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Delayed Withdrawal (€6,500) and No Communication from Trips Casino

Hello Casino Guru Team,

I would like to submit a complaint regarding a delayed withdrawal and the complete lack of communication from Trips Casino.

I have been playing at Trips Casino for a considerable period and have always had a positive experience. My account is fully verified, and I have successfully completed several withdrawals in the past. Normally, my withdrawals were processed within one business day.

On Thursday, July 16, I requested a withdrawal of €6,500. Since then, the withdrawal has remained in "Processing" status without any progress.

What is even more concerning is that, since last week:

I no longer receive the usual automatic confirmation emails for deposits or withdrawal requests.

Customer support has not responded to any of my emails or contact attempts.

My personal VIP manager, who had always been very responsive in the past, has also stopped replying completely.

Just before this happened, my VIP manager contacted me with new VIP promotions and bonus offers. I also recently received a VIP level reward of €100, which indicates that my account is still active.

My account details are as follows:

My account is fully verified.

The winnings are legitimate, and all wagering requirements have been fulfilled.

I have successfully withdrawn funds from Trips Casino several times before.

I have attempted to contact the casino through every available communication channel without receiving any response.

I am not asking for anything beyond the processing of my legitimate withdrawal or a clear explanation for the delay and the complete lack of communication.

I kindly request Casino Guru to contact Trips Casino on my behalf and assist in resolving this matter.

Thank you very much for your time and assistance.

Important notice:

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Stay safe.

Dear Pascalh8797,

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

Dear Pascalh8797,

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.

Dear Pascalh8797,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru