Trino Casino - Τα κέρδη cashback του παίκτη περιορίστηκαν.

Its a fraud.

At the casino am at level 3. At this level they give you 6% cash back of your total losses per week. Yesterday i had 13.71 bonus money from the cash back. I choose to play the slot Peppes Peperoni Pizza Plaza and i won the scatter games. In the free spins i won 3000 but i had to wagger the amount (13.71 x 30 which means 411.3) . I completed the mission and i contacted them and informed them that i won with the cash back money and to inform me how i can withdrawal. They told me that i could cash out the whole amount ( 500 per transaction and 1500 per day). I proceed to withdrawal 1500. Today when i logged in my acount my balance was 13.71. After the conversation we had they told me that at the cash back only the amount they gave me i was able to withdrawal so 3000 was take out of my balance. And i was asking them why you have the ridiculous bonuses and cashback if you are not going to pay your players. I want everyone to know that they are a big FRAUD. I was enjoying my time at this casino but no more after this.

Dear Panagiotisandr,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Trino Casino.

I checked the rules of the VIP cashback rules and found this: https://trinocasino.io/el-gr/promo/item/vip-cashback

13. The maximum amount of cashback that can be paid to a player cannot exceed 1x the amount of cashback earned. If this limit is exceeded, the excess cashback balance will be deducted.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory, only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Tomas

Dear Panagiotisandr,

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,
Tomas
Casino.Guru