TrustDice Casino - A conta do jogador não foi encerrada conforme exigido.

Hello, I requested directly in Trustdice chat to close my account due to gambling addiction. The chat did not do this and I was still able to make deposits. Even if it is a small amount, I want to take it back.

Hallo, ich bei Trustdice direkt im Chat gefordert mein Konto wegen Spielsucht zu schliessen. Der Chat hat dies nicht getan und ich konnte weiterhin einzahlen. Auch wenn es ein kleiner Betrag ist möchte ich ihn haben

Dear yasin61, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion has a huge impact. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello, did you miss the fact that I wanted to close it because of gambling addiction? I will post the chat history here so that other players can see it too. In your opinion, is it right not to close an account if the player wants to close it because of gambling addiction?

Hallo, haben Sie überlesen das ich es wegen Spielsucht schliessen wollte? Ich werde den Chatverlauf hier posten so das andere Spieler es auch sehen können. Ist es in ihren Augen richtig ein Konto nicht zu schließen wenn der Spieler es wegen Spielsucht schließen möchte?

Clearly seen i stated gambling problems and my account was not closed there. They let it open and i were able to deposit 2x 10 Euro and one time 25 Euro. This 45 i want back. I dont want my over 1000 Euro back which i spend there, just this 45 for the failed selfexclusion. Trustdice were in knowledge of gambling problems and did let it open with intention

Thank you for providing me with the screenshots. The casino customer support agent informed you that self-exclusion via chat was not possible and that you should send an email to compliance@trustdice.win. Could you please advise if you sent the email to the mentioned address?

No, I don't, because this email process also offers a 24 hour cool off period where I can simply open it again and then play. If you tell the casino that it is going to be closed due to gambling addiction, then do it immediately. There are no discussions. My account was only closed 3 days later and during that time I was able to deposit 45. I want that back

Nein habe ich nicht da dieses Email Verfahren zudem einen 24 h cool off bietet wo ich es einfach wieder öffnen kann, und dann spielen. Wenn man dem Casino mitteilt das es wegen Spielsucht geschlossen werden soll dann sofort. Da gibt es keine Diskussionen. Mein Konto wurde erst 3 Tage später geschlossen und in dieser Zeit konnte ich 45 einzahlen. Diese möchte ich zurück habn