Trino Casino - La cuenta del jugador ha sido cerrada.

When registering, I accidentally put my username instead of my legal name. I talked to support and said that they changed it in their system. After playing a bit, and with a balance of 870~ euros, I tried getting my account verified for a cash out. I talked to support and said that the finance department would do a manual check because of the name issue. After more than 24,h I received an email saying that the account was disabled and that the decision is final. Now I can't get into the account, and after emailing the support about my issue. I have not received a single email about my situation. In short, I put money in without KYC without an issue. As soon as I make some money, my account is disabled.

Dear 43v3ralex,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your account and the withdrawal process.

To better understand the situation and assist you further, I’d like to ask a few follow-up questions:

• When exactly did you realize that you had mistakenly entered your username instead of your legal name during registration?
• When did you contact the casino support team regarding this mistake, and how did they respond at that time?
• Could you please forward us the relevant communication where you requested the name change and where support confirmed that they had updated it in their system?

You can send any documents, screenshots, or email conversations directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, I have been waiting to see if the casino would contact me after requesting my chat logs, but as expected, I never got a reply. I first deposited around 3 or 4 weeks ago after I registered, and everything was fine. My deposits went through without a problem, and the KYC department didn't have a problem with me depositing without completing the process. I lost the money I deposited, and that was it. Last week, I wanted to play again, and I won and decided to cash out. When I tried to cash out, I tried to do the automatic KYC, and that is when I realized I had the wrong information on my profile page. Then, I contacted the support in the chat, and after multiple back-and-forths, the support said the information had been changed in their system and that I would not be able to see the change on my profile page. Then I continued with the KYC process, since I thought the issue was resolved. After failing the automatic kyc i was instructed to email the department for a manual approval and the last thing i know i was logged out and my account disabled. If kyc was so important to the company, they should have make me do it before depositing more than 600 euros into their website. Not only that they disable my account, which had an 870 balance and got 0 replies.

Hi 43v3ralex,

You mentioned that you originally entered your username instead of your legal name and believed the support team had updated that field for you. However, the casino has provided us with evidence indicating that not only your name but also your address line, city and postal code were entered incorrectly on registration.

• Could you please clarify exactly which field(s) contained the wrong information?
• It would also help if you could forward any chat transcripts or emails where support confirmed they made the change, as well as screenshots of your profile page. Please send these materials to petronela.k@casino.guru.

Thank you in advance for your reply.

Dear 43v3ralex,

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,
Petronela
Casino.Guru