Trust77 Casino - Player’s winnings have been voided.

Dear imbaz99,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. 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. Could you please specify which exact bonus you have activated or been activated inside your account? Did you receive any explanation which exact rule has been breached and why your withdrawal has been cancelled?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I am getting my initial deposit back after trust77 saw my post in c***s. However, my winning amount has been forfeited. I have activated the New Year special bonus offered by them, which i deposit Rm1500 to get RM750, and the turnover is only x5 in live casino. As the screenshot provided, the manager claims that my bet is abnormal because i only bet RM10 for banker every round all the way, and choosing no commission baccarat to bet, then he suspect that i am having an account which is betting player all the way on the other platform. However, i didnt. He also mention that a normal gambler should raise their wagering amount, it's impossible to stay with RM10 on every bet. But then, this is my trading style since i believe that banker will have higher win advantage than player due to the baccarat rule. With RM10 every bet and i bet 1000 matches, i might gain a small profit but with the lowest risk. U should get what i mean.

Thank you, imbaz99, for your reply. Since we have received an email claiming that this complaint is related to another, very similar one, I would like to ask you to comment on it.

Is there any connection between yours and the following complaint?

https://casino.guru/trust77-casino-player-s-winnings-have-been-voided#newWaitOnStatus

Do I understand correctly that another family member has an account in the same casino and redeemed the same promotional offer?

I have checked general bonus terms and conditions, and this is what I found https://www.trust77my.com/#/TermsPage:

"All the promotion in TRUST77 is not allowed for multiple accounts, if there is any collusion or usage of multiple account, all bonus and winning amount will be confiscated."

"The company reserves the right to void any winnings, freeze and forfeit any balance in your account, and/or do deactivate your account without cause at any time including, without limitation, if:

-         You have more than one active account with the Company"

Please understand that the majority of casinos allows only one account per IP address, home address, device, household.

Do you consider this to be a reason behind your bonus winnings being cancelled?

Ok, he is one of my referral which register under Trust77 after i know there is a bonus promotion. As we all know, trust77 offers referral bonus for RM38 each. Firstly, I would like to claim that we are not family members, or living in the same place. We are just FRIEND, and living in differrent areas with different WIFI. The details can be checked based on the IC we have provided to Trust77 during withdrawal process. As he is my friend, i have taught him the same strategy, which only place wagering at banker all the way. However, his wagering amount is different from me. For me, I am wagering RM10 constantly every round. But for him, he wagers flexibly for RM10-RM40. However, I would like to repeat again, we only place bet on banker all the way, and didnot place any opposite bet at all. I have shown the reasons for cancelling the winning amount, which is, the trust77 manager from Singapore told that my bet is abnormal since i only bet RM10 constantly, and only for banker, not even raise to RM20. Also, he say both of us are under the same bonus hunting company, which using the same strategy, choosing no commission baccarat and bet only on banker. So, I would like to ask, is this strategy considered as bonus hunting or violate any rule? For me, this is the most stable way to achieve high turnover at a short time. And I have asked many of the gambling experts, including admin from SGOCASA and also many of the gamblers. They have told that this strategy is normal and didnt violate any bonus hunting rule. I have sent u the video of my live betting strategy through email (info,press,affiliate@casino.guru), can have a look from any of the email address stated over there.

Is there any relevant communication between you and the casino, which could be forwarded to petronela.k@casino.guru? Thank you very much in advance.

I have sent all of the related chats through email. As I chatted with Trust77 through livechat only, so the chat script cannot be retrieved back. By the way, I have sent u the chat, this is the chat admin from the facebook casino group help me to ask the trust77 manager regarding this issus.

Do I understand correctly that it is not you who communicates with the casino in those transcripts? 

Yes, i have tried to contact trust77 through whatsapp but they didnt reply a single message of me. So I have to contact admin from facebook group (Singapore Online Casino Anti-Scam Alliances) for help. This is because Trust77 is under their group's recommendation list. Then, the admin help me to contact trust77 singapore manager regarding this issue. Thus, that's the chat for both of them. However, the chat ended up with no result since trust77 manager determined to say that we are bonus hunter. Only after i spread out the negative post regarding how trust77 scammed me (through telegram group, facebook group and pages and casinopubs) for few days, they jus contact me to delete the negative post and return initial deposit to me after i remove. So, I have deleted all of the negative posts in social media and get back my initial deposit. However, all of my winning, including bonus and referral bonus (total RM900+) has been forfeited. I have sent u the chat for how they return initial deposit to me, pls check the email ya.

Thank you very much, imbaz99, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello imbaz99.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Trust77 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear  imbaz99.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru