Complaint #18 Trips Casino

My account has been locked

By toyoda h.

7 months ago

After opening the account, I played baccarat only once, and my account was locked.

When I contacted customer support, I was told that I would receive a response within 24 hours, but nearly seven days have passed.

Even though I have contacted them multiple times, I keep being told that the relevant department is still investigating, and there has been no progress at all. I am very troubled by this situation.

If there are any documents or information that need to be submitted to the casino, I am fully willing to cooperate

Disputed Casino Trips Casino

Reason Other

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Trips Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

taiappu

• Japan

7 months ago

I have never intentionally provided false personal information when registering at any casino. I have registered with many casinos in the past, and I have never deliberately misrepresented my identity. If there was any discrepancy in my first or last name, it may be due to differences in Romanization or formatting between Japanese official documents and international platforms. In Japan, the order and spelling of names can vary depending on the system used.

There was absolutely no intention to falsify information or to bypass any restrictions.

Trips Casino

• Representative

7 months ago

Dear Player and AskGamblers Team,

We are ready to once again review and clarify this case.

Your personal details, specifically your first and last name, were entered incorrectly and do not match the information in your official documents. This fact alone constitutes a violation, as it would inevitably have been discovered during the verification process or continued gameplay. Therefore, we do not fully understand your arguments in this regard.

There are clear violations of the rules, as well as restrictions and a ban imposed by the license holder. Given these facts, we do not see grounds for further discussion, as all relevant data and information regarding this incident have already been provided.

We kindly ask the AskGamblers team to issue their final verdict based on the complete information submitted.

Best regards,
Tripscasino Team

taiappu

• Japan

7 months ago

I just checked now, but when opening the account, the only personal information required was email and phone number! There is no right or false information, is there? 💦

Also, the reason I contacted support was about the bonus system! The bonus structure is different for each casino, right? Moreover, the supporter gave me incorrect guidance, and then manually credited the bonus to me, didn’t they? At that point as well, there was an opportunity to check my account, wasn’t there?

Trips Casino Complaint Stats

Resolved 4 / 8

Avg. Amount $2,479

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Trips Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

COMPLAINT REFERRED BY AGCCS PARTNER Apostaconfiavel (249)

Trips Casino Complaints

See all complaints for this casino

Casino refuses to pay my withdrawa

Dear Sir or Madam,

I am submitting this formal complaint regarding the unacceptable and unprofessional handling of my account.

You allowed me to deposit 7,000 SEK even though you were clearly aware that your casino was closing or ceasing operations. At no point was I informed of this before making my deposit. Had I been properly notified, I would never have deposited my money.

After playing, I won a total balance of 14,000 SEK and requested a withdrawal. However, my withdrawal has now been pending for four days without any valid explanation or resolution. This is completely unacceptable.

If you are unwilling or unable to process my withdrawal, I demand an immediate refund of my original deposit of 7,000 SEK. You cannot accept my money, allow me to gamble, and then refuse or indefinitely delay my withdrawal because your casino is closing.

I consider this to be an unfair and deceptive business practice. If my withdrawal is not processed immediately, or if my deposit is not refunded, I will file formal complaints with the relevant gambling regulator, consumer protection authorities, and any other appropriate bodies. I will also pursue every available legal option to recover my funds.

I expect an immediate response and a prompt resolution of this matter.

< full name removed >

Unresolved

kr14,000

1000 EUR deposit missing Trips Casino unresponsive

I have made a deposit of 1000 Euros to Trips Casino. Now it has been almost 3 days, and the deposit has still not been credited to my account. Never before have I had a delay with my payment method. It has always been instant. The funds have been debited from my bank account.

They are not reacting to any email or live chat communication. Before I was always able to reach my VIP manager Tony within 1 hour, so this is completely out of the ordinary. I am worried since I've now seen multiple other users opening complaints about the same casino. I am scared that I have been scammed of my 1000 Euro deposit. It's not normal behaviour!

Resolved

$1,516

Delayed withdrawal with 4 days

I have submitted a withdrawal for 40 000kr 13. July 2026. Now it is 17. July and the withdrawal is still pending. I have tried to contact the casino support in 3 different ways, each several times since 14. July but never got any response. I have tried to send an email via support chat that is not available 24/7 anymore, then used support by email, and instagram. On trips casino website they say they process all withdrawal within 24 hours, and that was never a problem before but now it takes 4 days and no one to contact to get some answers. If it is relevant so I am a VIP customer on Trips casino as well.

Unresolved

kr40,000

Withdrawal error at Trips casino

Whenever i try to make withdrawals it shows withdrawal error and i have submitted my account verification long time there is no response. importantly there is no live support and customer service is not responding. It feels like this casino is dead for long and just taking deposits only and they don’t do the withdrawals.

Unresolved

$3,170

Urgent casino closure pending withdrawal

Trips Casino is closing down and has not given me my pending $9000 withdrawal.

I have received a previous withdrawal, and my verification is good.

The email said to withdraw all remaining funds, which I did. But their support has gone dark, and you can't get a hold of anyone.

Please help me get in contact with someone to get my withdrawal before it closes for good.

Unresolved

$9,000

Funds have not been withdrawn for 7 days

I can't get a payout, I've fulfilled all the conditions they wanted from me! I've gone through full verification, made a deposit, and I've been waiting for a payout for a week now! During this time, they've canceled the payout twice because there's something wrong with my crypto wallet address, even though I've been using it for a long time. After I ordered a payout again, nothing has happened for the past 5 days.

Rejected

€50

Error when withdrawing for past 5 days

Hi, my complaint is quite similar to another complaint i read on askgamblers from mid December regarding this casino

I have played, verified, and have been waiting since Sunday to be able to withdraw funds. The error message i get when trying to make a withdrawal is «please check the data or contact support» - i have been asking multiple times on chat for the past 5 days with the only response that there is a technical issue but they cant tell me when it will be fixed.

Clearly makes me suspicious when i see someone else having the exact same issue about a month ago. I only went to this casino since it is a Dama Nv owned site, but this is very very unfortunate. Hope you can help resolve this quickly.

Resolved

kr32,750

Delaying withdraw

Hi there,

I have been trying to withdraw 1380 for over 5 days now.

Fully verified.

The withdraw page comes up with the error.

Check the data or contact support.

The same error as others complaints about trips casino.

Have contacted live support over 20 times and got the same robotic response please wait for the relevant department thanks for your patience bla bla.

Have provided screenshots and videos to both live chat and the support email address.

Feel like I’m been delayed out of a withdrawal.

Please help.

Rejected

$1,380

Holding back my winnings

I won 3300NOK on this casino.

Finished the verification process without any problems.

When I was going to withdraw to the credit card/revolut account there was an error message saying: "Please check the data or contact support".

So I contacted them 5th of December for the first time. They said that there was an issue and that I needed to come back and ask for support later.

I have contacted them several times since then and got the same answer every time.

Today is the 9th of December and it still has not been fixed.

And now when I go to the withdrawal page, the credit card/revolut option is removed.

I feel they are holding back my money on purpose. I see no other way than to post a complaint here.

I will attach screenshots of the error message and the removed credit card option.

Resolved

kr3,300