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!

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.

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?