Trino Casino - プレイヤーが賞金を受け取れずにいます。

Hello, Trinocasino has been withholding my funds for quite some time now, they've asked for a screenshot of my bank IBAN (given) my card details with some numbers covered (given) and proof of address (given).

I've also filled out all my account details. There is no reason to be holding this money and I have given them all they've asked for, talked to live chat two or three times, and they asked me to email my details through, which I did. I believe the casino is legitimate, but I have fallen through the cracks due to the relatively small amount of money I want to withdraw.

Please help!

Dear Hayden371,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Hayden371,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Nick,

No, the withdraw has not been successful and I have not received any new developments.

They sent multiple copies of the same email asking for the information I have already provided, promising this will "speed up the process". They'd previously promised to get it to me within 5 days, which has obviously been passed long ago.

Thank you Hayden371 for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Hayden371,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Nick and Jana,

Thank you very much for your help. As I provided a lot of initial documents I hope they have been passed on to Trino casino. They know my IBAN, and everything else needed to send me the money, yet I have fallen through the radar. It will be good to hopefully see closure!

Dear Hayden371,

Thank you for bringing up your concerns. Please note that, in accordance with our Terms and Conditions, your account must be fully KYC verified before we can proceed with any withdrawals. Our team has previously contacted you via email regarding this, reminding you that we still require a screenshot of your personal online banking to complete the verification process.

Unfortunately, the document you submitted earlier cannot be accepted, as it does not contain the necessary information. Our team has sent multiple email notifications, outlining what details must be visible on the screenshot in order for it to be approved. According to our system, the latest reminder was sent on April 18, and an additional clarification has just been sent to you again to provide even more guidance.

Until your account is fully verified, we are unfortunately unable to proceed with your withdrawal. We kindly ask you to submit the correct document to our KYC team at kyc@trinocasino.com. Once received, the team will review and verify your account as soon as possible. After successful verification, your withdrawal will be processed.  

Dear Jana,

It’s nice to meet you, and thank you for assisting with this case. If any additional information or supporting documents regarding the above-mentioned points are needed from our side, please let us know along with your email address, and we’ll be happy to provide everything required.

Thanks!

Best regards,

Trino Casino Team

Dear Hayden371,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification. As the casino mentioned earlier in the conversation, please upload a screenshot of your personal online banking. Once you upload necessary documents, please let me know.

Also, proof of address in case the casino responds claiming I haven't sent that too

Dear Trino Casino representative,

could you please specify which steps should a player follow in order to pass the KYC verification? Could you please provide us with the detailed information that needs to be displayed in verification documents. If there´s anything you want to share, don´t hesitate to contact me directly at jana.k@casino.guru