What Happened
A player from the UK says they asked TrustDice on 1 April 2022 to refund all their deposits and close the account, arguing the casino should not take UK customers under its Curaçao licence. On 13 April its compliance team asked for KYC to prove UK residence, and the player says they sent it that day. After that, they say, several emails went unanswered. Their deposits came to £4,961.10 (about $6,210) in USDT and BTC.
How It Developed
- Complaint opened. Live chat had told the player that compliance was handling it and could do no more.
- The mediator said it was waiting for information from the casino and warned the case would close as unresolved without it.
- The player offered a middle path: at minimum, return what they paid in after raising the UK issue on 1 April 2022.
- TrustDice said it believed it had already answered the mediator and asked what was still missing.
- The complaint was reopened at the player's request for one more try. It is listed as unresolved.
Unresolved
TrustDice says it answered the mediator, but the page shows no refund of the deposits.
What Has (and Hasn't) Helped
Nothing worked: no refund shows on the page. If you find out a casino should not have accepted you, stop depositing and ask for your money back in writing straight away, and keep the date, because the player's fallback offer rested on deposits made after it.