Trino Casino - Pelaajien kotiutukset perutaan.

My account is fully verified. I have had 8 withdraws in a row canceled.

I am trying to withdraw with Interac etransfer (my deposit method). The team does not understand that if the withdraw is not processed within 48 hours, the interac request is automatically expired and the withdraw canceled. They are intentionally waiting >48h so that they don't have to pay my withdraws.

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:  

• Did you pass the KYC verification?  
• Did you accumulate your winnings with or without an active bonus?  
• Have you made any successful withdrawals before using the same payment method?
• Are there any other payment methods available for withdrawals?
• Is there a specific reason given by the casino for the cancellation of your withdrawal requests?

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

1) Yes my account is fully verified

2) No I have not used any bonuses

3) No I have not had a successful withdraw yet

4) There are other payment methods but usually you are forced to use the method you deposited with

5) The team just says it takes up to 3 business days to process a withdraw. They don't understand that interac etransfer requests expire after 2 days. I believe they are doing this intentionally to not pay me

3 more withdraws have been canceled since my last message. Livechat is still telling me to stay patient and that the team will check my withdraws. Now 16 days since my first withdraw request and a total of 13 withdraws have been canceled.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have sent you my last interaction with livechat today via email.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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 basedschalke,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals keep being rejected??

Thank you in advance for providing the information.

Dear Casino Guru Team,

We have reviewed the player’s case regarding Interac withdrawals.

Please note that according to our Terms, withdrawals are usually processed within 72 hours, which is the standard timeframe.

However, we also acknowledge that the player contacted our support via live chat, asking for the withdrawals to be processed faster due to the Interac 48-hour expiration window. Taking this into account, we have scheduled his payouts with specific dates and are now handling his requests in an accelerated mode.

Part of the payments were already scheduled yesterday, and the rest are planned for today/tomorrow to ensure they are completed on time.

We would like to assure you that the player’s funds are safe and the payments are being processed without unnecessary delays.

Best regards,

Trino Casino Team

Thank you very much Trino Casino for the update!

Dear basedschalke

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Hello, since the max withdraw request is 750$ cad, I have only received 2 x 750$ so far, but I confirm that they have indeed started to pay out.

I will confirm once the rest of my balance is fully withdrawn (2433$ cad left to withdraw).

Dear basedschalke

Those are some good news!

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Hello,

There is now 933 cad left to withdraw next week (as they do not do withdraws on the weekend)

Dear basedschalke

Sure, I understand!

Please let me know as soon as you receive the payment.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear basedschalke,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina