Tried to self exclude many times with this casino but then you get a 24 hrs cool if you want to close your account or not this is firstly completely unfair as a gambler you can change your mind after hrs of gambling when getting a urge to gamble again.

I did manage to get self excluded but they reopened on my request i lost lots again.

So this time i spoke to chat that i has serioys gambling problems and want a permanant self exclusion this time got confirmation over email that the self exclusion was irreverseable and cannot be opened again, I was very happy, after few days i had the urge to to play again as i am a compulsive gambler i went onto their support and asked if can be reopened again and straight away eith out any questions it was reopened immediately.

I was allowed to gamble away and loose my money.

I now want permanant exclusion and refunds of my deposits after rejoining, it really should be from my first exclusion but im willing to let go first time time exclusion and now want refunds for 2nd exclusion.

What i have attacjed is my deposits made after reopening and confirmation of email.

Dear atisht, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests and the reopen requests that you sent to the casino along with the casino's replies? My email address is [email protected]. 

Thank you very much in advance. 

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent on the email full details.

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

Dear atisht,

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

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

Dear TrustDice Casino,

Could you please provide detailed information regarding this case and explain the reasons behind reopening the player's account, which was previously closed due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for reaching out to address this matter. We appreciate the opportunity to provide further clarification regarding this case.

Our investigation determined that the user created multiple accounts using variations of the same email address, a practice which violated our policy. This caused confusion during the handling of their self-exclusion request, as the request was associated with one account, while another remained active. Such actions compromise the integrity of our platform and are strictly against our rules.

We will share the supporting evidence with you via email to confirm our findings. Should you require additional details, please do not hesitate to contact us.

Thank you for your understanding.

With respect,

The TrustDice Team

Its impossible how to create multiple accounts using same email i have only had one account from beginning and only used one account from the start.

My username is Atisht1 and the email abive screenshot proves this.

Trustdice are confused in their findings.

I only have 1 account.

Dear atisht,

The casino has provided compelling evidence demonstrating that you created multiple accounts using variations of the same Gmail address. While the domains may appear different, these email addresses ultimately link back to a single email account. Due to the casino's registration system treating each variation as a unique address, you were able to successfully create two separate accounts using the same underlying email.

When you submitted your self-exclusion request, it was sent from the email address linked to your second account. As a result, the casino processed the closure of that account, while your other account, "Aisht1," remained active. This misunderstanding appears to stem from how your accounts were associated with different variations of your email. However, the casino acted correctly by closing the account corresponding to the email address you sent your request from.

After a thorough review, I must inform you that the investigation is now closed, and your complaint has been deemed unjustified. The casino followed its established processes and acted in accordance with your self-exclusion request.

For the future, I strongly advise adhering to the casino’s Terms and Conditions and refraining from creating multiple accounts. Such actions may not only violate the rules but could also lead to confusion and unintended consequences.

While I understand this outcome is not what you were hoping for, the evidence supports the casino’s actions in this case. Should you encounter any other issues with this or another casino, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to support you.

Thank you for your understanding.

Dear TrustDice Casino,

Thank you for your thorough review and the detailed explanation you provided by email. I have carefully reviewed the information, and everything is now clear to me.

Additionally, I would like to suggest that you consider implementing a detection tool during the registration process that can identify not only exact email matches but also variations of the same address using different domains (such as Gmail or Outlook). This could help prevent similar situations in the future and improve the security of your platform.

Thank you once again for your time and attention.

Best Regards,

Kubo