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I was playing with real money as normal until I reached the amount of 50 coins that could be exchanged for 30BRL in the casino store.

The 30 BRL acquired generated a rellover heat that was earned by playing and the resource became real balance.

In view of the above, I made a withdrawal of 247 BRL and 200 BRL remained in the account to play with in the future.

However, I received an e-mail informing me that I had exceeded the amount in BRL that the bonus limited and that all my funds had been lost.

Now, if I had a real balance and I bought and later acquired the bonus in the store, I should have considered the maximum withdrawal value of the bonus plus my real balance!

Not disappear with the entire amount and make it impossible to win or later play the amount.

I would like to have the amounts refunded, especially considering that I already had the real amount in my account before purchasing the bonus.

Estava jogando com dinheiro real normalmente até atingir o montante de 50 coins que pode ser trocado por 30BRL na loja do cassino.

Os 30 BRL adquiridos gerou um calor de rellover que foi conquistado jogando e o recurso virou saldo real.

Diante do exposto, fiz um saque de 247 BRL e ficou 200 BRL na conta para jogar futuramente.

Entretanto, recebo um e-mail informando que ultrapassei o valor em BRL que o bônus limitava e tive todo o recurso extraviado.

Ora! Se eu tinha saldo real e adquiri e posteriormente adquiri o bônus na loja, deveria ter considerado o valor máximo de saque do bônus mais meu saldo real!

Não sumir com todo o montante e impossibilitar de ter ganhos ou posteriormente jogar o valor.

Gostaria de ter os valores ressarcidos, principalmente considerando que já tinha o valor real em conta antes de adquirir o bônus.



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Dear ADRIELDOMINGOS,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Trino Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link for the bonus you are referring to?
• 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.

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

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

Here's the link to the bonus.

https://trinocasino1.co/pt/shop/money

Regarding conversations, I was only informed that I exceeded the bonus withdrawal amount. As mentioned, I had a real balance of 360 BRL before I acquired the bonus of 50 coins = 30 BRL the bonus.

Segue link do bônus.

https://trinocasino1.co/pt/shop/money

Em relação a conversas, apenas fui informado que ultrapassei o valor de saque do bônus. Conforme mencionado, eu tinha saldo real de 360 BRL antes de adquirir o bônus de 50 moedas = 30 BRL o bônus.

Dear ADRIELDOMINGOS

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello ADRIELDOMINGOS,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Trino Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What was the reasoning behind your decision? In case there is any additional evidence pertaining to this case, please let me know at martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru team,

Dear Player,

Thank you for your patience while we reviewed this case in detail.

After conducting a full internal audit, we would like to provide the following clarification regarding the transaction and the applied bonus rules.

The bonus purchased in the Shop section (50 coins = 30 BRL) is a bonus with predefined Terms and Conditions, including a maximum withdrawal limit. These rules are clearly displayed in the bonus description before the player confirms the purchase.

In this case, the player mixed the real-money balance with the bonus balance and subsequently completed the wagering of the 30 BRL bonus.

However, even after wagering, the maximum withdrawal limit defined for this specific bonus remained in force, as stated in the bonus rules.

Once the system detected that the total accumulated amount (real + bonus-derived winnings) exceeded the maximum withdrawal cap allowed for this bonus, the balance was adjusted automatically, in accordance with the Terms and Conditions accepted at the moment of purchasing the bonus.

We have verified the logs and confirm that:

the bonus terms were applied correctly,

the withdrawal limit was enforced according to the rules of the purchased bonus,

the deduction performed by the system was accurate and compliant with the bonus policy.

We remain available for any additional clarifications if needed.

Kind regards,

Trino Casino Team

Dear casino representative,

thank you for your response.

To clarify our train of thought, by accepting the bonus, the player actually placed a withdrawal cap on his own real balance. This does not seem like a fair or standard application of bonus rules. Especially since, as far as we know, the player didn't gain any real advantage by mixing real funds with the bonus. Also, can you please supply us with the exact terms and conditions shown to the player in the bonus store? Are these different from your regular bonus terms?

Dear Martin,

Dear ADRIELDOMINGOS,

Thank you for your message.

The bonus in question includes a maximum withdrawal cap, and the system applied the terms as outlined in the bonus description.

However, after a detailed review of the case and the balance movements, we have decided to restore the deducted amount to the player’s account.

Please notify us here once the funds have been received.

Kind regards,

Trino Casino Team

Okay, I'll let you know.

Thank you very much for the refund, I would like to know if I can withdraw the refunded amount or will there be a limit again?

Attn,

Adriel

Ok, irei informar.

Muito obrigado pelo estorno, gostaria de saber se o valor restituído posso sacar ou haverá limite novamente?

Att.,

Adriel

Hello,

Nothing yet, I look forward to it. Cheers to everyone involved!

Olá,

Ainda nada, fico no aguardo. Abraço a todos envolvidos!

Dear casino representative,

thank you for your assistance in this matter and for restoring the player's balance. As per the player's question, are these funds now available for withdrawal?

Dear ADRIELDOMINGOS,

thank you for your continued cooperation. Please let us know when you receive your funds.

Hello,

Still no balance. I'm still waiting.

Olá,

Ainda nada de saldo. Continuo no aguardo.

Thank you for your updates.

At the moment, our team is still finalizing the settlement of the player’s funds with the payment provider. This stage is part of a standard financial procedure, and in certain cases it may require additional time before the balance becomes fully available in the player’s account.

We are monitoring the process closely.

As soon as the balance reaches the player’s account, it will be immediately available for withdrawal, without any limitations.

We will provide an update here once the funds are successfully received.

Thank you for your patience and cooperation.

Trino Casino Team

Hello to everyone involved,

The money appeared in Trino's account, I used part of it and withdrew another. Now the withdrawal is on hold. I'll let you know as soon as the funds are credited to my current account.

Attn,

Adriel

Olá a todos envolvidos,

O recurso apareceu na conta do Trino, utilizei uma parte e saquei outra. Agora está em espera o saque. Assim que for creditado os fundos em minha conta corrente aviso os senhores.

Att.,

Adriel

Dear ADRIELDOMINGOS,

thank you for the update, please let us know when the funds are credited.

Good afternoon to all involved,

The withdrawal via pix has been pending since the 7th.

We have been waiting for three days for the funds to be sent to the linked current account.

Attn,

Adriel

Boa tarde a todos envolvidos,

Está desde dia 07 pendente o saque via pix.

Aguardando à três dias o efetivo envio dos recursos para conta corrente vinculada.

Att.,

Adriel

Dear ADRIELDOMINGOS,

thank you for letting us know.

Dear casino representative,

thank you for your continued cooperation. We will be awaiting the mentioned confirmation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ADRIELDOMINGOS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin