Trino Casino - A conta do jogador foi encerrada e os ganhos confiscados.

Hello, I've been playing at trino since mid-November 2024 and I really enjoy it because everything has always worked perfectly. I was at VIP Level 6 and on March 28th I submitted a withdrawal of €400, on April 1st a withdrawal of €500 and on April 2nd a withdrawal of around €400. I don't know exactly because I can't log in anymore. And then I got an email saying that my winnings had been canceled and my account closed. I couldn't log in and then I wrote to Paul, he was my personal VIP manager and always a big help. He confirmed what was written in the email and said there was nothing he could do. And I don't know what I did wrong. I deny any accusations in this email. I haven't done anything wrong; everything was always great before, and I never complained when there were payout delays or when I lost several hundred euros. I think the casino wanted to get rid of me because I was on a lucky streak and had reached VIP level 6 out of 8 thanks to my high deposits. I can't explain it any other way. And confiscating all winnings is fraud; I also want my deposits from this period back. I'm so angry about it. Maybe you can help me.

Hallo, ich habe seit Mitte November 2024 bei trino gespielt und das sehr gerne da immer alles super funktioniert hat, ich war im VIP Level 6 und hatte am 28.3 eine Auszahlung von 400€ eingereicht am 1.4 eine Auszahlung von 500€ und am 2.4 eine Auszahlung von 400€ ca. Ich weiß es nicht genau da ich mich nicht mehr einloggen kann. Und dann kam eine Email, das meine Gewinne storniert wurden und mein Konto geschlossen wurde. Ich konnte mich nicht einloggen und schrieb dann Paul an, er war mein persönlicher VIP Manager und immer eine große Hilfe. Er bestätigte mir das was in der Email stand und meinte er könne nichts machen. Und ich weiß nicht was ich verkehrt gemacht haben soll. Ich weisse jegliche Anschuldigungen aus dieser Email von mir. Ich habe nichts falsch gemacht, davor war immer alles super und ich habe mich Weder beschwert wenn es Auszahlungsverzögerungen gab oder Ich mehrere hundert Euro verspielt habe Ich glaube weil ich gerade eine Glückssträhne hatte und mittlerweile durch meine hohen Einzahlungen im VIP Level 6 von 8 war wollte das Casino mich loswerden anders kann ich mir das nicht erklären. Und das alle Gewinne konfeziert werden ist Betrug, dann möchte ich meine Einzahlungen aus diesem Zeitraum auch zurück. Ich bin so sauer darüber. Vielleicht könnt ihr mir helfen.

Dear Michi10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account. To better understand your situation and assist you effectively, could you please provide us with the following details:

• Could you please specify the name of the bonus you played with?
• Could you kindly request the casino to send you your gaming history in Excel format, starting from the moment you activated the bonus you later allegedly abused by delaying rounds? Once you receive it, please forward it to me at veronika.f@casino.guru.

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

Best regards,

Veronika

Hello,

I think the bonus was a 100% casino bonus (I can't log in, so I don't see it), and because of my VIP level, I received an additional VIP bonus of €200. I gambled away the bonus money. All winnings were always made with real money, never with bonus money, because the wagering requirements are so high that I lost it all beforehand. And I can't play all the games with bonus money because they're blocked, and then there's the maximum bet of €5.

My bets with real money are sometimes over 5-20€ and all winnings from these are legal/// mine/// and should not be confiscated. Likewise, all winnings from games that can only be played with real money (games that are blocked with bonus money) should not be confiscated in my opinion either. That is PREDATORY and unfair.

And as for how I play, since I always jump back and forth between different games if something is taking too long, that doesn't mean that I've postponed game rounds. I'm not clairvoyant and don't know in advance whether I need 100 spins to win or 30 (I've already played over 100 spins with real money using a €2 stake without winning at all). I don't do that anymore, so I jump from game to game. And since I earned the winnings that I cashed out with my real money, nobody can tell me how I play. And nowhere does it say in the terms and conditions that I have to complete a certain amount or spins in real money mode in a game. So the casino didn't assess this correctly.

Especially since I also play in the live casino, and the winnings should actually be counted separately. And confiscating all the winnings is a disgrace, predatory, and unfair...

Deposit on March 28th was €200, I won €200, so nothing.

Because I frequently canceled withdrawals to avoid having to deposit again, a withdrawal of €400 appeared in the system on March 28th. This left €200 remaining from my previous winnings. This money was confiscated in its entirety. Why? This is predatory and unfair. If the casino adhered to its own terms and conditions, the money would have been paid out long ago.

On March 30, I deposited €100 and won €350 with real money. I cashed this out. It was confiscated. Why?

So you see, I actually only won €250 minus my stake, and that's simply being withheld. That's fraud.

And most recently, on April 1, I deposited €200 and won €600, but not with bonus money, as I had already lost it. So I canceled a withdrawal so I could play a little longer, and that money was also confiscated, which isn't right.

The seizure occurred on April 2nd after I made another withdrawal. So they should have only confiscated my last winnings, but why all of this? Predatory and unfair. Fraud.

I'm trying to ask Paul if he can send me the game progress, but I don't think he can help me since it's not in his area of expertise. We'll see.

Hallo,

der Bonus war glaube ich ein 100% Casino Bonus ( kann mich nicht einloggen, daher sehe ich es nicht) und aufgrund der VIP Stufe habe ich ein weiteren VIP Bonus erhalten von 200€. Die Bonusgelder wurden verspielt von mir. Alle Gewinne wurden immer mit Echtgeld erzielt nie mit Bonusgeldern da die Umsetzung dieser so hoch sind das ich schon vorher alles verspielt habe. Und Ich auch nicht alle Spiele mit bonusgeld spielen kann weil diese dann gesperrt sind und dann gibt es noch den maximal Einsatz von 5€.

Meine Einsätze Mit Echtgeld sind manchmal über 5- 20€ und alle Gewinne daraus sind rechtmäßig/// meine/// und dürften gar nicht ///beschlagnahmt ///werden können, genauso alle Gewinne aus Spielen die nur mit Echtgeld gespielt werden können (Spiele die mit bonusgeld gesperrt sind) dürfen meines Erachtens auch nicht konfeziert werden, das ist RÄUBERISCH und unfair.

Und zur Spielweise, da ich immer zwischen verschiedene Spiele hin und her springe wenn mir etwas zu lange dauert, heißt das nicht das ich Spielrunden verschoben habe, ich bin ja kein Hellseher und weiß nicht vorher ob ich 100 spins brauche für ein Gewinn oder 30 , (ich habe schon mit 2€ Einsatz Echtgeld über 100 spins gespielt ohne jeglichen Gewinn) mache ich nicht mehr, daher hüpfe ich von Spiel zu Spiel. Und da ich mit meinem Echtgeld die Gewinne die ich auszahlen lassen habe erzielt habe kann mir ja keiner vorschreiben wie ich spiele. Und es steht auch nirgends in den AGBs das Ich eine bestimmte Summe oder spins im Echtgeld Modus in einem Spiel absolvieren muss. Also nicht korrekt vom Casino eingeschätzt.

Zu Mal ich ja auch im live Casino Spiele und die Gewinne ja eigentlich sepperat gezählt werden sollten. Und alle Gewinne zu konfezieren Ist eine Frechheit, Räuberisch und unfair...

Einzahlung am 28.3 waren 200€ , gewonnen habe ich 200€ , also Nichts.

Da ich öfters Auszahlungen storniert habe um nicht immer wieder einzuzahlen stand eine Auszahlung von 400€ am 28.3 im System. Also noch übrige 200€ aus vorherigen Gewinn.Dieses Geld wurde komplett konfeziert, warum? Dies ist rauberisch und unfair. Würde das Casino sich selbst an seine AGB halten hätte das Geld schon längst ausgezahlt sein müssen.

Am 30.3 Habe ich 100€ eingezahlt, gewonnen mit Echtgeld 350€ . Diese in Auszahlung gegeben. Wurde konfeziert. Warum?

Sie sehen also das ich eigentlich nur 250€ abzüglich meines Einsatzes gewonnen habe und das wird einfach einbehalten. Das ist Betrug.

Und zuletzt habe ich am 1.4 200€ eingezahlt und 600€ gewonnen, aber nicht mit Bonus Geld, da ich dieses ja verspielt habe. Daher habe ich eine Auszahlung storniert um noch etwas länger spielen zu können und dieses Geld wurde auch konfeziert und das ist nicht in Ordnung.

Die beschlagnahme erfolgte am 2.4 nachdem ich eine weitere Auszahlung vorgenommen habe. Also hätten die auch nur den letzten Gewinn Beschlagnahmen aber warum alles. Rauberisch und unfair. Betrug

Ich Versuche Paul zu fragen ob er mir den Spielverlauf zukommen lassen kann, denke aber weil es nicht in seinem Arbeitsbereich fehlt das er mir nicht helfen kann. Wir werden sehen.

Thank you for your response and for sending over the email with your game history. Could you also please let me know if you discussed the issue with the delayed game rounds in more detail with the casino’s customer support? If so, I’d really appreciate it if you could forward that conversation to me at veronika.f@casino.guru.

There was no contact with customer service. Only a notification about the blocking and confiscation of winnings.

Es gab kein Gespräch mit dem Kundendienst. Nur die Mitteilung über die Sperrung und beschlagnahme der Gewinne.

Have you received the gaming history in PDF format, or did you save it in PDF instead of Excel? Could you please forward me the entire email you received from the casino after you requested your game log to be sent?

I had already sent this to you, but I would be happy to send it again

Das hatte ich ihnen schon gesendet, aber gerne noch Mal

Thank you very much, Michi10, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.

Thank you very much

Dankeschön

Hello, are you still working on it?

Hallo, arbeiten sie noch daran?

Hello Michi10,

I'm sorry to hear about your troubles, and I also apologize for the delay in my response — I am currently traveling to participate in an international conference.

I would like to invite the casino representative to join this case:

Dear Casino Representative,

Could you please review the situation and explain to us what happened?

Dear Matej,

It’s nice to meet you, and thank you for your attention to this matter.

The situation is quite straightforward: the player’s account was blocked for delaying game rounds while playing with an active bonus. The player was informed of the reason via email on April 2nd.

When registering at our casino, every player agrees to abide by our Terms and Conditions. Specifically, our Bonus Terms clearly state in point 12:

12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirements and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.

Upon reviewing the player’s gameplay, our risk department detected a clear violation of this rule. As a result, the player’s winnings were voided, and the account was permanently closed without the right to reopen.

As far as I can see, you should have already received the player’s bet history where the violation is visible. However, to ensure full clarity, our VIP Manager has re-sent you the original document containing the player’s bet history along with the explanation, showing the delayed rounds.

If you require any additional information, further explanation, or any assistance from our side, please do not hesitate to let us know here or reply directly to our VIP Manager. We are happy to assist and are looking forward to a fast resolution.

Thank you once again for your cooperation.

Dear Michi10

We are truly sorry for your recent experience, and we understand that this outcome is far from what you were hoping for. However, please understand that the terms and conditions we have in place are designed to ensure fair play for all our players, and we expect everyone to adhere to them.

While voiding a player’s winnings is never an easy decision, in this case, your actions were in violation of the established rules, which led to the decision made by our risk department.

We appreciate the time you’ve spent with us, but as always, rules are rules.

Best regards,

Trino Casino Team

I do not accept this. I would like my deposits back

Das akzeptiere ich nicht. Dann möchte ich meine Einzahlungen zurück

Dear Michi10 and Trino Casino Team,

I have reviewed the evidence provided by Trino Casino, and it is evident that on April 1st, after using all bonus funds, Michi10 activated the accumulated progression on games that had been built up using bonus money. This constitutes a clear violation of the Terms and Conditions.

However, I would like to note that I only had access to the game logs from March 25th to April 2nd. These logs include a withdrawal, but I cannot determine how the winnings were accumulated. If they were obtained using the same tactic as shown in the evidence provided by the casino, then I believe Michi10 is not entitled to a refund.

On the other hand, if the previous winnings were the result of regular gameplay, the casino should not confiscate them. Only the funds gained through bonus abuse should be subject to confiscation.

Dear Trino Casino Team,

Could you please provide clarification regarding the gameplay prior to March 25th?

All winnings generated from games that cannot be played with bonus money and all winnings over €5 (which is not possible with bonus money) must be paid out in any case.

Alle Gewinne die aus spielen erzeugt wurden die mit bonusgeld gar nicht gespielt werden können und alle Gewinne die über 5€ liegen (was mit bonusgeld nicht möglich ist) sind in jedem Fall auszuzahlen.

Dear Matej,

Thank you for sharing your thoughts. We have provided the file with the extended player’s game history via email.

Dear Michi10,

The casino has provided a detailed game log, which clearly shows that the abusive pattern they described began quite some time ago.

Unfortunately, in this case, the casino is within its rights to confiscate the winnings, as they originated from repeatedly triggered bonus rounds that were funded by bonus money. This type of gameplay is prohibited by virtually all online casinos.

I strongly advise you to avoid using bonus-feature games in this way while playing with bonus funds in the future.

Dear Trino Casino Team, thank you for the clarification.

I still want my deposited money back, and that's it. If I pay money for something and then have my winnings taken away, I have to pay back the deposited amount, and that's it.

Ich möchte trotzdem meine eingezahlten Beträge zurück und fertig. Wenn ich ein Geld für eine Sache bezahle und dann den Gewinn weggenommen bekomme Ist der eingezahlte Betrag zurück zu zahlen und fertig.

Dear Michi10,

If a casino were to return deposits to players who abuse bonuses, what would stop them from doing it again—or trying the same approach at a different casino? It doesn’t work that way, and I’m sorry, but we can’t assist you in this case.

You’re free to contact the casino’s regulator if you wish, although in this situation, I believe the regulator would likely reach the same conclusion.

You can see it however you want, it's pretty bad when a deposit has to be wagered three times and the terms and conditions are written entirely in favor of the casino. But whatever. Close the request. I won't play at these casinos anymore anyway, no matter how often I get bonus offers or get called a thousand times. Do what you want, you do what you want anyway. But that's not fair.

Sie können das sehen wie sie wollen, es ist schon arg wenn eine Einzahlung 3 Mal umgesetzt werden muss und die AGBs gänzlich zu Gunsten des Casinos geschrieben werden, Aber egal. Schließen sie die Anfrage, Ich spiele bei solchen Casinos eh nicht mehr, egal wie oft Ich irgendwelche Bonusangebote bekomme oder 1000 Mal angerufen werde. Macht was ihr wollt, ihr macht Ja eh was ihr wollt. Aber fair Ist das nicht

Dear Michi10,

Thank you for the confirmation.

I am closing this complaint as rejected.

Unfortunately, in this case, the casino is within its rights to confiscate the winnings, as they originated from repeatedly triggered bonus rounds that were funded by bonus money. This type of gameplay is prohibited by virtually all online casinos.