Trino Casino - Player's bonus and 2000 EUR have disappeared.

Hello,

I was playing at Trino Casino on the game "Fruit Machine ×25" at 4 EUR per spin. I was eagerly waiting for a big bonus since the game had taken a substantial amount of my funds without giving me anything in return. When I finally received the long-awaited bonus, I made 2 or 3 spins and then got abruptly kicked out of the game. I tried logging back in several times, but I kept receiving an error message. When I finally managed to get back in after a few hours, the bonus was gone.

I immediately contacted customer support, and they asked me for the ID number of the spin, which should be in my game history. After thoroughly searching, I discovered that I had no history of playing that game and also noticed that approximately 2000 EUR had seemingly vanished. There were no records of what had happened, although there was information on other games—every spin and the funds—but nothing for "Fruit Machine ×25" and my account balance had dropped from around 2000 EUR to just 40 EUR.

Customer support informed me that they would request the necessary information from the game provider, which could take anywhere from 3 to 14 days. It's now been over 50 days, and still nothing. I have taken screenshots of all the chats and game history. It is clear that around 2000 EUR seems to have disappeared from my account.

If you could help me and protect others from this dishonest Trino Casino, I have screenshots of all the chats, emails, and game histories during this period. It is very evident that the information they requested from me simply isn't there.

Dear Gerrit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident. Also can you please clarify if you have used a bonus while playing the mentioned game?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Bonus I didn't use during the game, I have a lot of screenshots of both the story and the correspondence with them. I also have the time when the accident happened. A nikolas.b@casino.guru should i upload the pictures here?



from this moment the missing information is visible

Dear Gerrit,

Where did the bonus money appear from and where did the real money balance of aprox. 1700€ disappear?

Dear vladiqko,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.