What Happened
A player from Spain says TrustDice blocked their account when they tried to withdraw about €230, telling them Spain is a banned country, even though the Spanish-language terms they had read listed no such ban. They say they used no VPN or bonus and had only lost money overall, so they asked for their deposits back. The mediator checked and confirmed Spain appears as restricted only in the English terms, not the Spanish ones. TrustDice agreed to refund the net deposit as goodwill, with the account staying closed.
How It Developed
- 2026-06-11Complaint opened with the closure email and the terms the player had seen.
- 2026-06-26The mediator confirmed the mismatch between the two language versions and gathered the deposit and withdrawal figures; the player noted the Spanish site let them register without choosing a country.
- 2026-07-03Invited into the thread, TrustDice sent its position to the resolver by email.
- 2026-07-07The resolver relayed TrustDice's offer: Spain is restricted in the English terms, but it would return the net deposit; the player accepted and agreed the account could stay closed.
- 2026-07-15After a few private exchanges, the player marked the case resolved.
Resolved
TrustDice offered the net deposit back after the mediator confirmed Spain was restricted only in the English terms; the player marked it resolved, but no payment is shown.
What Helped
Showing that the Spanish terms did not list Spain. The mediator verified it personally, and that gap is what turned a confiscation into a refund offer. If you are told your country is banned, screenshot the terms in the language you signed up in before anything changes.