Dear mcrd25,
Unfortunately, we were unable to locate your account in our system based on your Casino Guru username alone.
If you still require any assistance or clarification regarding your withdrawal, please don’t hesitate to contact our VIP Manager directly at [email protected]. He’ll be happy to look into the status of your request and provide any support needed.
use my email , that is not an exuce
You took my money without a second thought, that is not an exuce scammers
Hello, my name on Trino is Saad33, I have received my first three withdrawals, unfortunately I didn't get any info on when I'd receive the remaining ones and couldn't reach the finance team yet. Could u give me any information? 🙂
Thanks in advance and best regards
Dear 43v3ralex,
Please note that, as stated in our Terms and Conditions, it is the player’s responsibility to provide accurate and truthful information when registering an account. These terms are agreed upon during the sign-up process, and we genuinely expect players to adhere to them.
While deposits are processed automatically and do not require prior verification, withdrawals can only be completed once the account has successfully passed the KYC verification process. This is a standard requirement across regulated platforms and is in place to protect both the player and the casino. Unfortunately, in your particular case, the account cannot technically be verified, as most of the personal data fields in your profile requiring manual input (not just the legal name) were filled with random symbols.
Although this was a difficult decision, it is final, and your account cannot be reopened. Our team has previously informed you of this via email, including the specific points of our Terms and Conditions that were violated.
Dear mcrd25,
First of all, congratulations on your impressive wins — we’re truly happy for you and wish you many more lucky sessions ahead!
According to our system, your withdrawals are indeed being processed. The most recent payout was completed this morning, and yesterday our finance team provided you with a detailed schedule for your upcoming withdrawals. We’ve also confirmed that our manager is in contact with you and is assisting you with all your requests — so rest assured, you’re fully covered.
If you need any further assistance, please don’t hesitate to reach out to our team using the contact details you have. They’ll be happy to help you as quickly as possible.
Joined on 3rd May, deposited 100eu via crypto and placed 7 sports bets (tennis and soccer) over the next 3 days. 5 won and 2 lost giving me a profit of just over 25eu. At this point any bet I tried to place was restricted to 0.01eu. I queried this with Live Chat who said to try a different browser (really?!) but still the same. Then they said it was due to the "decision of the bookmaker". I then tried to withdraw (having verified the account) but was told I needed to wager 3x my original deposit (which would take some time at 0.01eu per bet!). I was told I would need to place wagers at the casino. So of course my 125eu was reduced to 80eu once i had completed the 3x wagering at the casino. A week ago I attempted to withdraw the 80eu and it has been pending ever since. Support said yesterday that it was still "being verified". What is there to verify on an 80eu withdrawal from a 100eu deposit made via a crypto wallet and which I was unfairly made to wager on games I have no interest in?
Avoid.
I guess the casino representative will eventually respond to this. At least he/she has been quite active lately.
Obviously, without the casino's perspective, we may only speculate here, so I hope you don't mind if I wait for the more official response. My best guess, if you are interested, is that you may have exhibited signs of placing low-risk bets or selecting intriguing matches; these actions might have been flagged as suspicious or associated with a group, indicating certain patterns—whatever the case—and this led to the restriction on your casino wagering.
I've seen that before. Like I said though, just guessing here and the casino/bookmaker should have the best explanation. 🙏
I've no real problem with them restricting my bets, it's their business they can decide to take a bet or not. I would say however 7 bets over 3 days making 25eu profit (having wagered just over 250 in total) shouldn't really trigger such a a swift and heavy response. My problem with them is that having done that they still insist on the 3x wagering to withdraw forcing me to play the casino and then having lost all my winnings plus 20% of my initial deposit, they are "verifying" a withdrawal for over a week now.
Hi has anyone received their withdrawal? Trino casino???Why does this casino have a high rating?
I've no real problem with them restricting my bets, it's their business they can decide to take a bet or not. I would say however 7 bets over 3 days making 25eu profit (having wagered just over 250 in total) shouldn't really trigger such a a swift and heavy response. My problem with them is that having done that they still insist on the 3x wagering to withdraw forcing me to play the casino and then having lost all my winnings plus 20% of my initial deposit, they are "verifying" a withdrawal for over a week now.
Hmm, I have to say that what you posted makes sense, and I would appreciate a comment from the casino representative. Honestly, I'm done speculating; it leads nowhere, actually.
Hi has anyone received their withdrawal? Trino casino???Why does this casino have a high rating?
I'm unsure of your level of interest in a comprehensive response. Well, basically, because:
https://casino.guru/trino-casino-review#tab=js-tab-reputation 👈
This casino is very likely to pay out casino players in accordance with the terms. User feedback says pretty much the same.
As you can see, the Safety Index does not reflect withdrawal speed, which is not widely known.
So just a quick update. Still nothing from them so yesterday I emailed their KYC department. An hour or so later they emailed saying the following.
I send them my recent bill from British Telecom.
Just now I have received another email with no reference to the BT bill but which is identical to the one yesterday with a slight change which now says
A few things to say here. A bank statement is not a utility bill. But a BT bill for phone and internet certainly is. It took 10 days from me initiating the withdrawal for them to tell me they wanted a utility bill and only after me chasing them . Having sent what they asked for they now want a different type of bill. Both the comms and the delaying tactics are shameful.
Perhaps speed of withdrawal and the use of delaying tactics should form part of the safety rating after all?
Hello, the suggestion makes sense.
However, our data-driven approach says: not all KYC processes are the same; tons of variables. Frankly, this situation seems to be more about a poor user experience, which has never been included in the Safety Index; to my knowledge, it ultimately became an unmeasurable aspect. But I would rather not start with algorithms and similar stuff.
The truth is all such aspects are visible on the forum and in the user reviews or complaints.
Go ahead and submit one, please. I perfectly understand that from the players' perspective, more profound data analyses pretty often hardly meet personal experience...
(This is actually the point. Unfair practices are subject to the complaint process, for example. After a thorough investigation, it may eventually affect the Safety Index.)
Dear danthebettingman,
To assist you with this matter, we kindly ask you to provide your account ID or the email address you used when registering at Trino Casino. Unfortunately, we are unable to identify your account based solely on your forum username, so we’re currently not in a position to review your case or provide specific advice. Alternatively, you’re welcome to contact our manager directly at [email protected] — he will be happy to personally review your situation and assist you further as soon as possible.
Without a proper account check, it’s difficult for us to comment on either the limit you encountered or the verification issue you’ve described. Generally, we recommend carefully following all KYC instructions sent via email, as verification must be fully completed before any withdrawals can be processed by our finance department.
We’ll be happy to take a closer look and help as soon as your account is identified.
Dear monastirskis1987,
Yes, withdrawals at Trino Casino are processed as soon as account verification is successfully completed, in line with standard security procedures.
If you’re currently experiencing any issues or delays, we’d be happy to assist — but in order to do so, please provide your account ID or the email address you used during registration. Unfortunately, we’re unable to identify your account based on your forum username alone. Alternatively, feel free to contact our manager directly at [email protected] — he will personally review your case and support you through the process as soon as possible.
My user is TrinoDan67.
I have followed all KYC instructions but wonder why it took me to contact them for them to request a "utility bill" which it turned out was not good enough.
I’m waiting 8 days withdrawal,KYC dane
nik Stolerova777,[email protected]
Dear danthebettingman,
Thank you for providing your user ID.
According to our system, the last document you submitted has been accepted by our KYC team, and your account is fully verified. We’re also pleased to confirm that your withdrawal has already been processed from our side. Thank you for following the instructions from our KYC department and completing the verification process.
Regarding the issues you previously mentioned: betting limits may be applied if past activity reflects irregular or suspicious patterns, in accordance with our internal risk policies. As for withdrawals, please note that every deposit must be wagered at least 3 times before a withdrawal can be made, in line with AML requirements. This policy is outlined in our Terms & Conditions, specifically in section 5.6, and applies to all deposits without exception.
We understand this may not have been the experience you were hoping for, but we appreciate your cooperation and patience. Thank you for being with us, and we wish you the best of luck in your future games.
Dear monastirskis1987,
Thank you for providing the information.
According to our system, the IBAN you entered when placing your withdrawal request appears to be incorrect, which is why our finance department was unable to process your payment. You should have received an email notification regarding this at the address linked to your account.
We kindly invite you to submit a corrected withdrawal request with proper bank account details. Once done, our finance team will be happy to process it promptly.
If you have any questions or need assistance at any point, please don’t hesitate to reach out to our team at [email protected] — they’ll be glad to assist you with everything you need.
Gratis faglige kurser for medarbejdere på online casinoer om bedste praksis, optimering af spilleroplevelsen og en fair tilgang til gambling.
En initiativ, vi har sat i søen med henblik på at etablere et globalt selvudelukkelsessystem, der giver sårbare spillere mulighed for at blokere deres adgang til alle former for onlinespil.
Du omdirigeres til casinoets website. Vent et øjeblik. Tjek indstillingerne, hvis du bruger software til annonceblokering.
