Trino Casino - El jugador no puede retirar sus ganancias.

Apparently, I can't withdraw my winnings. I've contacted support several times. I was advised to deposit via my bank account, which also didn't work.

The account is fully verified.

Angeblich keine Auszahlung meines Gewinnes möglich. Mehrmaliger Austausch mit dem Support. Mir wurde geraten über mein Bankkonto einzuzahlen, was auch nicht zum gewünschten Erfolg geführt hat.

Das Konto ist vollständig verifieziert.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you are experiencing. To better understand your situation, may I ask you a few clarifying questions?

• Have you successfully made any withdrawals from this casino in the past?
• What reason has been given for your inability to withdraw your winnings? For example, are there technical difficulties with the payment provider that cause your withdrawal requests to be rejected, or do you not see any available payment methods in your account?
• Have you completed all the wagering requirements before requesting the payout?
• Have you tried selecting different payment methods to process your withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronica,

thank you for your quick response!

• I have not been able to make a successful withdrawal yet
• Apparently there are technical problems, but I was able to deposit via my bank account without any problems
• The payout did not work after several emails with the casino
• I have met the wagering requirements
• The site only offers crypto withdrawals and bank transfers. I don't have access to cryptocurrencies.

Hallo Veronika,

danke für deine schnelle Rückmeldung!

• Ich konnte bisher keine erfolgreiche Auszahlung durchführen
• Angeblich handelt es sich um technische Probleme, ich konnte aber problemlos über mein Bankkonto einzahlen
• Die Auszahlung hat nach etlichen Mails mit dem Casino nicht geklappt
• Die Wettanforderungen habe ich erfüllt
• Auf der Seite wird nur Kryptoauszahlung und Bank Transfer angeboten. Ich habe keinen Zugriff auf Krypto Währungen

Please forward me all the communication between you and the casino regarding the problems with your withdrawal at veronika.f@casino.guru. Thank you for your cooperation.

Done, thank you very much!

Erledigt, vielen Dank!

Thank you for your emails. Could you please send me a screenshot of the payment methods you see available for depositing and withdrawing?

Also, would it be possible to choose a bank account in a different bank for your withdrawal request? Please note that the alternative bank account has to belong solely to you.

I sent the screenshots via email. Unfortunately, I only have one bank account, so the withdrawal is only possible via the bank account I used to deposit. Thanks!

Ich habe die Screenshots per E-Mail geschickt. Ich besitze leider nur ein Bankkonto, deswegen kommt die Auszahlung nur über die Bankverbindung in Frage, über die ich auch eingezahlt habe. Danke!

I can see that several different payment methods are available for withdrawals in your account. If you are unable to use your preferred option, you should still be able to choose an alternative method instead. Please understand that the availability of payment methods is not managed exclusively by the casino. Various external factors—such as licensing authority requirements, geolocation, contracts with payment providers, and bank restrictions—play a significant role.

It is also important to note that just because a payment method is available for deposits, it does not necessarily mean it will also be available for withdrawals. Furthermore, payment methods can sometimes be discontinued without prior notice. Unfortunately, casinos themselves are often limited in what payment options they can offer to their customers.

• Could you please confirm whether you are able to select from the payment methods currently available in your account?
• Alternatively, have you already contacted the casino to ask if your withdrawal request could possibly be processed manually?

Dear Hilk98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for the extension!

Yes, I can click on the withdrawal methods and also enter my IBAN.

I've already contacted the casino several times. Can you contact the casino and request a manual withdrawal?

Thank you!

Vielen Dank für die Verlängerung!

Ja ich kann die Auszahlungsmethoden anklicken und auch meine IBAN angeben.

Ich habe das Casino schon mehrfach angeschrieben. Können Sie das Casino anschreiben und um eine manuelle Auszahlung bitten?

Vielen Dank!

Thank you very much, Hilk98, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Hilk98,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player is not able to withdraw and help him to get the money?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out and for sharing the details of this case. We have reviewed the request and will return with an update as soon as we have the necessary information regarding the player’s withdrawal.

We appreciate your patience and will get back to you shortly.

Best regards,

Trino Casino Team

Dear Hilk98,

Your withdrawals are being processed within the 72-hour timeframe set by our rules. The payments have already been scheduled — part for today and the rest for tomorrow. Thank you for your patience, everything is on track.

Best regards,

Trino Casino Team

Dear Trino Casino,

thank you very much for the update!

Dear Hilk98,

Can you please keep me updated regarding receiving the withdrawals?

Thank you very much!

I'll do it!

Thank you so much, and of course, to Veronika too. Truly fantastic service from you!

Many thanks also to the Trino employee!

best regards

Sven

Das mache ich!

Vielen Dank an dich und natürlich auch an Veronika. Wirklich ein super Service von euch!

Vielen Dank auch an den Mitarbeiter von Trino!

Best regards

Sven

Dear Hilk98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Just for your information: I have not received any payment yet.

best regards

Hallo,

nur zu eurer Information: Bisher ist keine Zahlung bei mir eingegangen.

best Regards

Dear Hilk98, thank you for the update.

Dear Trino Casino, can you please find out what is the reason why the player still hasn´t received any money?

thank you so much

Dear Casino Guru Team,

Dear Hilk98,

The previous withdrawal was not completed due to technical reasons. Please request the withdrawal again using an alternative payment method.

If you have any pending KYC questions, contact our team at kyc@trinocasino.com before submitting the new request.

Best regards,

Trino Casino Team

Dear Hilk98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru