y malestar emocional.

3. Evidencias proporcionadas

Adjunto las siguientes pruebas:

Capturas de pantalla de las conversaciones con el soporte de TrustDice, donde mencioné mi situación de salud mental y solicité el cierre de mi cuenta.

Historial de actividades en la nueva cuenta, que demuestra cómo se me permitió continuar depositando y apostando.

Fragmentos de sus términos y condiciones, que claramente indican que esta situación no debió ocurrir.

4. Expectativas de resolución

Confío en que este caso se resuelva con justicia y solicito:

Compensación económica como reconocimiento de la negligencia y del impacto causado en mi vida.

Disculpa formal y compromisos públicos por parte de TrustDice para reforzar sus políticas de juego responsable.

Cierre definitivo de todas mis cuentas en la plataforma para evitar futuras exposiciones.

Garantías de mejora en sus procedimientos para proteger a otros jugadores vulnerables y evitar que situaciones similares se repitan.

5. Agradecimiento por su apoyo

Agradezco profundamente el tiempo y esfuerzo que dedican a mediar en este caso. Estoy disponible para proporcionar cualquier información adicional que consideren necesaria y quedo atento a su respuesta.

Dear Thomas,

I want to share an important update regarding my complaint against TrustDice, which further aggravates the severity of the case and highlights a new detail related to their communication.

1. Lack of safety measures and negligence

Despite my having mentioned my gambling addiction and my request for account closure due to severe mental health issues, TrustDice not only allowed me to continue playing, but is currently allowing me to open new accounts and gamble without any kind of control. This proves:

No IP or device blocks: My compromised IP has not been restricted, making it easy to create duplicate accounts.

Lack of KYC procedures: I was never asked for identity verification (KYC) on any of the accounts, which is a serious breach of their own policies and regulatory standards.

2. Additional violations of its terms and conditions

This clearly contradicts their terms and conditions, in particular:

Section 3.2: Only one account is allowed per person, IP, and household. Any duplicate accounts should be automatically blocked.

Section 3.9: Lack of KYC procedures calls into question the security of the platform.

Responsible Gaming (Section 17.3): Your stated commitment to protecting vulnerable players is not being met.

3. Communication through Casino Guru

Furthermore, TrustDice has informed me that they will not be communicating with me directly, but that all actions related to this case will be carried out exclusively through Casino Guru, given that I filed a formal complaint on their platform. While I understand this decision, this reinforces the need for their intervention as mediators to ensure a fair and effective resolution.

4. Risk to my safety and that of other players

The lack of adequate controls not only puts vulnerable players like me at risk, but also allows for practices that could facilitate abuse of the system, which goes against international gambling regulations.

5. Resolution expectations

I reiterate my requests for:

Financial compensation for the psychological and emotional impact caused by this negligence.

Formal apology and public commitments to strengthen its security and responsible gaming policies.

Permanent closure of all my accounts, with guarantees that I will not be able to create new ones.

Review your systems to ensure that cases like this do not happen again.

I deeply appreciate your time and support in this matter. I am available to provide any additional information you deem necessary and look forward to hearing from you.

Sincerely,

Estimado Tomas,

Quiero compartir una actualización importante relacionada con mi queja contra TrustDice, que agrava aún más la gravedad del caso y resaltar un nuevo detalle relacionado con su comunicación.

1. Falta de medidas de seguridad y negligencia

A pesar de haber mencionado mi adicción al juego y mi solicitud de cierre de cuenta por problemas graves de salud mental, TrustDice no solo permitió que continuara jugando, sino que actualmente me permite abrir nuevas cuentas y apostar sin ningún tipo de control. Esto demuestra:

Ausencia de bloqueos por IP o dispositivo: Mi IP comprometida no ha sido restringida, lo que facilita la creación de cuentas duplicadas.

Falta de procedimientos KYC: Nunca se me solicitó verificación de identidad (KYC) en ninguna de las cuentas, lo cual es un grave incumplimiento de sus propias políticas y estándares regulatorios.

2. Violaciones adicionales de sus términos y condiciones

Esto contradice claramente sus términos y condiciones, en particular:

Sección 3.2: Solo se permite una cuenta por persona, IP y hogar. Cualquier cuenta duplicada debería ser bloqueada automáticamente.

Sección 3.9: La falta de procedimientos KYC pone en duda la seguridad de la plataforma.

Juego responsable (Sección 17.3): Su compromiso declarado con la protección de jugadores vulnerables no se está cumpliendo.

3. Comunicación a través de Casino Guru

Además, TrustDice me ha informado que no se comunicará directamente conmigo, sino que todas las gestiones relacionadas con este caso se llevarán a cabo exclusivamente a través de Casino Guru, dado que presenté una queja formal en su plataforma. Si bien entiendo esta decisión, esto refuerza la necesidad de su intervención como mediadores para garantizar una resolución justa y efectiva.

4. Riesgo para mi seguridad y el de otros jugadores

La falta de controles adecuados no solo pone en riesgo a jugadores vulnerables como yo, sino que también permite prácticas que podrían facilitar el abuso del sistema, lo que va en contra de las regulaciones internacionales de juego.

5. Expectativas de resolución

Reitero mis solicitudes de:

Compensación económica por el impacto psicológico y emocional causado por esta negligencia.

Disculpa formal y compromisos públicos para reforzar sus políticas de seguridad y juego responsable.

Cierre definitivo de todas mis cuentas, con garantías de que no podré crear nuevas.

Revisión de sus sistemas para garantizar que casos como este no vuelvan a ocurrir.

Agradezco profundamente su tiempo y apoyo en este caso. Estoy disponible para proporcionar cualquier información adicional que consideren necesaria y quedo atento a su respuesta.

Atentamente,

Dear Pablomonaco,

thanks for your patience. Please allow me a few other questions

Did you enter your personal information in your player profile? Was this information the same as the information found in your previous casino account?

When did you fill out this information?

Thanks in advance for your reply.

That's why they knew I had multiple accounts and that my previous account had been closed due to gambling addiction.

si por eso ellos sabian que tenia multicuentas y que mi cuenta anterior había sido cerrada por ludopatia

I understand, however, please reply to my questions so we may have a more complete picture of the situation.

I don't remember when I filled out the data, I guess that before making a withdrawal, the information was the same, just a different email, however they never asked me for a KYC or anything like that.

No recuerdo cuando complete los datos, calculo que antes de realizar un retiro, la informacion era la misma, solo diferente email, sin embargo nunca me pidieron un KYC ni nada por el estilo

Dear Casino Guru Team,

I am contacting you again to inquire about the status of my complaint regarding TrustDice Casino. My personal situation is delicate, as I am experiencing severe levels of anxiety and stress due to my struggle with gambling addiction. The uncertainty about the resolution of this case is significantly affecting my well-being, despite being under psychological treatment.

I would like to know:

1. Is there a real chance of getting a refund in my case?

2. How much longer could it take to resolve this claim?

I am also concerned that I can continue to create accounts and play at trustdice.win and there is no consumer protection and also entering the casinoguru page where there is access to casinos with bonuses on the platform, makes my recovery process more difficult. I consider that this situation represents a risk for people in my condition, and I would appreciate any guidance on how to proceed.

I appreciate your understanding in advance and look forward to your prompt response. I am looking to resolve this matter so I can fully focus on my recovery.

Sincerely,

Estimado equipo de Casino Guru,

Me comunico nuevamente para consultar sobre el estado de mi reclamo en relación con TrustDice Casino. Mi situación personal es delicada, ya que estoy atravesando niveles severos de ansiedad y estrés debido a mi lucha contra la ludopatía. La incertidumbre sobre la resolución de este caso está afectando significativamente mi bienestar, a pesar de estar bajo tratamiento psicológico.

Quisiera saber:

1. ¿Hay posibilidades reales de obtener algún reembolso en mi caso?

2. ¿Cuánto tiempo más podría tomar la resolución de este reclamo?

Además, me preocupa puedo seguir haciendo cuentas y jugando en trustdice.win y no hay una protección al consumidor y tambien el entrar a la pagina de casinoguru en donde existe el acceso a casinos con bonos en la plataforma, dificulte mi proceso de recuperación. Considero que esta situación representa un riesgo para personas en mi condición, y agradecería cualquier orientación sobre cómo proceder.

Agradezco de antemano su comprensión y espero su pronta respuesta. Estoy buscando resolver este asunto para poder enfocarme completamente en mi recuperación.

Atentamente,

Dear Casino Guru Team,

I am contacting you again to inquire about the status of my complaint regarding TrustDice Casino. My personal situation is delicate, as I am experiencing severe levels of anxiety and stress due to my struggle with gambling addiction. The uncertainty about the resolution of this case is significantly affecting my well-being, despite being under psychological treatment.

I would like to know:

1. Is there a real chance of getting a refund in my case?

2. How much longer could it take to resolve this claim?

I am also concerned that I can continue to create accounts and play at trustdice.win and there is no consumer protection and also entering the casinoguru page where there is access to casinos with bonuses on the platform, makes my recovery process more difficult. I consider that this situation represents a risk for people in my condition, and I would appreciate any guidance on how to proceed.

I appreciate your understanding in advance and look forward to your prompt response. I am looking to resolve this matter so I can fully focus on my recovery.

Sincerely,

Estimado equipo de Casino Guru,

Me comunico nuevamente para consultar sobre el estado de mi reclamo en relación con TrustDice Casino. Mi situación personal es delicada, ya que estoy atravesando niveles severos de ansiedad y estrés debido a mi lucha contra la ludopatía. La incertidumbre sobre la resolución de este caso está afectando significativamente mi bienestar, a pesar de estar bajo tratamiento psicológico.

Quisiera saber:

1. ¿Hay posibilidades reales de obtener algún reembolso en mi caso?

2. ¿Cuánto tiempo más podría tomar la resolución de este reclamo?

Además, me preocupa puedo seguir haciendo cuentas y jugando en trustdice.win y no hay una protección al consumidor y tambien el entrar a la pagina de casinoguru en donde existe el acceso a casinos con bonos en la plataforma, dificulte mi proceso de recuperación. Considero que esta situación representa un riesgo para personas en mi condición, y agradecería cualquier orientación sobre cómo proceder.

Agradezco de antemano su comprensión y espero su pronta respuesta. Estoy buscando resolver este asunto para poder enfocarme completamente en mi recuperación.

Atentamente,

Thank you very much, Pablomonaco, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected])  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 Pablomonaco,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear TrustDice Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for reaching out.

We have privately emailed you ( to [email protected]) with all relevant evidence regarding this matter.

Should you require any further information or clarification, please don’t hesitate to let us know.

We remain committed to resolving this issue transparently and in accordance with our responsible gambling policies.

Best regards,

The TrustDice.win Team

Dear Pablomonaco,

The evidence I was able to review shows that you withdrew more than you deposited in your second account, which would mean that you are not entitled to any refunds, since you have not lost any funds. Can you comment on this?

Dear Pablomonaco,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.