The player from Ireland had his €7000 balance confiscated and his account closed by Trino Casino due to also having a residence in England, a prohibited country. He argued that all his casino activities were conducted from his home in Ireland and believed the decision was unfair. No KYC was requested. After submitting proof of his permanent residence in Ireland, his account was restored and the balance was returned. The issue was resolved successfully.
Trino Casino - Player’s funds were confiscated and the account was closed.
Amount: €7,000
Trino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
I joined Trino Casino in April 2024 from my Irish home address and all subsequent activity at the casino was from my Irish residence.
However, when I came to withdraw, they emailed me on June 2024 effectively saying they had confiscated my balance of around €7000 euros and closed my account because I also have a residence in England - a prohibited country.
So although I played/withdrew etc in Ireland, the fact that I also own a second home in UK means I lose everything at the casino.
This doesn't seem fair to me.
(Looing back through the emails, it does not appear that KYC was asked for.)
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6 months ago
Dear dsp99RF,
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 make sure I understand your situation completely.
Could you please specify what country you chose in the registration form when you signed up for the casino?
Have you used any VPN or IP-masking software to access the casino website and change your true location?
Have you ever logged into your casino account from the United Kingdom?
Do I understand correctly that you never sent any identity documents to the casino for verification?
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
Veronika
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6 months ago
Hi Veronika
Thank you for helping me.
To answer your questions:
- Ireland
- No VPN/IP masking
- No access from UK
- I do not recall sending documents or being asked to
Sincerely,
Daniel
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6 months ago
Thank you for your replies. Do you have a passport or other ID showing that you are also a permanent resident of Ireland that you can send to the casino?
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6 months ago
Having sent in the required documents, I am pleased to say that Trino Casino has fully restored my account.
Many thanks for your help in resolving this matter.
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6 months ago
Dear dsp99RF,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
