6 måneder siden
I dag udvekslede jeg beskeder med chatten, hvor de siger, at det allerede er blevet bekræftet. Jeg har ikke modtaget nogen kommunikation via e-mail, og pengene er stadig ikke blevet udbetalt.
Automatisk oversættelse:
Trino Casino – generel debat (side 5)
6 måneder siden
Endnu en kollega i chatten for at bekræfte, og ingen betaling. Begrundelsen er, at jeg skal vente på en e-mail.
Automatisk oversættelse:
6 måneder siden
I would call it progress, though. If you got this kind of information.
Hopefully it will all be approved then. 🤞
And when it comes to your complaint, you need to watch the timer, and there will be a movement seen whenever the right time comes. We really deal with hundreds of complaints every day, actually.
4 måneder siden
Hej, kan I forklare mig, hvorfor jeres casino lod mig indbetale €4200 efter at have bestået verifikationen, og umiddelbart efter jeg anmodede om udbetalinger, blev min konto deaktiveret uden forklaring?
Jeg har €4385 på min spillekonto!
Jeg brugte ingen bonusser og spillede kun live roulette.
Jeg venter på svar fra casinoets support, som indtil videre har ignoreret mig.
Redigeret
Automatisk oversættelse:
4 måneder siden
Dear Leoca79,
Thank you for reaching out and sharing your concern. We are truly sorry to hear about the difficulties you are experiencing with your account.
To investigate this matter further and assist you properly, could you please provide us with your gaming account email or username? This will allow our team to check your case in detail and get back to you with a clear update as soon as possible.
We appreciate your patience and assure you that we will do our best to resolve this situation quickly.
Best regards,
Trino Casino Team
4 måneder siden
Dear Leoca79,
Thank you for reaching out and sharing your concern. We are truly sorry to hear about the difficulties you are experiencing with your account.
To investigate this matter further and assist you properly, could you please provide us with your gaming account email or username? This will allow our team to check your case in detail and get back to you with a clear update as soon as possible.
We appreciate your patience and assure you that we will do our best to resolve this situation quickly.
Best regards,
Trino Casino Team
4 måneder siden
E-mailadresse: [email protected]
Jeg har allerede instrueret jeres support via e-mail om at betale den resterende saldo ved hjælp af samme metode som de 3 hævninger, der allerede er foretaget.
Da I ikke giver mig adgang til jeres konto, skal min ønskede udbetaling af gevinster overholde den frist på to hverdage, der er fastsat i jeres udbetalingspolitik.
Automatisk oversættelse:
4 måneder siden
Dear Player,
Thank you for your message and for providing your email address. We will double-check the information regarding your withdrawals and verify the current status with our payments team.
Please rest assured that your case will be reviewed carefully, and we will get back to you as soon as we have confirmation.
Best regards,
Trino Casino Team
4 måneder siden
E-mailadresse: [email protected]
Jeg har allerede instrueret jeres support via e-mail om at betale den resterende saldo ved hjælp af samme metode som de 3 hævninger, der allerede er foretaget.
Da I ikke giver mig adgang til jeres konto, skal min ønskede udbetaling af gevinster overholde den frist på to hverdage, der er fastsat i jeres udbetalingspolitik.
Automatisk oversættelse:
4 måneder siden
Hey there.
Just wanted to say to you to be really careful when you share your email on the forum. Everyone can see it, and we have had some of our users experience getting some scam emails. Do not trust anyone who will try to impersonate our members. Only emails from the @casino.guru domain are the ones you can trust.
SvarCiter1
4 måneder siden
Hey there.
Just wanted to say to you to be really careful when you share your email on the forum. Everyone can see it, and we have had some of our users experience getting some scam emails. Do not trust anyone who will try to impersonate our members. Only emails from the @casino.guru domain are the ones you can trust.
4 måneder siden
Tak for tipset.
Jeg vil helt sikkert være i stand til at genkende eventuelle falske e-mails.
Automatisk oversættelse:
SvarCiter2
4 måneder siden
Dear Player,
Thank you for your message and for providing your email address. We will double-check the information regarding your withdrawals and verify the current status with our payments team.
Please rest assured that your case will be reviewed carefully, and we will get back to you as soon as we have confirmation.
Best regards,
Trino Casino Team
4 måneder siden
Jeg har allerede modtaget dette svar fra jeres support via e-mail lørdag og søndag, men de har indtil videre ikke været i stand til at give mig et svar vedrørende blokeringen af min konto. Dette i sig selv er meget alvorligt og mistænkeligt.
Så længe jeg tabte, var alt fint med jer, men så snart jeg vandt noget og prøvede at hæve, blokerede I min konto mindre end en time senere.
Det eneste, der betyder noget for mig, er dog, at mine gevinster bliver udbetalt til tiden.
De eneste udbetalinger jeg formåede at foretage lørdag (for i alt €1500) er endnu ikke blevet udbetalt, og jeg forventer, at de bliver behandlet i morgen.
Den resterende saldo på €2.885, som jeg ikke kan hæve direkte (da du havde den geniale idé at uretfærdigt blokere min konto), skal betales senest torsdag.
Jeg tillader ikke, at I bruger yderligere taktikker mod mig, der forsinker betalingen af min saldo, da denne situation forårsager mig betydelig ulejlighed.
Jeg anmoder derfor om din bekræftelse på, at min juridiske ret til at modtage mine gevinster inden for den tidsramme, der er angivet i dine vilkår og betingelser, vil blive respekteret.
Tak.
Automatisk oversættelse:
4 måneder siden
Dear Leoca79,
Your account is now active again. You’re welcome to enjoy our games, make deposits, and request withdrawals as usual. Thanks for staying with us!
Best regards,
Trino Casino Team
4 måneder siden
Casinoet havde blokeret min konto, fordi de kendte til mine spilleproblemer, da de tidligere havde udelukket mig fra et af deres søstercasinoer.
Efter blokeringen bad jeg gentagne gange om betaling for mine udbetalinger og den resterende saldo, og hvad gjorde de i stedet?
De genåbnede min konto, annullerede de 3 udbetalinger, jeg havde foretaget, og lod mig spille, hvilket fik mig til at tabe alt.
Dette er en kriminel rovdyrstaktik.
Jeg anmoder derfor om fuld refusion af mine indskud.
Automatisk oversættelse:
4 måneder siden
Hello there. I hope the associated complaint will make things clear for anyone. Best of luck with that. As you already know, self-exclusion is an important matter, and our colleagues will take a closer look for you.
4 måneder siden
Dear Casino Guru Team,
We have carefully reviewed this case and would like to provide clarification.
The player has not submitted any request for self-exclusion or mentioned GA in any of his communications with our support team.
Therefore, his account remained active under standard conditions, and there was no restriction applied under responsible gambling procedures.
The withdrawals were cancelled, after which the player continued gambling and unfortunately lost the balance.
Once the balance reached zero, the account was closed in accordance with our Terms and Conditions (section 7.3), which allows the casino to terminate accounts at its discretion.
As there was no valid self-exclusion request from the player, this case does not fall under responsible gambling rules. Consequently, a refund of deposits is not applicable.
We regret the player’s dissatisfaction but confirm that all actions taken were in line with our terms and conditions.
Best regards,
Trino Casino Team
4 måneder siden
Dear Casino Guru Team,
We have carefully reviewed this case and would like to provide clarification.
The player has not submitted any request for self-exclusion or mentioned GA in any of his communications with our support team.
Therefore, his account remained active under standard conditions, and there was no restriction applied under responsible gambling procedures.
The withdrawals were cancelled, after which the player continued gambling and unfortunately lost the balance.
Once the balance reached zero, the account was closed in accordance with our Terms and Conditions (section 7.3), which allows the casino to terminate accounts at its discretion.
As there was no valid self-exclusion request from the player, this case does not fall under responsible gambling rules. Consequently, a refund of deposits is not applicable.
We regret the player’s dissatisfaction but confirm that all actions taken were in line with our terms and conditions.
Best regards,
Trino Casino Team
4 måneder siden
I er professionelle til at praktisere disse rovdyrstaktikker.
Falsk og uærlig ligesom alle casinoerne i din affiliate-gruppe.
Da I blokerede min konto (først efter jeg havde vundet og foretaget 3 udbetalinger), dukkede denne skærm op under login: " bruger deaktiveret på grund af spilleproblemer ", fordi jeres system havde registreret, at jeg var blevet selvudelukket fra casinoer i jeres gruppe.
Du bekræftede det også via chatten
Så der var ingen grund til, at jeg fortalte dig, at jeg havde problemer med spillet, fordi du allerede vidste det fra beskeden, der dukkede op under login.
Faktisk bad jeg dig aldrig om at genåbne kontoen efter blokeringen, men kun om at betale mig hævningerne og den resterende saldo.
I stedet annullerede I mine udbetalinger (som allerede burde have været betalt) og genåbnede min konto for at udsætte alt med det formål at lade mig spille, vel vidende at frustrationen hos en spiller med spilleproblemer ville resultere i tab af alt.
Et fair casino ville først have udbetalt gevinsterne uden at genåbne kontoen eller refunderet indbetalingerne.
Da jeg spurgte dig, hvorfor min konto var blevet blokeret, gav du mig aldrig et svar, fordi det ville have været pinligt af dig at fortælle mig, at du først indså, at jeg var blevet selvudelukket fra dine affiliate casinoer, efter jeg havde foretaget seks indbetalinger. Jeg gad vide, hvilke undskyldninger du nu vil finde på for at retfærdiggøre denne svigagtige opførsel.
Automatisk oversættelse:
4 måneder siden
Hello, thank you for your perspective. Kindly make sure to state that in the complaint. This is "just a forum."
The complaint is being investigated here 👈
Much appreciated.
4 måneder siden
Hello, what post are you talking about? Kindly check your email; if any post you posted on the forum went for a manual check, you were notified, as always. If not, it has been posted automatically.
Redigeret
Skjult
3 måneder siden
Dear, the problem is not as you suggest, and if you prefer to manage your frustration this way, go ahead, because I care about your feelings. Yet, tread carefully since we know this is not your first Casino Guru account, and we are aware of your overall complaint and forum activity.
So, please consider this:
"In the end, we have come to the following conclusion.
The player's screenshots showing that his account was restricted due to a gambling addiction (the pop-up message) cannot be considered as proof that he has a gambling problem. The message that appeared when the player tried to log in is not bulletproof evidence that the casino officially labeled him as a problem gambler. Later, the support most likely made an assumption based on the player’s screenshot without conducting a deeper investigation.
The support also told the player that this restriction might be due to him being marked as a problematic gambler in a sister casino. However, there is no mention of any such rule in the terms and conditions of these casinos stating that a gambling-related restriction in one casino automatically applies to another.
Throughout this entire time, the player never mentioned or indicated in communication with support that he had a gambling problem. Nor did he specifically state that he was self-excluded or marked as a problematic gambler in a sister casino — he only asked whether the system could detect such a connection.
Lastly, the player claimed that his withdrawal option was unavailable after the account was reopened, but he did not provide any evidence to support this.
Even though some questions were raised, after a more detailed investigation, there is not enough evidence for this complaint to remain open.
We advise the casino to be more careful with the messages displayed on their website and in their support communication to avoid future confusion and misunderstandings.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I’m sorry we could not be of more help on this occasion. Please do not hesitate to contact us again if you encounter any issues with this or any other casino in the future."
It wasn't an easy call. Please seek help if needed.
Skriv indlæg
