Trino Casino - general discussion (page 5)

Today I exchanged messages with the chat where they say that it has already been verified. I haven't had any communication by email and the funds are still not being paid out.

Another colleague in the chat to confirm and no payment. The justification is that I have to wait for an email.

I would call it progress, though. If you got this kind of information.

Hopefully it will all be approved then. 🤞

And when it comes to your complaint, you need to watch the timer, and there will be a movement seen whenever the right time comes. We really deal with hundreds of complaints every day, actually.

Hi, can you explain to me why your casino let me deposit €4200 after passing the verification and immediately after I requested the withdrawals my account was disabled without explanation?

I have €4385 in my gaming account!

I didn't use any bonuses and only played live roulette.

I'm waiting for a response from casino support, who has continued to ignore me so far.

Dear Leoca79,

Thank you for reaching out and sharing your concern. We are truly sorry to hear about the difficulties you are experiencing with your account.

To investigate this matter further and assist you properly, could you please provide us with your gaming account email or username? This will allow our team to check your case in detail and get back to you with a clear update as soon as possible.

We appreciate your patience and assure you that we will do our best to resolve this situation quickly.

Best regards,

Trino Casino Team

Email address: leocarturan@gmail.com

I have already instructed your support via email to pay the remaining balance using the same method as the 3 withdrawals already entered.

Since you do not grant me access to your account, my requested withdrawal of winnings must comply with the two-business-day deadline set by your withdrawal policy.

Dear Player,

Thank you for your message and for providing your email address. We will double-check the information regarding your withdrawals and verify the current status with our payments team.

Please rest assured that your case will be reviewed carefully, and we will get back to you as soon as we have confirmation.

Best regards,

Trino Casino Team

Hey there.

Just wanted to say to you to be really careful when you share your email on the forum. Everyone can see it, and we have had some of our users experience getting some scam emails. Do not trust anyone who will try to impersonate our members. Only emails from the @casino.guru domain are the ones you can trust.

Thanks for the heads up.

I will definitely be able to recognize any fraudulent emails.

I already received this response from your support via email on Saturday and Sunday, but to date they haven't been able to provide me with a response regarding the blocking of my account. This in itself is very serious and suspicious.

As long as I was losing, everything was fine with you, but as soon as I won something and tried to withdraw, you blocked my account less than an hour later.

However, the only thing that matters to me is that my winnings are paid out on time.

The only withdrawals I managed to make on Saturday (for a total of €1500) have not yet been paid out and I expect them to be processed by tomorrow.

The remaining balance of €2,885, which I cannot withdraw directly (since you had the brilliant idea of unfairly blocking my account), must be paid by Thursday.

I do not allow you to use any further tactics against me that delay the payment of my balance as this situation is causing me significant inconvenience.

I therefore request your confirmation that my legal right to receive my winnings within the timeframe set out in your T&Cs will be respected.

Thank you.

Dear Leoca79,

Your account is now active again. You’re welcome to enjoy our games, make deposits, and request withdrawals as usual. Thanks for staying with us!

Best regards,

Trino Casino Team

The casino had blocked my account because they knew about my gambling problems having previously self-excluded me at one of their sister casinos.

After the block, I repeatedly asked for payment for my withdrawals and the remaining balance, and what did they do instead?

They reopened my account, cancelled the 3 withdrawals I had made and let me gamble, causing me to lose everything.

This is a criminal predatory tactic.

I therefore request a full refund of my deposits.

Hello there. I hope the associated complaint will make things clear for anyone. Best of luck with that. As you already know, self-exclusion is an important matter, and our colleagues will take a closer look for you.

Dear Casino Guru Team,

We have carefully reviewed this case and would like to provide clarification.

The player has not submitted any request for self-exclusion or mentioned GA in any of his communications with our support team.

Therefore, his account remained active under standard conditions, and there was no restriction applied under responsible gambling procedures.

The withdrawals were cancelled, after which the player continued gambling and unfortunately lost the balance.

Once the balance reached zero, the account was closed in accordance with our Terms and Conditions (section 7.3), which allows the casino to terminate accounts at its discretion.

As there was no valid self-exclusion request from the player, this case does not fall under responsible gambling rules. Consequently, a refund of deposits is not applicable.

We regret the player’s dissatisfaction but confirm that all actions taken were in line with our terms and conditions.

Best regards,

Trino Casino Team

You are professionals at practicing these predatory tactics.

Fake and dishonest like all the casinos in your affiliate group.

When you blocked my account (only after I had won and made 3 withdrawals) this screen appeared during login: " user disabled due to gambling problems " because your system had identified that I had been self-excluded from casinos in your group.

You also confirmed it via chat

So there was no need for me to tell you that I was having problems with the game because you already knew it from the message that appeared during login.

In fact, following the block, I never asked you to reopen the account but only to pay me the withdrawals and the remaining balance.

Instead, you cancelled my withdrawals (which should have already been paid) and reopened my account to delay everything with the aim of letting me play, knowing that the frustration of a player with gambling problems would result in the loss of everything.

A fair casino would have first paid out the winnings without reopening the account or refunded the deposits.

When I asked you why my account had been blocked, you never provided me with an answer because it would have been embarrassing for you to tell me that you only realized I had been self-excluded from your affiliate casinos after I had made six deposits. I wonder what excuses you will now come up with to justify this fraudulent behavior.

Hello, thank you for your perspective. Kindly make sure to state that in the complaint. This is "just a forum."

The complaint is being investigated here 👈

Much appreciated.

Why hasn't my post been published yet?

The casino representative's claims are dishonest, and if you publish the post you can understand that.

They themselves blocked my account for gaming issues before they reopened it and I lost everything!

Hello, what post are you talking about? Kindly check your email; if any post you posted on the forum went for a manual check, you were notified, as always. If not, it has been posted automatically.

Dear, the problem is not as you suggest, and if you prefer to manage your frustration this way, go ahead, because I care about your feelings. Yet, tread carefully since we know this is not your first Casino Guru account, and we are aware of your overall complaint and forum activity.

So, please consider this:

"In the end, we have come to the following conclusion.

The player's screenshots showing that his account was restricted due to a gambling addiction (the pop-up message) cannot be considered as proof that he has a gambling problem. The message that appeared when the player tried to log in is not bulletproof evidence that the casino officially labeled him as a problem gambler. Later, the support most likely made an assumption based on the player’s screenshot without conducting a deeper investigation.

The support also told the player that this restriction might be due to him being marked as a problematic gambler in a sister casino. However, there is no mention of any such rule in the terms and conditions of these casinos stating that a gambling-related restriction in one casino automatically applies to another.

Throughout this entire time, the player never mentioned or indicated in communication with support that he had a gambling problem. Nor did he specifically state that he was self-excluded or marked as a problematic gambler in a sister casino — he only asked whether the system could detect such a connection.

Lastly, the player claimed that his withdrawal option was unavailable after the account was reopened, but he did not provide any evidence to support this.

Even though some questions were raised, after a more detailed investigation, there is not enough evidence for this complaint to remain open.

We advise the casino to be more careful with the messages displayed on their website and in their support communication to avoid future confusion and misunderstandings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I’m sorry we could not be of more help on this occasion. Please do not hesitate to contact us again if you encounter any issues with this or any other casino in the future."

It wasn't an easy call. Please seek help if needed.