Complaint Against Trino Casino — 111 Dead Spins and Lowered RTP
Subject: Violations of fair gaming principles, slot malfunctions, and possible RTP manipulation at Trino Casino
Dear representatives of [Curacao Gaming Authority / LCB / Casino Guru],
I am submitting this complaint against Trino Casino, operating under a Curaçao license, due to severe violations of technical stability, refusal to provide verifiable data, and clear signs of a reduced actual RTP (Return to Player).
. Incident Description
On October 29, 2025, during a gaming session (Chat ID — 19057420), there was a sequence of 111 consecutive dead spins without any return. The session also experienced game crashes, freezes, and bonus round resets.
Despite providing screenshots and detailed inquiries, the casino’s support team responded only with generic statements such as:
“It all depends on luck.”
“The displayed RTP is the real one.”
“Casinos are meant for entertainment and fun.”
These responses ignored the technical nature of the issue, dismissing it as bad luck — while the evidence indicates system instability and a likely configuration with a reduced RTP setting.
Suspected RTP Manipulation
The casino support claimed that RTP “cannot be adjusted manually” and is “set by the provider.” However, this statement is misleading and contradicts the technical documentation of major game developers (Pragmatic Play, NetEnt, Play’n GO, etc.).
In practice, it is the casino operator who selects which RTP configuration will be activated — typically choosing from several available versions (e.g., 96%, 94%, 91%). The operator bears full responsibility for this choice and for ensuring transparency toward players.
During this session, 52 spins produced only €0.70, while the total number of dead spins reached 111 — a result that strongly suggests the actual RTP was far below the advertised value.
Technical Failures and Lack of Transparency
The casino failed to provide server session logs or any confirmation of connection stability.
No evidence was presented proving that the active RTP configuration matched the declared 96%.
The communication shows a refusal to disclose technical information and an intentional conflation of “malfunction” with “bad luck.”
This behavior constitutes a violation of the basic principles of fairness and transparency required under the Curaçao license framework.
Conduct an independent audit of the gaming session recorded on October 29, 2025 (Chat ID 19057420).
Verify the actual RTP configuration of the slot where 111 dead spins occurred.
Determine whether a lower RTP version was in effect at the time.
Require the operator to publicly disclose the configuration details and provide an official audit report.
The Trino Casino case illustrates the lack of real regulatory oversight within the Curaçao system, where operators can freely deploy lower-RTP configurations and disguise technical issues as “luck.”
111 consecutive dead spins cannot reasonably be considered random — they indicate a distorted or improperly functioning gaming process.
I request that you conduct a full investigation, obtain data directly from the game provider (Pragmatic Play or another involved supplier), and compel Trino Casino to disclose the configuration of the specific game version used.
When Casino Support Turns into a Security Theater
Igor Glukhikh
Recently, I had a chat with a support assistant from Trino Casino — a representative named Gus.
I asked a simple question:
“Why did I get 125 dead spins in a row in your slot that claims to have around 96% RTP?”
The answers were telling.
First came the standard phrases:
“The provider sets the RTP; we cannot influence it.”
“Please check the game rules.”
Then came the promise:
“I’ll forward your request to our team. You’ll receive an email today or tomorrow.”
When I asked which email address was linked to my account, the operator replied:
“Unfortunately, I can’t share that information in chat due to security reasons.”
And immediately added:
“But you can tell me your email address here so I can identify your account.”
So — I’m allowed to disclose personal data,
but the casino is allowed not to confirm receiving it.
What This Means in Practice
This isn’t just negligence.
It’s part of a systemic pattern:
complaints are not officially registered;
responsibility is blurred;
“security” is used as a shield to avoid giving any real answers.
The Problem Isn’t One Operator
Trino Casino is just an example.
Many brands hide behind the same phrase — “we’ve forwarded your case to our team.”
In reality, it creates an information vacuum where players receive:
no confirmation of complaint submission,
no investigation status,
no answer about the actual RTP of the game.
A Question to the Industry
If online casinos are truly confident in their fairness,
why does a simple question about real RTP turn into a maze of evasions and “team escalations”?
Why can support freely accept deposits from my verified account,
but can’t even confirm the email address linked to it?
This dialogue is not an exception — it’s a symptom of an industry
where “security” has become a tool for concealment,
and “support” — a tool for delay.