Trips Casino - Withdrawal of player's winnings has been delayed.

Hello. I was introduced to Trips Casino and received a nice bonus. I managed to clear it. After that, I passed verification. It took almost two days.

After which I made a deposit and set the funds for withdrawal

I won't be able to withdraw my money. I wouldn't have filed a complaint if:

Either they disconnected me from the chat or something. Their chat is unavailable. Or rather, there's no employee. No one has responded to my email for over two days. My withdrawal was rejected a couple of times. I don't know what to do. I'm asking for your help. All screenshots will be in this letter.

Perhaps I was hasty in filing the complaint within such a short time.

I also want to point out that the support team is sometimes very rude.

and I'm not the only player writing about this.

A separate letter to the representative: resolve the issue of the employee's rudeness; it's off-putting. Furthermore, some individuals close the chat without resolving the problem, forcing me to write everything from scratch. If they don't want to work, let them stay home.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Yes, girl. I passed the cookie verification. Their withdrawal period is 24 hours max. Why should I wait up to 14 days? If the regulations say up to 24 hours.

Of course I'll wait. Thank you for responding so quickly to my request, as always.

I'd like to add something. According to their 24-hour deadline, it's expired. I tried to get a proper response from them, but they just throw canned, templated responses into the chat throughout the entire conversation. If you need them, I'll send them to you as proof that I'm not lying to you. So...

They immediately told me to wait 48 hours. They said that's how long they'll need to process my withdrawal request. They also said that if the problem isn't resolved after 48 hours, I should contact them again.

To which I replied, "Okay." What assistance will you provide if the issue remains unresolved within this time? To which they send me the same old template, stating that the withdrawal is being processed and will be processed as soon as possible.

I'm honestly tired of waiting. I'm hoping for your help if they decide to rip me off instead of processing the withdrawal.

After all, there is both the deposit and the money I managed to win...

but I have no desire to have further contact with this casino after the problem is resolved.

Sincerely

One more thing. You say that if the money was sent but hasn't arrived, then wait 14 days.

But the thing is that the application itself is in process and it's already been three days. That's why I'm asking for help.

Why wait 14 days if they haven't even sent it to me, or even processed my withdrawal request? It seems to me they'll think of something else after 48 hours.

I don't wish anyone to have to deal with this casino. They don't work. They respond with formulaic answers.

You won't get any normal explanations from them. And how can you not worry about it later? I ask them questions, asking why and when.

They throw out a formulaic response. Even when you ask for a human response. It's a slap in the face and disrespect for their clients. God, how unlucky I am. I'm 100% sure that the casino reviews about fast withdrawals and so on, as they say, are true.

They don't carry any truth.

I won't receive my winnings.

The withdrawal was cancelled after 3.5 days.

They said there was a wallet error.

Although I entered and checked all the data. I've been working with crypto for a while now.

And I couldn't be mistaken. I think they're deliberately stalling for time.

Now, due to the output rejection, the counter has been reset and I have to wait an unknown amount of time again.

And why doesn't anyone answer me?

They are making fun of me in the chat!!!

They write all sorts of nonsense. They reject the conclusions. And they don't help.

They told me in chat that my withdrawal would be processed yesterday. They ended up not keeping their word. I have all the screenshots.

And I don't see a representative here.

The withdrawal was rejected twice. They are reluctant to respond.

They say the reason my request was rejected is because I entered the wrong address. I'M NOT STUPID AND I CHECK AND CONFIRM EVERYTHING BEFORE I WITHDRAW. And even if I ENTERED THE WRONG WALLET ADDRESS, THE MONEY WILL GO ANYWAY. CRYPTOCURRENCY HAS NO CONCEPT. ENTERED THE WRONG ADDRESS MEANS THE MONEY WON'T COME. THEY SHOULD HAVE SENT IT TO ME ANYWAY.

THEY SAY I CAN TRY ANOTHER METHOD. BUT NOT ALL OF THE METHODS THERE ARE AVAILABLE IN RUSSIA.

I'M CHANGING CRYPTO WALLETS, USING A DIFFERENT CURRENCY, AND THEY STILL CANCEL THEM. I'VE BEEN WAITING FOR MY MONEY FOR 8 DAYS IN TOTAL!!!!

I'VE NOW CREATED A NEW WITHDRAWAL REQUEST. AND I'M 100 PERCENT SURE THAT IT WILL ALSO BE REJECTED AFTER 4 DAYS.

Let me remind you that I've been waiting for more than a week.

And the issue remains unresolved.

Constantly rejected on the 4th day

And they say that they rejected it because I entered the wallet details for withdrawal incorrectly.

I'm not a fool!!!

I check everything and know how to withdraw and what needs to be checked beforehand. They do this on purpose!!

They stopped answering me completely.

It took about 6 days to receive the withdrawal.

They feed you with promises. They say tomorrow is definitely coming, but tomorrow ends up being today, and so on.

Hello, I want to remind you that I still haven't received my winnings.

They still tell me to WAIT.

The official withdrawal deadlines have been ignored

But the hello updates were updated.

They send promo codes for deposits.

But they can't get to the conclusion.

They have a lot of casino grids

For example, Bet PRIMERO is their casino. I withdrew my funds in 3 hours. The support team is very polite and pleasant. But I don't understand what's wrong with Trips Casino.

They've been delaying the withdrawal for 3 weeks.

And they have no support.

Dear SDI54,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I still haven't received my withdrawal. They've ignored the maximum withdrawal limit as stipulated by the regulations. They're only writing scripts in chat. Wait, wait, wait, and it's been this way for three weeks now.

Are you seriously going to give an answer after 6 days on the timer?

I asked where the output was, they wrote back, sent a request to the technical department, and I've been waiting for an email with a response for five days. Well, no, guys, I need to deal with this already.

When will you answer me?

Will anyone open my SMS (confirm them?)

They told me they had a problem with crypto. Even more so, they have this withdrawal method. Besides, when I deposited cryptocurrency, they didn't have any problems!

This needs to be resolved. It's not my fault. Let them file a written report, report it to the appropriate authorities, and then withdraw it to me outside the casino system. From their own wallets. Let the representative resolve this directly with me. Otherwise, waiting around instead of going through the process will lead to nothing.

I can't use another withdrawal method due to restrictions. Other methods don't work in my country!

They said they're having problems with crypto withdrawals. Other methods aren't available in my country. Is it my fault that they're having problems with withdrawals and can't solve them? Let them solve this problem with an alternative method. I'll be waiting almost a month for this withdrawal soon.

And now they're writing to me, saying, "Wait a little longer, we don't know the exact time." SO WE NEED TO SOLVE THE PROBLEM. WHAT DOES IT CARE? I NEED MY WINNING. IT'S BEEN THE SAME THING FOR ALMOST A MONTH.

?????

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla (karla.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello SDI54,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Trips Casino into this conversation.

Dear Trips Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear representative. And these are your employees? They're saying they've been waiting almost a month for a response from the technical department. Do you believe that? I'm more certain it's nonsense. They sent me a template and that's it, all done. It's a blast. And yet I've been waiting 20 days for a response from the finance department. Couldn't they have responded in that time? It's both funny and infuriating.

I have no strength left.

My payment has been delayed for quite some time now. They said 15 days ago they'd notify the finance department and they'd respond. 15 days later, they're telling me the department hasn't responded yet. Is this normal on your part? They couldn't respond within 15 days? Or maybe it's because your tech support didn't even try?

Why are you trying to fool me? A month will soon be over. And they can't even give me an answer. They're giving me boilerplate answers. Like, "Wait, we're doing everything we can to expedite the process." Judging by the fact that the tech department can't give me a BONUS ANSWER in 15 days, you're not doing anything. You're just messing with my head.

Is this normal? Your withdrawal is still pending review. Is this normal? What have you been doing for the last month? You don't care about your clients or the late payment. You don't deserve a 7.9 rating.

There is no support.

No help at all.

The finance department has been unable to respond for 15 days.

How did you deserve such a rating?

After waiting almost a month!!!

I got mad and lost up to 30 dollars.

And he put them to the conclusion.

Then withdraw this amount to me already.

She's not that big.

I could have withdrawn 50! If you had worked.

I managed to get back 20 dollars.

And now the output is 50 again.

I'm waiting for a solution to the problem and a quick conclusion. You've already made me wait too long.

I hope the representative is going to respond.

Dear Guru.

5 hours left.

Is the casino going to give me an answer?

Dear Guru, 2 hours left

But the representative isn't going to give an answer. Can you please put me in touch with him?

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.

I'm waiting for an explanation as to why the casino didn't respond within the specified time.

Well, yeah, both the casino and the representative. They don't resolve issues. They don't care. They scammed me on the deposit and that's it, the problems are over 4,100,000. That's 50 dollars. For such a small amount, nothing but curses come to mind. I'm speechless.

How much more ;!;

I'm so sick of Trips Casino. They're raking in millions. 3? And they can't withdraw the money because they're only 3,000.

You're great too. Instead of extending the timer for another week, you could have contacted him. It's clear he's not going to respond.

The support chat stopped opening. Well, everything is clear with them.

They blocked my access to the chat. The representative isn't responding. It's already clear to everyone that the casino ripped me off.

Can't you contact him by email? He's not going to respond, you can see that for yourself. It's all about ripping people off for pennies. $50 is more important to them than their reputation, as I understand it. I even made my deposit. I won't see that either. Scam!!!

The chat was closed from me.

The representative will dry out for 50 dollars.

I made a deposit and verification.

There is no withdrawal for a month.

Clownery.

And also a rating of 7.9

Well, yes, deservedly so.

But I wrote a response to a review two hours ago. And I'm supposed to respond to this in unison. It's a scam.

I asked about Trips Casino on the forum. Someone withdrew $50 quickly to his crypto wallet, and there were no errors.

WHAT PROBLEMS ARE ABOUT ME?

I'VE BEEN WAITING FOR A MONTH ALREADY AND I'M TIRED.

Dear CasinoGuru Team and Client,

We are indeed aware of the situation and have been actively working to find a possible resolution. According to our terms, players from Russia are not permitted to register or play on our website, and access to the platform should normally be restricted. However, in this case, the client was able to create an account.

After the client won funds from a no-deposit bonus and submitted a withdrawal request, our team approved the payout on our side. Unfortunately, the payment provider returned the transaction, citing the inability to process payments to clients from the Russian Federation due to current sanctions.

Since then, we have been exploring alternative payment providers, but at this stage, none of our available partners are able to support transactions in this region due to sanction-related restrictions.

As a result, we have concluded that we are unable to maintain cooperation with clients from this region in any form.

We kindly ask the client to contact us at tripssupport@tripscasino.com providing their cryptocurrency wallet address and network, so that we can arrange a refund of the deposit amount.

Please note that access to our services will remain restricted for users from this location.

Sincerely,

Trips Casino Team

Despite all this. When I went through verification, they didn't say a word about Russia being unavailable. When I contacted technical support. When I made a deposit, they didn't even mention to me that Russia wasn't available. Moreover, you didn't reject my documents, you verified my Russian passport.

You are crooks, that's what you are.

I sent you the wallet address by email. I expect my deposit to be deposited into my wallet soon.

And yet your tech support couldn't tell me that Russia wasn't available? They kept me waiting. For a month.

And yet your tech support couldn't tell me that Russia wasn't available? They kept me waiting. For a month.

Also, the registration rules don't include any restrictions on Russia. Moreover, you have the option to register and choose Russia.

And also, my account was blocked.

The money didn't arrive

I still haven't received my deposit back.

Dear Trips Casino Team,

Thank you for your reply and for clarifying your position.

After reviewing the matter carefully and checking several key points, I would like to kindly highlight the following:

1. Availability of Russia in registration – The country Russia is still listed and selectable in your registration form at this moment.
2. Data confirmation– According to our latest verified update from June 2025, Russia was listed among allowed registration countries in your system. This suggests that the restriction mentioned in your statement has been implemented very recently, or not fully applied on your side.
3. Successful account verification (KYC) – Since the player successfully passed the full KYC process using a Russian passport, this means that the casino’s verification team approved the account as valid. Therefore, the player cannot be held responsible for being allowed to register, deposit, and play.
4. Cryptocurrency withdrawals – As the player used cryptocurrency, and such transactions are not bound to specific geographic banking restrictions, there should be no technical or sanction-related barrier to process the player’s winnings through a standard crypto payout.

Given these findings, it appears that the situation resulted from an internal oversight rather than player misconduct. We therefore kindly ask you to re-evaluate the player’s case and find a feasible way to pay out the player’s rightful winnings, ideally via the same cryptocurrency method used for deposits.

We truly appreciate your cooperation and understanding, and we believe that we will be able to resolve this issue.

Best regards,

Karla

Dear Casino Guru Team,

As we mentioned earlier, it was never our intention to withhold or restrict the client’s transactions. Therefore, there should not have been any issues related to verification or withdrawal from our side. However, the limitations were imposed by the payment provider.

The issue is not related to the cryptocurrency transaction itself, but rather to the regulatory requirements under which the payment provider operates. According to these regulations, the provider must record and report transaction data in its financial documentation, which is later reviewed by the relevant authorities.

Based on this, we have taken all necessary steps to ensure that similar cases do not occur in the future. As stated previously, during this time we were actively working on finding a suitable solution.

We would also like to emphasize that we have indeed restricted access for clients from this location. The only possible way for such users to access the website would be by using VPN or similar tools, as otherwise access is completely blocked.

It is important to highlight that we have not gained any benefit from this case and have been trying to resolve the matter in the best possible way for the client. The client’s activity on the account has been minimal — consisting only of a single crypto deposit, which was used to bypass the minimum deposit amount required for the product, and a no-deposit bonus.

At this moment, we have not received any message or email from the client providing details for the refund.

Even now, we are not refusing our payment obligations and are actively trying to return the client’s funds in this situation. This clearly demonstrates our good intentions — we have been working to find the best possible solution, and once it became evident that under these circumstances we are unable to continue providing services, we proceeded with refunding the funds.

This is the standard and responsible approach taken by any legitimate service provider when such an incident occurs.

Kind regards,

Trips Casino

Dear guru.

I'd like to point out that I emailed them yesterday, providing the casino name, email address, and wallet transfer number.

I also wanted to point out that I had no violations at that time, and everything was fair.

I demand that the representative pay me from his pocket, from his wallet*

I'm sure this is an honest decision.

At the time, I had passed verification and everything else, and there were no restrictions. And what did they come up with and decide not to pay?

You say that there is no way to pay me my winnings.

Yes, yes! Out of your own pocket.

And it will be fair, since you did not treat me very well.

And this can be called a deception.

The guru told you that everything was legal and without any violations on my part.

Your words "about the fact that you are not trying to avoid the problem and will even return the deposit"

So take full responsibility

After all, the facts show that you are at fault.

It is possible to resolve the issue outside the provider

And with me personally

Pay me what I deserve

Namely 50 dollars

You say that I have one deposit to bypass something.

What did you expect? I registered and was lucky enough to clear the bonus. I made a withdrawal and they asked me to deposit. That's normal. I followed all the terms and conditions fairly.

And I expect an honest decision from you too.

I think the guru will support me.

In direct payment

Since the fault was on your part and if you are an honest casino

You will resolve the issue directly and agree to my request.

regarding the fact that I didn't write to them by email.

I wrote from my official personal email.

By indicating the profile ID, namely Egor Gavrilov

And the email that is in the account

It's corporate, and I've written about this many times. I can only confirm certain actions from it.

However, my request has been ignored since yesterday.

And today they said that I didn’t write to them.

I wrote again about returning the money.

They haven't responded to my email for 4 days. Well, I'm not surprised, it's business as usual.

They still haven't responded to me or sent me any money.

So what's the bottom line? I emailed them several days ago about a refund, but no one has responded.

At the same time, they throw out words that they are not hiding and are ready to solve problems

Dear Casino Guru Team,

We would like to provide confirmation that the refund has been successfully processed — the funds have been returned to the client.

All aspects of this case have been carefully reviewed and taken into consideration. As a result, we would like to confirm that users from Russia are blocked by IP and are therefore unable to access our website, unless they use unauthorized or prohibited methods to bypass such restrictions.

It is also clearly stated in our Terms and Conditions that we do not provide services to clients from this location.

We sincerely regret that this incident occurred. However, please note that certain regulatory restrictions and compliance rules are beyond our control. Apart from that, we have done everything within our capacity to resolve the situation in a fair and responsible manner.

Kind regards,

Trips Casino Team

Hello SDI54,

Thank you very much for your patience and for keeping us informed throughout this process.

To help us review your case in full detail, could you please confirm the following information?

– The date when you registered your account at Trips Casino

– The date or approximate period when you played and won the mentioned amount

– The date when your KYC verification was completed and approved

These details are important for our internal investigation, as I am currently verifying when the restriction on Russian players was officially introduced and how it may have affected your account.

Once we receive your confirmation, we’ll continue reviewing the case and update you on the next steps as soon as possible.

Thank you very much for your cooperation.

Dear Trips Casino Team,

Thank you for your update and for confirming that the player’s funds have been returned.

I appreciate your cooperation and would like to inform you that I am still investigating this case thoroughly to ensure full clarity and fairness.

Best regards,

Karla

Hello, dear gurus

I received my deposit.

But that's not what I want. I want complete justice and your help. Since they returned the deposit and it's outside the system, they can also give me my winnings, which I earned happily and honestly.

Regarding everything you want from me, registration date, and so on, let Trips Casino provide you with that information. I can't tell you how long Trips Casino took away my account access, nor can I tell you the exact details about verification and so on. But I know one thing for sure. And take that into account when making your wise and fair decision. 🙏

1) at the time of registration: I indicated a Russian phone number

And also the country Russia.

They had this data on the list.

2) At the time of wagering, they asked me for a deposit, still not informing me that my country was unavailable. So I made the deposit.

3) I submitted my country's documents for verification and it was approved.

Thus confirming my country

And thus confirmation of My country's access.

4) I got technical support in a month

They didn't say a word about Russia not being supported. They just said they were overloaded, that they were having a problem, and asked me to just wait. But in the entire month of contacting support, in the entire month, not a single operator told me Russia was unavailable. I have over 30 screenshots from tech support. And not a single one mentioned that I'm not allowed to play due to country restrictions.

To conclude: on my part, everything was legal and honest.

Trips Casino closed access to players from Russia at the very last moment and took the right not to pay me my fair winnings of $50.

And I think this is not a fair decision on the part of the Trips platform.

1) I have completed all the stages, verification, registration, and so on.

2) for the agonizing waiting time

Specifically, for a month no one told me that Russia was inaccessible.

Let me repeat, I did everything correctly.

And Trips Casino acted unfairly in this situation.

By making the country a limited entity. At the time it was legal.

However, if a casino leaves the country, it is obligated to withdraw funds from all its existing clients. But what did Trips Casino do?

They returned the deposit and considered that they did it very fairly.

But no, they say they're going to meet, thereby contradicting themselves. The question was ignored. Having done it their way.

Namely, by returning the deposit.

I do not agree with this situation.

And I want full compensation for my winnings. And I have reasons for that.

And I hope for your help

Sincerely, Gavrilov egor

But I'll say one thing: I won that same day, as far as I remember, and verification was approved on the second day. But I'll ask Trips Casino to provide you with the exact details.

Since I don't have access to the account, they took it away from me.

Dear Trips Casino Team,

Thank you very much for your continued cooperation and for the information you have already provided.

To help us complete our internal review and ensure that this case is assessed with full accuracy and fairness, I would kindly ask you to confirm and, if possible, provide supporting documentation for the following details:

• The date when the player registered their account at Trips Casino
• The date or approximate period when the player played and won the mentioned amount
• The date when the player’s KYC verification was completed and approved

These details are very important for verifying the timeline of events and for determining when the restriction on Russian players was officially implemented, as it may have directly influenced the player’s account status.

We truly appreciate your cooperation and assistance in clarifying these points.

Once we receive your confirmation, we will proceed with the next step of our review and update both parties accordingly.

Thank you once again for your time and collaboration.

Best regards,

Karla

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 Casino Guru Team,

Thank you for your interest and attention to this matter. However, we are not able to disclose any personal client information in an open discussion.

We would like to briefly summarize the events related to this case: unfortunately, our attempt to accommodate the client’s request turned out not in our favor. Indeed, we should not have proceeded with the verification or attempted to find alternative withdrawal solutions for this client.

Once it became clear that we were unable to process payments or maintain cooperation with clients from Russia, we took immediate action to restrict access and prevent similar incidents in the future.

The client has been refunded, with the evidence already provided above. Therefore, we consider this case fully resolved.

Further interactions related to this case, as well as with clients from Russia in general, are considered high-risk. Reputationally, we have already suffered from such associations, which is why we have completely disabled registration and access for users from this region.

Unfortunately, the sanctions imposed on Russia, which are legally justified, make it impossible for us to operate there. None of our payment providers or partners are willing to cooperate or process transactions within this jurisdiction.

Thank you for your understanding.

Best regards,

Trips Casino

Dear Trips Casino Team,

Thank you very much for your response.

To complete our internal review fairly and accurately, I need to confirm the timeline of several key account events on your side (registration date, gameplay period, and KYC approval). These details are important for us to properly understand the sequence of actions and ensure the case is assessed with full accuracy.

As we fully respect the confidentiality of your clients’ data, please rest assured that any information you provide will remain private and will not be shared publicly.

If possible, could you send the requested details directly to my email at:

karla.m@casino.guru

Thank you sincerely for your cooperation and assistance.

Best regards,

Karla

Hello, Casino Guru team

All information has been provided via email

Have a nice day!

Dear Trips Casino Team,

Thank you very much for your update and for sending the requested information to my email.

I confirm that I have received your message, and I will now carefully review all provided evidence as part of our ongoing assessment.

Thank you for your cooperation in helping us work toward a clear and fair resolution of this complaint.

Hello, Trips Casino Team,

I would like to clarify one more important point before proceeding further.

Could you please re-confirm whether your system detected any VPN or IP-masking activity on the player’s account?

If yes, kindly provide relevant evidence, such as IP logs or system flags (with any sensitive data redacted if necessary).

Thank you both for your cooperation.

Once I receive these clarifications, I will continue with the review.

You still indicated Russian during registration. That's the first thing.

Secondly, you checked my Russian passport yourself. You have to be a complete idiot to check my Russian passport if you're not allowed to play. Especially since Russia had access. And what about you saying I use a VPN? I used a VPN on your other projects, and you listed Russia when you registered. And nothing happened. I even withdrew my winnings. And you're complete idiots. I'll say it again.

Dear Trips Casino Team,

Thank you for the information provided so far.

To complete our review, I kindly ask for one more important clarification.

Could you please confirm the following:

– Did the player enter any false or incorrect information during the registration process (country, phone number, address, personal data) that would have allowed him to pass the KYC verification later?

Or, alternatively,

– Did the registration details fully match the data submitted during the KYC process?

This clarification is essential for determining whether the player intentionally bypassed restrictions or whether the account was created and verified normally on your side without any inconsistencies.

Please provide your answer privately if needed. Any sensitive information will remain strictly confidential and will not be shared publicly.

Thank you very much for your cooperation.

Dear Casino Guru team,

Thank you once again for your interest in this incident. All verification information has already been provided in this same thread — please review it carefully once more.

A refund to the client has been issued, so there were no financial losses for the client in this incident. All risks and losses remained on our side. We have provided the additional information you requested — all points of your request have been closed. All the data is available in your email and in this thread.

Thank you for your understanding.

Dear Trips Casino Team,

Thank you for your message.

For the purpose of completing our review accurately, I kindly need a direct answer to the clarification requested earlier, as this information has not yet been provided.

To proceed, could you please explicitly confirm one of the following:

1. Did the player enter any incorrect or false information during registration (country, phone number, address, or other personal data), which would have enabled the account to pass KYC incorrectly?

OR

1. Did the registration details fully match the data submitted during KYC verification, meaning the account was created and verified normally on your side without inconsistencies?

Please note that I am simply trying to assess whether the player registered while using a VPN and provided different details in the registration form than in the KYC documents (for example, not selecting Russia as their country).

This clarification is essential to determine whether the player attempted to bypass restrictions, or whether the casino's system accepted the account as fully valid and compliant at the time of registration and verification despite player confirmed this from their side i want to hear also side of the casino.

Thank you very much for your cooperation, and I look forward to your clarification.

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 SDI54,

Thank you for your detailed explanation and for your patience throughout this very long and complex case.

At this point, the casino has confirmed that your initial deposit has been refunded, but it has refused to pay out the winnings and has stopped cooperating further in this complaint. Despite multiple extensions, the casino has not provided the clarification we requested.

To proceed correctly, I kindly need to ask you to confirm how you would like to move forward:

– Close as resolved

If you consider the refund of your initial deposit an acceptable outcome and you do not wish to continue pursuing the winnings through this complaint, please confirm that you agree to close the complaint as resolved.

– Continue pursuing the winnings

If you do not agree with the outcome and still wish to pursue your winnings, please confirm this as well. In that case, due to the casino’s lack of further cooperation, the complaint will be closed as unresolved, which may negatively affect the casino’s rating.

Please note that at this stage, without additional cooperation from the casino, we unfortunately have no further means to enforce the payout through this complaint.

Kindly let me know which option you choose so we can proceed accordingly.

Dear SDI54,

We are extending the timer by 7 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 lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru

We’ve reopened this complaint at the request of SDI54. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Yes, it would be fair and wise for Trips to pay out 50 USDT. There was no violation on my part. We've already sorted this out. Trips simply can't admit guilt and give me my well-deserved winnings of 50 USDT.

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.

It's my birthday today 🎉

Dear SDI54,

Thank you for your message and for your cooperation throughout this complaint.

Unfortunately, despite multiple reminders and extended time frames, Trips Casino has stopped responding to our requests and has failed to provide the clarifications necessary to continue resolving this case. As a result, we are no longer able to effectively mediate or move the complaint forward.

While the casino confirmed the refund of your initial deposit, the dispute regarding the unpaid winnings remains unresolved, and the casino has not shown further willingness to cooperate in this matter.

For these reasons, we are now closing this complaint as unresolved, which may negatively affect the casino’s rating on our website.

Please note that if the casino decides to resume communication or provide new relevant information in the future, you may request that the complaint be reopened.

Thank you for your patience and understanding.

Kind regards,

Karla