Trino Casino - Player is facing withdrawal issues after a bonus dispute.

 

Hey please i hope you well help me please about Trinocasino.com 

I'm playing on this website before 6 months ok im all ways lose no any withdrawal right now and when I'm deposit I used bonus ok yesterday I'm depo 120 with bonus 200% x35 ok so I was playing maybe 6 hours to continue the bonus and can be real money to i can withdraw and its happened i withdrawal 1500€ but was pending and i was have 800€ on account and i go upp to 2600€ and i was on game and im log out i told the support he saying it will be open i sayd ok and I got email from them it was scammed me because the bonus was 35x so please if u can do something 

Dear Ashor99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the exact link to the bonus you activated and played with? Alternatively, you may send here screenshots of the bonus along with its specific terms and conditions.

Please understand that according to the general bonus terms and conditions of Trino Casino:

• 16. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times deposit. Any exceeded balance will be voided prior to money withdrawal.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider the imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us.  

Best regards, 

Veronika

Dear Ashor99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hey again yes I have this proff from them but it's not bonuses times 5 deposited i don't understand how to can happened this the bonus wager was 45 or 40 and sen you get times 5 deposit

The wagering requirements and the maximum possible cashout are two different things.

Wagering requirements refer to the total amount of bets you need to place before the bonus amount, along with any winnings from it, is converted into withdrawable cash. The wagering requirement is typically expressed as a multiple of the bonus amount or the bonus plus the deposit amount (e.g., 30x the bonus). The exact requirement will be specified in the terms and conditions for that specific bonus.

Maximum cashout is the highest amount you can withdraw from winnings earned through the bonus. Even if you successfully meet the wagering requirements and win a larger sum, your withdrawal will be capped at this limit. The cap is typically applied either at the end of the wagering process or when you request a withdrawal.

If your winnings were capped after you completed wagering the bonus, and the cap aligns with the limits outlined in the casino's Terms and Conditions, unfortunately, there is nothing further we can do to help retrieve the voided funds.

If I have misunderstood any aspect of your case or if there are additional details you’d like to share, please let me know. Otherwise, we may proceed with closing this complaint.

Dear Ashor99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi ok I now understand everything so you don't have to do anything thank you!

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.