Trips Casino - Player’s deposit is delayed.

I have made a deposit of 1000 Euros to Trips Casino

Now it is 18. July and the deposit has still not been credited to my account. They are not reacting to any email or live chat communication. Before I was always able to reach my VIP manager Tony within 1 hour, so this is completely out of the ordinary. I am worried since I've now seen multiple other users opening complaints in Askgamblers forum about Tripscasino. I am scared that I have been scammed of my 1000 Euro deposit. It's not normal behaviour!

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Dear slickfox7,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Veronika,

Thank you for your response.

To clarify: this was not a card payment, but an instant SEPA bank transfer. My bank has confirmed the funds were successfully received by the beneficiary (iSX Money, the casino's payment processor), but the deposit was never credited to my casino account.

Unlike a card payment, a bank transfer cannot simply be reversed by my bank... In other words, the casino/payment processor is holding funds that were confirmed received, and is choosing not to credit or return them, while my bank has no power to force this.

Given that:

• the funds were confirmed received,
• the casino has gone completely unresponsive,
• and the operator has since announced it is permanently closing and deactivating accounts,

This appears to be a deliberate refusal to return funds rather than a processing delay. I would appreciate it if this complaint remains open and escalated accordingly to help me recover my funds. 1000 euros is a lot of money for me, and I am already in a bad financial situation!

I have uploaded the transaction confirmation here.

Thank you for your help with this.

Best regards,

Carlos

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Hello Veronika,

I've sent all the requested documentation to you via email to veronika.f@casino.guru

• transaction history
• screenshots
• payment provider correspondence
• casino support correspondence
• bank statement

I am waiting to hear back on next steps.

Thanks a lot for your assistance.

Kind regards,

Carlos M.

Thank you for your email and for providing all the requested communication.

Before we proceed with the investigation, could you please clarify whether you have requested a chargeback for this transaction with your payment provider?

Hi Veronika,

Unfortunately, a chargeback isn't possible for this specific transaction, as it was made via SEPA bank transfer rather than a card payment. Bank transfers don't have a chargeback mechanism the way card payments do.

What I tried instead was a payment recall through my bank and the casino's payment provider ISX.

I want to update you that this recall was formally rejected by the Trips Casino bank, and my bank has confirmed this case as closed on their end.

Please let me know what the next steps are on your side.

I am desperate to recover my money. I am in a very bad financial situation 🙁

Thanks

Carlos

Dear slickfox7

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Veronika and Martina,

Thank you both for the update and for taking my case forward to this next stage.

I have sent over 6 e-mails to Trips Casino, tripscasinosupport@novatrixsrl.net, tripssupport@tripscasino.com, and support@tripscasino.com, and have been completely ignored for nearly three weeks now. My 1,000 EUR deposit remains withheld, with no explanation and no response of any kind.

I have not received a single E-Mail from the Casino. They are purposely ignoring me. In the past when I had a problem they would always reply within 1-2 hours max!

I've seen that Veronika successfully helped resolve a similar case here, Trips Casino - Player’s withdrawal has been delayed, and it gave me some hope that mine could be resolved the same way.

I would be incredibly grateful for any help getting the casino to actually respond and return my funds back to me.

I know you're both handling many cases, but this has been a very difficult few weeks for me, and I really hope this one can move forward the way that case did.

Thank you in advance for your time and effort on this.

Best regards,

Carlos

Dear slickfox7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case ?

Thank you in advance for providing the information.

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.