The player from Austria had won 800 euros at Trips Casino but encountered withdrawal errors despite having a fully verified account. After contacting support for assistance, he learned that the casino intended to close his account and had lost access without receiving any further communication regarding his winnings. The casino later confirmed that the withdrawal had been processed manually, and the player's account was reactivated with a bonus offered as compensation for the inconvenience. The player confirmed receipt of his winnings, and the issue was marked as resolved by the Complaints Team.
Trips Casino - Player’s account is closed with withdrawal issues.
Resolved
Our verdict
Case closed
Amount: €800
Trips Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Dear Sir or Madam! I played at Trips Casino on March 30, 2025 and won 800 euros! My account is fully verified! When I tried to withdraw, the casino website showed a withdrawal error message! I then informed the live chat support about the problem. After a long time of writing, I was repeatedly told to change the withdrawal method. I followed these steps, but to no avail. The withdrawal errors kept coming up! Then, once again in the chat, I was informed that the withdrawal would be processed manually and that the casino would close my account! I have no access to my casino account! On March 30, 2025, I received an email from the help desk containing general information! After several days, I contacted the casino several times by email about my case, but received no further replies! Now I am unsure whether I will receive my winnings of 800 euros and would kindly ask Casino Guru to help me! Thank you and kind regards!
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8 months ago
Dear across,
Thank you very much for submitting your complaint. I’m really sorry to hear about the difficulties you’ve encountered with withdrawing your winnings. To better understand your situation and assist you as effectively as possible, could you please provide the following details?
- Did you choose the same payment method for your withdrawal as the one you used for your deposit?
- When was the last time the casino contacted you regarding the manual withdrawal? Did they mention which payment method they plan to use for processing your balance?
- Could you also let me know what types of games you were playing?
I hope we’ll be able to help you resolve this issue soon. Thank you in advance for your reply.
Best regards,
Veronika
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8 months ago
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Hello! I was told that because of the withdrawal error message in the chat, the support employee had deleted the deposit method for withdrawing and that I should use a different method! I tried that several times, but there was a withdrawal error with every method! Then, after hours of writing, the casino said they would transfer my winnings manually! The casino only responded to the help desk on March 30, 2025, and also the last time! No contact since then! I also don't know which method the casino uses to pay out manually! I was playing slot games! Kind regards!
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8 months ago
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Hello! What's next for my case? Thank you and best regards!
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8 months ago
Thank you very much, across, for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) 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.
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8 months ago
Dear across,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Trips Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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8 months ago
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Hello Sebastian, and warm greetings to the Casino Guru team.
After carefully reviewing your case, I am ready to share all the details with you and answer your questions.
First of all, I can confirm that at the time of your request, a withdrawal to the bank account linked to your card was technically not possible. Our team is currently working in two directions: First, we are working directly with your bank to find possible solutions, and second, we are examining legally permissible ways to process the withdrawal manually. Unfortunately, we have not yet received any response from the bank, so we are currently focusing on alternative options.
We are open to all withdrawal methods available and accessible in your region. We are happy to offer you the option of making a deposit using an alternative method that is convenient for you, verifying it, and then processing the withdrawal through that method. However, we are also committed to finding manual solutions to ensure your withdrawal without any further inconvenience.
Your account has indeed been closed for security reasons, including to ensure that you don't accidentally use the funds. However, I would like to emphasize that your full winnings of €800.07 remain fully available in your balance and have not been lost.
We sincerely apologize for the delay. Unfortunately, this is a very rare and exceptional case, as such issues with withdrawals almost never occur with us. Please be assured that we will inform you promptly as soon as our finance team has found an alternative solution.
You can contact us at any time at for updates or the current status of your request. We will make every effort to expedite the resolution of this issue.
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8 months ago
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Dear Sir or Madam! I sent the documents for my withdrawal to support again on April 22, 2025! And now I'm hoping for a payout! Regarding point 2, using an alternative method isn't possible because I don't have access to my account!??? I'll wait until I receive my winnings and will notify Casinoguru as soon as this happens! My previous emails to support were never answered!!! Until today! Kind regards!
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7 months ago
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Dear Sebastian, dear CasinoGuru team,
Thank you for your message.
Regarding your previous inquiries to our support team, we would like to emphasize that we will, of course, carefully review them if you haven't received a response. Our philosophy does not allow for unanswered requests.
We can confirm that we have opted for a manual withdrawal and that all necessary documents have been received from you. Our staff is monitoring the situation daily, and once the withdrawal has been processed, we will confirm it promptly.
This incident will, of course, not go unnoticed. Once the withdrawal is complete, your account will be immediately reactivated, and you will receive compensation from us for the inconvenience.
We would like to sincerely apologize again and thank you for your understanding and patience.
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7 months ago
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Dear Sebastian, dear CasinoGuru team,
Thank you for your message.
Regarding your previous inquiries to our support team, we would like to emphasize that we will, of course, carefully review them if you haven't received a response. Our philosophy does not allow for unanswered requests.
We can confirm that we have opted for a manual withdrawal and that all necessary documents have been received from you. Our staff is monitoring the situation daily, and once the withdrawal has been processed, we will confirm it promptly.
This incident will, of course, not go unnoticed. Once the withdrawal is complete, your account will be immediately reactivated, and you will receive compensation from us for the inconvenience.
We would like to sincerely apologize again and thank you for your understanding and patience.
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7 months ago
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Dear Sebastian,
Dear valued Casino Guru team,
Best regards! I'm getting back to you with an update on the payout. According to current information, the aforementioned 800 euros were transferred manually.
We sincerely apologize for the delay. Unfortunately, technical issues of this nature sometimes take a little longer, as we, as a casino, are only allowed to process transactions via the original method used by the customer. Therefore, the resolution in this case took some time.
However, I would like to emphasize that we have done everything on our side to ensure that the customer actually receives their money. We have temporarily restricted access to the account to prevent any risks or manipulation that could prevent the amount from reaching the customer. This way, we can guarantee that the winnings are paid out correctly and securely.
We kindly ask the customer to confirm receipt of the money as soon as possible.
Dear Sebastian, we have reactivated your account. As a token of our regret, a special bonus awaits you as compensation for the inconvenience.
With warm regards and great respect,
Your team manager from Trips Casino
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7 months ago
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Ladies and Gentlemen.
The outstanding amount has been received, thank you for the support from Casino Guru,
Thanks for the bonus @ Trips Casino
remain with kind regards
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7 months ago
Dear across,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
