The player from Germany has a fully verified account that has been suspended due to claims of gambling addiction, despite stating that there are no issues. They have not received any responses to their emails over the past two weeks, and live chat support has also been unhelpful.
Trino Casino - Player's account is closed.
Amount: €100
Trino Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case opened
Current status
Waiting for Casino Guru to reply
2d 13h 27m 24s
Case summary
3 days ago
Public
Public
4 days 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:
Public
Public
4 days 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
Public
Public
4 days 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?
Automatic translation:
Public
Public
4 days 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
Automatic translation:
Public
Public
4 days ago
Translation
I have no evidence or chat history please invite the casino to talk to resolve this misunderstanding
Automatic translation:
Casino Guru is examining the case
