Trustdice Accused me of Multi-accounting and blocked my account

[wildpatola]

I recently signed up on Trustdice and placed a couple of sports bets on their platform. I only have one account and was just trying out the platform as I can see they sometimes have better odds on the sports I bet. After trying to withdraw, they blocked my account and accused me of multi accounting. I told them I could provide KYC but there are still no response until now and I cannot access my account anymore. I use my phone to bet and use mobile data since I'm out of the house most of the time I bet, will that trigger an IP issue since it's a public IP? I see that some people also faced the same problems but were able to withdraw their funds.

Email from Trustdice:

Dear user,

We regret to inform you that after an investigation your TrustDice account has been banned and the funds were confiscated, this decision was taken according to the following terms and conditions:

   • 3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.
   
   
Best Regards,
TrustDice Compliance Team

[_act_]

I use my phone to bet and use mobile data since I'm out of the house most of the time I bet, will that trigger an IP issue since it's a public IP? I see that some people also faced the same problems but were able to withdraw their funds.

You did not use a public WiFi but using your mobile phone to access the site. So that can not be the reason for the multi account and the ban. What I guess is that you may have WiFI at home and one of your family living together with you may have an account on the gambling site.

[holydarkness]

Does your provider uses a dynamic IP, where your IP changed every time you turn your mobile data on and off? Also, you wrote that you currently asked them to be allowed to prove your innocence by performing KYC and they're yet to respond to it? Perhaps it'll be wise to wait for their response regarding that.

[Davidvictorson]

What I guess is that you may have WiFI at home and one of your family living together with you may have an account on the gambling site.

Another action that could have triggered the ban is an inactive account. If may be in time past where the user cannot remember but opened an account and for some reason either forgot password, email address or something else and then after some months signed up on the same casino with the same mobile phone, that would lead to very quick and immediate ban.

[BitMaxz]

Pretty bad maybe the IP generated from your sim internet data is not unique? It is supposed to be unique since they use DHCP if the IP is reuseable then maybe someone on the same network used the same IP before who gambled on TrustDice and later you got that IP?

TrustDice is not only pointing to IP but also house and PC "Only one Account for each household, IP, PC is allowed." Maybe someone used your house address?

I researched a bit it seems they usually reported here in scam accusations about frauds and scammed. You better use the search term "TrustDice" you will see almost all result talks about scam and fraud about them.

[logfiles]

Any chance you used a VPN service to access their site in the past?

I hope they let you prove your innocence, maybe through KYC verification.
On a side note, the representative of the casino vowed never to respond to any issues raised in the scam accusations board.

Hello everyone,

We have recently noticed a persistent and ongoing attempt to distort our announcement here . We would like to take this opportunity to draw your attention to a few crucial points.

Quote from the announcement:
"we have decided to stop participating in any topic on this Scam Accusations board going forward.
"

As clearly stated above, the decision solely concerns the Scam Accusations board. We arrived at this decision due to the behaviors of certain individuals who appear to be particularly obsessed with us and are frequently active on that board. With that being said, we are still actively monitoring issues posted on other boards of this forum.

In fact, there was an issue we recently noticed on the Gambling board and had discussed with our CS team. Over the weekend we were unable to reply to the post. When we were about to reply to it today, we found that it had been moved to the Scam Accusations board. This means that we can no longer provide a reply, which we feel sorry to see.


Best regards,
TrustDice Team

So I suggest you send him a PM or also write in their Announcement thread. Hopefully, they will attend to you.

[wildpatola]

I kept going back and forth with the support. I kept asking what were the supposed duplicate accounts involved and what's the proof that it's mine but they wouldn't answer. They just keep insisting that I have a duplicate account.

https://ibb.co/NZhRRVc

[holydarkness]

I kept going back and forth with the support. I kept asking what were the supposed duplicate accounts involved and what's the proof that it's mine but they wouldn't answer. They just keep insisting that I have a duplicate account.


https://ibb.co/NZhRRVc

As a rule of thumb, casino will not tell you what accounts are detected and found linked, and through what method were they linked. Thus, as I believe some tries to propose here by trying to understand your phone provider's IP situation, it might be better if you try to propose them that the similarities probably due to dynamic IP scenario [suppose it is, indeed, dynamic] made by your provider instead of asking for proof.

On the other side, it might worth mentioning that casino usually use several parameter to detect and be sure of connections between accounts, not just IP address, be it static or dynamic.

[holydarkness]

Hello, as OP has been inactive for more than one and a half months, and given TD stance of addressing matter on this board [though OP also raised his issue on their ANN and I can see that it's also not addressed], as well as the lack of complaint [that I can find] from OP on both CG and AG, I am led to believe that they probaby reached to OP through third party or perhaps by PM and get it resolved behind the screen.

As such, I'll mark this as resolved on my list. OP, if it is not what happened and your case is still unresolved, feel free to reach me or write here, I'll reflect to the status on my list immediately upon information from you.

[rage_degen]

I recently signed up on Trustdice and placed a couple of sports bets on their platform. I only have one account and was just trying out the platform as I can see they sometimes have better odds on the sports I bet. After trying to withdraw, they blocked my account and accused me of multi accounting. I told them I could provide KYC but there are still no response until now and I cannot access my account anymore. I use my phone to bet and use mobile data since I'm out of the house most of the time I bet, will that trigger an IP issue since it's a public IP? I see that some people also faced the same problems but were able to withdraw their funds.

Email from Trustdice:

Dear user,

We regret to inform you that after an investigation your TrustDice account has been banned and the funds were confiscated, this decision was taken according to the following terms and conditions:

   • 3.2 You are allowed to have only one Member Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Member Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting our support team via the Live Chat. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.
   
   
Best Regards,
TrustDice Compliance Team

Super weird. Try reaching out to their ANN thread. Some managers are responsive on these threads. Broadly, I feel that it will take you a lot of time to get this resolved. Easy 1 week. Are they letting you withdraw your money?
Alternatively you can check out Gamble-Fi projects, where multi-accounting is a norm.

[holydarkness]

Super weird. Try reaching out to their ANN thread. Some managers are responsive on these threads. Broadly, I feel that it will take you a lot of time to get this resolved. Easy 1 week. Are they letting you withdraw your money?
Alternatively you can check out Gamble-Fi projects, where multi-accounting is a norm.

If you read my post that's exactly above yours, that also happens to be the latest post on this thread before you made yours, you'll learn that OP had reached their ANN and got no response. I am still waiting for OP to update us [while currently marking this as resolved] and will mark it accordingly upon OP's information, but I think this is the end of this case.