The Complaint Resolution Process

Start inside the operator: open a ticket with Trino's own support team through the live chat or the help e-mail they publish in the account area, and give them 10 working days to respond. If that does not resolve the issue, escalate to an independent alternative dispute resolution body — IBAS (ibas-uk.com) is the one most UK players use. The UK Gambling Commission does not resolve individual disputes but will investigate licensing breaches and keeps a record of complaints at gamblingcommission.gov.uk.

We cannot force Trino to reverse a decision — we do not hold your account or your funds. What we can do is check whether the operator's current terms match the ones in play when you signed up, flag any wording that looks ambiguous, and point you to the right mediator. If a pattern of complaints emerges around a specific bonus, we will update the relevant review on this site so the next reader knows.

Have the following ready before you write to anyone: your Trino username (not the password), the date and amount of the transaction in question, screenshots of the terms as they appeared when you deposited or claimed a bonus, and any support-chat transcripts. Keep a timeline — a one-line log of each contact and the response date makes escalation to IBAS or UKGC significantly faster.