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Payout at Trino Casino pending for weeks

Dear Casino Guru Team,

I am contacting you because I am having significant problems with my withdrawal at Trino Casino.

On March 30, 2025, I requested a withdrawal of EUR 1,500. My account is fully verified and meets all requirements. Since then, the withdrawal has been in the "Pending" status – without any processing.

In addition, I have a balance of over EUR 10,000 on my player account, which is also secured. Here, too, support simply states that the finance department has "a lot to do," without providing any specific information or a binding processing time.

According to the casino's own information, the processing time for withdrawals is usually 1-7 hours (on working days).

In my case, over 7 working days have passed.

I contacted support several times, and was repeatedly told that the system was "highly utilized," without the status changing.

I hereby politely but firmly request Trino Casino to process my withdrawal promptly and provide me with written confirmation.

I am of course available to answer any questions you may have at any time.

Best regards

David G***

Auszahlung bei Trino Casino seit Wochen ausstehend

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie, da ich bei Trino Casino erhebliche Probleme mit meiner Auszahlung habe.

Am 30.03.2025 habe ich eine Auszahlung in Höhe von 1.500 EUR beantragt. Mein Account ist vollständig verifiziert und erfüllt sämtliche Bedingungen. Seitdem befindet sich die Auszahlung im Status "Pending" – ohne, dass eine Bearbeitung erfolgt ist.

Zusätzlich habe ich auf meinem Spielerkonto einen Kontostand von über 10.000 EUR, der ebenfalls gesichert ist. Auch hier verweist der Support lediglich darauf, dass die Finanzabteilung "viel zu tun" habe, ohne konkrete Informationen oder eine verbindliche Bearbeitungszeit zu nennen.

Laut den eigenen Angaben des Casinos beträgt die Bearbeitungszeit für Auszahlungen üblicherweise 1–7 Stunden (an Werktagen).

In meinen Fall sind mittlerweile über 7 Werktage vergangen.

Ich habe den Support mehrfach kontaktiert, immer wieder wurde ich auf "hohe Auslastung" vertröstet, ohne dass sich am Status etwas geändert hätte.

Ich fordere Trino Casino hiermit höflich, aber nachdrücklich auf, meine Auszahlung umgehend zu bearbeiten und mir eine schriftliche Bestätigung zukommen zu lassen.

Für Rückfragen stehe ich selbstverständlich jederzeit zur Verfügung.

Mit freundlichen Grüßen

David G***

Dear Onket,

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your feedback.

I have taken note of your comments regarding the processing time and will, of course, continue to be cooperative and patient.

However, I would like to politely point out that one of the withdrawals was requested more than 10 days ago and there are no outstanding checks or queries pending.

I will therefore gladly wait the full 14 days.

I ask that you keep the complaint open until either the payment is made or further steps are necessary.

Thank you for your support!

Vielen Dank für Ihre Rückmeldung.

Ich habe Ihre Hinweise zur Bearbeitungsdauer zur Kenntnis genommen und werde selbstverständlich weiterhin kooperativ bleiben und Geduld aufbringen.

Dennoch möchte ich höflich darauf hinweisen, dass eine der Auszahlungen bereits vor über 10 Tagen beantragt wurde und auch keine außergewöhnlichen Überprüfungen oder Rückfragen mehr offen sind.

Ich werde daher gerne die vollen 14 Tage abwarten.

Ich bitte darum, die Beschwerde weiterhin offen zu halten, bis entweder die Auszahlung erfolgt oder weitere Schritte notwendig sind.

Vielen Dank für Ihre Unterstützung!

Thank you for your reply, Onket. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hello dear Casino Guru Team,

Thank you for your feedback and support.

I would like to inform you that I received my first withdrawal of €500 on April 8, 2025. However, a fee of €10 was deducted from this withdrawal by the payment service provider.

Since this is a SEPA transfer, which should not normally incur any fees, I consider this deduction to be unjustified.

I will continue to remain patient and await the next steps. Nevertheless, I wanted to share this new information with you, as it may be relevant to the ongoing complaint.

Thank you again for your support!

Best regards

David G***

Hallo liebes Casino Guru Team,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung.

Ich möchte Sie darüber informieren, dass ich am 08.04.2025 eine erste Auszahlung in Höhe von 500 € erhalten habe. Allerdings wurde mir bei dieser Auszahlung eine Gebühr in Höhe von 10 € vom Zahlungsdienstleister abgezogen.

Da es sich um eine SEPA-Überweisung handelt, bei der normalerweise keine Gebühren anfallen sollten, sehe ich diesen Abzug als nicht gerechtfertigt an.

Ich werde weiterhin geduldig bleiben und die nächsten Schritte abwarten. Trotzdem wollte ich diese neue Information mit Ihnen teilen, da sie im Rahmen der laufenden Beschwerde möglicherweise relevant sein könnte.

Vielen Dank nochmals für Ihre Unterstützung!

Beste Grüße

David G***

Hello dear Casino Guru Team,

I would like to give you another update on my case.

The casino has since informed me that my gaming session has been forwarded to the provider for verification and that additional checks are being carried out.

According to the casino, this process can take between 3 and 14 business days.

I continue to cooperate fully and will wait for the deadline to expire. However, I would like to maintain the ongoing complaint, as the payout process has already been significantly delayed.

I will, of course, continue to keep you updated on all developments.

Thank you for your support and commitment!

Best regards

David G***

Hallo liebes Casino Guru Team,

ich möchte Ihnen ein weiteres Update zu meinem Fall geben.

Das Casino hat mir inzwischen mitgeteilt, dass meine Spielsession zur Überprüfung an den Provider weitergeleitet wurde und dass zusätzliche Überprüfungen erfolgen.

Laut Aussage des Casinos kann dieser Prozess zwischen 3 und 14 Werktagen dauern.

Ich kooperiere weiterhin vollständig und werde die Frist abwarten. Dennoch möchte ich die laufende Beschwerde weiterhin aufrechterhalten, da sich der Auszahlungsvorgang bereits erheblich verzögert hat.

Ich halte Sie selbstverständlich weiterhin über alle Entwicklungen auf dem Laufenden.

Vielen Dank für Ihre Unterstützung und Ihren Einsatz!

Mit freundlichen Grüßen

David G***

Thank you for your reply, Onket. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Could you please clarify when the investigation of your gaming session began?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear David,

We appreciate you taking the time to share your concerns. It’s important to us to clarify the situation and maintain transparency throughout the process.

According to our records, your payouts are being processed as expected. Most recently, the last two successful withdrawals were processed on April 18th (Friday) and April 21st (yesterday), and the next withdrawal is scheduled to be processed tomorrow. Initially, there was a slight delay due to a game session review conducted by the provider, but you were informed of this review and advised of the expected processing timeframe required for its completion.

Regarding the 10 EUR transaction fee you mentioned — we want to assure you that Trino Casino does not charge any withdrawal fees. Moreover, we cover all the applicable processing commissions on our side. Our manager had previously requested bank statements to investigate this further and after reviewing them, it was confirmed that the full amount of 500 EUR was sent from our side. This suggests that the fee is being applied by your bank, not by Trino Casino. Our manager explained this and assisted you on the matter back on April 10th.

We’re glad to see that your payouts are coming through and you remain in contact with our team. If you have any further questions, feel free to reach out.

Dear Kristina

Thank you for your attention to this matter and assisting in resolving this situation. It’s nice to meet you.

If there’s anything else needed from our side, please feel free to ask in this thread or contact our manager via email at paul_vip@trinocasino.com. We’ll be happy to provide any assistance required.

Best Regards,

Trino Casino Team

All right - I know my stuff!

Yes, the payouts are in process. But at this rate, Trino Casino is absolutely unable to meet its monthly limit of €10,000. Since the month is up in 10 days, and only 30% of my money has been transferred.

I still thank you very much for your support. I'll keep you updated!

All love,

David G.

Alles klar - kenn mich aus!

ja die Auszahlungen laufen. Aber in dieser Geschwindigkeit ist es Trino Casino keinesfalls möglich, ihr monatliches Limit von 10.000 Euro einzuhalten. Da in 10 Tagen das Monat um ist und gerade einmal 30% meines Geldes überwiesen worden sind.

ich danke euch trotzdem herzlichst , für eure Unterstützung. Ich halte euch am laufenden!

Alles Liebe,

David G.

Hello everyone,

Thank you both for your replies.

Onket, has there been any news?

It's all very tedious. For exactly one month, I've only received €4,000 in increments of €500, with a constant pending status. So, there was always a payout pending. Getting your money here requires a lot of patience. I don't know how you could ever reach the €10,000 monthly limit.

Thank you for your help

Alles sehr mühsam. Seit genau einem Monat sind gerade mal 4000 euro in 500er Schritten eingetroffen, bei einem durchgehenden , ausstehenden Status. Also es war immer eine Auszahlung ausstehend. Um hier sein Geld zu bekommen, braucht man echt Geduld. Also ich weiß nicht wie man jemals das Limit von 10.000 Euro im Monat erreichen könnte.

Danke für eure Hilfe

Thank you very much, Onket, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Onket,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

Can you please let me know how you stand with your withdrawals at this moment?

Dear Onket,

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,
Martina
Casino.Guru