Trips Casino - Die Gewinne des Spielers wurden eingezogen.

Dear CasinoGuru Team,

I am filing a formal complaint against TripsCasino regarding the unjustified freezing of my account and the ungrounded confiscation of my legitimate winnings.

Below is the precise timeline and facts of my case, which demonstrate the casino's unfair and contradictory practices:

1. On June 9, 2026, following a request from the casino support team, I submitted proper proof of my deposit through MiFinity. The support team acknowledged receipt and stated it was forwarded to the account verification department.

2. Shortly after, the casino abruptly restricted my account and sent a generic email template claiming that "multiple violations were detected across the entire network of websites operating under our license." Under the guise of an "exceptional resolution," they offered to refund only my original deposit of 2,000 EUR, effectively confiscating all of my winnings.

3. I have played completely fairly, adhering to all terms, and strictly played only a single slot game on their website.

4. Between June 10 and June 11, 2026, I sent multiple emails to their support team, explicitly requesting them to disclose which specific sister sites or terms I supposedly violated. The casino has continuously ignored my questions and utterly failed to provide any concrete evidence or information regarding the alleged "violations."

5. Today, on June 17, 2026, I contacted live support again. The agent (Mia) first claimed the reason was "Bonus Abuse," but when questioned, completely backtracked and admitted that live support does not have access to any details or evidence, claiming the case is still "under review" by the relevant team.

TripsCasino is giving contradictory reasons (switching between "Bonus Abuse" and vague "Network-wide violations") while refusing to provide any proof of wrongdoing to me. Offering to refund only the deposit is a clear indicator that they do not have a legitimate case to withhold my winnings and are simply trying to avoid paying out a successful player.

I request TripsCasino to fully disclose the specific evidence for this restriction to CasinoGuru, and to restore my full balance so that I can withdraw my rightful winnings.

Thank you for your time and mediation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Which slot game did you play while your bonus was active?

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

Best regards

Veronika

Hello Casino Guru and the client,

We would like to help expedite the processing of this case.

The client was asked to provide the necessary information for a refund of the entire winnings amount on 17 June. The amount of the client's winnings significantly exceeds the total amount of deposits made, meaning that the client still remains in a substantial net profit. Therefore, there is no unfair treatment towards the client in this matter.

Regarding the reasons for the account closure, according to the casino's rules and the platform's policies in general, we are not obligated to provide a full explanation of our decision, nor are we required to disclose our internal investigation methods or decision-making processes.

It is sufficient to state that the account was closed unilaterally at the casino's discretion.

Without disclosing any exact figures or confidential details, but in order to demonstrate our fairness to Casino Guru, we would like to emphasize that the total refund amount, including both the client's deposits and winnings, exceeds the client's total deposits by more than six times.

As previously stated, we are still awaiting the client's banking details in order to process the refund.

These are the two bonuses I used:

https://www.tripscasino.com/promotions/first-deposit-bonus

https://www.tripscasino.com/promotions/second-deposit-bonus

I played slots with the second welcome bonus and won. The game I played was "Vikings Go Berzerk Reloaded." I strictly adhered to the maximum bet limit, and to the best of my memory, this was the only game I played while wagering this bonus. I cannot accept the casino's claim that playing only one game constitutes "bonus abuse."

My cumulative deposits amount to €2,000. These are legitimate funds, and I have absolutely no knowledge of any rule violations on my part. Furthermore, if the issue at stake is multiple violations that the casino claims I committed on their sister/group sites, I request that they publicly disclose the names of all the sites where they claim I registered and committed violations. They are also more than welcome to make the details of the alleged violations public here.

I have never knowingly committed a single violation in my history of casino play. Since I cannot even identify the sites in question, we cannot move this discussion forward unless the casino discloses them in this forum.

I would like to directly address the TripsCasino representative here regarding their statement. In your last sentence, you stated, "We have offered a refund exceeding more than six times the customer's total deposit amount." This statement is completely factually incorrect, is it not?

I have already exchanged numerous emails with your support team, and your official stance was as follows: "The refund amount will be equivalent to the total amount deposited." I received this email on June 17th.

Does "the full amount of the winnings" mean that a withdrawal of €7,700 will be approved? If so, I will send my BTC wallet address to the casino immediately. Please clarify your position.

As previously stated, our side will not provide specific details or the exact reasons for the account closure. However, we can clarify that the decision was not based solely on actions taken on our website, but also on violations detected across products that operate under the same license.

Regarding the refund, as the manager previously explained, the refund will cover your entire balance. This includes both your original deposit and any winnings currently available on your account balance.

Unfortunately, we do not have a manager who speaks Japanese. As a result, it is possible that certain translation nuances led to a different interpretation than what the manager originally intended to communicate.

For clarity, we are attaching a screenshot of the original message translated into English.

I have reviewed your manager's email. I received an email dated June 19th stating that a full refund would be issued. Since my winnings will be returned, I understand that the subsequent closure was based on the company's profit-driven decision, and I have no objections. Furthermore, I have just received a new email stating that the full withdrawal will be approved, so please allow me to close this complaint. I am grateful to the TripsCasino manager for their fair response. I also extend my sincere thanks to the CasinoGuru representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kanachan14,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika