Trino Casino - El jugador aún no ha recibido las ganancias.

Hello, Trinocasino has been withholding my funds for quite some time now, they've asked for a screenshot of my bank IBAN (given) my card details with some numbers covered (given) and proof of address (given).

I've also filled out all my account details. There is no reason to be holding this money and I have given them all they've asked for, talked to live chat two or three times, and they asked me to email my details through, which I did. I believe the casino is legitimate, but I have fallen through the cracks due to the relatively small amount of money I want to withdraw.

Please help!

Dear Hayden371,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Hayden371,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Nick,

No, the withdraw has not been successful and I have not received any new developments.

They sent multiple copies of the same email asking for the information I have already provided, promising this will "speed up the process". They'd previously promised to get it to me within 5 days, which has obviously been passed long ago.

Thank you Hayden371 for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Hayden371,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Trino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Nick and Jana,

Thank you very much for your help. As I provided a lot of initial documents I hope they have been passed on to Trino casino. They know my IBAN, and everything else needed to send me the money, yet I have fallen through the radar. It will be good to hopefully see closure!

Dear Hayden371,

Thank you for bringing up your concerns. Please note that, in accordance with our Terms and Conditions, your account must be fully KYC verified before we can proceed with any withdrawals. Our team has previously contacted you via email regarding this, reminding you that we still require a screenshot of your personal online banking to complete the verification process.

Unfortunately, the document you submitted earlier cannot be accepted, as it does not contain the necessary information. Our team has sent multiple email notifications, outlining what details must be visible on the screenshot in order for it to be approved. According to our system, the latest reminder was sent on April 18, and an additional clarification has just been sent to you again to provide even more guidance.

Until your account is fully verified, we are unfortunately unable to proceed with your withdrawal. We kindly ask you to submit the correct document to our KYC team at kyc@trinocasino.com. Once received, the team will review and verify your account as soon as possible. After successful verification, your withdrawal will be processed.  

Dear Jana,

It’s nice to meet you, and thank you for assisting with this case. If any additional information or supporting documents regarding the above-mentioned points are needed from our side, please let us know along with your email address, and we’ll be happy to provide everything required.

Thanks!

Best regards,

Trino Casino Team

Dear Hayden371,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification. As the casino mentioned earlier in the conversation, please upload a screenshot of your personal online banking. Once you upload necessary documents, please let me know.

Also, proof of address in case the casino responds claiming I haven't sent that too

Dear Trino Casino representative,

could you please specify which steps should a player follow in order to pass the KYC verification? Could you please provide us with the detailed information that needs to be displayed in verification documents. If there´s anything you want to share, don´t hesitate to contact me directly at jana.k@casino.guru

Dear Hayden371,

Thank you for your cooperation and for providing the documents.

However, in order for our KYC team to approve the document, it must fully match the requirements that were outlined to you previously. As already mentioned in the email from our KYC team:

"Unfortunately, the screenshots provided cannot be accepted. Please note that it is necessary to take screenshots of your bank profile pages in the app or on the bank’s website, where your IBAN and address are listed. You can also provide your account statement in the original format."

That said, your bank account statement (the first document among the screenshots you’ve sent here) can be accepted if it is sent in its original format and without any modifications done. Please send it directly to kyc@trinocasino.com, and our team will be happy to process and verify your account once everything is in order.

Please note that only documents sent to the above-mentioned email can be reviewed and verified. We are unable to verify any documents submitted in this thread or elsewhere.

Thanks in advance for your understanding and cooperation.

Best regards,

Trino Casino Team

Dear Trino casino,

I have already sent the document you claim can be accepted. As such there should be no further delays in sending me the money that you accept is rightfully mine. I assume the other documentation is valid too. I do not understand any of this animosity you have decided to aim towards me, but I hope we can finish this quickly. Rest assured, I will never visit your casino again, I just hope these winnings are paid out.

Best Wishes,

Hayden

Dear Trino Casino representative,

Have the player's documents been received by the relevant department? Are any documents missing or further action required from the player? What is the reason for the payment delay?

Dear Hayden371,

As previously mentioned both via email and here in the thread, the document you provided unfortunately cannot be accepted.

To proceed with your verification, please submit the bank statement in its original format without any modifications. Alternatively, you can provide screenshots of your bank profile pages, as explained in my earlier message.

The bank statement you uploaded previously cannot be accepted, as the format is inappropriate and the document shows strong signs of modifications (use of Photoshop or similar tools). Moreover, it raises concerns that you are able to provide a screenshot of the statement but continue to refuse to upload the original version after a considerable amount of time.

Until the required document is received and successfully verified, your account cannot be fully verified, and therefore, your withdrawal cannot be processed. We kindly ask for your cooperation to resolve this matter as quickly as possible.

Dear Jana,

At this time, the player has not submitted any new documents since my previous update. I have already provided detailed information regarding the situation and the required actions above. Therefore, all previously shared information remains relevant: the player’s verification is still incomplete, and further action from the player is necessary to proceed.

Kind regards,

Trino Casino Team

Because you have decided to wrongfully accuse me of faking my own bank statements, I have been forced to send the full 6 page bank statement in its original format as a HTML document. The document has a lot of extremely sensitive information on it, but I know there's no other way to settle this.

This has caused me a lot of unnecessary stress as I DID NOT want to do this. I have also attached it here, as I know you will continue to deny me my funds if I don't. (Note the images submitted are JPG converted from HTML, as HTML is not allowed here.

All I can say is that I do not like or appreciate how I have been treated by your casino, rudely here and with your aggressive language and unprofessional accusations that I would illegally fake my own documentation. I hope our business is finished here, and as a sign of goodwill and benefit of the doubt that this is a one off with your casino, I will not leave a negative review.

Dear Hayden371,

Thank you for providing the required document — our KYC team has reviewed and approved it, as this time it fully met all necessary requirements. Your account is now successfully verified, and your withdrawal has already been processed on our side.

We understand that the verification process can sometimes feel complex or even frustrating, but it is essential for maintaining a safe and secure environment for all our players. We truly appreciate your cooperation.

Congratulations on your win, wishing you the best of luck not only in the game, but in everything you do. 🍀

Dear Jana,

Thank you for your continued assistance throughout the process.

Regards,

Trino Casino Team

Dear Hayden371,

please keep us updated when you receive your funds.

Dear Jana,

I have, at last, received the funds in full. As such I am satisfied the complaint is fully resolved and there has been no harm done.

Dear Hayden371,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru