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I made a deposit of 50 euros + 55 euros first deposit bonus. I made the turnover it asked for (bonus x 40), i.e. 2200 eur. I managed to have a balance of 1250 euros. I requested a withdrawal of 500. The next day the withdrawal was canceled and the balance instead of 1250 became only 250. The reason is that you are not allowed to win more than 5 times the deposit amount. That is 50 X 5 = 250. This is the first time this has happened to me. I consider it unacceptable and if I had known, I would never have played. It is a shame and it is good that those who intend to play know this. Finally, I try to withdraw at least the 250 that they left me, and while I send what they asked for account verification, no one answers me. The worst experience from an online casino. I should have imagined it when I won 850 on the Snoop Dog slot with a 1 eur spin. Far.. Far

Έκανα κατάθεση 50 ευρώ + 55 ευρώ bonus πρώτης κατάθεσης. Έκανα τον τζίρο που ζητούσε (bonus x 40),δηλαδη 2200 eur. Κατάφερα να έχω υπόλοιπο 1250 ευρώ. Ζήτησα ανάληψη τα 500.Την επόμενη μέρα ακυρώθηκε η ανάληψη και το υπόλοιπο αντί για 1250 έγινε μόνο 250.Η αιτιολογία είναι ότι δεν επιτρέπεται να κερδίσεις πάνω από 5 φορές το ποσό της κατάθεσης. Δηλαδή 50 Χ 5=250.Αυτο πρώτη φορά μου τυχαίνει. Το θεωρώ απαράδεκτο και αν το ήξερα δεν θα έπαιζα ποτέ. Ντροπή και καλό είναι να το γνωρίζουν όσοι έχουν σκοπό να παίξουν. Τέλος προσπαθώ να κάνω ανάληψη έστω τα 250 που μου άφησαν, και ενώ στέλνω ότι ζήτησαν για πιστοποίηση λογαριασμού δεν μου απαντάει κανείς. Η χειρότερη εμπειρία από online casino. Έπρεπε να το φανταστώ όταν με spin 1 eur κέρδισα 850 στο slot Snoop Dog. Μακριά.. Μακρια

Dear jimwest78,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with your withdrawal and the unexpected restrictions you faced.

After reviewing the situation, I wanted to point out that the rule limiting the maximum cashout from bonus play to 5 times the deposit is clearly outlined in the bonus terms and conditions, which you can review here: Bonus Terms - TrinoCasino. According to this rule, any winnings that exceed this limit will be voided prior to withdrawal.

Unfortunately, because this rule is part of the bonus terms, there's not much we can do to change the outcome. However, I strongly advise always reviewing the bonus terms before playing, as they can contain important information that could help avoid any misunderstandings down the line.

• In regard to your KYC documents, could you please let us know how long ago you sent them and if you received any response from the casino? We can follow up on this if necessary.

I understand this situation may be frustrating, and I genuinely wish I could offer more assistance. I hope this explanation helps clarify things for you, and I encourage you to reach out if you have any further questions.

Thank you for your understanding, and I hope we will be able to help you resolve any future issues smoothly. Meanwhile, we appreciate your patience as we work on this.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

So what's the point of someone playing and winning any amount in your games, since they're not going to collect it.. Shouldn't there be information before the start? Just because it's hidden in words and hidden terms doesn't mean it's right.. You advertise that the player won 850 euros in a spin while you know in advance that you won't pay them.. Of course, you saved 1000 euros and well done. It's just that your profit is ultimately small, because on the one hand I'm not going to put a single euro in you again, on the other hand I won't stop informing as many people as I can about the tactics and the cunning terms. Surely if someone had informed me, I would never have played with you. Your entire behavior is to teach you how to lose a new customer, along with those they would bring you. Finally, I sent them on Thursday for the verification of my account and I haven't received a response if everything was okay. Just a typical email asking for exactly the same thing again.

Οπότε ποιο το νόημα να παίζει κάποιος και να κερδίσει οποιοδήποτε ποσό στα παιχνίδια σας, αφού δεν πρόκειται να τα εισπράξει.. Δεν θα έπρεπε να υπάρχει ενημέρωση πριν την έναρξη; Το ότι το κρύβεται μέσα σε λέξεις και κρυφούς όρους δεν σημαίνει ότι είναι και σωστό.. Εσείς διαφημίζετε ότι ο παίκτης κέρδισε 850 ευρώ σε ένα spin ενώ ξέρετε εκ τον προτέρων ότι δεν θα τα πληρώσετε..Εννοείται φυσικά ότι γλιτώσατε τα 1000 ευρώ και μπράβο σας. Απλά το κέρδος σας είναι τελικά μικρό, διότι αφενός δεν πρόκειται να βάλω ούτε ένα ευρώ ξανά σε εσάς, αφετέρου δεν θα σταματήσω να ενημερώνω όσους πιο πολλούς μπορώ για τις τακτικές και τους πονηρούς όρους. Σίγουρα αν με είχε ενημερώσει κάποιος δεν θα έπαιζα ποτέ σε εσάς. Η όλη συμπεριφορά σας είναι για να διδάσκεται πως να χάσεις ένα νέο πελάτη, μαζι με αυτούς που θα σου έφερνε. Τέλος για τη επαλήθευση του λογαριασμού μου τα έστειλα την Πέμπτη και δεν έχω πάρει απάντηση αν ήταν όλα εντάξει. Απλά ένα τυπικό email που ζητάει ξανά ακριβώς τα ίδια.

Following the previous message, something even more incredible happened. After the account verification was delayed, with the 250 euros I now had instead of the 1250 after deducting my winnings, I played some games, resulting in 500. And then they deducted the 250 again, leaving only 250. And supposedly my bonuses had been deducted. I can't understand how this company works.. Logically, it's a crime to win..

Σε συνέχεια του προηγούμενου μηνύματος, έγινε κάτι ακόμα πιο απίστευτο. Αφού καθυστερούσε η επαλήθευση του λογαριασμού, με τα 250 ευρώ που είχα πλέον αντί για τα 1250 μετά την αφαίρεση των κερδών μου,έπαιξα κάποια παιχνίδια με αποτέλεσμα να τα κάνω 500.Και τότε μου αφαίρεσαν ξανά τα 250 αφήνοντας πάλι μόνο 250.Ενω υποτίθεται ότι είδη μου είχαν αφαιρεθεί τα bonus.Δεν μπορώ να καταλάβω πως λειτουργεί αυτή η εταιρεία.. Λογικά είναι έγκλημα να κερδίσεις..

Hi jimwest78,

Please note that we are not the casino, and we did not set the rules or bonus terms. Our role is to help explain these issues and provide support in resolving any disputes.

Regarding your balance and the deductions, let me explain what happened. When you received the bonus, there are specific bonus rules that apply, which you should check before accepting any bonuses to avoid future disappointment. These rules, including wagering requirements and any caps on winnings, are stated by the casino. It seems that your winnings may have been capped, and once that happened, any further deductions could have been made according to the casino’s bonus terms.

• However, could you please confirm if, after the casino capped your winnings once, they made another deduction? This will help us understand the situation more clearly.

Thank you in advance for your reply.

I confirm that after the first reservation of a thousand euros, a second one of 250 euros was made. I am also attaching photos/emails as proof.

Σας επιβεβαιώνω ότι μετά την πρώτη κράτηση των χιλίων ευρώ έγινε και δεύτερη 250 ευρώ. Σας επισυνάπτω και φωτογραφίες /mail προς απόδειξη.

Hi jimwest78,

Please forward your complete game history. If your winnings were capped twice, we will review the details and contact the casino for clarification.

You can send the game history to my email: petronela.k@casino.guru. Once we receive it, we will analyze the information and update you on the next steps.

Profits were capped 2 times.

Gaming history history if you mean bets it is impossible for me to send them to you because there are too many. I am attaching them to you in the 2 emails where it seems that what I have written to you has happened. First, on 21/02, they took away what I had won, about 1000, canceling withdrawals and leaving 250 eur in the account.

After I turned the 250 into 500 again, they took away my winnings again on 25/02, leaving me with 250 euros again, which I eventually withdrew. Because whatever I won, as soon as I made a withdrawal request, they took it away.

Thanks

Τα κέρδη περιορίστηκαν 2 φορές.

Παικτικό ιστορικό ιστορικό αν ενοοείται πονταρίσματα είναι αδύνατον να σας τα στείλω διότι είναι πάρα πολλά.Σας επισυνάπτω στο petronela.k@casino.guru τα 2 mail όπου φαίνεται ότι έχει συμβεί αυτό που σας έχω γράψει.Πρώτα 21/02 μου αφαίρεσαν ότι είχα κερδίσει,περίπου 1000 ακυρώνοντας αναλήψεις και αφήνοντας στο λογαριασμό 250 eur.

Με΄τά και αφού τα 250 τά έκανα ξανά 500 ,μου αφαι΄ρεσαν ξανά τα κέρδη στις 25/02 ,αφήνοντας πάλι 250 eur ,τα οποία τελικά και τα έκανα ανάληψη.Δίοτι ότι και αν κέρδιζα μόλις έκανα αίτημα αν΄άληψης τα αφαιρο΄ύσαν.

Ευχαριστώ

Hi jimwest78,

Thank you for your message. Unfortunately, the two attachments you sent in your email couldn't be opened.

To move forward, please send an email to the casino requesting your full game history. Once you’ve done that, kindly CC me at petronela.k@casino.guru so we can review the details and take the necessary steps.

Looking forward to your update.

Dear jimwest78,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I explained to you and sent you that it was necessary. I just wanted to protect other new players. I didn't expect to get back the money that was stolen from me. Anyway, I closed my account. You can close the complaint. Anyway, wherever I could promote the incident, I did. Never again in a casino outside of Greece. Thank you

Σας εξήγησα και σας έστειλα ότι ήταν απαραίτητο. Εγώ ήθελα απλά να προστατεύσω άλλους νέους παίκτες. Δεν περίμενα ότι θα έπαιρνα πίσω τα χρήματα που μου έκλεψαν. Ούτως ή άλλως εγώ έκλεισα τον λογαριασμό μου. Μπορείτε να κλεισετε το παράπονο. Ούτως ή άλλως όπου μπορούσα να προωθήσω το συμβάν το έκανα. Ποτέ ξανά σε καζίνο εκτός Ελλάδος. Ευχαριστώ

Dear jimwest78,

Thank you for your message. I completely understand your frustration, and I appreciate your efforts to protect other players.

Since you have requested the closure of your account and mentioned you no longer wish to pursue the matter, I will go ahead and close your complaint. If you ever need assistance in the future or have any concerns, please don't hesitate to reach out.

Wishing you the best moving forward, and thank you for your understanding.

Best regards,

Petronela

Casino.Guru