hace 7 meses
Hoy intercambié mensajes con el chat donde dicen que ya se ha verificado. No he recibido ninguna comunicación por correo electrónico y los fondos siguen sin desembolsarse.
Traducción automática:
Tema general sobre Trino Casino (página 5)
hace 7 meses
Otro colega en el chat para confirmar y no hay pago. La justificación es que tengo que esperar un correo electrónico.
Traducción automática:
hace 7 meses
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.
hace 5 meses
Hola, ¿puedes explicarme por qué tu casino me permitió depositar 4200 € después de pasar la verificación e inmediatamente después de solicitar los retiros mi cuenta fue deshabilitada sin explicación?
¡Tengo 4385€ en mi cuenta de juego!
No utilicé ningún bono y solo jugué a la ruleta en vivo.
Estoy esperando una respuesta del soporte del casino, que hasta ahora ha seguido ignorándome.
Editado
Traducción automática:
hace 5 meses
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
hace 5 meses
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
hace 5 meses
Dirección de correo electrónico: leocarturan@gmail.com
Ya he instruido a su soporte vía email para que pague el saldo restante utilizando el mismo método que los 3 retiros ya ingresados.
Dado que no me otorga acceso a su cuenta, mi solicitud de retiro de ganancias debe cumplir con el plazo de dos días hábiles establecido por su política de retiro.
Traducción automática:
hace 5 meses
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
hace 5 meses
Dirección de correo electrónico: leocarturan@gmail.com
Ya he instruido a su soporte vía email para que pague el saldo restante utilizando el mismo método que los 3 retiros ya ingresados.
Dado que no me otorga acceso a su cuenta, mi solicitud de retiro de ganancias debe cumplir con el plazo de dos días hábiles establecido por su política de retiro.
Traducción automática:
hace 5 meses
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.
ResponderCitar1
hace 5 meses
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.
hace 5 meses
Gracias por el aviso.
Definitivamente podré reconocer cualquier correo electrónico fraudulento.
Traducción automática:
ResponderCitar2
hace 5 meses
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
hace 5 meses
Ya recibí esta respuesta de su equipo de soporte por correo electrónico el sábado y el domingo, pero hasta la fecha no han podido darme una respuesta sobre el bloqueo de mi cuenta. Esto en sí mismo es muy grave y sospechoso.
Mientras perdía, todo estaba bien para ti, pero tan pronto como ganaba algo e intentaba retirar, bloqueabas mi cuenta menos de una hora después.
Sin embargo, lo único que me importa es que mis ganancias se paguen a tiempo.
Los únicos retiros que logré hacer el sábado (por un total de €1500) aún no se han pagado y espero que se procesen mañana.
El saldo restante de 2.885€, que no puedo retirar directamente (ya que tuviste la brillante idea de bloquear injustamente mi cuenta), debe ser abonado antes del jueves.
No permito que utilicen ninguna otra táctica en mi contra que retrase el pago de mi saldo ya que esta situación me está causando importantes inconvenientes.
Por lo tanto, solicito su confirmación de que se respetará mi derecho legal a recibir mis ganancias dentro del plazo establecido en sus Términos y Condiciones.
Gracias.
Traducción automática:
hace 5 meses
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
hace 5 meses
El casino había bloqueado mi cuenta porque sabían de mis problemas con el juego y me habían autoexcluido previamente de uno de sus casinos hermanos.
Después del bloqueo, solicité repetidamente el pago de mis retiros y el saldo restante, ¿y qué hicieron en su lugar?
Reabrieron mi cuenta, cancelaron los 3 retiros que había hecho y me dejaron apostar, haciéndome perderlo todo.
Esta es una táctica criminal depredadora.
Por lo tanto, solicito un reembolso completo de mis depósitos.
Traducción automática:
hace 5 meses
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.
hace 5 meses
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
hace 5 meses
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
hace 5 meses
Ustedes son profesionales en la práctica de estas tácticas depredadoras.
Falso y deshonesto como todos los casinos de su grupo de afiliados.
Cuando bloquearon mi cuenta (sólo después de haber ganado y realizado 3 retiros) apareció esta pantalla durante el inicio de sesión: " usuario deshabilitado debido a problemas con el juego " porque su sistema había identificado que había sido autoexcluido de los casinos de su grupo.
También lo confirmaste vía chat.
Así que no era necesario decirte que estaba teniendo problemas con el juego porque ya lo sabías por el mensaje que apareció durante el inicio de sesión.
De hecho, después del bloqueo, nunca pedí que reabrieras la cuenta sino solo que me pagaras los retiros y el saldo restante.
En cambio, canceló mis retiros (que ya deberían haber sido pagados) y reabrió mi cuenta para retrasar todo con el objetivo de dejarme jugar, sabiendo que la frustración de un jugador con problemas de juego resultaría en la pérdida de todo.
Un casino justo habría pagado primero las ganancias sin reabrir la cuenta ni reembolsado los depósitos.
Cuando le pregunté por qué me habían bloqueado la cuenta, nunca me dio una respuesta, porque habría sido vergonzoso que me dijera que solo se dio cuenta de que me habían autoexcluido de sus casinos afiliados después de haber realizado seis depósitos. Me pregunto qué excusas encontrará ahora para justificar este comportamiento fraudulento.
Traducción automática:
hace 5 meses
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.
hace 5 meses
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.
Editado
Oculto
hace 4 meses
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.
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