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Good morning.

I started by making a deposit with the 2nd deposit bonus (100% and 100 spins). I reached the rollover and the amount became real money. When it became a real balance, I continued playing and reached €170, which I decided to withdraw. The €170 remained for withdrawal since Saturday (the 13th). Today, when I logged into the casino, I noticed that I had a balance of €100. I spoke to the chat and his colleague said that the maximum bonus is €100. My question here is, even if the bonus is up to €100, when you move from bonus balance to real balance, you make the adjustments... if I have €200 in bonus balance and I hit the rollover, I'd have €100 in real balance, but everything I do after moving to real balance is all mine, right? Now they say I can only receive up to €100. I would like you to help me. Thank you

Bom dia.

Comecei por fazer um depósito no bónus de 2° depósito (100% e 100 rodadas). Atingi o rollover e o valor passou a saldo real. Ao passar a saldo real, continuei a jogar e atingi os 170€, que decidi levantar. Ficaram os 170€ para levantamento desde sábado (dia 13). Hoje ao entrar no casino reparei que tinha em saldo 100€. Falei com o chat e o colega disse que o máximo do bónus são 100€. A minha questão aqui é, mesmo que o bónus seja até 100€, quando se passa de saldo de bónus para saldo real, é que se fazem os ajustes.. se tenho 200€ em saldo de bónus e atinjo o rollover, ficaria com 100€ em saldo real, mas tudo o que eu faço depois de passar a saldo real, é todo meu, correto!? Agora dizem que só posso receber até 100€. Queria que me ajudassem. Obrigada

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Trino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify the exact date when you claimed the second deposit bonus.
• What deposit did you make?
• Have you completed the wagering requirement for both the cash bonus and free spins?
• What exact amount of winnings was transferred to your real money balance upon the completion of wagering?

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

Best regards,

Natalia

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Hello Natalia.

I claimed the bonus on 09/09/2025

20€ deposit

Completed all the requirements

I didn't notice it when I was playing. But I went to the history. When it went to real balance it had €120 and then it went to €113 and there was €7 left in bonus balance (from the 100 spins). Later the requirements were also met. When they were met I had a real balance of €123, which became €129 and there was €1 in bonus balance (from other spins). Shortly afterwards I also met the requirements. When they were reached I had €136 and it remains at that value (€136).

Then I notice that in the history, on 12/09 at around 1.30pm I logged out and had a balance of 130€. On the same day, when I logged in at around 9.45pm, my balance was €109.

I didn't even notice at the time and continued playing until I decided to withdraw €170. I went through the whole withdrawal process and waited. Then €100 showed up in the casino account, which is already available for withdrawal. So in principle only €70 is at stake (if the transfer of the €100 goes well 😅).

Olá Natália.

Reivindiquei o bónus no dia 09/09/2025

Depósito de 20€

Concluí todos os requesitos

Eu não dei por ela quando estava a jogar. Mas fui ao histórico. Quando passou a saldo real tinha 120€ e depois passou a 113€ e ficaram 7€ em saldo de bónus (das 100 rodadas). Que mais tarde os requisitos também foram atingidos. Quando foram atingidos tinha 123€ de saldo real que passou a 129€ e ficou 1€ de saldo de bónus (de outras rodadas). Que pouco depois também atingi os requisitos. Quando foram atingidos tinha 136€ e mantê-se nesse valor (136€).

Depois, reparo que no histórico, no dia 12/09 por volta das 13.30h fiz logout e tinha no saldo 130€. No mesmo dia, quando faço login por volta das 21.45h, tinha no saldo 109€.

Na altura nem tinha reparado e continuei a jogar até decidir levantar 170€. Fiz o processo todo de levantamento e fiquei a aguardar. Depois apareceram 100€ na conta do casino que já estão para levantamento. Portanto, em princípio só estão 70€ em causa (a correr bem a transferência dos 100€ 😅).

Dear player, do you have access to your game (betting) history? Could you please share it or ask the casino to send it to you if it's not available in your player's account?

Additionally, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Thank you in advance.

Good afternoon,

I have already sent the requested documents to your email address.

PS- I'd like to take this opportunity to say that I've received the 100€, with the 70€ remaining in dispute.

Thank you.

Boa tarde,

Já enviei os documentos solicitados para o seu email.

PS- Aproveito para dizer que recebi os 100€, ficando em disputa os 70€.

Obrigada.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear SMCARMO,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Trino Casino to join this conversation and assist in addressing the complaint.

Dear Trino Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Casino Guru Team

Thank you for raising this case.

After carefully reviewing the situation, we would like to clarify that according to our promotion rules: all winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the deposit.

In this particular case, with a €20 deposit, the maximum withdrawable amount is €100. Therefore, the additional €70 was removed, and €100 remains available for withdrawal, in full compliance with the stated terms.

We regret any misunderstanding this may have caused. The relevant rules are published openly on our website and can be found here (https://trinocasino33.net/en-cn/promo/item/easy-start-pack-second-deposit-2-2)

For any further clarification, the player is always welcome to contact our support team at support@trinocasino.com 

Best regards,

Trino Casino Team

We apologize for the earlier mistake with the link.

The correct one is: https://trinocasino777.com/promo/item/easy-start-pack-second-deposit-2-2

Dear Trino Casino Team,

Thank you for your response.

Could you kindly provide us with the player's bonus history, transaction history, and game log? You may send the requested information to my email address at stefan.m@casino.guru.

I look forward to your response.

Dear Stefan,

We have provided all the requested information and supporting screenshots in the email sent to your address. Please kindly check your inbox.

Best regards,

Trino Casino Team

Dear Trino Casino,

I have not yet received the complete documentation to verify that the winnings from the bonus were not capped twice. Could you kindly provide the remaining requested documents at your earliest convenience?

I look forward to your response.

Dear Stefan,

Okay. I will request this information again and send it to you today.

Best regards,

Trino Casino Team

Dear Trino Casino,

Thank you for your prompt response and for confirming that you will request and forward the necessary information. I appreciate your cooperation and timely attention to this matter.

Please let me know once the documentation has been sent to my email address at stefan.m@casino.guru so that I can confirm its receipt and proceed accordingly.

Your continued assistance in resolving this case is greatly appreciated, and I look forward to your update.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Stefan , please, check your email. Thank you

Dear Trino Casino,

Upon reviewing the evidence, I have found that after the player met the wagering requirements, their winnings of €138.53 were not capped at €100. Furthermore, the player did not receive any notification or pop-up indicating that the wagering requirements had been completed or that they were required to withdraw the funds. As a result, the player continued playing under the assumption that they were using real money.

The gameplay records show that the player’s balance reached €170.09 before being subsequently capped at €100. Since the player’s balance did not drop below €100 after the wagering requirements were met, we believe the player should be entitled to an additional payment of €31.56.

Please confirm whether you are willing to issue this payment to the player. We hope that we can reach a mutually satisfactory resolution to this matter.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

We sincerely apologize for the delay in our response.

At this stage, we are reviewing the case internally with our team to verify all details and gameplay records mentioned.

Once the review is complete, we will provide a detailed and comprehensive reply addressing the points raised in your message.

Thank you for your understanding and patience.

Kind regards,

Trino Casino Team

Dear Trino Casino,

Thank you for your response and continued cooperation. We will await your reply upon the completion of your review of the case.

I look forward to hearing from you soon.

Dear Stefan and SMCARMO,

We have carefully reviewed the case together with our team and have issued the payment to the player’s account.

The funds are already available.

We would like to thank both the player and the Casino Guru team for the cooperation and assistance in resolving this matter.

Kind regards,

Trino Casino Team

Dear Trino Casino,

Thank you for your cooperation and for the positive resolution of this matter.

Dear SMCARMO,

Could you please confirm receipt of the funds in your casino account? Would you like to request a withdrawal, or can we consider this case resolved?

I look forward to your response.

Dear SMCARMO,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru