Trino Casino - El retiro de las ganancias del jugador se retrasa.

I won 1,600 BRL and then 2,400 BRL, the first withdrawal is more than 3 days old and the second I withdrew today, I know I have to wait 14 days, but I will file a complaint if it takes longer than 14 days to pay my winnings, thank you Casinoguru

Ganhei 1.600 BRL e depois 2.400 BRL o primeiro saque já tem mais de 3 dias e segundo saquei hoje, eu sei que tenho que aguardar 14 dias, mas vou registrar a reclamação caso demore mais que 14 dias para pagar meus ganhos, obrigado Casinoguru

Dear ericleo,

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,

Kristina

I'll wait, thanks!

Vou aguardar obrigado!

I received a withdrawal and the last one is missing 2,400 BRL.

Recebi um saque está faltando o último de 2.400 BRL.

Thank you for your reply, ericleo. I am happy to hear that you've received a part of your winnings. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Hi Kristina after 8 days I received the second withdrawal of 2,400 BRL can you please mark the complaint as resolved, thank you!

Olá Kristina após 8 dias recebi o segundo saque de 2.400 BRL pode marcar por favor a reclamação como resolvida, obrigado!

Dear ericleo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru