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Subject: Winnings withheld after bonus turnover due to allegedly exceeding the stake – unfair practice

Casino: Trips Casino

Casino username: [Your username]

Date of deposit: 06.07.2025

Hello Casino Guru Team,

I hereby file a complaint against Trips Casino because my winnings of approximately 15 LTC were confiscated after regular play.

I deposited 2.49 LTC and received a 100% deposit bonus. I met the bonus terms and conditions—specifically, I fully completed the required wagering requirement (30x bonus + deposit). Only then did I continue playing with higher stakes, including bonus buy features, and start winning.

When I attempted to withdraw my entire balance, the casino denied me the right to withdraw. The casino claimed that the maximum bet of 0.01 LTC per spin, according to the bonus terms and conditions, was still valid even after the wagering requirement was met. The official website states:

"The maximum bet amount when wagering is: … 0.01 LTC … This restriction applies to all Deposit Bonuses."

(Source: tripscasino.com/bonus-terms-and-conditions)

I consider this practice unfair and misleading for the following reasons:

No clear separation between the bonus and real money phases: The note about the stake limit refers to the wagering, not to the entire game after the bonus has been wagered. Once the wagering requirements are met, normal real money play should be possible again.

Intransparent communication: Nowhere is it clearly stated that the wagering limit remains in place even after the bonus has been fully wagered. Such persistent restrictions are unusual and difficult to understand for players without a detailed study of the rules.

Proportionality: The complete confiscation of all winnings (15 LTC) seems disproportionately harsh given that I had correctly wagered the bonus.

I ask for your support in reviewing this case and hope that you will mediate in obtaining either my credit balance or a fair partial settlement.

Many thanks and kind regards

Betreff: Gewinne nach Bonusumsatz wegen angeblicher Einsatzüberschreitung einbehalten – unfaire Praxis

Casino: Trips Casino

Benutzername im Casino: [Dein Benutzername]

Datum der Einzahlung: 06.07.2025

Hallo Casino Guru-Team,

ich reiche hiermit eine Beschwerde gegen Trips Casino ein, da mir nach regulärem Spiel meine Gewinne in Höhe von ca. 15 LTC konfisziert wurden.

Ich habe 2,49 LTC eingezahlt und einen 100 % Einzahlungsbonus erhalten. Ich habe die Bonusbedingungen erfüllt – insbesondere den erforderlichen Umsatz (30x Bonus + Einzahlung) vollständig abgeschlossen. Erst danach habe ich mit höheren Einsätzen, darunter Bonus-Buy-Funktionen, weitergespielt und Gewinne erzielt.

Bei der Auszahlung wurde mir das komplette Guthaben verweigert. Das Casino beruft sich darauf, dass der maximale Einsatz von 0,01 LTC pro Runde laut Bonusbedingungen auch nach Erfüllung des Umsatzes noch gültig gewesen sei. Hierzu heißt es auf der offiziellen Webseite:

„The maximum bet amount when wagering is: … 0.01 LTC … This restriction applies to all Deposit Bonuses."

(Quelle: tripscasino.com/bonus-terms-and-conditions)

Ich halte diese Praxis aus folgenden Gründen für unfair und irreführend:

Keine klare Trennung zwischen Bonusphase und Echtgeldphase: Der Hinweis zur Einsatzbegrenzung bezieht sich auf den „wagering" (Umsatz), nicht auf das gesamte Spiel nach Umsetzung des Bonus. Wenn die Umsatzbedingungen erfüllt sind, sollte wieder normales Echtgeldspiel möglich sein.

Intransparente Kommunikation: Es wird nirgends klar und deutlich darauf hingewiesen, dass das Einsatzlimit auch nach vollständiger Umsetzung des Bonus bestehen bleibt. Solche nachwirkenden Einschränkungen sind ungewöhnlich und für Spieler ohne detailliertes Regelstudium kaum nachvollziehbar.

Verhältnismäßigkeit: Die komplette Konfiszierung aller Gewinne (15 LTC) erscheint angesichts des Umstands, dass ich den Bonus korrekt umgesetzt hatte, als unverhältnismäßig hart.

Ich bitte euch um Unterstützung bei der Prüfung dieses Falls und hoffe auf eure Vermittlung, um entweder mein Guthaben oder einen fairen Teilausgleich zu erhalten.

Vielen Dank und freundliche Grüße

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

The maximum bet amount when wagering is: 1 EUR, 1 USD, 1.50 CAD, 1.50 AUD, 10 NOK, 5 PLN, 1.50 NZD, 120 JPY, 6.50 BRL, 0.00003 BTC, 0.003 BCH, 0.00047 ETH, 0.01 LTC, 8 DOGE, and 1 USDT. * This restriction applies to all First Deposit Bonuses. For example, exclusive offers, Promo received by the Player by e-mail and others.

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronica,

Thank you for your feedback.

It was the 2nd deposit bonus.

I've since spoken with Trips Casino support. They explicitly confirmed that I was no longer in the bonus phase when playing with higher stakes—meaning the bonus had been fully wagered and completed. It was purely real money play.

That means:

The sales conditions were met

The bonus was completed

I played with real money

And the stake limit was no longer technically enforced, as it was in the bonus phase.

Nevertheless, the casino confiscated my real money winnings, citing a bonus policy that, according to the casino itself, was no longer active.

In my opinion, this is unacceptable and neither represents a fair interpretation of bonus terms nor a transparent gaming environment. I therefore request that you again review this in accordance with the Fair Gambling Code.

I would be happy to forward the casino support statement to you upon request.

Thank you for your time and support

Hallo Veronika,

vielen Dank für Ihre Rückmeldung.

Es handelte sich um den 2. Einzahlungsbonus.

Ich habe inzwischen mit dem Support von Trips Casino gesprochen. Dabei wurde mir ausdrücklich bestätigt, dass ich mich beim Spielen mit höheren Einsätzen nicht mehr in der Bonusphase befand – der Bonus war also vollständig umgesetzt und abgeschlossen. Es handelte sich dabei um reines Echtgeldspiel.

Das bedeutet:

Die Umsatzbedingungen waren erfüllt

Der Bonus war abgeschlossen

Ich habe mit Echtgeld gespielt

Und das Einsatzlimit wurde technisch auch nicht mehr durchgesetzt, wie in der Bonusphase.

Trotzdem hat das Casino meine Echtgeldgewinne konfisziert und sich dabei auf eine Bonusregelung bezogen, die laut deren eigener Aussage nicht mehr aktiv war.

Aus meiner Sicht ist das nicht vertretbar und entspricht weder einer fairen Auslegung von Bonusbedingungen noch einer transparenten Spielumgebung. Ich bitte Sie daher erneut um eine Prüfung im Sinne des Fair Gambling Codex.

Gerne leite ich Ihnen auf Wunsch die Aussage des Casino-Supports weiter.

Vielen Dank für Ihre Zeit und Unterstützung

Please forward to me the complete communication between you and the casino’s customer support regarding the confiscation of your winnings and the application of the maximum bet rule even after completing the wagering requirements.

You can send it to [email protected].

Additionally, kindly request the casino to provide your full gaming history in Excel format, and once you receive it, please forward it to me as well.

Thank you for your cooperation and patience.

Hello Veronica,

I have just sent you an email with the correspondence and the betting list provided to me by the casino.

Best regards

[name hidden by Casino Guru]

Hallo Veronika,

ich habe ihnen eine Email mit der Korrespondenz sowie die mir vom Casino bereitgestellte Wettliste soeben zugeschickt.

Liebe Grüße

[name hidden by Casino Guru]

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Neptun07,

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.

In accordance with our standard procedure, I’d like to invite a representative from Trips Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Trips Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Casino Guru Team,

Dear Valued Customer,

First and foremost, I would like to express my sincere regret that you, as a customer, had to experience this situation.

Following a thorough investigation conducted by myself and our team, we can confirm that during the wagering process of the bonus, no bets exceeded the limits stated in the terms and conditions on our website. Once the bonus has been fully wagered, there are no further betting restrictions, aside from those imposed by the game itself.

We deeply regret any inconvenience this incident may have caused.

As a resolution, the amount of 12.50920647 LTC, which was previously deducted, has now been fully restored to the customer's account. We sincerely apologize for this issue.

Additionally, the remaining amount of 2.49 LTC has already been successfully withdrawn by the customer.

Thank you for your understanding.

Best regards,

Trips Casino

Dear Casino Guru Team, dear Trips Casino,

I can confirm that the funds have been credited back to my casino account. My sincere thanks go to the Casino Guru team for their support and fair mediation.

I would also like to thank Trips Casino for re-examining the case. However, I would like to expressly recommend that the casino carefully review this and similar situations, take customer complaints seriously, and conduct a thorough review before making any decisions.

Once the payout is complete, I will finalize the case.

Liebes Casino Guru Team, sehr geehrtes Trips Casino,

Ich kann bestätigen, dass das Guthaben wieder auf meinem Casino-Konto gutgeschrieben wurde. Mein herzlicher Dank gilt dem Team von Casino Guru für die Unterstützung und faire Vermittlung.

Auch Trips Casino danke ich für die erneute Prüfung des Falles. Ich möchte dem Casino jedoch ausdrücklich empfehlen, diese und ähnliche Situationen sorgfältig aufzuarbeiten, Kundenreklamationen ernst zu nehmen und vor Entscheidungen eine gründliche Überprüfung vorzunehmen.

Sobald die Auszahlung abgeschlossen ist, werde ich den Fall abschließend bestätigen.

Hello,

the payouts are complete.

Best regards

Hallo,

die Auszahlungen sind abgeschlossen.

Viele Grüße

Dear Neptun07,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo