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THE CASINO SENT AN EMAIL SAYING THEY WERE CLOSING DOWN BUT HAVE NOT ACCEPTED MY WITHDRAWAL. What is going to happen you can't get through to support and i'm freaking out this has to be illegal they have to give me my funds

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Dear Jenai,

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 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

but the casino is closing down for good and said you wont be able to access your account. You also can't get ahold of anyone. I can't find out if they have voided withdrawal limits as these 2 amounts are above the 3000 daily limit and I am past the 7500 weekly limit but what am I supposed to do since they're closing down for good? This casino wont be open in 14 days and I need help contacting someone.

I have tried all resources of contacting casino. In order to find out if they have voided the withdrawal limits. When the casino will close down for good and all other questions. They have closed their 24.7 chat service and do not respond to any emails. Please help me contact them before the casino closes for good as it doesn't give a time just says "soon"

Hello, why is no one helping me

It has been 6 days since I have heard anything about my complaint can someone from casino guru please help me

It has been 14 days. I have received no help from you in this time so please help now

Dear Jenai,

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 have heard nothing from the casino and no withdrawl. I am stressed. Can you try and contact someone from novatrix srl their owner/operator as you will not get a response from trips casino.

Is there something you can do to help now

Dear Jenai, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla M.

Yes, i had received 2 withdrawals prior to them announcing closure have passed kyc all the money was valid wins as I had won around $15,000 and had to split it up into seperate withdrawals then they decided to close down prior to sending me the rest. They haven't given any communication. Can you reach someone who is part of the owner operator

i checked this morning they had rejected my withdrawals with no context. If there system has a 21 day internal cycle to just reject. I have resubmitted

They have now removed all trips casino emails but they have added this novatrix one tripscasinosupport@novatrixsrl.net

i am denied access to the site and last I saw I only had one $3000 pending withdrawal I need my whole $9000

Hello.

Dear Jenai,

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, Barbora, (barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Trips Casino representative to join this conversation.

Dear Trips Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

@barbora they wont answer they have a new email tripscasinosupport@novatrixsrl.net please help

They're now asking for more verification I have sent my entire july bank statement and pdfs of my deposits but they have closed down their site so I have had to send everything via email

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jenai,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora