The player from Germany had a fully verified account that was suspended due to claims of gambling addiction, despite stating that there were no issues. They had not received any responses to their emails over the past two weeks, and live chat support had also been unhelpful. The Complaints Team had attempted to gather more information and extended the response time, but due to a lack of communication from the player, the complaint was ultimately rejected.
Trino Casino - Player's account is closed.
Amount: €100
Trino Casino
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7.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Dear Sir or Madam,
I would like to file a complaint about this casino.
I created an account that I fully verified, and I have received multiple confirmations that I am allowed to play at this casino.
Now, my account has been suspended.
When I try to log in, it displays that my account is suspended due to gambling addiction.
I have explained to the casino in several emails that I am not addicted to gambling and everything is fine; I have no issues.
They are not responding to me. I wrote the email two weeks ago and have received no reply. The live chat also refuses to help me further or provide clarification.
Therefore, I kindly ask for your assistance in resolving this matter.
I have not made any deposits and have not received any bonuses either.
Sincerely, Cihan
Automatic translation:
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2 months ago
Dear Cihan61,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Were there no funds in your account at the time of its closure?
Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
I have no credit
I have not paid yet
I have fully verified my account
I was confirmed in the live chat that I can play
I closed my account in your partner casino because I did not want to play in this casino
But I have no gambling addiction
It was confirmed several times in the live chat that I would not have any problems and that everything was OK
And now something like this?
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2 months ago
Translation
I informed the casino that I had been blocked from their partner casino because I was dissatisfied with it
I did not give any reason, I informed the casino about it and they told me that they did not see any problems why I was not allowed to play with them
They have confirmed to me several times that I am allowed to play
And they fully verified my account
I don't want to argue either, I just want my account to be opened so I can play
I have never requested a ban on the license that the casino has, I have only been banned from their partner casino without any justification
I can confirm that I am not addicted to gambling, I just want to play for leisure and for fun
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2 months ago
Translation
I have no evidence or chat history please invite the casino to talk to resolve this misunderstanding
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1 month ago
Dear Cihan61, please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
