Trillonario Casino - Player’s account has been closed without valid reason.

Hello i registred yesterday in https://www.trillonario.com/ and i made deposit of 500$ with my visa debit cards..so i start play in slots and i played and after that i made a win of 600-700$ and my balance was 1100$ and after thay i contacted live chat for withdrawal they informed me how to make a withdrawal and i requested a withdrawal via skrill email...so i waiting 1 days and today i received in email that....

CHARLY A*******

It is a pleasure to contact you from the Trillonario Billing Department. This email is in reference to your Trillonario account associated with this email address.

We regret to inform you that we have not been able to verify your data using the information you provided when registering on our site, and therefore we would like to kindly request your collaboration in verifying your account by sending us the following documents:

-copy of your passport, ID card, or driver's license

-copy of a recent bill showing your name and address

-copy of the front and back of your registered card(s). Please hide the middle 8 digits of your card number, and the three-digit CVV2 security code on the back. We only need to see the first and last four digits of the card, and the signed back.

You can send us these documents to the same email address we are writing to you from. Once we receive your documents and complete the verification of your account we will reward you with a discount on your next purchase.

Please note that we cannot guarantee that your future purchases will be accepted until we have received the data requested here and successfully verified your account. Therefore, we recommend that you send us this information as soon as possible to ensure continued use of our Site.

If you have any doubts as to the authenticity of this request for data, we invite you to contact us through the contact page on our Website and any of our friendly customer service representatives will be able to confirm that we sent you an email requesting your cooperation in verifying your account with documents.

We look forward to your cooperation in reestablishing your account as soon as possible.

Kind regards,

Billing Department...

so after 15 minutes i send instatntly my ID Utilitly bill and cards picture and after some hourse they reply to my email like that...

Dear Charly:

My name is Cecilia from the Trillonario billing department. This email is in reference to your account registered with the email we are writing to.

We wish to inform you that upon completion of the security review of your account, it has come to our attention that the details in the images of the documents you provided as a form of verification do not match the information registered in your account, are misleading or have been manipulated. For this reason, your account has been cancelled and will remain blocked, in accordance with our Terms and Conditions published on our website.

Please note that Trillonario is a regulated company and is governed by international e-commerce regulations and payment card industry standards designed to prevent financial crimes and identity theft. Therefore, we have a series of procedures and policies in place to address such activities, always looking out for the interest of both our site and our customers. We are also obliged to report any such suspicious activity to the relevant legal authorities and transfer the investigation to the relevant financial intelligence unit to cooperate in the prevention and prosecution of crime; this includes all information collected by our systems.

We further inform you that should we observe further attempts to register an account on any of our sites, we will do our best to facilitate the prosecution of the person responsible for any criminal activity and will inform the relevant authorities by providing all necessary information.

We have issued a payment today to return the amounts you deposited to the original payment accounts.

Thank you for your cooperation in this matter.

Kind regards,

Cecilia W******

Billing Department

Trillionaire

this is a very big fraud because this is not true, I also took screenshots yesterday in my account showing my name and surname... and this shows that your ID does not match your data registered in trillions, this is a fraud Please also see the photos that I will send you

Dear CharlyAgusto,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you're facing with Trillonario and the account verification process. To assist you further, I would like to ask a few questions in order to understand the situation better:

• Could you please clarify what exactly was the discrepancy between the documents you submitted and the information registered in your account? What was the mismatch or issue that they pointed out with your ID, utility bill, and card images?
• Have you had any previous withdrawals or deposit issues with Trillonario before this incident? If so, could you provide details about any prior transactions or communication related to this?

Your cooperation is crucial for us to proceed with your case and to mediate with Trillonario on your behalf. Without your input, we won't be able to move forward in resolving this issue.

If you have any other relevant screenshots or email communications that would assist in reviewing your case, feel free to send them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

PS: Could you please specify the disputed amount?

Hello yes..

Could you please clarify what exactly was the discrepancy between the documents you submitted and the information registered in your account? What was the mismatch or issue that they pointed out with your ID, utility bill, and card images...that i want to know from that Trillonario because i know nothing its wrong here i send all my details correct name surname address cards but they didnt show any proof of that mismatch because if they show to me that missmatch i will know and yes that its my wrong but they didnt show me anything that and i have screenshot of my NAME SURNAME IN Trillonario!

Have you had any previous withdrawals or deposit issues with Trillonario before this incident? If so, could you provide details about any prior transactions or communication related to this?...NO THIS IS MY FIRST TIME I REGISTRED IN Trillonario AND I MADE DEPOSIT AND AFTER WINING I MADE WITHDRAWAL..THIS IS FIRST TIME

Thank you very much, CharlyAgusto, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you CharlyAgusto for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Trillonario Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and why was the player's account blocked.

Thank you!

Hello thank you so much..

Yes i want to know the excatly reason where did they see mismatch of my documents and account registred or they just write like that without any reason and proof for that so i think that its only scam because they dont give any proof for that so they just get my balance of 1000$

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.