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I would like to submit a formal complaint regarding TripsCasino’s handling of my bonus, real-money balance, and subsequent winnings.

I received a 50 EUR cash bonus at TripsCasino. I wagered this bonus fully and successfully, and after completing the wagering requirements my balance stood at approximately 400 EUR. At that point, the bonus amount was automatically reduced to 150 EUR, which I accepted eventhough its not written anywhere in the terms and conditions. 

In fact, following is written: https://www.tripscasino.com/bonus-terms-and-conditions

"Cash rewards carry a wagering requirement of x3, Free Spins carry x25, and percentage deposit bonuses carry x45;

The maximum winnings from cash bonuses are capped at 1500 EUR, 1500 USD, 2250 CAD, 2250 AUD, 15000 NOK, 2250 NZD, 240000 JPY, 6000 PLN, 0.0279 BTC, 5.1 BCH, 0.647 ETH, 26 LTC, 16400 DOG, and 1500 USDT;"

After the wagering was completed and the bonus had already been adjusted, I continued playing with what I understood to be my real balance. This balance included the 150 EUR remaining from the bonus conversion together with funds from my own deposits. In other words, at the time I kept playing, I still had real-money funds in my account, not only bonus funds.

While playing the slot "Elvis Frog in Vegas," I hit a 1,000 EUR jackpot. My total balance at that time was around 1,400–1,450 EUR (this included the jackpot win plus the existing balance). I then attempted to withdraw my winnings.

TripsCasino informed me that the withdrawal was not allowed and that my winnings would be limited. They then removed 1,250 EUR from my balance and paid out only 150 EUR to me. Effectively, they confiscated the majority of the balance, including the 1,000 EUR jackpot, even though I still had part of my own deposited money in the account when the jackpot was won.

I consider this treatment to be extremely unfair for the following reasons:

I have made many deposits at this casino over time and usually lose. The one time I finally win a substantial amount, the casino retroactively applies a limitation and removes almost all of the winnings.

In the Bonus Terms and Conditions, it is stated that the maximum win from cash bonuses is capped at 1,500 EUR. There is no clear, explicit statement that after the bonus wagering is completed and the bonus is converted, the casino can still confiscate winnings that are achieved while playing with a mixed balance that includes a player’s own deposited funds.

Even if a maximum win from the original bonus were to apply, I was already playing with a combination of my own real money and the reduced 150 EUR bonus remainder when I hit the 1,000 EUR jackpot. Confiscating 1,250 EUR in total, while paying me only 150 EUR, ignores the presence of my deposited funds and effectively treats the entire balance as pure bonus balance, which is not correct or fair.

I have also reviewed the Bonus Terms and Conditions text, and I cannot find any clearly worded clause that justifies cancelling my 1,000 EUR jackpot and the rest of the balance in this way, especially considering I still had remaining money from my own deposits when the win occurred. The terms mention maximum win limits and that remaining balance can be written off in favour of the casino, but they do not clearly explain that real-money funds mixed with previously wagered bonus funds can be treated as entirely bonus-derived and completely confiscated.

What I am requesting:

That TripsCasino reverses the confiscation and pays out the remaining 1,250 EUR that was removed from my account.

Alternatively, a clear and fair explanation grounded in their published terms showing why this confiscation is justified specifically in my case, taking into account that I had real deposited funds in my balance at the time of the jackpot.

I am submitting this complaint to AskGamblers because internal communication with the casino has not resolved the issue to my satisfaction. I believe this is a case of unfair application (or misapplication) of bonus rules to deny legitimate winnings which were at least partly derived from my own deposited funds.

Thank you for reviewing my case.

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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.

• Is your account still accessible to you?
• Have you passed account verification?
• Could you please share with me your communication with the casino about putting a limit on your winnings? 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

Hello Tomas,

Thank you for your message.

Yes, my account is still accessible to me, and I have already passed the account verification process. 

Regarding your request for communication with the casino about putting a limit on my winnings: I have sent the relevant files to tomas@casino.guru for your review.

Please let me know if you need any further information.

Best regards,

carlos

Dear slickfox7

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, Kubo (jakub.m@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

Dear Casino Guru team,

We would also like to bring additional clarity from our side, as this information may help close the complaint more quickly and dispel any remaining doubts.

First of all, we truly regret that this situation caused such emotions for our valued customer. We completely understand that every player hopes to win more — we support this mindset and genuinely wish the customer many more wins in the future!

However, in this particular case we are referring to our no-deposit bonus, which does not fall under the category of cash bonuses from the VIP program or deposit bonuses the customer is referring to. Instead, it is governed by the rules for no-deposit bonuses:

"Unless stated otherwise, the maximum cashout after the wagering of a no-deposit bonus is 50 EUR."

However, the specific bonus the customer received was our special no-deposit bonus, which has a different rule:

the maximum withdrawal is x3 the bonus amount.

This means that for this bonus the max cashout is not 50 EUR, but x3 according to its terms.

In this case, the player received a 50 EUR no-deposit bonus and was paid the maximum withdrawal of 150 EUR.

The winnings were paid out fully and strictly within the bonus terms.

If you require any additional details or further information regarding the issuance or usage of this bonus, we will be happy to provide it.

Dear Casino Guru team,

Thank you for your continued assistance with this case. I would like to clarify once more why Trips Casino’s position is incorrect based on their own published Terms and Conditions and on the bonus offer I actually received - https://www.tripscasino.com/bonus-terms-and-conditions

According to Trips Casino’s official Bonus Terms and Conditions, the relevant clauses clearly state:

"Cash rewards carry a wagering requirement of x3, Free Spins carry x25, and percentage deposit bonuses carry x45.

The maximum winnings from cash bonuses are capped at 1500 EUR, 1500 USD, 2250 CAD, 2250 AUD, 15000 NOK, 2250 NZD, 240000 JPY, 6000 PLN, 0.0279 BTC, 5.1 BCH, 0.647 ETH, 26 LTC, 16400 DOG, and 1500 USDT."

The email offer I received (screenshot already provided) explicitly describes my bonus as a "50.00 EUR real money bonus" with a wagering requirement of x35. There is no mention anywhere in this offer of any "max cashout x3", "special no‑deposit rules", or a "150 EUR" limit. The only applicable written rule that can be found in the casino’s Bonus Terms for this type of monetary bonus is the clause that "the maximum winnings from cash bonuses are capped at 1500 EUR…", and no alternative lower cap was ever disclosed in connection with this promotion.

In contrast, the Terms also contain a separate section for no‑deposit bonuses, which states:

"Unless stated otherwise, the maximum cashout after the wagering of a no deposit bonus is 50 EUR…"

This is clearly a different product category, with different wording and a different cap. At no point in the email, on the promotion page, or anywhere in my account was this bonus described as a "no deposit bonus" with a special x3 withdrawal rule. The casino is now trying to retroactively re-label a "cash bonus" as a "special no‑deposit bonus" with undisclosed internal conditions.

To respond specifically to Trips Casino’s statements:

1. "We are referring to our no-deposit bonus…"

The bonus I received is marketed in writing as a "50.00 EUR Cash Bonus." There is no reference to "no-deposit bonus" in the promotional email or visible terms, so treating it differently after the fact contradicts the wording presented to the player.

2. "It is governed by the rules for no-deposit bonuses… max cashout 50 EUR / special x3 rule."

Those rules may exist internally, but they were never disclosed to me for this promotion. The only max‑win rule that applies to a clearly labeled "cash bonus" in their published Terms is: "The maximum winnings from cash bonuses are capped at 1500 EUR …". Any stricter or "special" rule must be explicitly and transparently communicated in the bonus description, which did not happen.

3. "The specific bonus… was our special no-deposit bonus… max withdrawal is x3 the bonus amount."

Again, this "special" condition was not shown to me at any point before or during play. Players cannot be bound by hidden internal settings that are not part of the publicly available T&Cs or the bonus offer. If the casino wants to apply a "x3 max cashout," it must be clearly stated in the same communication where the bonus is offered.

4."The winnings were paid out fully and strictly within the bonus terms."

This is inaccurate from the player perspective, because the only bonus terms ever presented for a "cash bonus" define a 1500 EUR max win cap. There is no mention of 150 EUR or x3 in the displayed rules for this promotion.

In summary:

• The promotion I accepted is explicitly labeled "Cash Bonus."
• The only published rule governing cash bonuses sets the maximum winnings at 1500 EUR.
• No alternative cap (50 EUR, 150 EUR, or "x3 the bonus amount") was disclosed in the email, on the bonus page, or in any visible, bonus‑specific terms at the time of acceptance.
• The casino is now attempting to rely on undisclosed "internal" conditions that contradict the wording of both the offer ("Cash Bonus") and their general cash‑bonus rules ("maximum winnings … 1500 EUR").

For these reasons, I respectfully maintain that Trips Casino should honor their own published terms and pay my winnings up to the 1500 EUR cash‑bonus maximum, instead of the retroactively imposed 150 EUR cap.

Thank you for reviewing this and for helping ensure that the casino’s terms are applied transparently and fairly.

Thank you very much, dear customer, for clarifying your position.

We are happy to address each of these points.

Regarding the rule you mentioned about winnings from a cash bonus, those lines refer specifically to VIP program bonuses, meaning the bonuses you receive for reaching levels within the VIP program, as indicated in the section header itself.

However, in this case we are speaking about a no-deposit bonus, meaning a bonus that you receive without making any payment. There are three types of bonuses:

1) percentage deposit bonuses,

2) free spins,

3) no-deposit bonuses.

We kindly refer you to the first sections of the bonus terms where these categories are explained.

Since you were issued a no-deposit bonus, which — after completing the wagering — automatically adjusts your balance to the maximum withdrawal amount allowed by the bonus, the corresponding withdrawal limit was applied.

You are claiming now that this was a special "no‑deposit bonus" with an internal x3 max cashout and that the 1500 EUR rule only applies to VIP cash rewards. You claims this was a "no deposit bonus," but in the email promotion sent to me it is clearly labelled as a "🎁 Surprise Gift: 50.00 EUR Cash Bonus Just for You! 💥" and further states "we truly appreciate your loyalty – and this cash bonus is our way of saying thank you!"

This is a direct description of the bonus as a cash bonus, not a no deposit bonus. Nowhere in the promotion, the email, nor anywhere in my account or in their published Bonus Terms and Conditions was the bonus described as a no deposit bonus with a specific withdrawal restriction of 150 EUR or a "max cashout x3" rule.

On your own Bonus Terms page, the only explicit maximum for cash‑type bonuses is "the maximum winnings from cash bonuses are capped at 1500 EUR…" in the SPs/VIP section, while no‑deposit bonuses have a default 50 EUR cap "unless stated otherwise". There is no documented rule anywhere that this particular 50 EUR real‑money bonus is limited to 150 EUR.​

Even if one accepted your re‑classification as a no‑deposit bonus, I was never told that my balance would be cut down after completing the wagering. My balance was reduced from about 400 EUR to 150 EUR only after wagering was finished; had I known I could not withdraw more than 150 EUR after wagering, I would never have continued playing with that balance, I would just have withdrawn it!

You cannot simply just invent undisclosed internal limits after the fact; any special max‑win or x3 rule must be clearly stated in the offer or linked terms before. Since this did not happen, and since your public terms do not document a 150 EUR limit or x3 limit for this promotion, I respectfully request that my winnings above 150 EUR be reinstated according to the published rules.

I would like to address the point about my "personal manager already explaining the x3 rule" and the October bonus.

The email from 26 October (screenshot attached) clearly shows a different offer: a 200 EUR personal cash bonus with the terms explicitly written in the email, including "Max withdrawal: up to x3 of your bonus amount." That bonus was larger (200 EUR) and the x3 max‑withdrawal condition was clearly stated in the same message where the bonus was offered.

By contrast, the email for the disputed bonus clearly says: "Surprise Gift: 50.00 EUR Cash Bonus Just for You! … enjoy a 50.00 EUR real money bonus – no deposit required – Wagering Requirement: x35." There is no mention of "max withdrawal," "x3," or any 150 EUR cap in that email, on the promotion page, or anywhere else visible in my account for this offer.​

If the casino relies on a special x3 withdrawal rule, it must be written every time the bonus is offered, just like it was on 26 October; previous, different promotions cannot retroactively supply missing terms for a new one.

Otherwise, players have no way to know that their balance will be cut after wagering. If I had known that my balance would be reduced from about 400 EUR down to 150 EUR with no chance to cash out any further winnings, I would not have continued playing with those 150 EUR.​

I therefore respectfully ask that Trips Casino stop looking for excuses and acknowledge that the specific 50 EUR cash/real‑money bonus in dispute was provided without any communicated max‑withdrawal restriction.

Since the terms for this offer were never shared, the retroactive 150 EUR cap is unfair and should be lifted, and my winnings above 150 EUR should be reinstated according to their published bonus rules.

Thank you for the clarification; however, we are referring specifically to the no-deposit cash bonus program. As mentioned earlier, when the terms of the bonus program are explained—especially in cases where the bonus is granted upon request—players often overlook the withdrawal limitation. All examples provided here were intended to confirm that you were familiar with this bonus and its conditions.

Please also note that, just like before, this bonus was not credited without your awareness. It was issued exclusively upon your request, and it carries the same name and the same rules as previous bonuses you have claimed.

The notification email about the bonus being credited is generated automatically. The key point is that it informs you that the requested bonus has been added. Our bonus system is very generous, and you have been regularly using it. After each request—whether made via chat or email—you receive the same type of confirmation stating that the bonus has been credited.

We refer to this confirmation email only as evidence that you were made aware of the bonus and subsequently continued to request bonuses under this same program.

In other words, Trips Cash 200 and Trips Cash 50 are both part of the same bonus program and follow the same rules.

Thank you for your latest message. At this point it feels as if we are going in circles, so I would like to restate my position as clearly as possible.

I fully understand that the casino runs a "no‑deposit cash bonus program" and that some of those bonuses may have a x3 withdrawal limitation. My issue is not with the existence of such a rule, but with the fact that it was never stated for the specific 50 EUR bonus in dispute, nor is it documented anywhere in the published Bonus Terms under that offer.

When I received the 200 EUR offer in October, the email itself clearly spelled out the x3 max‑withdrawal condition. I accepted that offer knowing the limits, completed wagering and was paid accordingly. In other words, when the restriction was written into the offer, I followed it and had no complaint.

For the later "Surprise Gift: 50.00 EUR Cash Bonus / real money bonus – no deposit required – Wagering x35", there was no mention of any x3 rule, no 150 EUR cap, and no warning that my balance would be cut down after wagering. I did not receive any separate terms, pop‑up, or link that changed this. If the casino’s position is that old terms from an earlier, larger and clearly different promotion silently carry over to every future bonus with a similar name, then I respectfully disagree: players can only be held to the conditions that are actually shown for the bonus they are claiming at that moment.

That is also why their argument that "Trips Cash 200 and Trips Cash 50 are the same program" does not resolve the problem. The 200 EUR offer clearly included the x3 restriction in writing; the 50 EUR offer did not. Relying on my memory of an earlier email instead of providing the terms again, in connection with a new promotion, is neither transparent nor fair – especially when the consequence is the confiscation of hundreds of euros in legitimately won funds.

Finally, my behaviour as a player speaks for itself: after wagering was completed and the 400 Euro balance changed into 150 Euros automatically, I continued playing with the 150 EUR that remained only because I reasonably believed that all of it – including any additional winnings – was withdrawable. If I had known that I could never cash out more than 150 EUR from this bonus, there would have been absolutely no reason for me to keep playing; I would have stopped immediately. The fact that the balance was cut from roughly 400 EUR to 150 EUR after wagering confirms that the decisive information was hidden in the backend, not communicated to me.

For these reasons, I genuinely feel I have been treated unfairly. The casino is enforcing a severe hidden limitation that was not presented with this specific offer, while confiscating legitimately won money. I respectfully ask Casino Guru to consider that:

• the only written terms shown for this 50 EUR offer contained no max‑cashout clause;
• the casino has not produced any message or page where this particular bonus’s 150 EUR cap was actually presented to me; and
• previous, differently‑worded promotions cannot replace the obligation to show the conditions for each new bonus.

Given this, I believe the fair and reasonable outcome is for Trips Casino to return the confiscated winnings that exceeded 150 EUR (€1,250).

Dear slickfox7,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear Trips Casino,

Thank you for your active engagement in this matter and for your efforts to explain the issue as thoroughly as possible. To proceed with the investigation, I would like to request the player’s complete gameplay history - including balance development with all visible balance adjustments - starting from the activation of the bonus in question.

Please feel free to provide the logs in XLSX, CSV, or any other convenient format, and send them to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Best regards,

Kubo

Me and Tony, my VIP manager from TripsCasino.com came to an agreement which satisfies both parties.

I will receive a 300 Euro Cash Bonus which I can cashout up to 900 Euros, and 100 free spins with an increased rate.

The issue is closed.

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

Dear slickfox7,

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,

Kubo