What Happened
A player from Buenos Aires says TrustDice suspended their long-standing account at withdrawal and kept about 900 dollars, citing bonus abuse and a second account from years ago. The player says the old account came from a sign-up glitch, was only used to try the free faucet, and that the balance grew from sports betting and community contest prizes the casino itself awarded. TrustDice said a sustained pattern of turning platform giveaways into cash with little deposited breached its bonus-abuse policy.
How It Developed
- 2026-05-16Complaint opened; the player's posts are private. The mediator asked about documents, the block date, the old account's activity and whether any bonus built the balance.
- 2026-06-09TrustDice told the resolver the restriction was for confirmed bonus abuse and sent evidence by email; two more rounds of private exchanges followed.
- 2026-06-16The resolver reported that TrustDice would not pay the balance but offered to return the player's net deposits as goodwill.
- 2026-06-17The resolver said she saw no clear proof the player broke the terms, found taking the whole balance disproportionate, and urged the casino to pay and simply bar future bonuses.
- 2026-06-23TrustDice kept its position, saying its decision rested on the overall pattern, not any single promotion, and repeated the deposit-refund offer.
- 2026-07-07The player declined the offer, and the case was closed as unresolved with a pointer to the Curaçao regulator.
Confiscated
The mediator found TrustDice's evidence insufficient and the full confiscation disproportionate, but the casino kept the 900 dollar balance.
What Helped
The mediator came down on the player's side, finding the casino's evidence did not show a breach, but she was open that this would not force payment, and it did not. The one concrete offer was a refund of net deposits, which the player turned down to keep the claim for the full 900 dollars alive before the regulator.