Trino Casino - La cuenta del jugador se ha cerrado inesperadamente.

After passing the KYC verification, I made several deposits (about €4,200 in total). I've always played live roulette without any active bonuses, and with my last deposit, I reached a balance of €4,385.

I made 3 withdrawals of €500, which is the maximum amount I can withdraw per day.

I emailed support to ask if I needed to send additional documentation for withdrawal processing since they typically ask for a photo of the credit card used.

After about an hour I found my account disabled for no reason and without providing any explanation.

I asked for an explanation but the casino is not responding.

Dopo aver superato la verifica KYC ho effettuato diversi depositi (circa 4200€ complessivi). Ho sempre giocato alla live roulette senza bonus attivi e con l'ultimo deposito ho raggiunto un saldo di 4385€.

Ho inserito 3 prelievi da 500€ che è il massimo prelevabile giornalmente.

Ho inviato una mail al supporto per chiedere se dovevo inviare documentazione aggiuntiva per l'elaborazione dei prelievi dato che solitamente chiedono la foto della carta di credito utilizzata.

Dopo circa un ora mi ritrovo l'account disabilitato senza motivo e senza fornire spiegazioni.

Ho chiesto spiegazioni ma il casinò non risponde.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Leoca79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please provide the exact date your account was closed?  
• How long have you been a player at this casino, please??  

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

Best regards,  

Katarina

-Have you made successful withdrawals in the past?

No, this is the first time I've asked for a withdrawal.

-Could you tell us the exact date your account was closed?

Saturday, September 20th

-How long have you been playing at this casino, please?

From Saturday 20 September

Yesterday I asked for clarification and received the following standard responses which provided no clarification as to the sudden closure of my account

My account was verified on Saturday, September 20th, before I started depositing and playing. Everything was fine as long as I was losing, but when I won and requested a withdrawal, they blocked my account, and now I can't withdraw the remaining balance in my gaming account.

-Hai già effettuato prelievi con successo in passato?

No è la prima volta che chiedo un prelievo.

-Potresti indicarci la data esatta in cui il tuo account è stato chiuso?

Sabato 20 settembre

-Da quanto tempo giochi in questo casinò, per favore?

Da sabato 20 settembre

Ieri ho chiesto spiegazioni e ho ricevuto le seguenti risposte standard che non hanno fornito alcun chiarimento in merito alla chiusura improvvisa del mio account

Il mio account è stato verificato sabato 20 settembre prima che iniziassi a depositare e giocare. Finché perdevo andava tutto bene poi quando ho vinto e ho richiesto di prelevare le vincite mi hanno bloccato l'account ed ora non posso più prelevare il restante saldo presente sul mio conto gioco.

My account was blocked because they detected that I was a problem gambler.

I had previously played at another sister casino in this group, and my account had been self-excluded due to gambling issues. So why did they know about this issue and let me deposit €4,200 after KYC verification?

I asked the casino to pay the 3 withdrawals of €500 that I managed to make before the block and I asked for the remaining balance to be paid using the same method.

Il conto è stato bloccato perché hanno rilevato che sono un giocatore problematico.

In passato avevo già giocato su un altro casinò gemello di questo gruppo e il mio account era stato autoescluso per problematiche di gioco. Perché quindi sapevano di questo problema e mi hanno lasciato depositare 4200€ dopo la verifica KYC?

Ho chiesto al casinò di pagare i 3 prelievi da 500€ che sono riuscito ad inserire prima del blocco e ho chiesto che il saldo rimanente venga pagato con la stessa modalità

I wanted to update you on my complaint and report this casino's predatory tactics.

After blocking my account due to gambling issues just after I had won €4,385 (on my sixth deposit attempt), instead of paying me my winnings, as I had repeatedly requested via email, the casino reopened my gaming account, canceled my withdrawals that should have already been paid, and let me play with my entire balance.

If they knew I was a problem gambler they shouldn't have let me play and should have simply paid my balance following their ban.

Volevo aggiornarti sul mio reclamo e denunciare la tattica predatoria di questo casinò.

Dopo avermi bloccato l'account per problematiche di gioco solo dopo che avevo vinto €4385 (al sesto tentativo di deposito) invece di pagarmi le vincite,come da me più volte richiesto via mail, il casinò ha riaperto il mio conto gioco, ha annullato i miei prelievi che sarebbero dovuti essere già stati pagati e mi ha lasciato giocare tutto il saldo che avevo.

Se sapevano che ero un giocatore problematico non avrebbero dovuto farmi giocare e avrebbero dovuto semplicemente pagare il mio saldo in seguito al loro blocco.

These are my payment requests after the account was closed due to gaming issues.

Even the possibility to deposit had been disabled

I am therefore requesting a full refund of the deposits I made, even though my winnings at the time of the block were higher than what I had deposited.

Queste sono le mie richieste di pagamento dopo che l'account era stato chiuso per problematiche di gioco.

Pure la possibilità di depositare era stata disabilitata

Chiedo pertanto il rimborso completo dei depositi effettuati anche se le mie vincite al momento del blocco erano superiori a ciò che avevo versato.

I also attach a screenshot of the chat which confirms that the account blocking after obtaining the winnings was carried out because in the past I was self-excluded from their casinos for gambling problems.

So after the KYC verification, the casino shouldn't have let me deposit since it was aware of my gambling problems, but above all, it should never have unblocked my account to make me lose the winnings I had obtained.

In fact, I never asked for my gaming account to be reopened after it was blocked due to gambling issues, but I only asked for the blocked balance to be paid to me.

They basically did everything they could to make me lose my patience knowing that I would bet everything and they are using this tactic with all the players.

In the face of the Fair Casino!

Allego anche screenshot della chat che mi conferma che il blocco dell'account dopo aver conseguito le vincite è stato effettuato perché in passato ero autoescluso dai loro casinò per problematiche di gioco

Quindi dopo la verifica KYC il casinò non avrebbe dovuto farmi depositare dato che era a conoscenza delle mie problematiche di gioco ma soprattutto non avrebbe dovuto mai sbloccare il mio conto per farmi perdere le vincite che avevo ottenuto.

Io infatti non ho mai chiesto la riapertura del conto gioco dopo che era stato bloccato per problematiche di gioco ma avevo chiesto soltanto che mi venisse pagato il saldo bloccato nel conto.

Praticamente hanno fatto di tutto per farmi perdere la pazienza sapendo che mi sarei giocato tutto e questa tattica la stanno usando con tutti i giocatori.

Alla faccia del Fair casinò!

Dear Casino Guru Team,

We have carefully reviewed this case and would like to provide clarification.

The player has not submitted any request for self-exclusion or mentioned GA in any of his communications with our support team.

Therefore, his account remained active under standard conditions, and there was no restriction applied under responsible gambling procedures.

The withdrawals were cancelled, after which the player continued gambling and unfortunately lost the balance.

Once the balance reached zero, the account was closed in accordance with our Terms and Conditions (section 7.3), which allows the casino to terminate accounts at its discretion.

As there was no valid self-exclusion request from the player, this case does not fall under responsible gambling rules. Consequently, a refund of deposits is not applicable.

We regret the player’s dissatisfaction but confirm that all actions taken were in line with our terms and conditions.

Best regards,

Trino Casino Team

This casino demonstrates incredible bad faith and effrontery.

The casino states:

"Therefore, your account remained active under standard conditions and no restrictions were applied under responsible gaming procedures."

False.

My account was blocked on September 20th due to gambling issues (just after I had won some money and made three withdrawals of €500), as the following screenshots confirm. I was also denied the ability to make deposits.

"The withdrawals were cancelled, after which the player continued to play and unfortunately lost the balance."

False.

The withdrawals I had made before my account was blocked were reversed by the casino itself despite my repeated email requests that they be paid along with the remaining balance without reopening my account.

As soon as I unlocked the account after 4 days I had to re-enter them again.

So my questions are:

Why was my account blocked and the reason given was "user with gambling problems"?

If the casino blocks my account due to gambling issues, why would they reopen my account, cancel my withdrawals, and reinstate my gaming activity without following the instructions I sent via email asking for payment without reopening my account?

Questo casinò dimostra una malafede e una sfacciataggine incredibile

Il casinò dichiara:

"Pertanto, il suo account è rimasto attivo secondo le condizioni standard e non è stata applicata alcuna restrizione ai sensi delle procedure di gioco responsabile"

Falso.

L'account è stato bloccato il 20 settembre per problematiche di gioco (appena avevo ottenuto delle vincite e avevo inserito 3 prelievi da 500€) come confermano i seguenti screenshot. Mi era stato anche negata la possibilità di effettuare depositi.

"I prelievi sono stati annullati, dopodiché il giocatore ha continuato a giocare e purtroppo ha perso il saldo."

Falso.

I prelievi che avevo inserito prima del blocco del mio account sono stati annullati dal casinò stesso nonostante avessi più volte chiesto via mail di pagarli insieme al saldo rimanente senza riaprire il conto.

Appena sbloccato l'account dopo 4 giorni ho dovuto reinserirli nuovamente.

Quindi le mie domande sono:

perché il mio conto è stato bloccato ed è uscita come motivazione "utente con problematiche di gioco"?

se il casinò blocca il mio conto per problematiche di gioco perché mi riapre il conto, annulla i prelievi che avevo inserito e mi riabilita l'attività di gioco senza seguire le mie istruzioni inviate via mail in cui chiedo di essere pagato senza riaprire il conto?

Dear Leoca79,

thank you for your messages and screenshots.

I believe you have raised some serious questions.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Anything that has not been shared yet.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina, I sent you everything you asked for.

I'll give you a summary of the facts:

I passed the KYC verification and made 6 deposits for a total of €4200.

I lose all the first 5 deposits while with the sixth deposit I accumulate €4385 of balance.

I submit three withdrawals of €500 (the maximum that can be withdrawn).

After less than an hour my account was disabled with the message "user is disabled because of a gambling addiction"

Since I can't access my gaming account, I'm requesting via email that the remaining balance be paid via bank transfer, as well as any withdrawals I've already made.

They reply that the money is safe and that I should wait for a response from the relevant department (what response should they wait for?).

I keep asking them to process payments within the timeframes set by their withdrawal policy (€1500 per day).

Instead of paying my withdrawals and winnings, the casino canceled my withdrawals and reopened my account four days later.

Frustrated and stressed by the situation (since I should have already received the full balance payment), I started gambling and out of control I lost everything.

I also noticed that in the meantime they had blocked the possibility of me making further deposits.

I filed a complaint to request a refund of my deposits and they (falsely) replied that they were unaware of my gambling problems and that I was not entitled to a refund.

If my account had been blocked due to gaming issues, it was obvious that they would know!

If a casino tells you, "You don't gamble anymore because we know you have a gambling problem," why do they then deny knowing?

In this case I would be entitled to the balance I had before my account was blocked due to gambling problems (€4385).

Ciao Katarina ti ho inviato tutto quello che mi hai richiesto.

Ti faccio una sintesi dei fatti:

Supero la verifica KYC ed effettuo 6 depositi per un ammontare di 4200€.

Perdo tutti i primi 5 depositi mentre con il sesto deposito accumulo 4385€ di saldo.

Inarisco tre prelievi da 500€ (il massimo prelevabile).

Dopo neanche un ora il mio account viene disabilitato con il messaggio "user is disabled because of a gambling addicion"

Non potendo accedere al conto gioco chiedo via mail di pagare il restante saldo tramite bonifico bancario come i prelievi già inseriti.

Mi rispondono che il denaro è al sicuro e che devo attendere una risposta dal dipartimento competente (che risposta devono attendere?).

Continuo a chiedere di elaborare i pagamenti rispettando i tempi previsti dalla loro politica sui prelievi (1500€ al giorno).

Il casinò invece di pagarmi i prelievi e le vincite mi cancella i prelievi e riapre il conto quattro giorni dopo.

Io frustato e stressato dalla situazione (dato che avrei dovuto già ricevere il pagamento dell'intero saldo) inizio a giocare e fuori controllo perdo tutto.

Mi accorgo anche che nel frattempo avevano bloccato la possibilità che io facessi altri depositi.

Invio un reclamo per chiedere il rimborso dei depositi e mi rispondono (falsamente) che non erano a conoscenza delle mie problematiche di gioco e che nessun rimborso mi era dovuto.

Se il mio account era stato bloccato proprio per problematiche di gioco era scontato che lo sapessero!

Se un casinò ti fa uscire il messaggio "non giochi più perché sappiamo che hai problemi di gioco" perché poi nega di saperlo?

In questo caso avrei diritto al saldo che avevo prima del blocco del mio account per problemi di gioco (4385€) .

Dear Casino Representative,

I hope you reconsider your decision because what happened is quite serious and has plunged me into a deep state of depression.

When you write that I have not submitted any request for self-exclusion or mentioned any gambling addiction problems, it is just another tactic of yours to avoid responsibility for the facts.

You yourself are the one who blocked my account for gaming issues, so you were aware of my problem and there was no need for me to tell you or confirm it.

I therefore expect responsible behavior from you and trust in a peaceful resolution to this case.

Refund my deposits and keep any additional winnings that should have been paid to me.

Caro rappresentante del casinò,

spero che tu riveda la tua decisione perché ciò che è successo è piuttosto grave e mi ha sprofondato in un pesante stato di depressione.

Quando scrivi che non ho presentato alcuna richiesta di autoesclusione o menzionato problemi di Gambling addicion è soltanto un altra tua tattica per svincolarti dalla responsabilità dei fatti.

Sei tu stesso che mi hai bloccato l'account per problematiche di gioco perciò eri a conoscenza del mio problema e non serviva che te lo dicessi o confermassi.

Mi aspetto pertanto un comportamento responsabile da parte vostra e confido in una pacifica risoluzione di questo caso.

Rimborsami i depositi e tieniti le vincite aggiuntive che sarebbero dovute essermi pagate.

Thank you very much, Leoca79, for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Leoca79,

I am very sorry to hear about your problem with Trino Casino.

You mentioned that you also played at one of their sister casinos. For now, we don’t know if this is connected to your case, but I would like to ask you a few questions anyway.

Could you please provide the name of that casino and the time when you played there? Did you also complete the KYC process?

And finally, regarding that sister casino, did you request self-exclusion yourself, or was your account blocked by the casino at their sole discretion?

Thank you in advance for providing this information.

Dear Trino Casino,

I would like to clarify the situation.

You informed us that the player never requested self-exclusion or indicated that he has a gambling problem. To my understanding, this is correct. However, this was never the issue.

The problem is that the player’s account was blocked with the message: "User is disabled because of a gambling addicion."

Later, your support team confirmed that his account was indeed blocked for this reason. They also mentioned that this may have been due to his blocked account at one of your sister casinos.

If you detected that the player has a gambling problem, why was his account reopened?

And why was he not able to withdraw any money during this period?

Best regards,

Igor

Hi Igor,

In answer to your question, I would like to point out that the group that manages Trino Casino is registered with the Curaçao Chamber of Commerce under the company SMES SOLUTION.

This company also controls the Altacore group casinos where I have encountered and suffered the same predatory tactics in the past.

On September 5, 2023, I excluded myself from the Rollino Casino (Altacore group).

In the following months I had the misfortune of playing at Flappy casino (January 2024) and Smokace casino (July 2024) which are both part of the Altacore group.

In both cases I received the same treatment as Trino Casino:

-I pass the KYC verification

-I deposit several times and lose

-I deposit and win and ask for a withdrawal

-account blocked a few hours later due to game issues (see screenshot)

- I reopened my gaming account, cancelled my withdrawals and lost everything.

Here are the screenshots I managed to recover that confirm what I say

Same message, same graphics, same casino management, same terms and conditions.

So answering your questions:

-I requested and obtained self-exclusion from Rollino Casino

-my account has been blocked due to gambling issues by sister casino Flappy Casino

-my account has been blocked due to gambling issues by sister casino Smokace casino

-my account has been blocked due to gambling issues by sister casino Trino Casino

I'm curious to see what the casino will come up with next to avoid admitting its responsibilities.

Ciao Igor,

rispondendo alla tua domanda premetto che il gruppo che gestisce Trino casinò è iscritto nella camera di commercio di Curaçao sotto la società SMES SOLUTION.

Questa società controlla anche i casinò del gruppo Altacore su cui in passato ho riscontrato e subìto le stesse tattiche predatorie.

Il 5 settembre 2023 mi ero autoescluso dal casinò Rollino (gruppo Altacore).

Nei mesi successivi ho avuto la sventura di giocare su Flappy casinò (gennaio 2024) e Smokace casinò (luglio 2024) che sono entrambi del gruppo Altacore.

In entrambi i casi ho subìto lo stesso trattamento di Trino casinò:

-supero la verifica KYC

-deposito varie volte e perdo

-deposito e vinco e chiedo il prelievo

-account bloccato poche ore dopo per problematiche di gioco (vedere screenshot)

-riapertura del conto gioco, annullamento dei prelievi e perdo tutto

Ecco le schermate che sono riuscito a recuperare che confermano ciò che dico

Stesso messaggio, stessa grafica, stessa gestione del casinò, stessi termini e condizioni.

Quindi rispondendo alle tue domande:

-ho chiesto e ottenuto l'autoesclusione da Rollino casinò

-il mio account è stato bloccato per problematiche di gioco dal casinò gemello Flappy casinò

-il mio account è stato bloccato per problematiche di gioco dal casinò gemello Smokace casinò

-il mio account è stato bloccato per problematiche di gioco dal casinò gemello Trino casinò

Sono curioso di vedere cosa si inventerà adesso il casinò per non ammettere le proprie responsabilità..

Dear Casino Guru Team,

We would like to clarify our position once again.

The screenshot shared by the player does not serve as reliable proof of any Responsible Gaming restriction. Such internal system labels or technical notifications do not determine the actual status of an account and cannot be used as evidence of a self-exclusion or gambling-addiction block.

What truly matters are the verified records of gameplay and transactions.

The player deposited approximately €4,200, reached a balance of €4,385, and at that point had full access to all account functions, including withdrawals.

He could have withdrawn more than his total deposit amount without any restriction.

Instead, he chose to continue gambling voluntarily and reduced his balance to €0.

This is the nature of gambling — outcomes depend on luck and player decisions, and the casino has no influence over them.

Once the balance reached zero, the account was closed in accordance with Section 7.3 of Trino Casino’s Terms and Conditions, which allows account termination at the casino’s discretion.

The player received an email notification confirming the closure.

No prior communication from the player indicated any gambling problems or a request for self-exclusion.

Therefore, there are no grounds for refund or reimbursement.

Our actions were fully consistent with the Terms and Conditions accepted by the player during registration, and we consider this matter closed.

Best Regards,

Trino Casino

Are you taking us for fools?

Are you telling us that system notifications don't determine the actual status of the account? So they're sent randomly and without logic? Is that what you're telling us?

The banner explaining that my account has been blocked due to gambling issues is clear evidence that I was registered with your casinos as a gambling addict, and it's the only notification I received explaining the block. Therefore, if you already knew about my addiction, there was no need for me to further communicate what you had already communicated to me with that "user disabled because of gambling addiction" notification.

Since I didn't receive any notification from your support via email regarding the reason for the block, then can you explain to me why my account was blocked after I had made the withdrawals?

Why didn't you pay the withdrawals I had already entered and the remaining balance as per my instructions?

The facts are clear and demonstrate the casino's evident bad faith.

In gambling, results depend not only on luck and the players' decisions (as you write) but very often on the predatory tactics of the casinos.

Ci stai prendendo per degli scemi?

Ci stai dicendo che le notifiche di sistema non determinano lo stato effettivo dell' account? Quindi vengono inviate a caso senza logica? È questo che ci stai dicendo?

Il banner che mi spiega che il mio account è stato bloccato per problematiche di gioco è una prova evidente che ero registrato sui vostri casinò come giocatore dipendente ed è l'unica notifica che ho ricevuto a spiegazione del blocco. Perciò se sapevate già della mia dipendenza non serviva una mia ulteriore comunicazione che confermava ciò che mi avevate già comunicato voi con quella notifica "user disabled because gambling addicion".

Dato che non ho ricevuto alcuna notifica dal vostro supporto via mail riguardo al motivo del blocco, allora mi spieghi perché il mio account è stato bloccato dopo che avevo inserito i prelievi?

Perché non avete pagato i prelievi che avevo già inserito e il restante saldo come da mie disposizioni?

I fatti sono chiari e dimostrano un evidente malafede del casinò.

Nel gioco d'azzardo i risultati non dipendono solo dalla fortuna e dalle decisioni dei giocatori (come scrivi te) ma molto spesso dalle tattiche predatorie dei casinò.

The communication of September 24th that you continue to send us has no bearing on the complaint but simply concerns the notification of the definitive closure of the gaming account after you achieved your goal of making me lose everything and after I sent you the complaint requesting a refund.

The only message I received from you that explained the block on September 20th was the one that appeared during login: "user disabled because of gambling addiction".

Continuing to claim that system messages have no value is just a clumsy way to avoid responsibility. Otherwise, how do you explain that message?

The point is, you were aware of my gaming issues and blocked my account with that "system notification."

At that point, you should have followed my instructions regarding the payment of my withdrawals already entered before the block and the remaining balance, but instead you reopened the account by canceling the withdrawals and re-enabling gaming activity. You also disabled my ability to make further deposits, confirming that I would not be able to play due to gambling issues.

You can tell it however you want, but the facts reveal the casino's non-transparent behavior, which did the exact opposite of what it should have done.

I therefore strongly request the requested refund.

La comunicazione del 24 settembre che continui a propinarci non ha alcuna attinenza al reclamo ma riguarda semplicemente la notifica di chiusura definitiva del conto gioco dopo che avete raggiunto lo scopo di farmi perdere tutto e dopo che vi ho inviato il reclamo per chiedere il rimborso.

L'unico messaggio che ho ricevuto da voi che motivava il blocco del 20 settembre è quello che appariva in fase di login "user disabled because gambling addicion".

Continuare a dire che i messaggi di sistema non hanno alcun valore è solo un sistema goffo per nascondersi dalle proprie responsabilità. Altrimenti come lo spieghi quel messaggio?

Il punto è che eravate a conoscenza delle mie problematiche di gioco e mi avete bloccato l'account con quella "notifica di sistema".

A quel punto avreste dovuto seguire le mie disposizioni sul pagamento dei miei prelievi già inseriti prima del blocco e del restante saldo e invece avete riaperto il conto annullando i prelievi e riabilitando l'attività di gioco e mi avete anche disabilitato la possibilità di effettuare ulteriori depositi a conferma del fatto che non sarei stato abilitato a giocare per problematiche di gioco.

Potete raccontarla come volete ma i fatti raccontano un comportamento non trasparente del casinò che ha fatto tutto il contrario di ciò che avrebbe dovuto fare.

Richiedo pertanto con forza il rimborso richiesto.

Dear Trino Casino,

I would like to clarify that the final closure of the player’s account, when the balance was already zero, was never the main dispute.

The issue here is that the player was somehow marked, either automatically or by someone, as a problematic gambler — and this was later confirmed by your support team.

Could you please comment specifically on this point?

This matter involves someone actually reviewing the case and confirming the reason for the account restriction.

Best regards,

Igor

Are you still kidding us?

You didn't answer a specific question

continuing to climb up the mirrors.

Yes, the account was initially disabled with the message "user is disabled" while I was still logged in. At that point, I contacted you to ask for an explanation, but received no response.

I was subsequently disconnected from my gaming account (logout) and when I tried to log back in, the message "user is disabled because of gambling addiction" appeared.

This is the point of the complaint that you are not providing explanations for.

Dear Igor

The casino continues to fail to address the real reason for the complaint, procrastinating with senseless arguments.

This situation is also stressing me out a lot because, despite the clear facts, the casino continues to maintain the same non-transparent behavior regarding the matter.

Continui a prenderci in giro?

Non hai risposto ad una domanda precisa

continuando ad arrampicarti sugli specchi.

Sì l'account inizialmente è stato disabilitato con il messaggio "user is disabled" quando ero ancora connesso al conto gioco. In quel momento vi ho contattato per chiedere spiegazioni senza ottenere una risposta.

Successivamente sono stato disconnesso dal conto gioco (logout) e provando ad accedervi usciva la notifica "user is disabled because gambling addicion".

È su questo il punto del reclamo su cui non stai fornendo spiegazioni.

Caro Igor

il casinò continua a non rispondere al reale motivo della contestazione tergiversando con argomentazioni prive di senso.

Questa situazione inoltre mi sta stressando molto perché nonostante i fatti siano chiari il casinò continua a mantenere lo stesso comportamento poco trasparente sulla vicenda.

Dear Leoca79,

I understand your concern, but please remain patient.

We are currently reviewing this case.

Best regards,

Igor

Dear Leoca79,

May I ask if you also have a screenshot from your account showing that you were unable to make a withdrawal?

So far, you’ve only posted a screenshot showing that your ability to deposit was restricted.

Best regards,

Igor

The withdrawals I made on September 20th, before the ban due to gambling issues, were cancelled by the casino when they reopened my gaming account, and I had to re-enter them.

They were subsequently lost.

I prelievi inseriti il 20 settembre prima del blocco per problematiche di gioco sono stati annullati dal casinò quando mi hanno riaperto il conto gioco e ho dovuto reinserirli nuovamente.

Successivamente sono andati persi.

I reiterate that before reopening my gaming account, I repeatedly requested payment for the three withdrawals made before the freeze and the remaining balance on my account. This was not done; in fact, they cancelled the withdrawals that should have already been paid by the casino.

I never said that the ability to make withdrawals while the account was open was limited (in fact, this is not the subject of the complaint), but I could not make them while the account was blocked, and for this reason I gave instructions via email for the payment of the remaining balance.

Regardless, the gaming account should NOT have been reopened given the notification received "user disabled because of gambling addiction".

Ribadisco che prima della riapertura del conto gioco avevo più volte chiesto di elaborare il pagamento dei tre prelievi inseriti prima del blocco e del restante saldo rimanente sul conto. Ciò non è stato fatto, anzi mi hanno annullato i prelievi che nel frattempo sarebbero dovuti essere già stati pagati dal casinò.

Non ho mai detto che era stata limitata la possibilità di inserire prelievi quando l'account era aperto (infatti non è questo l'oggetto del reclamo) ma non potevo inserirli quando il conto era bloccato e per questo ho dato disposizioni via mail per il pagamento del saldo rimasto.

A prescindere da questo il conto gioco NON doveva essere riaperto data la notifica ricevuta "user disabled because gambling addicion".

Hello everyone,

In the end, we have come to the following conclusion.

The player's screenshots showing that his account was restricted due to a gambling addiction (the pop-up message) cannot be considered as proof that he has a gambling problem. The message that appeared when the player tried to log in is not bulletproof evidence that the casino officially labeled him as a problem gambler. Later, the support most likely made an assumption based on the player’s screenshot without conducting a deeper investigation.

The support also told the player that this restriction might be due to him being marked as a problematic gambler in a sister casino. However, there is no mention of any such rule in the terms and conditions of these casinos stating that a gambling-related restriction in one casino automatically applies to another.

Throughout this entire time, the player never mentioned or indicated in communication with support that he had a gambling problem. Nor did he specifically state that he was self-excluded or marked as a problematic gambler in a sister casino — he only asked whether the system could detect such a connection.

Lastly, the player claimed that his withdrawal option was unavailable after the account was reopened, but he did not provide any evidence to support this.

Even though some questions were raised, after a more detailed investigation, there is not enough evidence for this complaint to remain open.

We advise the casino to be more careful with the messages displayed on their website and in their support communication to avoid future confusion and misunderstandings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I’m sorry we could not be of more help on this occasion. Please do not hesitate to contact us again if you encounter any issues with this or any other casino in the future.

Best regards,

Igor