Trip2Vip Casino - Pelaajan voitot on takavarikoitu.

I deposited €400 of my own real money at Trip2Vip. After losing the bonus balance, I continued playing only with my real money funds. I then won approximately €5,500 through legitimate gameplay.

Soon after my win, the casino locked my account and informed me that my winnings were removed due to a "violation of the rules," referencing their Anti-Fraud Policy (Point 11). I asked for clarification multiple times, but the support agent refused to specify which rule was allegedly violated and directed me only to their general Terms and Conditions.

I have reviewed their policies carefully and found no evidence of any violation on my part. I used a single account, played fair games, and wagered with my deposited real money after the bonus funds were lost.

I believe that Trip2Vip has unfairly withheld my legitimate winnings and closed my account without transparent justification, which violates fair gaming and consumer protection principles.

Requested Resolution:

Full reinstatement and payment of my legitimate winnings (€5,500).

A formal written explanation from Trip2Vip regarding the alleged rule violation.

I am attaching (or can provide upon request) screenshots of the chat conversation with their support agent and proof of my deposit and winnings.

Thank you for your assistance in mediating this dispute.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Trip2Vip Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Which bonus have you activated and played? Could you please share a screenshot or a link to the particular promotion?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Answers to Your Questions

How long were you a player at the casino, and when exactly was your account blocked?

I registered at Trip2Vip Casino after clicking a promotional link on Facebook, My account was disabled after I won straight away and stopped playing.

I was an active player for only a short period,, as I deposited and played shortly after signing up. My account was blocked

How did you learn about your account being blocked?

I attempted to access my account to withdraw my winnings and found I couldn’t log in. When I contacted their support via live chat on October 16, 2025, the Trip2Vip bot prompted me to provide my email (me of the closure.

What games did you play to accumulate your current balance in the casino?

I exclusively played a slot game called "Area 69" (or similar, as I’m not 100% certain of the exact name due to my account being inaccessible). My €5,500 balance was accumulated solely through this game after my initial deposit and bonus were exhausted.

Which bonus have you activated and played? Could you please share a screenshot or a link to the particular promotion?

I believe I activated the welcome bonus offered by Trip2Vip upon signing up via the Facebook link. I don’t have a screenshot or direct link to the promotion, as I can’t access my account, and the link was a one-time ad on Facebook. The bonus funds were completely lost and wagered during my play, and my €5,500 winnings were earned using my real money balance (€400 deposit) after the bonus was depleted. As Alex confirmed in the chat, the winnings were considered "real money," yet they were still confiscated.

Alex

Give me a few minutes, please. I will check it for you.

I won with real money

I keep gambling

and after I win

you cut my account

an hour ago

Alex

Thanks for waiting. After checking your account, I can confirm that it has been locked due to a violation of our rules. As a result, any winnings associated with the account have been removed in accordance with Terms and Conditions.

If you have any questions, please let me know.

Vioplation??

what violation?

2 hours ago

Alex

I completely understand your concern and how frustrating this must be. All the details are available on our website in the rules, so please have a look there. If you have any other questions or need any help, I’ll be happy to assist you.

what rule

tell me?

2 hours ago

Alex

I completely understand that you are feeling disappointed. At the same time, all the relevant information regarding account rules and policies is available on our website. In particular, you can review point 11 – Anti-Fraud Policy, which explains the rules in detail. Please take a moment to familiarize yourself with this section.

Yea

it's not me

I win money

risk my own money

2 hours ago

Alex

I understand that this situation seems terrible to you right now and you only feel negative emotions, but you can review the rules on our website. I’m also providing you the link so you can see all the details: Terms and Conditions

Where can I make a complaint

Alex

Thank you for waiting! To file a complaint, please send an email to: support@trip2vip.com

I will forward your request regarding your funds to the relevant department for processing, and we will notify you by email as soon as we receive a response from them.

I need my full funds

i won with REAL money

you have no reason to confiscate my winnings.

Alex

Yes, I fully understand your situation and will immediately forward this request to the relevant department.

Do you have any additional questions in the meantime?

1 moment

I want my full playhistoryt

n hour ago

Alex

You can upload this information via live chat.

Alex

I have forwarded the documents you provided to the relevant department. Please wait for a response.

How about the funds?

do I get a full amount of refunding

an hour ago

Alex

Your refund request has been forwarded to the relevant department and we will inform you by email as soon as we receive a response.

LuxonPay card statement (9).pdf

refund of the full amoutn?

Iban

so this are conficsation

confirmation

an hour ago

Alex

Your proof of payment was declined because we don't accept edited images. As I mentioned before, if your card is virtual, please provide a screenshot from your online banking with the image of your virtual card, showing the first 6 and last 4 digits of the number, cardholder's name and expiration date.

199.79 KB • PDF

why is this not correct?

This is made to verify my card

an hour ago

A

an hour ago

Alex

Please read carefully, as there has been a misunderstanding between us. Your proof of payment was declined because we don't accept edited images.

Please provide a screenshot from your online banking with the image of your virtual card, showing first 6 and last 4 digits of the number, cardholder's name and expiration date.

199.79 KB • PDF

check

43 minutes ago

Alex

I also just received an update regarding POA. The document uploaded for address verification is not acceptable. Please upload a bank statement in PDF format, a utility bill, a tax invoice, or another government-issued residential document issued within the last 90 days.

certificato residenza 2574831377 (2) 18th August 2025.pdf

258.11 KB • PDF

what is wrong with this?

40 minutes ago

hello

this is good

32 minutes ago

Alex

Thank you for your patience!

I have received an update from the relevant department. I am pleased to inform you that you have successfully passed the verification process.

Therefore, I can successfully forward your request for your gaming history. Please note that this process may take up to 30 days.

30 days?

for the FULL refund?

Yes?

30 minutes ago

Alex

No, the 30-day period that I mentioned was referring to your request about your game history. This means that 30 days is the maximum processing time for this request.

What about my myrefund?

29 minutes ago

Alex

Your refund request has been forwarded to the relevant department, and we will inform you by email as soon as we receive a response.

will I get my full refund?

29 minutes ago

Alex

Thank you for your patience! You will receive information about your refund by email as soon as we receive confirmation from the team responsible for this.

INformation i need to know if it i get my full money

They have paid me the full amount.

Dear Jessi20001,

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,

Tomas

Casino.Guru