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Hello! It has been 7 days since the casino is silent and does not verify my account. 7 days ago I sent all the documents and then a second letter asking why there was no answer. In response, nothing. Usually, as operators in support say, verification takes place quickly, literally a maximum of 48 hours. Much more time has passed.

Please help me figure it out! The situation is outrageous and I have no more patience!

Здравствуйте! Прошло уже 7 дней как казино молчит и не верифицирует мой аккаунт. 7 дней назад я выслал все документы и затем повторное письмо с вопросом почему нет ответа. В ответ ничего. Обычно как говорят операторы в поддержке верификация проходит быстро буквально максимум 48 часов. Прошло гораздо больше времени.

Прошу помочь разобраться! Ситуация возмутительна и у меня уже не осталось терпения!

Dear ivanweber,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, of course, I agree that verification is very important and so on. In support, they tell me that there will be an answer to the mail about the verification of the account. Every day they say this, but no one writes me an email. They didn’t even write that they accepted the documents. But support said 6 days ago that the documents had been received. In support they said that verification takes up to 48 hours. But the deadlines are long gone. I'm worried. I sent everything that was asked.

Да конечно, я согласен что верификация очень важна и прочее. В поддержке мне говорят что вот-вот будет ответ на почту на счет верификации счета. Каждый день так говорят, но мне никто не пишет на почту. Даже не написали что приняли документы. Но поддержка еще 6 дней назад сказала что документы получены. В поддержке говорили что верификация до 48 часов проходит. Но сроки давно вышли Я переживаю. Я все отправил что просили.

Went 9 days of silence. Nobody answers my letter. I sent all documents. Are they laughing at me? This not normal!

Пошел 9 день молчания. Мне никто не отвечает на письмо. Я все документы отправил. Они смеются надо мной? Это ненормально!

It's been 11 days of silence. Nobody answers me the letter where I sent the documents for account verification. Support says something indistinctly. It is not normal to remain silent for almost two weeks and check documents.

Прошло уже 11 дней молчания. Мне никто не отвечает на письмо куда я отправил документы на верификацию счета. Поддержка невнятно что-то говорит. Это ненормально почти две недели молчать и проверять документы.

Thank you very much, ivanweber, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much for helping me. I still haven't received a response. It's been almost 14 days. It's very strange what's going on. Complete disregard for me.

Спасибо большое, что вы мне помогаете. Я до сих пор не получил ответа. Прошло почти 14 дней. Очень странно что происходит. Полное игнорирование меня.

Dear ivanweber,

I am so disappointed that you have been waiting so long for your account verification. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a TrustDice Casino representative to join this conversation and participate in the resolution of this complaint.

Dear TrustDice Casino,

Could you please state why the player's account has not yet been verified and when he can expect it to be verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Stefan, thanks for your help! I want everything to be resolved quickly. After all, I like to play in this casino, I would like to continue playing there.

Стефан, спасибо тебе за помощь! Хочется, чтобы все разрешилось быстрее. Ведь мне нравится играть в этом казино, хотел бы и дальше там играть.

Dear Stefan,

We appreciate you giving us the chance to discuss our actions on the player’s account.

In our further investigation, it now comes to light that this user conducts a suspicious sports bet behavior, as a result of our substantial suspicions based on the player’s bet history, we decided to suspend all activities from the account and confiscate the withdrawal according to the following terms and conditions :

18.1. Without restricting our ability to rely on other remedies that may be available to us, we may suspend and/or terminate your account, cancel any outstanding bets and/or confiscate any or all funds in your account at our absolute discretion if:

* we determine that you are acting in a manner that is detrimental to the conduct of our business;

* We determine that you are using TrustDice.win in a manner that gives you an unfair advantage, for example making bets on insight or professional knowledge about a sport gained via personal involvement or participation in the particular field of sport or using the late bets strategy;

* we suspect that you have registered, manage or direct your betting activity on multiple user accounts in an attempt to hide your betting activity, bypass our set trading limits or violate any promotion Terms and Conditions;

13.1. If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Member Account, or withhold payment of your winnings and apply such funds to any damages due by you.

Our Compliance team also sent an explanatory email to ivanweber explaining terms and conditions breach.

Kind regards,

Compliance team

TrustDice Casino , I didn't break any of your rules, I just made bets. I have one account in your casino. Are you accusing me of only beating you? This is absurd. You have not provided arguments in your favor and facts. Please return my money!

TrustDice Casino, я не нарушал какие-то ваши правила, а просто делал ставки. У меня один аккаунт в вашем казино. Вы обвиняете меня в том только в том что я у вас выигрывал? Это абсурд. Вы не предоставили аргументов в свою пользу и фактов. Прошу вернуть мои деньги!

Dear ivanweber,

I am sorry to hear about your problem. Unfortunately, we are solving only complaints regarding the casinos.

I can only suggest you file a complaint on https://www.sportsbookreview.com/forum/sportsbooks-industry/.

Kind regards,

Stefan