TrustDice.win / Possibly lying about issuing a refund

Hello folks,

I decided to post here since I have a hard time communicating with the casino in question since their compliance team tends to give me the silence treatment when I try to request relevant status updates. So, here goes:

I was able to deposit via card to TrustDice despite having reliable gambling blocks in place both in my bank and on my card. This was made possible due to the fact that TrustDice circumvents gambling blocks and quite possibly regulations by using quite shady book shelf companies (I have proof, but out of courtesy will not be posting it now) that are not labeled as gambling transactions but rather as providers of diverse products.

I suffer of a severe mental illness that makes me lose all inhibitions and makes me vulnerable to gamble away.

I notified TrustDice about the aforementioned problems and after a quick back and forth they agreed to refund the sum of 821 EUR I was able to deposit due to these circumstances.

I was overjoyed and appreciative even. Unfortunately, this is where the nightmare started. Lips sealed

TrustDice confirmed on last Friday, the 24th of January, that they would proceed to process my refund.
This was phrased in a manner that indicated that the refund would, indeed, be processed right away. I proceeded to inquire about the specific amount, as this was, at that point, unclear to me. A few hours later the compliance team confirmed that the sum is indeed 821 EUR, and told me to give them a little bit of time to 'finalize the process'. Something felt off the whole time; I was blocked off from chat for asking updates during the weekend and the compliance team was unresponsive to say the least.

Monday morning the compliance team replied, once again, by saying that they are still 'finalizing the review including the amounts involved'. This was in stark contrast to the payment actually being processed and the actual refund amount being known. It was all a bit fishy, and my illness made me go in full panic mode. That same evening, however, I was informed that the sum had been refunded to my card (in FIAT) and I was sent a chart with what should presumably be SWIFT transaction IDs and reference numbers, but which ended up being in a slightly weird format and untraceable by my bank. I was also told that the transaction would be completed in 2-3 business days which is the standard mandated by the bank. Because all of this seemed very odd from the get go, I tried to run by the aforementioned reference numbers and transaction IDs by my bank but they yielded the results mentioned before; they thought they were rather weird and have now been unable to trace them for four days straight. Is there any other explanation for this than that I have been given fake information?

Fast forward to yesterday, wednesday, when two business days were up, and I was requesting additional information. Again, the compliance team was playing dead and I was banned from the chat. Finally, in the evening, I was presented with the information that the transaction can take up to five days. Furthermore; the team completely ignored my requests of further proof the money was actually sent and the fact that I had told them that my bank could not trace the details and found them out of the ordinary.

I told TrustDice that the whole situation is very fishy and I do not believe that they have sent me the money in the first place. In all my time receiving FIAT withdrawals or refunds, which has been five years thus far, has a transfer taken more than two days. TrustDice has not answered to my demands to actually send me my money for real. The compliance team has played dead apart from one automated response that read something along the lines 'we have received your feedback'.

Apologies if a FIAT refund is off limits here, but I seriously know what to do. The casino is not cooperating and I have my doubts on whether or not they have paid. The last three Trustpilot reviews on TrustDice state that they have not paid up despite promises to do such.

Could this casino be in financial trouble?

Apologies if I am out of line, but I seriously need the money and I feel they are abusive towards a mentally ill individual who has presented their medical records.

I am losing my mind (a bit more than usual).

2-3 days delay isn't uncommon in bank payment, but 5 days is more than enough. You should have already received the amount if they have sent it to you. There could be some reasons for long delays though, it will depend on the bank system which they have used for the payment process. Your complaint will look valid if you add some evidences here.

Quote from: NuariKukko on January 30, 2025, 02:05:58 PM

Apologies if a FIAT refund is off limits here, but I seriously know what to do.

Your complaint is against a crypto casino and they have an ANN thread here. So, your complaint deserve a place here in the forum. Unfortunately, you won't get any help from here. The representative of TrustDice hasn't visited this forum since the October of last year. Moreover, TrustDice representative had stopped cooperating in the scam accusation board here a long time ago.

any chance you can provide screenshots of your conversation with their support? It would be better to have them posted on your thread to add more context to the issue you are experiencing.

just curious and I am not trying to be rude but, is your "severe mental illness" that makes you lose all your inhibitions and makes me vulnerable to gamble away an ongoing issue? if it is why gamble?

Quote from: acroman08 on January 30, 2025, 03:06:29 PM

I will post screenshots later when I'm able to upload them somewhere. (as it seems like I have to link them here?)

However, my review is up for everyone to see on Trustpilot, and has even garnered a response from TrustDice themselves. In that response they claim they have responded to my inquiries, which is a blatant lie, considering that they have not provided any updates for almost 48 hrs, despite the fact that their given timeframe for the transaction to be finalized had already run out.

As for why I gamble; I usually don't, as I am actually pretty balanced. It's a problem I have struggled with but which, for the most part, is under control. I had a sudden tragedy I found it incredibly difficult to cope with and ended up seeking a site I could gamble on during a very violent manic episode.

A very valid question though.

Quote from: NuariKukko on January 31, 2025, 07:10:48 AM

You can upload your screenshots to talkimg and paste the links here, it's an image hosting service provided by a member of our forum. You're bound by newbie limitation where the image won't show by default in your post, but someone else of higher rank will most certainly quoted that post to make the image visible, so don't be concerned much about it.

Regarding fiat transaction... well, we normally talk about crypto transactions and situations here, but I guess we can focus on the part where they enabled gambling addict to bypass self-restriction softwares, as it is a serious case against Responsible Gambling Act.