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Ive had 500 euro of my real money taken from my casino account with trips casino !

I had 500 euro real money no restrictions and withdrawable. I then reached level 4 VIP status so 75 euro was automatically added to my account without my knowledge I then realised and was told there is a restriction of 1500 euro limit to withdraw from this bonus so i played down to 2000 euro that left my 500 euro real money already in my account and 1500 I was allowed to withdraw from the bonus, my 500 euro real money has been taken and they only allowed me to with 1500 as they said the restrictions apply to my real money when they automatically added the bonus so I wasn't given a chance to withdraw my 500 euro before playing the bonus

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Hello,

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

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

• After your account was credited with a 75€ bonus, did your balance drop under 500€ at any point?
• Have you completed the wagering requirement of the loyalty bonus?
• Was your real money and bonus money balance displayed separately?
• Have you requested a game history from the casino for the relevant time period?
• 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

Thanks for sharing the information with me.

For us to argue that you are eligible for the full amount, we would need to conclude that you never had to use the 500€ already in your account in the first place.

If you believe you achieved your winnings purely with bonus money and never had to use the real money already on your account, kindly provide us with your game history starting November 5th. If the circumstances of your gameplay led to you needing to play with your real money in order to complete wagering of the bonus, we might not be able to assist you in asking full amount from the casino.

You should be able to request your game history from casino support.

If you have issues obtaining records of your game history from the casino, save your interaction with the casino instead and share it with me.

Looking forward to your reply.

I will request this from my VIP Manager and send it through Thanks

Dear player.

Were you able to learn more about your gameplay from the casino since your last post? Please let me know.

My email is tomas@casino.guru

Dear martinshinea,

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.

Dear Casino Guru team,

We would like to provide information from our side to help clarify the situation.

Regarding this incident, first of all, we genuinely regret that it has caused such emotions for the customer. However, it is important to highlight several key points:

The bonus was issued manually during a chat conversation with our support agent.

It was not granted automatically, as the customer already had an active balance. The bonus was added by the operator, and the customer was informed about this directly in the same chat.

In a later chat, the customer was also clearly informed about the maximum withdrawal limit associated with this bonus.

All winnings were generated with assistance from bonus funds, which is why the withdrawal limit was applied according to the bonus terms.

If you require chat transcripts or a detailed bonus history, please let us know — we are ready to provide them.

We would also like to emphasize the positive aspect of this situation: the customer significantly multiplied their balance and received a payout that exceeded their deposit amount. While we fully understand that every player hopes to win more, a withdrawal of 1,500 EUR is still a very strong result, and the customer successfully requested and received this payout.

The bonus should have been added to my account to activate myself weither I requested it or not so you had it actively added to my real balance putting restrictions on my real balance why would I have 75 euro added with a withdrawal limit added to my real balance when it would restrict it?? I would like to request the transactions casino guru have requested from the 5th of November as I deleted my account over this, they have the live chat transcript all email interactions with your casino and my VIP manager and also screenshots showing my balance before and after your casino added the bonus already activated to my balance instead of to my bonus account to activate it myself after I made withdrawal I want to clarify this is why I requested it to be added to my bonuses to activate it myself as this is how your bonuses usually work!

To answer your first two questions Tomas no my balance never dropped under 500 euro and no my balance was not displayed separately they just added the bonus funds to my real balance as I mentioned earlier bonuses with trips casino are added to your bonuses to activate when a player is ready and this were this has all gone wrong I wanted to make sure I got my VIP bonus for reaching a new level as Ive always had to request them when I realise I have reached a new one and when I have done this previously they are added to my account to activate I don't understand why this time it was added to my real balance

I understand you and your feelings, and thank you very much for your feedback.

Our bonus system works in such a way that you can cancel a bonus at any moment in your profile. Bonus funds are not added to the real balance — they are transferred only after you meet the wagering requirements. This means the bonus can be canceled at any time without affecting your real funds.

However, even if for some reason you couldn’t find this option, you could always ask support at any moment during gameplay to cancel the bonus for you.

Two key points here are:

1. You were informed about the bonus being credited and you thanked us for the bonus, which suggests that you had no issues with it at the moment it was granted.
2. You had the option to cancel the bonus up until the completion of the wagering conditions.

Another important point is that at any time you could withdraw your real balance — it would be transferred to a separate balance that is not affected by bonus restrictions, allowing you to continue playing with only the bonus funds.

But in your case, none of these options were used, and the bonus funds were involved in achieving the total winning amount, which is why the restrictions were applied.

At the request of the Casinoguru representatives, we can provide gameplay details or the chat transcript where the bonus was credited.

I have already sent the live chat transcript now they are requesting gameplay transaction showing my real balance just before and the bonus was added up until I requested my first withdrawal of 2000 euro

Send them through to casino guru representative examine my complaint at tomas@casino.guru thanks

This will show I had 500 euro in my account at the time I requested the bonus it makes no sense that I would not withdrawal the 500 euro if I knew the bonus funds would be added to my real balance I have been playing at your casino a long time the bonus shows that!

Thanks to both parties for the exchange.

We would like to ask the casino representative to provide us with the player's game history records for the time the bonus 'trips cash! 50'

was credited to the player's account until the wagering of said bonus was complete showing the evolution of the player's balance at that time, preferably in .csv or .xls format.

Send this information to my email at tomas@casino.guru for review.

Thank you Tomas I also requested them here and the casino replied saying the would send them to your email I also emailed the VIP manager I had and the casinos support email address and have not had a reply

And also just to clarify it was a 75 euro bonus added to my real balance of 500 that restricted it to a 1500 euro limit so requesting game history from when the 75 euro for reaching a new VIP level was added until I requested the 2000 euro withdrawal thank you

I apologize for the misunderstanding.

Dear casino representative,

Kindly share the relevant game history, following your own suggestion to share these files with me earlier

Send the information via the available channels, such as my email at tomas@casino.guru

Hi, Tomas

Information has been provided via email

Have a nice day!

Hi Tomas have you looked at this game history trips are saying they sent to you??

Thanks for your patience.

The information from the casino won't be enough for us to conclude the matter. I apologize for the fact that this case takes longer to assess.

I truly appreciate the time and effort both parties have 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, Michal (michal.k@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,

Tomas

Hello martinshinea,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I can somehow understand why you might feel you should be entitled to the winnings of 1500 (bonus wins) + 500 (your previous balance), there are a few important points that affect the entire situation.

The bonus was explicitly requested by you via livechat, so your claim "75 euro was automatically added to my account without my knowledge" is not accurate.

This is the livechat transcript regarding the VIP cash bonus.

Phill (Wed, 11/5/2025, 08:40:23 pm Europe/GMT+2)

Hi there! Our support team is here to assist you! What’s your question? 🍀

Shinea (Wed, 11/5/2025, 08:40:43 pm)

I just reached another VIP level when is my bonus issued??

Phill (Wed, 11/5/2025, 08:40:51 pm)

My name is Phill and I will be happy to assist you!

Shinea (Wed, 11/5/2025, 08:41:12 pm)

Thanks

Phill (Wed, 11/5/2025, 08:41:26 pm)

Your request is in my hands. I'll get back to you shortly.

Shinea (Wed, 11/5/2025, 08:44:13 pm)

👍

Phill (Wed, 11/5/2025, 08:45:03 pm)

Can you, please, provide me with the screenshot from the VIP tab?

------------------------------------------------------------------------------------------------

Phill (Wed, 11/5/2025, 08:58:46 pm Europe/GMT+2)

Hi there! Our support team is here to assist you! What’s your question? 🍀

Phill (Wed, 11/5/2025, 08:58:58 pm)

Welcome back!

Shinea (Wed, 11/5/2025, 08:58:58 pm)

My chat was just cut off

Shinea (Wed, 11/5/2025, 08:59:17 pm)

Here's the screenshot showing I've reached a new vip level

Shinea (Wed, 11/5/2025, 08:59:32 pm)

Even though I should be able to check this yourself??

Shinea (Wed, 11/5/2025, 09:00:45 pm)

https://cdn.livechat-files.com/api/file/lc/att/19237776/8118********************20/Screenshot_2025-11-05-18-59-59-453_com.android.chrome.jpg

Phill (Wed, 11/5/2025, 09:00:58 pm)

Your request is in my hands. I'll get back to you shortly.

Phill (Wed, 11/5/2025, 09:02:11 pm)

Shinea, your bonus is added! Good luck!

Shinea (Wed, 11/5/2025, 09:03:12 pm)

Thanks 😁😁

So you were fully aware of this cash bonus.

Additionally, this was not a "usual" bonus, but a VIP reward, and it can be clearly seen that it was a 75EUR cash bonus

Thus, it is quite understandable that the 75EUR cash bonus was added to your "normal" balance.

Moreover, the rules about VIP program bonuses are freely available to review at anytime.

Additionally, as you mentioned, "To answer your first two questions Tomas no my balance never dropped under 500 euro" This is again not accurate. Prior to receiving the cash bonus, your balance was cca 300 EUR and not 500 EUR as you suggested.

You were playing the Sun of Egypt 3 slot. Before receiving the cash bonus, your last bet was placed at 05.11.2025 at 8:37 pm (casino time). After the bonus was credited (09:03 pm) at your own request, you almost immediately continued playing the same slot—Sun of Egypt 3—later that same day from 9:04 pm (casino time).

I felt it was important to highlight this detail. That said, there are still some points on which I would like further clarification, and I have reached out to the casino team accordingly.

Dear Trips Casino,

I have sent you an email from my email address michal.k@casino.guru containing further inquiries, and I am looking forward to your response.

I did request the bonus I never said I didn't the confusion there is I didn't realise is that it was added to my real balance as I went straight back to playing after this as I also stated the bonus was added to my real balance when it has always been added to my account to activate when I'm ready to use it. It would make no sense to request a bonus to my real balance restricting it and this is why I went back to live chat to ask what restrictions had been put in my account when I stopped playing again and realised the bonus was not in my account to activate as it usually is done. I would like to see the bet history also please as i believe it was at 500 euro wen I requested my bonus I would also like to add that I requested it because I've missed out on bonuses before when I hav

Hello Casino Guru team and, dear customer,

Regarding the bonus, we have already mentioned that it was available for deactivation throughout the entire wagering process. Moreover, you could have contacted support at any time and, once you became aware of the maximum withdrawal amount, requested the bonus to be canceled if it was not suitable for you.

Additionally, we would certainly have met you halfway: you could have played using your real funds first and then requested the re-crediting of the bonus that had been canceled. In other words, all necessary tools were available to you, and there was no intention on our side to take any negative actions regarding your winnings.

Another important point in this case is that regardless of the starting balance before the bonus, it was still significantly lower than your final winnings. We would also like to emphasize that you ultimately withdrew the maximum amount allowed from this bonus.

All available options and information contradict your initial statement and the claims previously made.

As for the betting history, you can access it directly in your profile or contact support with a GDPR request to obtain your betting history.

Have a nice day.

You do not re credit bonuses at a player's request and your still not answering why it was added to my balance and not into my bonuses to activate myself also it's the second time you've said I had a good win off what I deposited which doesn't matter and you know my account is disabled and I can't check my history I want to know if is the same as what you have sent to casino guru as they as they are stating my balance was at 300 when you added the bonus

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.

Regarding this case, we do not fully understand what additional information is being requested from our side. Nevertheless, let us summarize the situation once again.

The customer contacted support and requested a bonus. All relevant information was provided, and the customer accepted the terms under which the bonus was credited. The customer was informed about the maximum withdrawal limit associated with this bonus.

The funds were credited to the bonus balance, from which the customer started playing. After completing the wagering requirements, the customer continued playing. Although this was a no-deposit bonus, it had a relatively high maximum withdrawal limit.

The customer won using this bonus, submitted a withdrawal request, and the withdrawal was processed. Any amount exceeding the permitted limit was deducted. The withdrawal itself was successfully completed.

The betting history can be obtained only through a GDPR request submitted via our support email — there are no alternative ways to access it.

All details, including betting and balance history as well as chat transcripts, have already been provided to the Casino Guru team. Please let us know what additional clarification or response is still required?

Dear martinshinea,

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.

THE QUESTION I HAVE ASKED OVER AND OVER AGAIN AND STILL NOT BEEN ANSWERED IS WHY WAS THE BONUS MONEY ADDED TO MY REAL BALANCE AND NOT TO MY ACCOUNT TO BE ACTIVATED???

I've asked the question multiple times and it has not been answered just repeating that I knew of the bonus which I acknowledged from the start I never lied about this or tried to as I gave the live transcript showing I requested it but i hope the answer to this question will bring clarity as I've also said why would I request a bonus to be added to my real balance that was already high putting a wagering limit and a max withdrawal on it???

I understand your request, and of course we are ready to clarify this point

Bonus funds technically cannot be credited to the real balance. Since bonus funds have wagering requirements, they are kept separate and do not mix with or affect the real balance. When playing, bonus funds are used first.

However, once the wagering requirements are fully completed, the funds are transferred to the real balance and become available for withdrawal. As we mentioned earlier, you had access to withdrawing your real balance at all times up until the moment the wagering was completed.

You could have canceled the bonus at any time, and this would not have affected your real balance in any way.

Technically can't be added to the real balance THEN WHY WAS IT?? It shouldn't have come to me needing to cancel the bonus because it should have been added to my account for me to activate when I was ready but it was added to my real balance and all you can say is technically it can't be so your still not answering why it was

The statement that the funds were credited to the real balance does not correspond to reality. There are always two separate balances — real and bonus — which you can verify at any time in your profile (please do not confuse this with the total balance, which displays the combined amount of both the real and bonus balances).

A bonus is activated at the moment it is credited, in exactly the same way as a deposit bonus: when you make a deposit, bonus funds are also credited automatically. We would like to emphasize once again that you had full control over both your bonus balance and your real balance at all times.

However, if you experienced any difficulties or genuinely believed at that moment that the funds had somehow been credited to your real balance, as you are now stating, you could have not only canceled the bonus yourself but also contacted support to clarify all the details. None of the available options were used.

Unfortunately, just as your initial claim that the bonus was credited without your knowledge was incorrect, the claim that the bonus was credited to the real balance is also not accurate. At this stage, we have provided all available information regarding bets, chat history, and changes in and operation of the bonus balance.

We kindly ask the Casino Guru team to review this case and provide a final verdict, as all relevant details and timelines of the incident have already been provided from our side. Thank you for your time and consideration.

It's a VIP bonus it should have been added to my account to be activated by me I'll say again why would I request the bonus if it was going to be added to my real balance my VIP level shows how long I've been playing at your casino and I always use bonuses so I know how the usually work this time it was added to balance with no restrictions then restricted it I believe you are giving excuse after excuse I would like to hear from casino guru now also

Dear martinshinea,

Before I can provide a final verdict, as indicated by the casino team "The betting history can be obtained only through a GDPR request submitted via our support email — there are no alternative ways to access it." so please request your full gamelog from them for the related days where the separate real money balance and bonus balance are reflected, including bonus history (when each bonus was claimed and used), ideally in XLS format from the casino and forward it to me at michal.k@casino.guru for a review.

This should clarify if the bonus (the 75 EUR) was indeed added to your real money balance or confirm the statement by the casino team, "Bonus funds technically cannot be credited to the real balance."

Additionally, I must concur with the casino team on this: if you experienced any difficulties or genuinely believed at that moment that the funds had somehow been credited to your real balance, as you are now stating, you could have not only canceled the bonus yourself but also contacted support to clarify all the details. None of the available options were used.

As you must have known that the funds were credited to you, why have you not checked this with the casino support team?

Dear martinshinea,

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.

There telling me I can access it myself but they know my account is closed and I can't access it so waiting on another reply

Your account status does not affect your ability to write to email: tripssupport@tripscasino.com

Your account status does not affect your ability to write to email: tripssupport@tripscasino.com

This is what support replied yesterday

And can your still not answering why my VIP bonus money was added to my balance and not my account to activate myself

Or explanation on what you meant by typically can't be added balance??

Dear martinshinea

As mentioned in the email:

Please let them know that you cannot access your account and that you need your full gamelog from them for the related days where the separate real money balance and bonus balance are reflected, including bonus history (when each bonus was claimed and used), ideally in XLS format.

Also, please include my email michal.k@casino.guru in the "Cc"

I got the same answer after explaining I can't access my account

Dear Trips Casino,

Please provide the player with their complete game log for the relevant dates, showing a clear breakdown of real money balance and bonus balance. This should also include the full bonus history, specifying when each bonus was claimed and when it was used. If possible, we kindly request the information in XLS format.

Hello, Casino Guru team!

Unfortunately, considering that this case has been ongoing for more than three months and the client has been consistently providing inaccurate information, we are not confident that the client is genuinely interested in resolving the issue.

Below, we are providing a screenshot of our response, including the date and, most importantly, the email status marked as "Read." After the support manager received information about the client’s account status, they requested all the necessary information to proceed with the GDPR request. This creates the impression of an intentional attempt at fraud on the client’s part.

Dear client, could you please clarify why you did not provide a screenshot of this email?

Dear martinshinea,

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.

I can provide all information requested other then my last deposit amount I can't remember it a few months back now I've told support this hopefully the other information requested will be enough

Again I still haven't had an answer on my the bonus wasn't added to my account to activate when I am ready like all other VIP bonuses I've reached

The only answer I've been given to that question is "Bonus funds technically cannot be credited to the real balance."??? But it was and I didn't realize because all previous VIP bonuses have been added for me to activate myself and because I went straight back in to playing my balance was going up and down so I didn't notice but again why wasn't it added to my bonus account for me to activate it

We received the information via email and forwarded it to our DPO.

Regarding your question: unfortunately, during this complaint your various requests related to different aspects of the complaint got mixed together, and the original request has drifted quite far from what we initially had.

However, we are happy to go over it again: the bonus was activated manually — in exactly the same way as you receive a deposit bonus that immediately goes to your bonus balance. Importantly, the bonus was not credited automatically precisely because you already had a balance at the moment you reached the level.

But none of this really matters anymore since you did play through this bonus. You had no issues when you won using this bonus, nor when you withdrew money from this bonus. The only thing was that you wanted to withdraw more — and we respect that — but rules are rules and balances cannot be mixed.

It doesn’t matter what amount you had, because the wagering requirement on the bonus does not allow mixing of balances. As we already explained, you could have withdrawn, cancelled, or contacted support at any point — and in each case you would have been able to withdraw your own balance.

But after you decided to play the bonus, completed the wagering, and the money was transferred to your real balance — the restriction was applied. It makes no difference how much you had on your balance before wagering, because this is a maximum withdrawal limit and it exists for this exact reason — which is also what the support manager explained to you.

And you were perfectly aware of this, because otherwise you wouldn’t have contacted support to ask about the amount that could be withdrawn. At all stages before the withdrawal, this arrangement suited you.

The data has been sent to the client. For clarity, please note that the archive contains two files: the first includes the changes in both the bonus and real balances, and the second contains the bonus credit history along with their wagering status.

So you acknowledge you manually added the bonus to my balance? And not to my bonuses in my account to activate?

As I've said I know your not willing to make this right I want people to see how your casino operates

I reached a hight level on your VIP status so I know how the bonuses are usually added so it make no sense to I request it to be added thinking it was going to effect restrict my balance? And you keep repeating I should have cancelled it well I thought it was in my account to activate as they have always been added even manually through live chat as I also usually have to make the request I'm done with your accusations of fraud and excuses we're not getting anywhere I can only share my experience in hope others don't have to go through this

At this point, we believe we have reached a clear understanding of the situation: the bonus functioned exactly as it is designed to work technically, even if this did not align with your expectations.

Throughout this case, several statements were made that were later revised:

• Initially, it was stated that you were not aware the bonus had been credited;
• then it was claimed that the bonus funds were added to the real balance;
• later, it was suggested that we were unwilling to provide GDPR-related information.

All of these points have since been clarified with supporting data.

To summarize the facts once again: you contacted live chat specifically to request a bonus. The operator credited this bonus to your bonus balance and informed you, after which you proceeded to play. The winnings were generated exclusively from bonus funds. You then requested a withdrawal, which was successfully processed up to the maximum cashout allowed under the bonus terms, while the excess amount was removed in accordance with those rules.

Chat transcripts clearly confirm that you were informed about the bonus, its conditions, and the maximum withdrawal limit at the time of activation. Additionally, you had multiple options to avoid this situation altogether: you could have declined the bonus, canceled it at any moment, contacted support for clarification, or withdrawn your real balance before completing the wagering requirements.

We would also like to highlight this case publicly for transparency, as it demonstrates several important points:

• Our support team is always available to assist with bonuses and provide explanations before and during gameplay.
• Significant winnings are absolutely possible using our bonuses—as shown here, where a no-deposit bonus resulted in a €1,500 withdrawal that was successfully paid out.
• Players always retain full control over their balances.
• If you do not wish to play with a bonus, it can be canceled.
• Real funds can be withdrawn prior to bonus wagering completion (if we talking about this kind of scenario)
• Most importantly, while no-deposit bonuses do carry withdrawal limits, this does not apply to deposit bonuses—winnings from deposit bonuses are not subject to maximum cashout restrictions.

You still haven't explained how this VIP bonus was added to my balance not my bonuses to activate myself it wasn't an expectation it is how all other VIP bonuses have been added to my account so I don't understand how this one was different and you have given a answer just keep repeating how I could have cancelled it ect completely avoiding giving a straight answer

Just answer this are your VIP bonuses added to balance or to activate by the player?? Wether added manually or automatically???

And I sent the live transcript to casino guru myself so I was honest about going to live chat about requesting the bonus. and then when I asked about withdrawal limit I did this when I went to activate my bonus and realized you'd had added it to my balance

The bonus operates exactly as intended. We are ready to explain once again that bonus activation does not work in any alternative way. It functions in the same manner as a deposit bonus: once credited, the bonus is immediately active and available for play.

Indeed, within the VIP program, a player may need to click "accept reward." However, in this case, the bonus was requested directly by the player via live chat, and therefore it was credited immediately — this is the only possible workflow for such bonuses. There are no other activation options.

At the same time, the player now claims that they were unaware of the bonus activation, while actively playing with the balance after it had changed. This contradiction has been addressed multiple times with supporting data.

Dear Casino Guru team, we believe we have provided more than sufficient information regarding this incident and have gone beyond what is strictly required, even though all actions were carried out fully in accordance with the casino’s rules. Most importantly, everything occurred under the full control of the player, who had access to all relevant information and all available options to avoid this situation.

Furthermore, the bonus was granted strictly upon the player’s own request. There were no attempts to credit a bonus without the player’s knowledge or any other improper actions in this case. All procedures were followed in full compliance with the casino’s terms and conditions.

At this stage, we kindly ask for a final verdict and resolution of this incident, as all relevant data, timelines, and explanations have been fully provided.

Thank you all for your responses.

I believe that the casino’s most recent response has now clarified the key point behind the misunderstanding.

 It functions in the same manner as a deposit bonus: once credited, the bonus is immediately active and available for play.

Indeed, within the VIP program, a player may need to click "accept reward." However, in this case, the bonus was requested directly by the player via live chat, and therefore it was credited immediately — this is the only possible workflow for such bonuses. There are no other activation options.

As has been confirmed, martinshinea, you actively requested the bonus, and you have been fully aware that the bonus was awarded to you, as it's apparent from the livechat conversation:

Phill (Wed, 11/5/2025, 09:02:11 pm)

Shinea, your bonus is added! Good luck!

Shinea (Wed, 11/5/2025, 09:03:12 pm)

Thanks 😁😁

I would still like to examine your entire game log for the pertinent dates, which should include a detailed breakdown of both the real money balance and the bonus balance, including the times. This should also indicate when each bonus was claimed and when it was utilised, prior to us delivering our final decision. Therefore, kindly send it to me as soon as you obtain it from the casino.

Dear martinshinea,

We are extending the timer by 4 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.

I sent the live chat transcript i was honest from the start that i requested my bonus but ive also said over and over the bonuses are added to your account to activate not to your balance as this is how every other bonus has been added to my account other then this one which has lost me 500 euro! I sent the game history and havent heard anything

Dear Martinshinea,

Thank you for your email and for providing the game log. Unfortunately, the document does not include the key information required to clarify the situation.

Specifically, it does not display your real-money balance or your bonus balance. As a result, I am unable to determine whether the bonus wagering was completed exclusively using the €75 bonus funds or whether some of your existing real-money balance was also used to meet the wagering requirements.

As it has already been established that your previous claim of being unaware of receiving the bonus is incorrect—since you were fully aware when it was credited to your real-money balance, and you used it almost immediately—the only remaining decisive factor is to verify which funds were used to complete the bonus wagering.

I hope this matter can be clarified shortly. Please request your full game log again, and request that it include showing the balances (the balance amounts) prior to the bonus being used, throughout the entire wagering process, and up until the moment you finished the bonus wagering and requested the withdrawal of your winnings.

I have already requested this information from the casino; however, as I was previously informed, such details can only be shared directly with you.

Once you have it, please forward it to me for an independent review at michal.k@casino.guru

Dear Trips Casino team,

I have sent you another email and am awaiting your reply.

I have emailed them again i copied and pasted exactly what you have just said you need so hopefully i will get the correct information this time

I would like clarity on why this bonus wasnt added for me to activate as all other vip bonuses have been added to my account to activate i understand now this isnt being taken in to consideration as i requested the bonus thinking it would be added to my account to activate when i was ready as ive said this how all other bonuses have been added and this is also why i wento live chat thinking that it would be added to my bonuses account for some reason this one wasnt it was added to my balance so i should have been using my real balance but because they added and activated the bonus for me i wasnt aware i was using bonus funds until i made the withdrawl i can only hope now my winni g came from my real balance as no one is acknowledging the they activated the bonus not me

I hope trips casino will send you thos now and you can make a fair decision

Please clarify @trips why my bonus wasnt added to my bo uses why was it added activated???

2 days later Trips casino have given me the same response

We would like to ask the casino to reply to this complaint. We are extending the timer by 3 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 have sent through the requested history from trips casino to michal.k@casino.guru i hope this is correct information requested

Dear Trips Casino,

I wanted to follow up regarding the request for the player's complete game log. It appears that the player has not yet received the full log, which should include the balance amounts prior to the bonus being used, throughout the entire wagering process, and up until the completion of the bonus wagering, leading to their withdrawal request.

Could you kindly provide an explanation as to why this evidence has not been made available thus far?

I will extend the timeframe by an additional three days for you to address this matter. Please be aware that if this crucial piece of evidence is not provided within this timeframe, the complaint will be closed as unresolved, which will have a negative impact on your safety index rating. Furthermore, please note that unresolved complaints serve as a cautionary note for other players regarding your practices.

I look forward to your prompt response.

after taking weeks of waiting on the casino to provide my history and then sending the wrong documents twice now its impossible to access my history???

Dear Martinshinea,

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 one of the initial issues you raised — the lack of awareness regarding the credited bonus — has been clarified, and despite your repeated questions about why the bonus was credited to your balance immediately rather than made available for later activation, the casino has quite clearly explained that this particular VIP bonus could only be credited in this manner. It was also established that you were fully aware of its activation and that you used it almost immediately.

However, the casino has failed to provide the crucial evidence needed to determine whether the VIP bonus wagering requirements were completed solely using the €75 bonus funds or whether part of your existing real-money balance was also used. Without this information and evidence, the non-disbursement of your previous real-money balance does not appear fair.

Consequently, I have no other option than closing this case as Unresolved - Against Fair Gambling. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, if you wish to escalate your complaint, you can file a complaint with the Tobique Gaming Commission (TGC), as Trips Casino appears to operate within your jurisdiction under a gaming license issued by them. The Gaming Authority may offer additional options and resources to assist players. More information on this process can be found here: Licensing Authority – Tobique Gaming Commission | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

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

Dear Martinshinea

I have remained in contact with the casino team following the closure of this case, and they have decided to address the matter in a more appropriate manner rather than leave it unresolved.

In the meantime, I have been provided with evidence confirming that the casino has disbursed the outstanding amount of €300, which was in your balance prior to claiming the bonus, and the issue arising.

Please let me know once you receive this amount, as this would represent the fair settlement of this case.

I received the 300 euro today, I still stand by everything I have said and provided but am glad Trips were gave some of my money back and the case can be closed thank you 😊

Dear Martinshinea,

Thank you for your confirmation. As you have now received all funds that were in your balance at the time of your win and to which you were entitled, we consider this case successfully resolved.

I will now mark the case as resolved in our system. For future reference, I recommend familiarising yourself with any applicable bonus terms before claiming bonuses and ensuring you adhere to them to avoid misunderstandings. It is also always advisable to confirm any bonus-related limitations with the casino support team in advance.

I would like to thank both parties for their cooperation in addressing this case and reaching a positive resolution.

If you should encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru