Trust Dice Support and Complaints Thread

Hello, guys!

Nice to meet you! So glad to start the official thread of TrustDice.

Trust Dice is an online casino with 2,000+ games, including dice, crash, slots, poker, blackjack, baccarat, roulette, and a diverse range of table games, as well as live games. 

• 24/7 customer service- kindly and helpful 
• Coinbox (Faucet)- free money to try games. 
• VIP program- cashback, shorter coinbox interval, free spins, TXT tokens 
• Exclusive promotions- deposit bonus, wagering contest, free spins
• Crypto dividends- play to mine TXT > lock TXT to share profits of the platform
• Affiliate system- invite others to get commissions

Feel free to send us your questions, requests, feedback, comments, or issues. 

We are happy to get any reply from you. If you want more privacy, you can send a private message at any time.

Looking forward to hearing from you!

TrustDice Team

Welcome to LCB forum! Thanks for being available to assist our members! 

Thank you

Hi TrustDice team! Welcome to our forum, glad to have you here!  

Hey, MarijaS. Nice to meet you:))

Welcome to LCB forum TrustDice Team! Thank you for being available to assist our members! 

Hi TrustDice team! Welcome to our forum

Welcome on board. :) 

 I signed up originally with the auto form under the wrong email address and then created an account under my normal email address m.stingley13

 everything was going fine made my first deposit was playing through it

And to try an avoid having multiple accounts i ended up go back and putting the first one under permanent self exclusion

I ended up  completing the wage requirement on the welcome bonus. 

 I went to do the withdrawal and it said something about needing to be reviewed so I went through live chat ask about it he stated didn't really know anything but that it happens sometimes.

Eventho at the withdrawal it promotes most withdrawal happen quickly. 

So i went to redeem the freespins that was listed on the no deposit codes.  and it said I could not redeem it cuz I had another active account that's when I realized the other account didn't close with what I did 

I went back to live chat informed him I figured out what the issue is an. Request that he close the other account. he was like nothing he can do i have to wait for the security team review.

So the security team send me an email saying 

"Thank you for playing games on our website.
Unfortunately, you will not be allowed to continue using your account and any rights due to your violation of our terms & conditions.
Please provide your wallet address within 3 days we will refund your deposit"

 I asked him to explain why and they quoted to the terms one was for multiple accounts and I think it was for

"Please check out our terms and conditions 3.2 and 3.5 below.
And please provide your wallet address within 3 days we will refund your deposit.
After 3days we will no longer response your case."

 I didn't think an account under permanent self-exclusion would be considered an active account and that's where my mistake was is there's nothing that can be done is nothing that can be done but either way I think it's kind of ridiculous because I won over 0.2BTC  for a simple mistake they voided and ban.

  I tried to get him to close the account as soon as i realized it was still considered active. but he said he couldn't or he refused 

I do luke fact that after a live conversation trustdice emails a copy of the chat.  I let anone review them if they like.

 the coats are the exact statement copied and pasted from the email my friends not very helpful and not very kind I tried to do everything I could.

So with the quick man lack of help and confiscation of my winnings my response primarily has been you have one Bitcoin wallet address it was included in the withdrawal process please use that one and now my response primarily has been you have one Bitcoin wallet address it was included in the withdrawal process please use that one and now I haven't got my refund either.

 I wanted to add some information that I've recently found out I wasn't getting no response to email since July 9th so I went check with life-support today just a few moments ago and find out the reason I was banned was from multiple accounts trying to abuse the welcome bonus. That is completee lie

Theres a 5 hr time zone difference between myself and casino clock.

I only made one deposit @20:00 casino time so 1500 local time. 

1st account 1330Local. 1830cc (casino clock).  and what happened was Google did a autofill username password and I click submit cuz I wasn't paying attention and it put in the wrong username.

 but as soon as you hit submit your accounts created there's no additional information required at first so there's no backing up in correcting the username

 but I went ahead and checked out the casino a little bit looked around cuz it's different than most has more games than most has a faucet which I haven't found another one that offers so I quickly became intrigued and was interested in was wanting to deposit

So that's when I created my Mstingley13 account. 1400Local. Went through the intro tasks and stuff. And looked at theblinks fot the txt crypto never heard of it before. Im planning on depositing already so what it was about since it a large intigrated part of tje casino.  

1500 (2000cc) i made my deposit. Somerime betwen i put the mistake signup on permanent self exclusion. By 1700(2200cc) i was requesting withdrawal.

 so when did I take advantage or try to take advantage of a welcome bonus they are just completely lying about that and here are the screenshots to prove my timeline.

And the lie that im taking very offensively. 

Do using a simple mistake to make a false accusation to justify them refusing to pay out and keeping my deposit since I didn't get that refund they made promises to pay it but I don't believe them cuz they made up the lie about trying to take advantage of the welcome bonus

the screen shot of withdrawal is on first post.

Sorry to hear about your issue,Mstingley13. 

Thanks for explaining everything to us. The casino rep will be notified. Please keep an eye on this topic. 

Im really really curious what the casino (rep) will decide here ... In the end, there were 2 accounts ... But on the other end, there is no bonus abuse or welcome abuse if you ask me ... I will follow this with high expectations ;)

Hi, could you please contact the customer service through the live chat? I have arranged an exclusive customer service- Emma, she will help you with this issue. Don't worry, just start the conversation through the live chat, and state you want to ask help from Emma.

Dear Mstingley13，

On 12th, July, we have already sent an email to inform you that your deposit will be refunded on Monday (13th, July).

And for now (13th, July), your deposit has been refunded to your BTC address. Please check it.

Our system has detected at least 3 duplicates to your account, so all your accounts have been banned. Because multi-accounts is strictly forbidden on our platform according to the terms & conditions (https://trustdice.win/terms). Please check the following terms:

“3. Your Member Account
3.1 In order for you to be able to place wagers using any of the Website, you must first register with Trustdice.win and open an account (“Member Account”).

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.

3.3 You must enter all mandatory information requested into your settings form, including a valid e-mail address; if you do not enter a valid email address, we will be unable to help you recover any “forgotten passwords”. It is your sole responsibility to ensure that the information you provide is true, complete, and correct.

3.4 As part of the registration process You will have to choose Your username and password for Your login into the Website. It is Your sole and exclusive responsibility to ensure that Your login details are kept securely. You must not disclose Your login details to anyone. Trustdice.win is not responsible for any abuse or misuse of Your Member Account by third parties due to Your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party.

3.5 Trustdice.win reserves the right to refuse to register an Account or close Your Account. However, all virtual funds within Your Account will be returned and any contractual obligations made prior to deactivation of an account will be honored.”

If you have other questions, you can contact our security team directly by email: [email protected]. 

Seems a fair solution ... Money back and accounts closed ... Multi accounts is never a good idea!

Very friendly trust dice support!

 well I will confirm I got my deposit back I don't know what is 3rd count come from but never had no intention of having multiple accounts life support wouldn't close when I ask them to but either way I got my deposit back out nothing but wasn't very kind of friendly experience

Great. We are glad it has been sorted out. 

I’m been a member for about a year i deposit on my account offer where I never get a cashout but today I ended up getting a cash out trust dice not only stole my money but they banned my account and Made up lies about me and they won’t give my my winnings .  I want to report them and I will find a way to get them shut down for stealing my winnings I have talked to customer support and there was a duplicate account they have sent me promotions nothing ever w mention 

Hello Apeninja,

We need to inform you that if it's true that you have a duplicate account Casino has all the rights to close your account due to breaching T&C.

Could you please send us your Casino Username via private message so we can check the status of your account with Casino Rep.

Thank you in advance.

Hello Apeninja,

We are still waiting for your credentials. Please send us  via private message so we can check the status of your account with Casino Rep.

Thank you.

Hello Apeninja,

We will be closing this complaint due to inactivity of submitter.