Trips Casino - Вывод средств игроком задерживается после аннулирования бонуса.

Hello,

I registered at Trips Casino with a nonsticky bonus (200%) and deposited €300.

The bonus was credited automatically and my account balance was €900 (screenshots attached).

I immediately landed winnings in REAL MONEY (my lowest account balance was exactly €891) and I played up to a balance of €2100.

I then cancelled the bonus so that I could withdraw €1500.

(Now, in my opinion, the deception begins)

When I cancelled the nonsticky bonus, my balance ended up at €300.

I immediately contacted customer support via chat, but they kept contradicting themselves and couldn't give me a plausible explanation. I also asked for an excerpt from the terms and conditions that apply to Trips Casino's actions. The chat support themselves admitted that the action in question wasn't covered in the terms and conditions.

Please help me get my €1500.

Thanks

Hallo,

habe mich mit bei Trips Casino mit einem nonsticky Bonus (200%) angemeldet und 300 € eingezahlt.

Der Bonus wurde automatisch gutgeschrieben und mein Kontostand betrug 900 € (Screens befinden sich anbei)

Umgehend landete ich Gewinne im ECHTGELD (mein niedrigster Kontostand befand sich genau bei 891 €) und ich spielte bis zu einem Guthaben von 2100 €.

Anschließend stornierte ich den Bonus sodass ich mir 1500 € auszahlen kann.

(Jetzt beginnt in meinen Augen der Betrug)

Als ich den nonsticky Bonus stornierte, landete mein Guthaben auf 300€.

Ich habe sofort den Chat kontaktiert, aber der widerspricht sich permanent und kann mir keine plausible Erklärung abgeben... Ich habe auch um den Auszug aus den AGBs gebeten, die für die Handlung des Trips Casinos zutreffend sind. Hierbei hat der Chat selbst zugegeben, dass die angewandte Handlung nicht in den AGBs steht.

Bitte helft mir meine 1500 € zu bekommen.

Danke

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise on how did you cancel the bonus? Have you done so manually or through contacting customer support?
• Have you completed the wagering requirements prior to the cancelation?

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

Best regards

Attila

Thank you for your reply.

Attached you will find the nonsticky bonus I used to register.

I had already spoken to my partner beforehand, but unfortunately, this partner is unable to communicate properly with the casino.

I manually cancelled the bonus myself, as I was already using real money.

Because with a nonsticky bonus, the real money is used first.

Vielen Dank für Ihre Antwort.

Anbei sende ich Ihnen den nonsticky Bonus mit dem ich angemeldet habe.

Ich habe im Vorfeld auch schon mit dem Partner gesprochen, aber leider ist dieser Partner nicht in der Lage ordnungsgemäß mit mit dem Casino zu kommunizieren.

Ich habe den Bonus manuell selbst storniert, da ich mich im Echtgeld befunden habe.

Denn bei einem nonsticky Bonus wird zuerst das Echtgeld verwendet.

Greetings to the client and Casino Guru team,

Let us address this situation directly without unnecessary delay. As is known, our bonuses operate under the following structure: bonus funds are used first, followed by real funds. This is primarily designed to allow players to cancel a bonus if it was activated by mistake, without risking their deposit — therefore, wagering is applied to bonus funds first.

We would also like to refer to clause 19 of our bonus Terms:

"Players can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player."

While we do offer certain games that allow gameplay using real funds without consuming bonus funds, this particular case does not fall under that category.

Please find attached screenshots demonstrating that the client was playing with bonus funds, that the wagering was still in progress, and that the deducted amounts were from the bonus balance, while the deposit remained untouched.

Unfortunately, while the client may claim a lack of awareness, they had the option to clarify the outcome of cancelling the bonus with our support team beforehand in order to avoid this situation.

We can offer to re-credit the bonus or restore it at the same progress level and with the same wagering requirements, as this does not constitute winnings from real money.

Thank you for your reply... I will now refute your individual statements.

The bonus I signed up with is a nonsticky bonus... I don't think I need to explain how a nonsticky bonus works... here's a screenshot of the bonus and it also explains automatically how it works.

This does not align with your statement: "Principle: First the bonus balance is used, then the real money balance."

Then claim the following:

"This is primarily intended to give players the opportunity to cancel an accidentally activated bonus without incurring their deposit risk."

I registered using the bonus code and this bonus was automatically activated by you; I did not activate the bonus manually, it was activated automatically (see screenshots).

Therefore, there was no possibility of accidentally activating it.

Furthermore, clause 19 does not apply, as the nonsticky bet was played with real money and the bonus balance remained untouched in my case. Therefore, there is an error in your system.

They further claim:

"Unfortunately, although the customer may claim to have been unaware of it, he had the opportunity to clarify the consequences of cancelling the bonus with our support team in advance to avoid this situation."

Of course, this option was irrelevant, since I registered with a nonsticky bonus... the nonsticky states that you play with real money FIRST and then the bonus comes into effect... so why would I cancel an automatically activated bonus from you first?

You further claim:

"We can offer to recredit the bonus or restore it to the same progress level and with the same wagering requirements, as this is not real money winnings."

You clearly denied this possibility when I asked about it (see screenshot of chat).

Please respond to all my points, especially regarding my registration with a nonsticky bonus.

Thank you!

Vielen Dank für Ihre Antwort... ich werde nun Ihre einzelnen Aussagen widerlegen.

Der Bonus, mit dem ich angemeldet habe ist ein nonsticky Bonus... ich denke nicht dass ich Ihnen erläutern muss wie ein nonsticky Bonus funktioniert... hier ein Screenshot des Bonus und es wird auch automatisch erklärt, wie er funktioniert.

Das deckt sich nicht mit Ihrer Aussage: "Prinzip: Zuerst wird das Bonusguthaben, dann das Echtgeldguthaben verwendet."

Dann behaupten Sie folgendes:

"Dies dient in erster Linie dazu, Spielern die Möglichkeit zu geben, einen versehentlich aktivierten Bonus zu stornieren, ohne ihr Einzahlungsrisiko einzugehen"

Ich habe mich mit dem Bonuscode angemeldet und dieser Bonus wurde automatisch von Ihnen aktiviert, ich habe den Bonus nicht manuell aktiviert, sondern er wurde direkt automatisch aktiviert (siehe Screenshots)

Es bestand also garnicht die Möglichkeit ihn versehentlich zu aktivieren.

Des weiteren trifft Klausel 19 nicht zu, da bei dem Nonsticky erst mit Echtgeld gespielt und das Bonusguthaben in meinem Fall unberührt war. Somit liegt ein Fehler in Ihrem System vor.

Sie behaupten weiter:

"Leider hätte der Kunde, obwohl er möglicherweise behauptet, sich dessen nicht bewusst gewesen zu sein, die Möglichkeit gehabt, die Folgen einer Stornierung des Bonus im Voraus mit unserem Support-Team zu klären, um diese Situation zu vermeiden."

Natürlich spielte diese Möglichkeit keine Rolle, da ich mit einem Nonsticky Bonus angemeldet habe... der nonsticky besagt dass man ZUERST mit Echtgeld spielt und dann der Bonus zum Tragen kommt... warum sollte ich also einen automatisch aktivierten Bonus von Ihnen zuerst stornieren?

Weiter behaupten Sie:

"Wir können Ihnen anbieten, den Bonus erneut gutzuschreiben oder ihn auf dem gleichen Fortschrittsstand und mit den gleichen Umsatzbedingungen wiederherzustellen, da es sich hierbei nicht um Gewinne aus echtem Geld handelt."

Diese Möglichkeit haben Sie eindeutig verneint, als ich danach fragte ( siehe Screenshot Chat)

Bitte nehmen Sie zu all meinen Punkten Stellung, insbesondere bitte dazu dass ich mich mit einem nonsticky Bonus angemeldet habe.

Vielen Dank!

Regarding the information about the non-sticky bonus, as I understand, this information is displayed on the website of one of our partners. Unfortunately, we work with thousands of partners, and not all of them present a full understanding.

However, there is no misinformation in this case — we indeed do not use a sticky bonus model. Instead, we apply a "growing lock" mechanic, which is exactly what is described in our Terms. This is not a full restriction of both bonus and real funds, but rather applies to winnings up to a certain point. The deposit remains available, and the bonus can be canceled without risk, as previously explained.

In casinos where a "growing lock" model is used, it is commonly stated that this is not a sticky bonus. This means that the bonus can ultimately be withdrawn (after wagering is completed) and can also be canceled without losing the deposit, if the deposit has not yet been used.

Regarding support, the operator provided you with correct information — they do not have the authority to restore bonus progress. However, for a player making their first deposit and who has not previously played with us, we may, as an exception and to avoid situations like this, re-credit the bonus if the deposit remains intact. In exceptional cases, such as this one, I am offering to restore the bonus at the same progress level. Therefore, the agent’s response was accurate — they simply do not have the authority to make such actions.

Finally, an important point: based on your gameplay, it was not instantaneous — you placed bets totaling approximately €900. At the time you canceled the bonus, all relevant information was clearly displayed in your profile, including the available withdrawal amount, bonus balance, and wagering progress. Therefore, it would not be accurate to say that you were acting without information, as all necessary details were visible to you at the time.

Please see the attached screenshot for reference. (it test-account example)

Thank you for the feedback.

You can also refute these statements through chats with your casino or your partner.

I just want to clarify that the bonus is clearly advertised as a nonsticky bonus, and I acted accordingly.

I ask you to discuss with your partner the matter of no longer advertising this bonus in this way, so that future players who wish to use this bonus do not encounter further complications.

Furthermore, I am prepared to accept your proposal:

"We can offer to recredit the bonus or restore it to the same progress level and with the same wagering requirements, as this is not real money winnings."

Please restore to the same progress level (balance including wager).

Thank you for your statement.

I will close this case as soon as the recovery is available on my account.

Thank you!

Vielen Dank für das Feedback.

Auch diese Äußerungen kann dich durch Chats mit Ihrem Casino oder Ihrem Partner widerlegen.

Ich möchte nur klarstellen dass der Bonus klar als nonsticky Bonus ausgeschrieben ist und dementsprechend habe ich auch gehandelt.

Ich bitte Sie dass mit Ihrem Partner zu besprechen, dass dieser Bonus nicht mehr so ausgeschrieben wird. Sodass bei zukünftigen Spielern -die diesen Bonus nutzen möchten- es nicht erneut zu Komplikationen kommt.

Des weiteren bin ich bereit Ihren Vorschlag anzunehmen:

"Wir können Ihnen anbieten, den Bonus erneut gutzuschreiben oder ihn auf dem gleichen Fortschrittsstand und mit den gleichen Umsatzbedingungen wiederherzustellen, da es sich hierbei nicht um Gewinne aus echtem Geld handelt."

Bitte auf den gleichen Fortschrittsstand (Guthaben inkl. Wager) wiederherzustellen.

Ich danke Ihnen für Ihre Stellungnahme.

Ich werde diesen Fall schließen, sobald sich die Wiederherstellung auf meinem Account befindet.

Vielen Dank!

For your information regarding the recovery process... my balance was €2100 and the balance was over €900.

I would like to have this status back.

Greetings and thanks

Zur Information zur Wiederherstellung... mein Guthaben befand sich bei 2100 € und der Wager stand bei über 900 €

Diesen Stand hätte ich gerne zurück.

Gruß und danke

I’d like to emphasize that this is not a sticky bonus — it’s a completely different mechanic.

With a sticky bonus, you would lose the entire balance upon cancellation, which is not the case here.

Now, regarding your situation — I actually have some very good news for you.

Due to certain system limitations that prevent us from issuing bonuses above a specific amount, you currently have €600 in real funds on your balance (instead of €300), along with €1500 in bonus funds.

Additionally, we’ve slightly reduced your wagering requirement in your favor — it was €23,026, and now it has been adjusted to €22,500. A small, but still a nice advantage.

Your balance before the adjustment was €2100.08, and it remains €2100.08 now — please feel free to check this in your profile. 💼

A quick clarification on the growth lock mechanic:

• If you cancel the bonus now, you will keep €600 in real funds (€300 of which is our gift).
• If you continue playing and later decide to cancel, the €1500 bonus amount and any winnings derived from it will be removed.
• If your balance at that moment is €1500 or less, the entire balance will be cleared.
• For example, if your balance reaches €5000 with an active bonus, anything above €600 will be removed upon cancellation (as long as wagering is still active).

If anything needs clarification, I’m always here to guide you through it.

One more very important point.

As this is a balance recovery mechanic — something we normally do not offer and is granted as a special exception — the usual maximum win limit will not be applied after wagering is completed, if you reach it.

Please note that it may be manually adjusted if necessary.

Thank you very much for your cooperation and understanding!

Everything has been adjusted as you described!

Thank you for your time and service!

The case was resolved to my satisfaction!

Thanks to Trips Casino and Casino Guru

Vielen Dank für die Kooperation und das Entgegenkommen!

Alles wurde, wie von Ihnen geschildert angepasst!

Danke für Ihre Zeit und Ihren Service!

Der Fall wurde zu meiner Zufriedenheit gelöst!

Danke an das Trips Casino und an Casino Guru

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

Dear JohnBambo,

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,

Attila