Get in Touch with the Trino Team

Trino’s customer support team is staffed 24 hours a day, seven days a week. Whether the question concerns a bonus wagering requirement, a payment delay, account verification or a technical problem, our agents are trained to resolve it quickly. Live chat is the fastest channel, with human agents connecting in under a minute at any hour.

Support Channels at a Glance

Live Chat

Live chat is the primary support channel at Trino and the best choice for anything time-sensitive. The chat icon sits in the bottom-right corner of every page on trinoslots.com. Click or tap it, enter a brief description of your query, and a human agent will join the conversation. There is no automated queue system that delays access to a real person. Live chat is available in the same form through the mobile browser and the installed PWA.

Email Support

For queries that require document attachments, detailed explanations or a written record of the exchange, email [email protected]. Include your registered email address and a clear description of the issue in your message. The support team responds within a few hours in most cases. Document-heavy requests such as KYC verification or formal complaints may take slightly longer depending on the volume of information provided.

Common Reasons to Contact Us

Most player inquiries fall into a handful of categories, and our agents handle each one daily.

Verification and KYC: Before your first withdrawal, Trino requires identity documents - a government-issued photo ID and proof of address dated within the last three months. Upload these through the Verification section in your account, or email them to [email protected] if you encounter any difficulty.

Payment delays: Withdrawal processing times vary by method. E-wallet withdrawals (Skrill, MiFinity) complete in 0 to 24 hours. Bank transfers take three to five business days. If your withdrawal sits outside these windows, contact live chat with your transaction reference number and the team can investigate immediately.

Bonus and wagering queries: If you are unsure which games contribute to your current bonus wagering requirement, which titles are excluded, or why a bet was voided while a bonus was active, live chat can pull up your account in real time and explain exactly what happened.

Technical issues: Game loading errors, display problems or unexpected logouts are best reported via live chat with your device type and browser noted. Our agents can escalate technical matters to the platform team if needed.

What to Have Ready Before Contacting Us

Resolving your query faster requires a few pieces of information. Have your registered email address to hand, as this is how agents verify your account. For payment matters, note the transaction amount, payment method and approximate date. For bonus queries, name the specific promotion and the game you were playing when the issue occurred. For verification matters, have your ID documents accessible in an appropriate file format (JPG, PNG or PDF).

VIP and High-Value Player Support

Players at Level 9 and above in the Trino 26-tier loyalty program have a dedicated VIP manager assigned to their account. Your VIP manager can be reached directly through live chat (ask to be connected to your dedicated manager) or via the email address provided when your VIP status was confirmed. The VIP manager handles escalated complaints, withdrawal queries and personalised promotional discussions on your behalf.

Raising a Formal Complaint

If a live chat or email interaction does not resolve your concern to your satisfaction, you can submit a formal complaint by emailing [email protected] with the subject line “Formal Complaint.” Our team will acknowledge receipt within 24 hours and provide a substantive response within five business days. If the complaint cannot be resolved at operator level, it may be escalated to the Curacao Gaming Authority, the body that issued Trino’s licence OGL/2024/112/0974, for independent review.