Trips Casino - 플레이어의 실제 돈은 압수되었습니다.

Ive had 500 euro of my real money taken from my casino account with trips casino !

I had 500 euro real money no restrictions and withdrawable. I then reached level 4 VIP status so 75 euro was automatically added to my account without my knowledge I then realised and was told there is a restriction of 1500 euro limit to withdraw from this bonus so i played down to 2000 euro that left my 500 euro real money already in my account and 1500 I was allowed to withdraw from the bonus, my 500 euro real money has been taken and they only allowed me to with 1500 as they said the restrictions apply to my real money when they automatically added the bonus so I wasn't given a chance to withdraw my 500 euro before playing the bonus

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Trips Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• After your account was credited with a 75€ bonus, did your balance drop under 500€ at any point?
• Have you completed the wagering requirement of the loyalty bonus?
• Was your real money and bonus money balance displayed separately?
• Have you requested a game history from the casino for the relevant time period?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for sharing the information with me.

For us to argue that you are eligible for the full amount, we would need to conclude that you never had to use the 500€ already in your account in the first place.

If you believe you achieved your winnings purely with bonus money and never had to use the real money already on your account, kindly provide us with your game history starting November 5th. If the circumstances of your gameplay led to you needing to play with your real money in order to complete wagering of the bonus, we might not be able to assist you in asking full amount from the casino.

You should be able to request your game history from casino support.

If you have issues obtaining records of your game history from the casino, save your interaction with the casino instead and share it with me.

Looking forward to your reply.

I will request this from my VIP Manager and send it through Thanks

Dear player.

Were you able to learn more about your gameplay from the casino since your last post? Please let me know.

My email is [email protected]

Dear martinshinea,

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.

Dear Casino Guru team,

We would like to provide information from our side to help clarify the situation.

Regarding this incident, first of all, we genuinely regret that it has caused such emotions for the customer. However, it is important to highlight several key points:

The bonus was issued manually during a chat conversation with our support agent.

It was not granted automatically, as the customer already had an active balance. The bonus was added by the operator, and the customer was informed about this directly in the same chat.

In a later chat, the customer was also clearly informed about the maximum withdrawal limit associated with this bonus.

All winnings were generated with assistance from bonus funds, which is why the withdrawal limit was applied according to the bonus terms.

If you require chat transcripts or a detailed bonus history, please let us know — we are ready to provide them.

We would also like to emphasize the positive aspect of this situation: the customer significantly multiplied their balance and received a payout that exceeded their deposit amount. While we fully understand that every player hopes to win more, a withdrawal of 1,500 EUR is still a very strong result, and the customer successfully requested and received this payout.

The bonus should have been added to my account to activate myself weither I requested it or not so you had it actively added to my real balance putting restrictions on my real balance why would I have 75 euro added with a withdrawal limit added to my real balance when it would restrict it?? I would like to request the transactions casino guru have requested from the 5th of November as I deleted my account over this, they have the live chat transcript all email interactions with your casino and my VIP manager and also screenshots showing my balance before and after your casino added the bonus already activated to my balance instead of to my bonus account to activate it myself after I made withdrawal I want to clarify this is why I requested it to be added to my bonuses to activate it myself as this is how your bonuses usually work!

To answer your first two questions Tomas no my balance never dropped under 500 euro and no my balance was not displayed separately they just added the bonus funds to my real balance as I mentioned earlier bonuses with trips casino are added to your bonuses to activate when a player is ready and this were this has all gone wrong I wanted to make sure I got my VIP bonus for reaching a new level as Ive always had to request them when I realise I have reached a new one and when I have done this previously they are added to my account to activate I don't understand why this time it was added to my real balance

I understand you and your feelings, and thank you very much for your feedback.

Our bonus system works in such a way that you can cancel a bonus at any moment in your profile. Bonus funds are not added to the real balance — they are transferred only after you meet the wagering requirements. This means the bonus can be canceled at any time without affecting your real funds.

However, even if for some reason you couldn’t find this option, you could always ask support at any moment during gameplay to cancel the bonus for you.

Two key points here are:

1. You were informed about the bonus being credited and you thanked us for the bonus, which suggests that you had no issues with it at the moment it was granted.
2. You had the option to cancel the bonus up until the completion of the wagering conditions.

Another important point is that at any time you could withdraw your real balance — it would be transferred to a separate balance that is not affected by bonus restrictions, allowing you to continue playing with only the bonus funds.

But in your case, none of these options were used, and the bonus funds were involved in achieving the total winning amount, which is why the restrictions were applied.

At the request of the Casinoguru representatives, we can provide gameplay details or the chat transcript where the bonus was credited.

I have already sent the live chat transcript now they are requesting gameplay transaction showing my real balance just before and the bonus was added up until I requested my first withdrawal of 2000 euro

Send them through to casino guru representative examine my complaint at [email protected] thanks

This will show I had 500 euro in my account at the time I requested the bonus it makes no sense that I would not withdrawal the 500 euro if I knew the bonus funds would be added to my real balance I have been playing at your casino a long time the bonus shows that!

Thanks to both parties for the exchange.

We would like to ask the casino representative to provide us with the player's game history records for the time the bonus 'trips cash! 50'

was credited to the player's account until the wagering of said bonus was complete showing the evolution of the player's balance at that time, preferably in .csv or .xls format.

Send this information to my email at [email protected] for review.

Thank you Tomas I also requested them here and the casino replied saying the would send them to your email I also emailed the VIP manager I had and the casinos support email address and have not had a reply

And also just to clarify it was a 75 euro bonus added to my real balance of 500 that restricted it to a 1500 euro limit so requesting game history from when the 75 euro for reaching a new VIP level was added until I requested the 2000 euro withdrawal thank you

I apologize for the misunderstanding.

Dear casino representative,

Kindly share the relevant game history, following your own suggestion to share these files with me earlier

Send the information via the available channels, such as my email at [email protected]

Hi, Tomas

Information has been provided via email

Have a nice day!