Trip2Vip Casino - Player's winnings have been confiscated.

Today this casino took my money. I made my account a week ago and used the bonus they gave me. Today i was playing, i won and right after they just took my money. I asked why and they told me i abused their bonus. I dont get that!? because they are the ones who gave it to me.

I understand if they dont want to give more bonuses in the future, no problem. But taking my winnings and saying I abused something they gave me? Thats not right. That feels like a scam. I did not do anything wrong. I just used the bonus they offered i didn’t ask for it or force anyone.

Why offer a bonus and then blame me for using it? Please help me. I hope you understand what i mean.

Dear ghost3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you, could you please provide us with some additional details?

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play?
• Were there any specific messages or explanations given by the casino regarding the 'abuse' of the bonus?
• Have you had any previous issues with this casino regarding bonuses or withdrawals?
• Have you made any successful withdrawals from this casino before?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I got this mail, and i put screenshot. I deposit 50 on that. When i finish play, message pop up on casino and give me 75% bonus. Then i take risk and put 500 more in. I play only two slot games. They just say i abused bonus and deposit only to use bonus, but they literally give me bonus every time. I dont ask for bonus, i just get it. I didnt have problem before because i just opened account and never play here before. But for me, it is not normal that they say I abuse bonus, because I never ask them to give me. They shouldnt give me bonus if they dont want me deposit.

Could you please forward me the email you received from the casino regarding the confiscation of your winnings? I need to check their explanation of the alleged bonus abuse, as this will help me better understand the situation and assess whether we can assist you further.

You can forward the message to veronika.f@casino.guru.

Looking forward to your reply.

i never got any email from them about taking my winnings. the only email i got was when they congratulated me for winning and i forwarded that to you. i asked them in chat later and that’s when they told me they took it. they never emailed me about it and just closed my account. i will send you screenshot from chat i took when they said i abused bonus

Thank you very much, ghost3, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ghost3,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Trip2Vip Casino to join the conversation.

Dear Trip2Vip Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ghost3,

Just wanted to give you a brief update. I've reached out to the casino team, and they are currently reassessing our situation. I'm now waiting for their feedback.

I will also extend the timer for a few more days in hopes of finding a resolution to this case.

Dear ghost3,

I'm in contact with the casino team. Certain concerns regarding your gameplay have been flagged by the platform provider, and a more thorough investigation has been engaged. While we await the conclusion, I would like you to clarify a few things for me.

Can you please confirm that you deposited only when claiming bonuses, and you never made a real money deposit without any bonus attached? How many bonuses have you claimed in Trip2Vip Casino?

What games have you played? Were all the games you played allowed to be played with an active bonus?

The funds that have been confiscated were from a bonus, and you have not yet fulfilled the wagering of the bonus, is that correct?

I did use a bonus when they give me one. Every time I made deposit they gave me bonus. I made 5 deposits, so 5 bonus total that they gave me, I never asked for bonus. I played slot games only, the ones it gave me on the website as favorite games, I checked and it said I can use a bonus in those games. I never got to wager my bonus because they disabled my account before I could. I really did nothing wrong.

Dear ghost3,

Of course, there's nothing wrong with taking bonuses if they are offered to you. Were the bonuses automatically added to your account upon making a deposit, or was there a need for you to claim them in some manner? Perhaps you had to check a box indicating your desire for the bonus on the deposit page?

Furthermore, you have not yet told me what games/slots you've been playing, so please share that. As you said, you made 5 deposits and received 5 bonuses. Did you win from any of the previous bonuses? If so, have you withdrawn the winnings successfully?

When I went to deposit the bonuses were there to choose which one I want. I played outsorced on this last deposit. I didn't have a win on any other deposit I made, this was my first one.

Dear ghost3,

Thank you for the additional information. We will need to await the outcome of the investigation by the platform provider to evaluate the situation. I look forward to sharing more information soon.

Dear Trip2Vip Casino,

I'm looking forward to the information and evidence from you to enable me to evaluate the situation and to explore the next steps of how to resolve the situation, if possible.

Dear ghost3,

I have been notified that the casino team is still waiting for the outcome of the investigation conducted by the platform provider. I recognize that it has been some time; regrettably, such investigations can occasionally require additional time. I have communicated to the casino team that if there is no progress in the next few days, I will need to regard your case as unresolved, which will adversely impact the rating of Trip2Vip Casino. I hope this will motivate them to address your case with the urgency it warrants.

Dear Trip2Vip Casino,

I have reached out to you via email again. I eagerly await the information and evidence from your side, which will assist me in assessing the situation and considering the subsequent steps to resolve it, if feasible.

Should there be no satisfactory progress in the coming days, I will regrettably have to classify this case as unresolved, which may adversely impact your casino's rating.

We kindly request the casino to reply to this complaint. We are extending the timer by 3 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello! 

We apologize for any delays in responding. 

This player was blocked by the platform for abusing bounties in accordance with rule 10 of the rules.

In which it is written:

10) To ensure fairness and protect the integrity of our promotional offers, the Company enforces a strict policy against bonus abuse. By participating in any bonus or promotional offer, users agree to abide by the rules outlined below.

Bonus abuse includes, but is not limited to, the following behaviors:

• Making high-value deposits solely to take advantage of a bonus offer;
• Placing bets with bonus funds that represent a significant portion of the bonus balance or using volatility-focused strategies to manipulate balance growth;
• Completing wagering requirements and subsequently placing little to no real-money wagers before requesting a withdrawal;
• Repeatedly claiming bonuses without meaningful or sustained gameplay;

This client performed actions that are specified in this rule, and therefore faced a block.

We are currently waiting for the details of the client's blocking to provide the guru representatives with all the necessary information.

Hello!

The client has received an email with a request to provide the details for the deposit refund.

Since the customer has not wagered the bonus, there is no way to return it.

The company considers the customer's actions as a bonus abuse, according to our rules. The player will not be able to play on our website in the future.

Dear Trip2Vip Casino,

Thank you for your responses.

Can you please confirm exactly what the player has done that breached the abovementioned rules? As long as the player has placed bets within the maximum bet rule, played allowed games, and has not taken any unfair advantage, I'm uncertain about the reasoning you provided. Taking a more cautious approach to the bets after gaining a win is quite understandable. Such behaviour is quite reasonable, as individuals, even those who enjoy gambling, tend to become cautious after experiencing winnings, fearing potential losses.

It is important to note that all casino games incorporate a house edge, ensuring the casino's profitability even when players place low-risk bets. Hence, we see no valid reason for penalizing such gameplay.

Kindly forward me the player's full game log, including the bonus history, for an independent review of the circumstances at michal.k@casino.guru

Dear Michal,

We have sent you an email with the details.

Dear casino,

You sent me an email asking for my bank details to return my deposit, but that is not enough. I want the full amount of my winnings to be paid out because I did nothing wrong.

If you believe otherwise, please clearly explain what I did and provide proof. If you can't do that, then I expect you to pay me the full amount I fairly won.

Dear All,

Thank you for your patience during my absence. I have replied to the emails from both of you.

Dear Trip2Vip Casino,

I have shared my insights regarding the matter and suggested possible actions that could be implemented to resolve the issue. I'm looking forward to your response.

Hello! We are currently reviewing your proposal to resolve this complaint. We need some more time to make a decision.  

We will contact you as soon as possible.

Hello! 

We are currently reviewing your proposal to resolve this complaint. We need some more time to make a decision.  

We will contact you as soon as possible.

Dear Trip2Vip Casino,

I'm looking forward to your response.

Dear Michal,

We have sent you a letter with our proposal for resolving the situation.

Dear Trip2Vip Casino,

Thank you for your email. I have responded back and am awaiting your feedback.

Dear Michal,

We have reviewed your proposals and explained in our email how we see a fair resolution of this situation from our side.

Dear Trip2Vip Casino,

Thank you for your email. I’ve sent my response and await your feedback.

Hello,

We have sent an email to you with our proposal for the customer.

Dear Trip2Vip Casino,

I have replied to your email. I am pleased that we have finally made progress in the right direction.

Dear ghost3,

To resolve this complaint, we have decided to allow you to play through this bonus with a reduced wagering requirement of x30 instead of x40. In this way, the amount of bonus funds you have already won will be taken into account as the difference in the total wagering requirement.

To proceed, you will need to register a new account and inform us here once it is created. From our side, we will credit your deposit and the bonus to the new account, which you will then be able to wager.

Okay i will open new account now and let you know when i did it

Hi i created new account with this email kasperlothe12@gmail.com. it automatically say my account is disabled.

Hi can i know what is going on? New account that i opened is still disabled, i still cant do anything and they did not give me any feedback!?

Dear ghost3,

Since the account was previously blocked by the platform provider, the new registration was automatically blocked as well. We have already submitted a request to the platform provider to resolve this issue and unblock the new account.

We are now awaiting their decision on this matter.

Hello ghost3,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Trip2Vip Casino,

Could you kindly provide us with any updates concerning the unblocking of the player's new account by the platform provider?

Hello ghost3,

Your first account has been unblocked, and you can now log in and complete the wagering of your bonus. The bonus has been reapplied to this account with a reduced wagering requirement of x30.

I want my winnings back now!!! You left 500 euros on my account which is my deposit! what do you want me to wager deposit 30 times, whats wrong with you!? I won 5537 euros and i want it back. i will wager that money, not my deposit!!!!! how do you consider this a solution??

and then also delete my other account because it says i have duplicate now.

Dear ghost3,

I would like to share further insights regarding how we reached the current conclusion with the casino team.

As you were previously informed, your gameplay was flagged by the casino platform provider for "bonus abuse." After reviewing your game log, this initial claim was not entirely justified in our view. While strictly technically speaking, your gameplay indeed fell under their definitions of the prohibited practices as mentioned in the rules communicated to you previously, and you agreed to these rules when you registered your account and claimed the bonuses. However, we at Casino Guru believe that any situation should be reviewed carefully, and we don't consider 'blindly' following the rules, especially when players didn't gain any unfair advantage, as the fair approach. Once we clarified this matter, we were able to proceed towards finding a resolution for your case. You were only at the beginning stages of wagering the bonus; in fact, before your account was closed, you had only completed 3% of the bonus wagering requirement. The funds in your balance consisted of a mix of real money and bonus funds, and the winnings you accrued at that time were "just" bonus funds, because the bonus was active. Until the bonus is fully wagered, it is an industry standard that the funds are considered bonus funds, and as you might know, these bonus funds cannot be withdrawn. It is only once the bonus wagering requirement is fulfilled that the previous bonus funds are considered real money funds or are transferred from a bonus balance/wallet to a real money balance/wallet if the casino has this option. Due to the notification from the software provider, the casino team had to forfeit your "bonus fund/winnings".

Since restoring the "temporary bonus winnings" is not practically possible in almost all casinos, it has been agreed that you can continue to wager the bonus again, but with a lower wagering requirement that corresponds to the amount you have already wagered.

While I understand that this may not be the result you were hoping for, but given everything discussed, this seems to be a reasonable consensus.

Please let me know if this has clarified the situation for you and how you would like to proceed.

Honestly, this is beyond unacceptable!

I used the bonuses you offered, played only the games you allowed, and never even FINISHED WAGERING BECAUSE YOU BLOCKED MY ACCOUNT!! Calling this "bonus abuse" when it clearly isn’t is nothing but a weak excuse to steal my winnings!!!

You took 5537 euros from me - my legitimate winnings - and now you want me to wager MY OWN DEPOSIT 30 times!? That’s outrageous and absolutely ridiculous! I followed every rule, yet your system flagged me without cause, and now I’m being punished for your mistake!

Blocking my account before I could finish wagering, then confiscating my winnings, looks like a clear attempt to avoid paying what’s rightfully mine!!!

Dear ghost3,

I understand that this may not be the result you were hoping for, and I understand your frustration. We've built this consensus by looking at the entire picture—not only your bonus use (which seems normal to us) and gameplay (which we do not consider "abusive"), but also the other contributing factors involved.

Please bear in mind that the funds you had in your balance at that time were "just" bonus funds. These were not actual winnings or real money winnings; instead, they were merely "temporary" bonus winnings because you had an active bonus you basically just started to wager. Actually, the fact that the casino team acted so quickly is rather positive. It would feel much more "inconvenient" if they acted only after you had fulfilled the wagering of the bonus. Although it may not seem like it right now to you, you haven't actually incurred any losses. There's a possibility that by continuing to bet with the bonus, you could earn even more winnings. However, it is important to note that there remains a significant likelihood that you would not have successfully met the wagering requirements, as I previously indicated; you had only completed 3% of the wagering at that time.

As I explained earlier, the casino team got a notice from their software provider, which marked your gameplay as "bonus abuse", and they took action based on their terms and conditions. Technically, your gameplay did fit their definitions of prohibited practices as outlined in the rules you were given before, and you accepted these rules when you signed up for your account and claimed the bonuses. As I mentioned, we at Casino Guru do not look at your gameplay in this way because we don't think you have gained any unfair advantage from it.

Only after a thorough discussion with the casino team was this matter clarified, and we were able to proceed towards finding a resolution for your case.

Considering all the above, the option that you can continue to wager the bonus again, but with a lower wagering requirement that corresponds to the amount you have already wagered, is a reasonable consensus.

Please keep in mind that many other casinos would probably just give you back your deposit without any negotiation and permanently close your account. In some cases, they might not even return your deposit at all.

Fortunately, that is not what happened here.

While I can somewhat understand that you have hoped for a more favourable outcome, this consensus seems reasonable from our point of view. You certainly have a right to not agree with this outcome; sadly, there is not much else that can be done from our side in this matter.

Please let me know if this has clarified the situation for you and how you would like to proceed.

Honestly, I’m really disappointed with how this has been handled. I followed your rules, I played fairly, and yet my winnings were removed without warning. And now I’m being told I can "start over" with new terms that are even worse? That’s not a solution - it’s a joke.

I didn’t break any rules. I used the bonus the way it was offered, only played allowed games, and was still at the very beginning of the wagering - only 3% done! Then my account gets blocked, and somehow that’s called "bonus abuse"!? How is it abuse when I didn’t even get a chance to finish the bonus!?

The 5537 euros you took away was bonus money, yes, but it was money I earned under your own system. Just because the wagering wasn’t finished doesn’t give the casino a free pass to erase it! I was doing exactly what I was supposed to do - and you shut it down without giving me a chance!!

And this so-called "solution" of opening a new account and wagering my deposit 30 times? Seriously? That’s just trying to sweep this under the rug and hope I accept it. I won’t!

All I want is fair treatment:

Give me back my bonus balance and let me finish the wagering - nothing more, nothing less! I know I still have to meet the original wagering requirement to withdraw, and I’m fine with that. But what’s happening here is wrong, and I’m not going to let it go.

If I really broke some rule, then show me exactly what I did wrong. Otherwise, this just looks like the casino trying to avoid paying out.

I’m not asking for special treatment - just basic fairness!!

Dear ghost3,

It seems you have not paid your full attention to my responses. While you have every right to hold your opinion on the situation, however, I'm afraid it won't change the situation at hand.

As I've explained to you previously, technically, your gameplay did fit the casino's definitions of prohibited practices as outlined in the rules you were given before. So if we were looking strictly only at the rules, you have indeed violated the rules to which you agreed when you registered your account and claimed the bonus. As I explained earlier, the casino team got a notice from their software provider, which marked your gameplay as "bonus abuse", and they took action based on their terms and conditions, meaning that they confiscated the temporary "bonus fund/winnings".

• As you said:" If I really broke some rule, then show me exactly what I did wrong."

Please refer to the previous response from the casino team:

10) To ensure fairness and protect the integrity of our promotional offers, the Company enforces a strict policy against bonus abuse. By participating in any bonus or promotional offer, users agree to abide by the rules outlined below.

Bonus abuse includes, but is not limited to, the following behaviors:

Making high-value deposits solely to take advantage of a bonus offer;

Placing bets with bonus funds that represent a significant portion of the bonus balance or using volatility-focused strategies to manipulate balance growth;

Completing wagering requirements and subsequently placing little to no real-money wagers before requesting a withdrawal;

Repeatedly claiming bonuses without meaningful or sustained gameplay;

This client performed actions that are specified in this rule, and therefore faced a block.

As I have explained, we at Casino Guru do not look at your gameplay in this way because we don't think you have gained any unfair advantage from it. We don't consider 'blindly' following the rules as the best approach; instead, we are looking at the entire picture.

Only after a thorough discussion with the casino team was this matter clarified, and we were able to proceed towards finding a resolution for your case.

I must once again draw your attention to the fact that the funds present in your balance at that time were "just" bonus funds. These did not represent actual winnings or real money; rather, they were simply "temporary" bonus winnings due to your active bonus that you had just begun to wager. In fact, the prompt action taken by the casino team is quite commendable. It would have been significantly more "inconvenient" had they only responded after you completed the wagering requirements of the bonus. While it may not appear so to you at this moment, you have not actually experienced any losses.

• As you said further: "Give me back my bonus balance and let me finish the wagering - nothing more, nothing less!"

You need to please understand that restoring the "temporary bonus winnings" is practically impossible in almost all casinos. The only feasible compromise was to reopen your account and allow you to continue to wager the bonus again, but with a lower wagering requirement that corresponds to the amount you have already wagered.

The initial wagering requirement for the bonus you had at that time was x40, and you are now required to wager the bonus at a reduced rate of x30.

Please explain how you come to the conclusion that this is worse?

Furthermore, please keep in mind that many other casinos would probably just give you back your deposit without any negotiation and permanently close your account for good. In some cases, they might not even return your deposit at all.

While I can understand your desire for a more favourable result, this consensus appears to be reasonable from our perspective.

You certainly have the right to disagree with this conclusion; unfortunately, there is little more we can do on our end regarding this issue.

If you still believe you have not breached the casino rules and the casino acted unjustly against you, you can reach out to the casino's licensing authority and file a complaint with them; nonetheless, we are unable to provide any additional support on this issue, as we believe the casino team has presented a fair consensus to settle the situation.

You are entitled to disagree with this conclusion or offer; however, due to all the aforementioned reasons, I will be forced to reject your case.

Please let me know how you would like to proceed.

No, can you explain how that's fair? I won money using the bonus, but I didn’t get a chance to wager those winnings because my account was immediately blocked. How is that considered bonus abuse? I honestly don’t understand.

Also, I deposited €500. You returned my deposit, but now you’re asking me to wager it 30 times? That’s ridiculous. A fair resolution would be to let me wager the winnings, as i was supposed to at 40x. That would make sense. Instead, you're giving me my own deposit back and then demanding I wager it 30x? What sense does that make?

Dear ghost3,

Do I understand correctly that you have not been credited or provided a bonus, and you have only your deposit in your balance?

Dear ghost3,

We are extending the timer by 3 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.

We regret to inform you that, due to the absence of any response from the player to our messages, inquiries, and reminders, we are unable to arrive at a definitive conclusion regarding this case. Consequently, we must classify this complaint as rejected for the time being.

While we acknowledge that the player may have anticipated a different outcome, we believe that the casino's proposal to resolve the situation was fair, given the circumstances.

We remain available and prepared to assist with this matter should the player choose to contact us again.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru

We’ve reopened this complaint at the request of the player. The player informed us they have not been credited the bonus, which they should have received as discussed with the casino team. We want to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Dear Trip2Vip Casino,

Can you please let us know when the agreed-upon bonus will be credited to the player?

We would like to ask the casino to reply to this complaint. We are extending the timer by 5 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello! The customer did not use the bonus and it expired. We are currently reissuing the bonus and it is available for use. 

Dear Trip2Vip Casino,

Thank you for your response and for reissuing the bonus.

Dear ghost3,

As per the response from the casino team, the bonus is available to you in your casino account. Feel free to use it. Please note that the bonus might have an expiry date, so I recommend taking action at your earliest convenience.

Please let me know if you need assistance with anything else or if I can proceed to close this case as addressed/resolved.

You’re lying. You gave me back 500 deposit like I’m stupid. All together it was 875 euros,500 my money and 375 deposit, dont play stupid with me. I have only 500 on account, screenshot is below.

This is straight up theft.

I want everything returned immediately,the bonus, my winnings, all of it. I’m not going to let this go. If you don’t fix this, I’ll be taking this further.

Please go to the "My Bonuses" section and activate the bonus. 

I cant activate because it still says my account is flagged as duplicate and i cant turn off this feature to activate bonuses

Please try again now.

Dear ghost3,

Can you please confirm that the bonus was credited to you?

Dear ghost3,

We are extending the timer by 5 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.

Hello,

The player has used the bonus on their account and, unfortunately, lost the funds.

At this stage, the account has no remaining balance and has been closed by our team. We have also decided to deny this user any further access to our platform.

Dear Trip2Vip Casino,

Thank you for the update. I acknowledge your decision.

Dear ghost3,

Is there anything else you might require our assistance with, or can I consider your case to be settled/addressed?

Dear ghost3,

While I believe the situation has been appropriately addressed, we have not received confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist to the best of our ability.

Best regards,

Michal

Casino Guru