Trino Casino - Player’s winnings have been withheld.

Hi, here is my experience with Trino Casino. About a month and a half ago, I registered at Trino Casino. I verified my identity document, credit card, and an invoice showing my permanent residence. I played in a tournament, finished in second place, and won 7500 of their points, which you can use to buy free spins or bonus money that you need to wager multiple times before you can withdraw. The rules specify this clearly. I bought €200 worth of bonus money for 1000 of their points from my winnings and played all night. I wagered the €200 bonus money multiple times as required and ended up with €540 that I could withdraw. I requested a withdrawal, and after 2 days, I received an email asking for a copy of my bank account with IBAN. I sent the copy, and after another 2 days, I received an email requesting a copy of my identity document and bank card, even though everything was already verified in my profile! I sent them the copies of my ID and credit card, and once again, after 2 days, I received another email asking for a copy of my bank account and IBAN. I told them I had already sent it, and the next day, they took back the €540, stating I couldn't withdraw bonus money. When I told them I had wagered the bonus money multiple times as required, they stopped responding. I have everything documented, including my winnings and their communications. I would like to ask where I can file a complaint. This is a scam on players. Thank you.

Dear Alesek007,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with Trino Casino.

To better understand your situation and assist you more effectively, could you please provide us with the following additional details?

• Could you provide the details of the tournament you participated in, including the date and any terms and conditions associated with it?
• Could you share the specific terms regarding the use of points, bonus money, and the wagering requirements as stated by the casino?
• Have you received any additional communication from the casino after they stated you couldn't withdraw the €540?
• Could you provide screenshots or copies of the communications you've had with the casino regarding your withdrawal request and their responses?
• Were there any specific reasons given by the casino for rejecting your withdrawal after you had met the wagering requirements?

Additionally, please forward any relevant communication or documentation regarding this issue to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, no, the casino is not communicating. I sent you an email as you requested

Thank you very much, Alesek007, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Alesek007,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello!

A player bought 50 Free Spins in the Bonus Shop. After using them he received a bonus of 5,2 EUR. According to the rules, the maximum possible withdrawal amount from this bonus is x5. Accordingly, after wagering this bonus, the player can withdraw only 26 EUR. Having wagered this bonus the player received 568.32 EUR on the real balance.

KYC team made a balance adjustment and debited the player the amount of 520.04EUR which were unavailable to the player for withdrawal. The player also activated a bonus of 272 EUR and after wagering it he received 785.8 EUR on his real balance and made a withdrawal request for the amount of 730 EUR. Then he cancelled this withdrawal request and lost these funds.

The player had only 26 EUR available for withdrawal, which according to the rules he could withdraw from the bonus received from Free Spins bought in the bonus shop. The financial department also notified the player about it by e-mail. Also by e-mail from the player was requested missing documents or those documents that the player sent incorrectly.

Dear Trino Casino representative,

The player claimed to have purchased a €200 bonus with 1000 tokens from a tournament. Could you kindly verify this? Additionally, may I request the player's game log?

(matej@casino.guru)

Thank you.

Hello Alesek007,

The casino has provided us with evidence that clearly shows the €200 bonus you mentioned was canceled immediately after it was claimed. The winnings are originated from a different bonus, as the casino claimed.

Good day, yes, I bought 200e for 1000 tokens from the tournament. I will be happy if you order my Player's Diary. I did not have any other bonuses

Bonuses of 200 euros for 1000 tokens have not been cancelled!

If I have bonus money, they can't be withdrawn, it won't show up in the withdrawal box

e spin 50x then they will be shown in the selection column. Otherwise they cannot be withdrawn. I have certainly spun the bonus money more than 50 times, otherwise they would not show up in the Selection column. Either they have a problem with it or I don't want to pay out the winnings, that's all

Dear Alesek007,

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.