What Happened
A player from Japan says TrustDice paid a 100,000 yen withdrawal within minutes on 25 April, then froze the account and voided the winnings when they asked for 200,000 yen the next day. They say they had played only pachinko and pachislot titles, with no bonus and no KYC requested. TrustDice said the game provider's investigation found prohibited automated or scripted play and that it could not publish the technical details. The mediator reviewed the provider's material privately and found the decision reasonably justified.
How It Developed
- 2026-04-26Complaint opened; the player could reach the site but not log in.
- 2026-05-12A resolver invited TrustDice, which replied that the provider had identified automated play in breach of its terms and offered evidence in private.
- 2026-05-13The player argued the games run on autoplay by design and asked why the stated reason had changed from the casino's first message.
- 2026-06-05After a first batch of logs, the mediator pressed TrustDice on which rule was broken and whether there was direct proof of automation rather than just unusual patterns; the casino sent more material by email.
- 2026-06-16The mediator said the decision rested on a separate provider review, not mere suspicion, and gave the player a last chance to add evidence.
- 2026-06-22The complaint was closed as rejected; the mediator said the provider had concluded software-assisted methods were used to obtain game positions.
Rejected
The mediator accepted the game provider's private finding of software-assisted play; the 200,000 yen stays voided.
What Has (and Hasn't) Helped
The mediator did push TrustDice for more than a one-line provider finding, and got logs and a second round of explanations, but the detail was never shown to the player. If a provider flags your play, ask the mediator to put the specific rule and action in writing; here the public answer stayed general, and the player had nothing concrete to rebut.