Trino Casino - El jugador cuestiona las reglas del casino sobre las ganancias de bonificación.

Good morning,

I just want to ask the opinion of someone who really knows about casinos, which is why I'm writing here. I don't necessarily want to complain, but I would like to check if the casino applied the rules correctly, or if I misunderstood something.

I won from a bonus and the casino applied the maximum win rule of 5x the bonus value. This happened in December, 3 months ago. This first application of the rule was correct because I found in the terms and conditions that if I play with the bonus the maximum amount I can win is 5x the deposit (or maybe 5x the bonus, in my case both were 1000 EUR so the result was the same) and that was fine.

After meeting the wagering requirements, I withdrew some of my winnings, but kept some of the money in my account and continued playing with it, just like cash. I won again, but yesterday the casino deducted another ~1,000 EUR from me, saying that I can't win more than 5x the bonus amount.

I don't want to file a complaint right away, but I'm writing here because I'd like to know the opinion of someone who really knows this, for example from the Casino Guru team. Please, only people who know the casino conditions should answer here, not "other ordinary players", because on another forum I got different answers from players who had different opinions, and I'd like to be clear.

My view is as follows:

When I play with a bonus, rules like wagering requirements and maximum winnings apply. But once I've completed the wagering and the bonus has been converted to cash, I should be able to do whatever I want with that money - either withdraw it or continue playing and have the chance to win more. For example, if I theoretically won a €1,000,000 jackpot with that money after meeting the requirements, I should keep it all.

From what the casino wrote to me, it seems that their rule is different: Once I win from a bonus and get cash that was not originally mine but came from the bonus, I can never win more than 5x the value of the original bonus, no matter what I do. This would mean that if I were to theoretically win a jackpot of €1,000,000, the casino would only leave me with €5,000 and remove the rest, because the money "originally" came from the bonus.

So I just want to check: Am I right or is the casino right? And if the casino is right, what should I do if I want to have the chance to win more? Do I have to withdraw all the money first and then deposit again without the bonus to make sure that this rule doesn't apply anymore?

As I said, I don't necessarily want to complain, I like Trino Casino - they have a lot of great games, friendly support, the website works fast, they often give free spins and bonuses, and their slots really pay out (it's not like somewhere else where I deposit 1,000 EUR, play for 2-3 EUR per spin and it's all gone in an hour). Plus, they also offer sports betting.

The only reason I'm writing is because I'd like an expert opinion because I was surprised when I won and then the casino reduced my balance by €1,000. Maybe this is completely normal and I should have known - if so, please let me know and advise on what to do if I want to have a chance to win more. But if you think the €1,000 shouldn't have been taken from me, please let me know too.

I already contacted the casino, wrote to them that I used the last bonus in December and they had already reduced my winnings. But they replied that this second reduction was also correct.

Thank you in advance for your expert opinion.

Best regards,

Miroslav P.

Dobrý den,

chci se jen zeptat na názor někoho, kdo se opravdu vyzná v kasinech, a proto píšu sem. Nechci si nutně stěžovat, ale rád bych si ověřil, zda kasino správně uplatnilo pravidla, nebo jestli jsem něco špatně pochopil.

Vyhrál jsem z bonusu a kasino uplatnilo pravidlo maximální výhry 5× hodnota bonusu. To se stalo v prosinci, tedy před 3 měsíci. Toto první uplatnění pravidla bylo správné, protože jsem našel v podmínkách, že pokud hraji s bonusem, maximální částka, kterou mohu vyhrát, je 5× vklad (nebo možná 5× bonus, v mém případě byly oba 1 000 EUR, takže výsledek byl stejný) a to bylo v pořádku.

Po splnění požadavků na protočení jsem si část výhry vybral, ale část peněz jsem nechal na účtu a dále s nimi hrál, už jako s hotovostí. Znovu jsem vyhrál, ale včera mi kasino odečetlo další ~1 000 EUR s odůvodněním, že nemohu vyhrát více než 5× hodnotu bonusu.

Nechci hned podávat stížnost, ale píšu sem proto, že bych rád znal názor někoho, kdo se v tom opravdu vyzná, například z týmu Casino Guru. Prosím, aby zde odpovídali jen lidé, kteří znají podmínky kasin, ne "ostatní běžní hráči", protože na jiném fóru jsem dostal různé odpovědi od hráčů, které se v názoru lišily, a rád bych měl jasno.

Můj pohled je následující:

Když hraji s bonusem, platí pravidla jako požadavek na protočení a maximální výhra. Jakmile ale dokončím protočení a bonus se změní na hotovost, měl bych s těmi penězi moci nakládat, jak chci – tedy buď si je vybrat, nebo pokračovat ve hře a mít možnost vyhrát více. Například pokud bych s těmito penězi po splnění podmínek teoreticky vyhrál jackpot 1 000 000 EUR, měl bych si ho celý ponechat.

Z toho, co mi napsalo kasino, to ale vypadá, že jejich pravidlo je jiné: Jakmile jednou vyhraji z bonusu a získám hotovost, která původně nebyla moje, ale pochází z bonusu, nikdy nemohu vyhrát více než 5× hodnotu původního bonusu, ať už udělám cokoliv. To by znamenalo, že pokud bych čistě teoreticky vyhrál jackpot 1 000 000 EUR, kasino by mi nechalo jen 5 000 EUR a zbytek odstranilo, protože peníze „původně" pocházely z bonusu.

Chci si tedy jen ověřit: Mám pravdu já, nebo kasino? A pokud má pravdu kasino, co mám udělat, pokud bych chtěl mít možnost vyhrát více? Musím nejprve vybrat všechny peníze a pak vložit znovu bez bonusu, abych měl jistotu, že se toto pravidlo už neuplatní?

Jak jsem říkal, nechci si nutně stěžovat, Trino Casino mám rád – mají spoustu skvělých her, přátelskou podporu, web funguje rychle, často dávají free spiny a bonusy a jejich automaty opravdu vyplácejí výhry (není to jako jinde, kde vložím 1 000 EUR, hraji za 2–3 EUR na spin a za hodinu je vše pryč). Navíc mají možnost sázet i na sporty.

Jediný důvod, proč píšu, je ten, že bych rád měl odborný názor, protože mě překvapilo, když jsem vyhrál a pak mi kasino snížilo zůstatek o 1 000 EUR. Možná je to úplně běžné a měl jsem to vědět – pokud ano, prosím, dejte mi vědět a poraďte, jak postupovat, pokud chci mít možnost vyhrát více. Ale pokud si myslíte, že těch 1 000 EUR mi nemělo být odebráno, dejte mi prosím také vědět.

Kasino už jsem kontaktoval, napsal jsem jim, že poslední bonus jsem použil v prosinci a tehdy už mi výhry snížili. Oni mi ale odpověděli, že i toto druhé snížení bylo správné.

Děkuji předem za váš odborný názor.

S pozdravem,

Miroslav P.

Dear mprovod,

Thank you very much for reaching out to us. I’m sorry to hear about the problem you’re experiencing. I appreciate the level of detail in your explanation, and I’d be happy to provide some clarity on this matter.

To properly assess whether the casino applied the rules correctly, could you please provide the following details?

• Could you send us a screenshot or a link to the bonus you activated and played with? How much did you deposit to obtain this bonus?
• How much money did you have when you successfully met the wagering requirements? Was it more or less than the maximum allowed amount? Were your winnings capped immediately after completing the wagering requirements?
• You mentioned that in December, you withdrew some of your winnings. Were these winnings already capped at that time? Was the amount you continued playing with part of your real balance, or was it still considered bonus-derived winnings?
• When you continued playing after meeting the wagering requirements, did you use only the remaining winnings, or did you also make additional deposits?
• Did you find any specific rule in the terms stating that all winnings derived from bonus funds remain subject to the max win rule, even after the wagering requirements were met?
• Did the casino provide any further explanation for why they believe the second deduction was justified? If so, could you share their response with us?

Based on standard industry practices, the cap on maximum winnings from a bonus is typically applied only once. However, we need to examine each case individually to determine if the casino acted correctly.

If you have any relevant communication with the casino, please feel free to forward it to veronika.f@casino.guru so we can review it.

I hope we will be able to clarify this situation for you as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good morning,

I have just sent an email with the requested information. Thank you for your time and willingness to look into this.

Best regards,

Miroslav P

Dobrý den,

právě jsem odeslal e-mail s požadovanými informacemi. Děkuji za váš čas a ochotu se tím zabývat.

S pozdravem,

Miroslav P

Thank you very much, mprovod, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mprovod,

I'm Michal, and I have taken over this complaint. I have reviewed this case and shared my thoughts on the matter with you through email. If you wish to continue with a more in-depth investigation, please feel free to reach out, and I will try my best to help.

Hi Michal,

Thank you – I responded to the message via email.

Best regards,

Miroslav

Ahoj Michale,

děkuji – na zprávu jsem odpověděl e-mailem.

S pozdravem,

Miroslav

Dear mprovod,

I have replied to your email. I will now contact the casino to see if I can help somehow.

We would like to invite Trino Casino to join the conversation.

Dear Trino Casino,

Could you clarify the reason behind the player's winnings being capped on two occasions? I recognize that your bonus terms indicate that winnings from bonus wagering are restricted to a maximum cashout of five times the bonus amount, with any surplus being voided prior to withdrawal. However, it appears that this cap was already applied, and the funds in the player's account were shown as real money (if I am correct). Therefore, when the player proceeded to play with these "real money" funds, were they informed in any way that they needed to withdraw their winnings to avoid the maximum cashout limit?

Dear Miroslav,

Thank you for sharing your concerns. We appreciate your time and the opportunity to clarify the situation and ensure everything is transparent.

At Trino Casino, we strive to make our terms as clear as possible to ensure a fair and enjoyable gaming experience for all players. Upon registering at Trino Casino, all players confirm that they have read and agreed to our Terms and Conditions, including our Bonus Terms. Please note that, as per these terms, the maximum cashout amount for winnings obtained using bonus funds is limited to 5 times the deposit amount. This rule is explicitly stated in our Bonus Terms and Conditions under point 16:

16. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times deposit. Any exceeded balance will be voided prior to money withdrawal.

The key term here is "cashout," which refers to the maximum amount a player can withdraw from their winnings while playing with a bonus. This means that once the maximum cashout limit is reached, any excess balance is voided before withdrawal.

At Trino Casino, we do allow players to continue playing specifically for cases where their released amount is below the maximum cashout limit. For example, if the maximum cashout is 1,000 EUR but a player has only released 200 EUR, they can continue playing to try and reach the full 1,000 EUR cashout limit. However, in cases like yours, where the maximum withdrawal limit of 5,000 EUR had already been reached, further play would not contribute to additional withdrawable funds.

We have thoroughly reviewed your case and confirmed that this information was previously communicated to you. Specifically, you were informed via email about the 5,000 EUR maximum amount available for withdrawal in your situation, along with the calculations supporting this amount.

We understand that this experience may have been disappointing, and we truly regret any frustration it may have caused. We also recognize that bonus rules can sometimes be complex, which is why we always strive to ensure transparency and fairness — not only by clearly stating the rules on our website but also through our email communication. If you have any further questions or need additional clarification, please feel free to reply.

Dear Michal,

Thank you for assisting in resolving this situation. It’s very nice to meet you. If there’s anything needed from our side, please feel free to ask in this thread or contact our manager via email at paul_vip@trinocasino.com. We’ll be happy to provide any assistance required.

Best regards,

Trino Casino Team

Dear Paul / Trino Casino Team,

Thank you for your response and the explanation. I believe this has provided enough clarity on the whole situation. As I trust you don't want your customers to feel unnecessarily disappointed, I wonder if there is any chance for a potential bonus you can provide as a goodwill gesture that could be considered as a form of compensation for the confusion? I'm sure the player will appreciate it.

Dear Miroslav,

We fully understand that the situation may have caused some confusion and disappointment. Your satisfaction is important to us, and we’d love to thank you with a small gesture to leave things on a better note.

As a token of our appreciation, we’d like to offer you a bonus of 100 free spins in a game Big Bass Splash over 2 days – that’s 50 free spins available every 24 hours, with a 20x wagering requirement and a maximum cashout of 100 EUR per day. 

We hope you’ll enjoy the bonus, and please don’t hesitate to reach out if you have any questions or need assistance.

Dear Michal, 

Thank you very much for your feedback. We truly appreciate your support in ensuring a transparent and fair resolution. 

Warm regards,

Trino Casino Team

Thank you Michal and the casino for the response and explanation of the bonus terms. Thank you also very much for the free spins offer.

Best regards

Miroslav

Děkuji Michalovi i kasinu za odpověď a vysvětlení podmínek ohledně bonusů. Děkuji také moc za nabídku protočení zdarma.

S pozdravem

Miroslav

Thank you for your user friendly approach, Trino Casino Team.

Dear mprovod,

I trust you will agree with me that the situation has been adequately clarified, and I'm sure you recognize the casino team's fair approach. Please let me know if I can proceed in closing this case as resolved or if you need assistance with anything else.

Dear Miroslav,

Just a quick note to let you know that the agreed bonus is already waiting for you in your Trino account. You can activate it in the "Bonuses" section.

Wishing you exciting wins and a great time ahead! 🍀

Kind regards,

Trino Casino Team

Hello Michal and Trino Casino,

thank you and the entire Casino Guru team for your help and fair approach. I also thank the casino for the bonus and instructions on how to activate it. The bonus has already been credited and the case can be closed as resolved.

Thanks again for your support!

Best regards,

Miroslav

Ahoj Michale a Trino Casino,

děkuji vám i celému týmu Casino Guru za pomoc a férový přístup. Děkuji také kasinu za bonus a návod, jak jej aktivovat. Bonus byl již připsán a případ může být uzavřen jako vyřešený.

Ještě jednou díky za podporu!

S pozdravem,

Miroslav

Dear Miroslav / mprovod,

Thank you for your confirmation. I’m pleased that our participation helped to clarify the situation, and I appreciate that the casino team was able to offer a small bonus as a gesture of goodwill for the minor confusion. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Michal

Casino Guru