Trino Casino - general discussion (page 4)

7 regular bets across soccer and tennis made over 3 days could hardly be described as suspicious or irregular. Nevertheless it is still unfair in my view to limit bets in this way and then still insist on 3x wagering thereby forcing me to play casino games I have no interest in.

Additionally, when I made the withdrawal request I was already verified according to your system. Indeed you cannot request a withdrawal without being verified. I then had to chase support when the withdrawal was not actioned. I then had to chase again the KYC department who asked for a "utility bill" and when I sent one they changed the request to specific types of utility bill or a bank statement.

An extremely poor user experience.

Hi when you copy IBAN his sowing you wrong number check please in picture. 0 not O 

should have 0 not O

Dear danthebettingman,

Thanks for raising your concerns — we value open dialogue with our players. Betting limits may occasionally be applied based on internal risk department policies designed to maintain fairness, prevent abuse, and uphold regulatory standards. They have no influence on the mandatory 3x wagering requirement which applies to all deposits in order to comply with anti-money laundering regulations. As we have already mentioned, this rule is outlined in our Terms and Conditions and is enforced without exception. 

On the verification side, we’d like to clarify that our system includes a two-step verification process. This means that after the initial KYC is completed, additional documents may be requested when a withdrawal is initiated, especially for compliance checks. While we understand this process can sometimes feel excessive, we take our verification responsibilities seriously to ensure the security of all transactions.

We truly appreciate your patience and cooperation throughout this process and thank you for following our KYC team’s guidance. Please note that once an account is fully verified and the first withdrawal is completed, no further verification is required. Future withdrawals can then be processed quickly and easily, unless a new payment method is added.

Regards,

Trino Casino team

Dear monastirskis1987,

Thanks for the clarification.

As far as we can see, our KYC department has previously sent a message with guidance on how to place a new withdrawal request correctly. If the current request was submitted following that recommendation, our team should be able to pay it out without further issues.

Just to confirm, the new withdrawal request is currently pending and will be handled by our finance team as quickly as possible, in queue order. A confirmation email will be sent as soon as it’s completed.

Kind regards,

Trino Casino team

Dear monastirskis1987,

We can confirm that the IBAN details were submitted correctly this time, and your withdrawal has been successfully processed from our side. The transfer is now on its way and should reflect in the bank account soon.

We appreciate your understanding and patience throughout the process. If there’s anything else we can help with, don’t hesitate to reach out.

All the best,

Trino Casino team

Ok thanks,so much for your help🙏

You are conveniently ignoring the issues here.

I've got no problem with with KYC.

Your process and customer service is however very poor. When the withdrawal was initiated nothing happened at all. No request for additional documentation and no update from support other than the withdrawal was being "verified" and I should contact KYC (why can't they do that on the customers behalf?). It was only when I contacted KYC that they asked for the additional document and stated simply "a utility bill". When this was provided, they then decided they wanted only a water or energy bill and then added a bank statement as being acceptable which wasn't mentioned at all at the first request.

You can hide behind your T&C's all you like but the issue here is poor user experience and poor customer service.

Dear danthebettingman,

Thank you for your clarification. Our intention has never been to overlook your concerns.

The wait in your case was related to an additional check, and we sincerely apologize for the time it took to resolve. Normally, when any further documentation is required, our KYC team sends an email with the necessary instructions after the checking processes are complete — without the need for players to follow up. We’re sorry it came across differently this time. While the request would have been sent either way, we completely understand how it might have felt like a reaction to your own outreach, and we apologize for any confusion caused by that.

As for the utility bill request, we’re also sorry that the requirements weren’t made clear and mentioned in full from the very beginning. We’ll definitely take this into account and work on improving the clarity of our communication to avoid similar situations going forward.

We regret that your experience with us was disappointing. Should you ever decide to give our casino another try, we’d be more than happy to welcome you back and ensure a smoother, more positive experience.

Best regards,

Trino Casino team

Good afternoon,

I've had some good earnings for about a week now, but when I try to withdraw, they always take a long time. Today I get an email saying that my funds are blocked for withdrawal until the provider verifies it and that it can take from 3 to 14 working days. I'm completely freaked out!!! It's my money, when we make deposits they don't warn us about this situation and now they're blocking the money that's supposed to be ours???? Please help me. I need this money!

They don't do anything even by email, let alone in chat. I need my money. It's rightfully mine since I didn't even play with bonuses, it was all deposits without bonuses!

Actually, these checks can be initiated at any time, and it doesn't matter if a player uses bonuses or not.

If the casino needs to check your gameplay, they will contact the provider to do so. The negative side of it is that it really can take longer. 🤷‍♀️

May I ask if this is the first time you requested a withdrawal from this casino, please?

2 withdrawals were made after 8 days and now I can't get the money out.

I'm sorry, but waiting 14 working days??? For money that is ours and without prior warning that this could happen?

I need my money, if I didn't I wouldn't play!

I've been waiting since the 15th, this is not normal...

The total amount was 6,500, they gave the first 1,000 and now it's been going on for two weeks!

Honestly, a very dubious platform and I've never experienced this in other online casinos. They do everything they can to delay payments!!!

I understand your frustration, but please try to calm down as much as possible.

Online gambling should be taken only as a hobby, let's say, and nothing else. So if you say that you really need the money, it sounds like you have taken it a bit differently.

It is normal, of course, that everyone wants to get to their winnings; don't get me wrong, please, but game provider checks are nothing unusual when playing at online casinos.

Our complaint team will investigate your case well, and hopefully soon you will be able to withdraw the rest of your money. Just, please, try to be patient a bit, even though it is not easy. 🙏

Okay, I can agree with that, but without warning that this could happen? I've played quite a few games and they're going to send all the providers??? Up to 14 working days? I'm sorry, but I think this is a ploy to avoid paying out the rest of the money.

BEWARE EVERYONE WHO PLAYS HERE!!!

If in the meantime they pay me the funds and resolve this quickly, I'll be the first to come here and say so, but be careful, as I haven't been warned, many players may not be. Today is the 3rd working day and so far NOTHING

still without any kind of resolution.

Well, they are unable to send any warning, you know. If there are some irregularities in the gameplay of some player, the game provider will proceed with those checks.

I will also keep my fingers crossed for your withdrawal to come soon, so please surely let us know about how it goes here. 🤞🙏

I still haven't had any help from the complaints. There was no irregularity because I put in a lot of money and have been running normally. In the meantime, there has been no satisfaction from the site either.