Trino Casino - general discussion

If you want to discuss anything related to Trino Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I joined Trino Casino in April 2024 from my Irish home address and all subsequent activity at the casino was from my Irish residence.

However, when I came to withdraw, they emailed me effectively saying they had confiscated my balance of around €7000 euros and closed my account because I also have a residence in England - a prohibited country.

So although I played/withdrew etc in Ireland, the fact that I also own a second home in UK means I lose everything at the casino.

This doesn't seem fair to me - do you think I have grounds for a complaint?

Hi, so if you only played from Ireland, which is an allowed country, and not from England then I would say it's not fair if they took your money. I don't think having residency in another country should result in your winnings being taken away. It doesn't seem at all logical to me if a casino would argument something like that. 

However, when you registered, did you use all the details and address you have in Ireland ? 

Anyway, I would definitely file a complaint and our team will try to help you, so go ahead. 

If you have any new information, be sure to let me know. 

Yes, I used an Irish address and details when registering. Thanks for your advice Jaro, I will file a complaint shortly.

I would certainly go for it too, as it seems to me like a nonsensical excuse. Let me know if you have an update or what you've managed to sort out.

I hope you get your money. 

Hello, I have experience with Trino casino. About a month and a half ago, I registered at Trino casino. I verified my ID, credit card and invoice where my permanent residence is. I played a tournament, I finished second and won 7500 of their money for those you can buy freespin or bonus money that you have to spin several times and you can withdraw it. Jinal doesn't even let you choose, so it's written in the rules. I bought 200 euros bonus for the amount of 1000 of their winnings and played all night. I rolled over the 200 euros of bonus money x times as they requested and I ended up with 540 euros. Which I could withdraw. I received an e-mail saying that I want a copy of my identity document and bank card, while I had everything verified in my profile! I sent them a copy of my identity document and credit card, and again two days later I received an e-mail saying that I want a copy of my bank account and Iban again, so I wrote to them that I already sent it to them and the next day they withdrew 540 euros that I couldn't withdraw the Bonus money when I wrote to them that I rolled the Bonus money x times as required, so no one contacted me. I have everything photographed and documented, including the win and their conversation. I would like to ask you where I can go and file a complaint. This is a fraud on players, thank you

Hello. I can see that you have managed to file a complaint here with our team and it is already in progress. Please update it whenever you find the time, because some more questions have been asked there. You can easily do so by using this link, if you wish.

Do you have any updates regarding this case by now?

Hi hi

No there is no progress yet.

It was very strange few days ago they told me that Finance Department had figured out the issue and I should have the payment in my account within 24 hours.

Then around 2 days after they said within 4 hours.

So no progress 🤷

With respect...

Hafthor Axel

Hello, it would be a good idea to write first what happened in the casino, because you are replying to a post that was not addressed to you at all. 

But obviously from the context it is clear that you have a problem with the withdrawal. So when the casino told you that you should have the money still nothing changed ? One more question, is what you are writing here now referring to Tsars Casino, which you have an open complaint against, or to Trino ?

I will wait for the answer.

Hello, not yet. I sent the photos of the email correspondence and the explanation. I am waiting for what the guru will give here.

And also nothing new from the casino? I think that's what Romi meant.

She also asked you to reply to your complaint, without that our team will not move, so it would be good if you did so.

You can do that ?

Hi Romi, I wrote between and photo conversation and I didn't get any reply from the casino

I sent the change and conversation Petronela.k @guru.com

Please let Petronela know about it in the complaint thread as well, so she will be able to move on with the case.

Does this casino pay out money? I have been waiting for 4 days and the payment has not been approved yet.

If you have a look at the user reviews, you will read that they do, probably just a bit slower, as some of the players said.

There are also 5 complaints submitted for this casino, and they did pay the players at the end.

So hopefully, you will receive your money soon as well. Is your account fully verified there?

Hello. I am sharing my gaming experience. Perhaps I have overpraised this casino in my review.

Trinocasino: No VIP privileges and unfair play

1. No VIP Benefits: I have reached level 7 out of 8 in the Trinocasino VIP program and have yet to receive any benefits or bonuses that I understand are due at this stage. I have contacted customer support to ask what benefits I am entitled to but have yet to receive a clear answer or any actual bonuses.

As I mentioned above, I reached 7 levels out of 8.

What was promised:

1

VIP promotions

In addition to our ongoing bonuses and promotions, as a VIP you will receive exclusive offers and special privileges. After all, you are the king!

2

Financial privileges

As a VIP member, you will receive special privileges. Our VIP players receive higher withdrawal limits and cashback percentages, as well as better exchange rates depending on their VIP level.

3

No restrictions

VIP members get extra perks, so play your favorite games, improve your strategy and have fun! The better you become, the bigger your winnings, there are no limits!

4

Personal manager

You can get a personal manager who will treat you like a real VIP. Feel free to ask questions, give feedback and share all your thoughts with your personal manager in the 24/7 VIP chat.

At the moment I have received only one VIP bonus of 500 usd for reaching level 7. (And this is a whole story about what happened to it, but we will talk about it later.) Today, September 1, I have no VIP bonuses. Even simple bonuses were blocked. I do not have a personal manager either, although I am entitled to one according to my status.

I asked a question in the chat and did not receive an answer. I would like to receive an answer from a casino representative. What are VIP levels for if there are no privileges?

Dear Trinocasino support team,

I would like to know why not only am I missing VIP promotions but regular promotions are also blocked. This raises serious questions and concerns for me as I was expecting access to standard bonuses and offers.

Please explain the reason for the blocking and, if possible, unblock access to the shares.

Thank you in advance for your attention and I look forward to your reply.

Now, regarding unfair play.

Trinocasino: unfair play

Hello!

I received a bonus of 500 USD, but unfortunately I lost it without even making one turnover of these funds. Could you explain how this could happen? Is it possible to check the details of this situation and explain what exactly went wrong?

Then I played with my own money, and the situation was the same. After contacting the chat, the slots started giving winnings. Now I am confused. Is this just a coincidence or can you really influence the RTP of the slots?

I would like a more detailed explanation of my situation. As I mentioned, after I expressed my dissatisfaction in the chat, the results in the slots improved. This raises questions about how the system works.

Can you confirm that there are no changes in RTP or slot settings after such requests? Are there any internal algorithms or systems that can affect the probability of winning depending on the player's activity or requests to support?

It is very important for me to understand this issue, and I would be grateful for your clarification.

Thanks in advance for your help.

I didn't receive an answer.

Low RTP and unfair play:

Lately I have noticed a significant decrease in RTP (Return to Player) in slots, especially with the provider Pragmatic Play. Over the last few gaming sessions I have received almost no winnings, which raises serious doubts about the fairness of the slot settings. Although the support service assures that the RTP and random number generator (RNG) cannot be changed after the game is installed, my experience says otherwise.

Subject: Complaint about low RTP and unfair play

Dear Tirnocsino support team,

I am a regular customer and have always preferred your service, however, recently I have encountered a problem that is causing me serious concern.

I have noticed that the RTP (Return to Player) of the games, especially the slots, is significantly low. Over the last few sessions I have been getting almost no wins, which makes me suspect that the slots are set up in such a way as to minimize the return to players. This makes it seem like the casino is being unfair to the players and is essentially stealing my money.

I ask you to look into this situation and provide me with clarification regarding the RTP in the games, as well as confirm the honesty of your casino.

Dear Igor

We are always happy to fulfill any request you may have, and if your final decision is unchangeable, it will be taken into account. However, we would like to explain something to you: during the development of a game, the game developer adds a random number generator (RNG) to the program, which ensures that each round of the game is not predetermined by anyone and is virtually independent. Once the game developer assigns the RTP to the game, no one else can change this parameter. The RTP percentage is not applied to one specific game session, but is calculated over a distance of more than a million spins that are made by different users at one point in the game. There is no need to give up so early, because if the game does not bring you pleasure, you can always choose a different approach or change the game altogether, do you agree? Thank you for contacting Trinocasino support. If you have any questions, please contact our online casino chat or write to We are here for you 24/7, rain or shine!

Dear Trinocasino support team,

Thank you for your reply and explanation of how the random number generator (RNG) and RTP work. I understand that RTP is calculated over a long period of time and that no casino can influence the RNG once it is set up by the developer. However, my experience on your site makes me doubt the fairness of the specific games, especially since I have not seen any significant returns over several sessions.

My goal is not to find the culprits, but to understand what is going on. I ask you to conduct an audit to ensure that all systems are working correctly and provide me with game statistics for the period from August 28 to September 1. It is important for me to know that I am playing in a fair and transparent casino.

I hope for your understanding and prompt resolution of this issue.

Sincerely,

Igor

I didn't receive an answer.

Complaint about Trinocasino: low RTP, no VIP benefits and unfair play

I would like to share my negative experience with Trinocasino, which I unfortunately can no longer recommend to other players.

Low RTP and unfair play: Lately I have noticed a significant decrease in RTP (Return to Player) in slots, especially with the provider Pragmatic Play. Over the last few gaming sessions I have received almost no winnings, which raises serious doubts about the fairness of the slot settings. Although the support service assures that the RTP and random number generator (RNG) cannot be changed after the game is installed, my experience says otherwise.

No VIP Benefits: I have reached level 7 out of 8 in the Trinocasino VIP program, but I have not yet received any benefits or bonuses that I understand are due at this stage. I have contacted customer support to ask what benefits I am entitled to, but have not received a clear answer or any real bonuses.

Lack of Transparency and Support: Despite my repeated requests to support, I have not received a satisfactory explanation or solution to my questions. This raises serious doubts about the transparency and honesty of the casino.

I believe that such actions on the part of the casino are unacceptable.

Dear djcentigor,

Thank you for your feedback and for sharing your experience with us.

Regarding the RTP question, it’s important to clarify that Trino is a licenced casino which operates under a strict regulatory framework. As our customer support manager previously explained, RTP values are set directly by the game providers and remain consistent for all players at all times. As a licensed casino, we are regularly audited for fairness and transparency, and we cannot, under any circumstances, manipulate or adjust RTP values for individual players or sessions. We understand that gaming sessions may not always go in your favor, but please rest assured that the outcomes of games are outside of our control, and fairness is always maintained. Sometimes luck may not be on your side, but on another day, you could be the one winning big — that’s the nature of gambling.

As for the VIP benefits, according to a system, you have already received the mandatory bonuses for reaching all of your current VIP levels. Personal VIP bonuses, on the other hand, are determined by your activity in the casino and are offered by your personal VIP manager, who has already been assigned to your account previously. The availability and frequency and size of personal bonuses are decided by the VIP manager personally and may vary depending on your current level of activity.

We hope this explanation resolves any concerns you may have had. Should any further questions arise, please don’t hesitate to contact us.

Thank you for being a part of Trino Casino.