Complaint #42 OrientXpress Casino

Casino Refuse to Pay and confiscate half of my winnings

By Rubens T.

6 years ago

Some months ago I decided to play on this Casino, made some deposits which are showed on one of the attached files, totalizing a bit more than 50Euros.Everything I deposited was lost, theres no problem with that.

From time to time this Casino kept sending me free bonuses of 5$ that I usually played and lost. But yesterday I got a bit luckier and managed to win more than 100$. The maximun bet I did was 1$, didnt do anything wrong. Verified my account by sending the required documents and the Chat Support Paloma made my withdrawal request for me with the value of 95,50$. I think it was a little strange that it was 95,50 when I actually had 100,50$ balance but it was no big deal.

But today looking at my e-mail I received a message that my withdrawal was rejected, for the reason that I didnt make a minimum of 50$ deposit. But as you can see on the print I attached I already deposited more than 50$. When I logged into my account after that, I saw that my balance now was only 50$. When I contacted support, thats the first answer I receive. That the Casino can confiscate your winnings without any reason, just like that.

This support agent "Thea" now told me to make a 50$ deposit so I can withdraw the 100$ again, do you think I feel safe to deposit another penny here ?

I ask for AG help here, I'm just a player that lost money lots of times for a Casino and finally got lucky once, at least I thought I did.

Emial/username removed

Disputed Casino OrientXpress Casino

Reason Declined payment

Amount €95.5

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

rubenstt92

• Brazil • 1 reviews

6 years ago

Casino finally paid my money on my ecopayz account yesterday. I confirm that I received the funds.
AskGamblers team, you can close the complaint now, please.

rubenstt92

• Brazil • 1 reviews

6 years ago

Ive talked to Thea on the chat support on the site, there are some things that I will leave here for evidence.

1 - She confirmed that they received all the necessary documentation
2- She confirmed that the withdrawal will for sure be processed in 5-7 business days counting from 24/04/2020.
3- She confirmed that I wont need to do anything else but wait till the withdrawal completes.

I hope OrientExpress with honor everything she guaranteed me on this chat.

rubenstt92

• Brazil • 1 reviews

6 years ago

Here I go, I sent the documents for the 3rd time, Im posting them aswell in private for askgamblers to investigate.

Just take note that ID Cards on Bazil doesnt expire, that date "data de expedição" means the date when the document was issued, you can check google translator if you want.

OrientXpress Casino Complaint Stats

Resolved 20 / 20

Avg. Amount $896

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

OrientXpress Casino Complaints

See all complaints for this casino

Waiting on my payment since 4th of August

Hello I have a problem with the Orient Express casino my withdrawal date of August 4 the wagering conditions were respected it makes me go around in circles to validate my payment knowing that it is written 3 to 5 working days and it is not respected.

Could you help me? My player id rbk8585.

Sincerely.

Resolved

€1,800

Refusing to process the whole withdrawal

The facts:

1. On 29/05/2021, I requested a withdrawal of € 2400.00 (attachment “Email_01”);

2. On 04, 05 and 07/06/2021, after the time frame (1-3 days) stated in the Casino T&C, I asked for its approval and payment.

3. On 08/06/2021 I received an email from the VIP manager saying that, according to T&C, they only could pay € 700.00. So, they refunded 1700.00 to my casino account balance (attachment “Email_02”);

4. On 09/06/2021, I replied asking them to tell me what number of the t&C they were applying to not paying me as I could not find anything there to justify their decision (attachment “Email_03”);

5. On 09/06/2021, the VIP Manager replied keeping their decision (attachment “Email_04”);

6. On 09/06/2021, I sent an email justifying my disagreement to their decision as I could not find on the T&C any justification for their decision and asked the payment of the € 2400.00 that I had requested (attachment “Email_05”).

By the facts, I beg Askgamblers to help me to receive my € 2400.00 as I consider that OrientXpress has not the right to refuse it and pay only partially.

Many thanks in anticipation.

Best regards

Flavio

Resolved

€2,400

Deposit of €100 never credited to account

Hello Askgamblers, since 3 weeks I'm waiting to get back a deposit of 100 euros not credited in my casino account, because of problems from the payment provider or casino. I contacted Orientexpress every day but they just say to wait since 3 weeks. I sent an email to the payment provider but they never answer. Please help me cause I feel that nobody cares about this situation.

As u can see in total from my bank account was taken 1090 euro from the payment provider pradexx but in the casino are just 990 euro deposits.

I attached the screenshots.

Resolved

€100

Delayed payment since Oct 12th

I have contacted this casino on a regular basis. First they told me that half of my 500 euro can be paid out as I had deposited $25 euro and the max payout was 10x. Fine. They asked for verification documents which I provided and were approved. That was on Oct 12. Now every time I talk to their chat team, they ask me to come back every day to check on my payment status. Seriously?! I never had this problem with jackpot city. The reputable casino paid out within 2 days of an approved withdrawal. I went back on Oct 16 as they said my withdrawal was now approved and the payment is made 5 business days after the approval. This is stated in the terms and conditions of the website. It has now been 7 business days and I’m again told to wait a few more days. If you’re considering this casino, I would reconsider as the deposit process is quick but not so fast when you’re the one who is getting paid.

Resolved

€250

Stalling on a €10 refund

After the casino had decielined my wings for a raison of bonus T&C ( that even was hidden on the site) I requested for a refund of 10€ that I had deposited it, the refund was confirmed at 23/04/2019 ; 14:57 , and as I seen on the casino withdrawal T&C it takes from 1_3 days but after three days nothing done yet I spoke with chat agents they told me you have to wait more with no approve or causes of this delays they just make me waiting for nothing how to do

Resolved

€10

Delaying payment

Hi,

I have been trying to withdraw money at OrientXpress Casino and they keep giving me timeframes within which 'my withdrawal will be completed' and they are never met. Everytime it takes longer and when i go into chat i hear 'soon' just wait a little longer etc. Yesterday i spoke with Jason of the VIP team and he told me all documents and skrill documents were approved, i have an email saying the withdrawal was accepted, he told me today it will be payed in the afternoon. Still.. my withdrawal is pending.

So i go into chat again to ask why my withdrawal is still pending. Tony started offering me bonuses instead of referring to my question. After i redirect him to the question i hear the same 'soon' 'wait a little longer' again. I will not cancel the withdrawal etc. i want it processed today as promised. I got text transcripts, also e-mails verifying and approving my withdrawal. Please process this thing because i still se it as 'pending'. It gives me the feeling you don't intend to pay me. Normally i won't go here but it seems OrientXpress isnt straight with me on chat and i cant get any grip on the situation via them. I hope you can understand the worrying feeling this gives a customer at your casino.

Regards,

Resolved

€4,690

Ignoring account closure request, not following Responsible Gambling policies

Dear Sirs and Madames,

I would ask you to help me.

On 23.12.2018 I requested the immediate closure of my account. (Email 1)

On 24/12/2018 I got an answer because Orientxpress wanted to know the reason for the closure and have received a bonus offer because I asked again for the immediate closure. (Email 2)

Then until 16.01.2019 nothing happened and then Orientxpress brought me back with a € 100 bonus into gambling. (Email 5)

On 29/01/2019 I wrote to Orientxpress again how it is possible, if I ask for an immediate closure please do not do this immediately (Email 3) and one day later it has been closed without an opinion and I have written to Orientxpress again if they have this explain why this did not happen immediately and I gambled € 825 again. (Email4)

Is this right or am I entitled to the gambling money after my request for immediate closure?

Attached also the copied bank statement of my deposits at Orientxpress Casino (Orientexp)

I would ask you to help me

Yours sincerely

Alois

Resolved

€825

Delayed €60 payment for more than 6 business days

Hello. I want to make a complaint for a delayed payment on this casino.

Let me start that i have Recieved a bonus of 5 euro on their site via email.

I logged in and start playing. I made around 120 euro RAW cash (after wagering requirments).

On their Bonus T&C if you receive such a bonus, you can only withdraw a maximum of 50 euros.

I said fine, and they took the other money away. After that they wanted me to deposit at least 1 time in their casino with at least amount of 10 euros so they can proceed forward with the withdraw. I made a deposit via CC and then requested the withdraw of an amount 60 euros.

And this is the beginning of delay. I have requested the money on 17th of january and the transfer to be made via credit card.

They started to ask for documents.

I have sent them: ID Card (front and backside), Bank statement for Residence Verification, Front and back side of credit card. In addition, they sent some kind of form that they wanted me to fullfill it. Without this fullfilled form they cannot proceed forward with my withdraw.

THE FORM contains : That I formally approved that the transaction of 10 euro has been made by my own disrection and I understand that these transaction have or will be billed to my credit card. etc etc. In addition, they wanted the front amd the back side of the credit card together with the FORM.

I said again fine and sent them everything. The document is sighed and sent again with everything that they asked. (For these 8 days, I have sent them the documents around 5 times, since on every answer there was a new ticked..)

For 1st time ever i see such things like this... So 1 hour ago i received an answer that they cannot process my withdraw, because my credit card must be SIGNED?

I already sent their wanted form and it is signed by me together with my credit card...

So.. almost 10 days passed and they are delaying with answers as well. More than 24 hours are passing before I receive any answer by them.

Resolved

€60

Not paid, refund refused too

I received an email saying '' Congratulations, 5 euro bonus was credited to your account''
So I login to try out some games, and i got lucky with bonuses, so i completed wagering of 250 euros or something , and had 95 euros after wagering . So i contacted customer support, one of the guys instructed to me that oh congratulations you completed wagering, and you are left with 50 euros to cash out (even tho i had 95 in balance, they said wagering is complete) . So they instructed me to lose 45 euros and make it even to 50. Then tricked me into depositing 20 Euros from Neteller so I could withdraw 70 Euros straight away (They have those rules in bonus rules section, i read all of them, and did exactly as told by customer support) .
So i deposit that 20 euros, and then i find out that only 65 is possible to withdraw since 5 euro bonus has to go back to casino site. Then i contact customer support and they gave me 2 options - cancel that withdrawal and do some spins to get to 70 euros , or deposit another 10 so i could withdraw that 70 :)
I chose not to deposit anymore , so i canceled current withdrawal of 65 and i get lucky on few spins and I reach 79.
Then i contact the same guy who instructed me to do so - he did a withdrawal on my behalf of 70 euros, and i got left with 9 euros - i asked , what to do with them, he said just lose it , since youre not gonna be able to do anything with them . So i did .
Then i receive an email asking to provide with documents, so i did .
And then 3 days nothing - i contact customer support, and they kept tricking me that theres an issue with my account, that i did some 30% of irregular betting or whatever does that means, and i got left with 0 answers. They keep telling me send an email to customer support, they should at least give me a refund - NOTHING HAPPENED . it feels like im always talking with 1 guy, since i don't have to explain my situation, always feels like he knows what i told and what been told .
All i want is my money back, thats all .
I did made a lot of screenshots of what they kept telling me , and i spoke on the phone with 2 guys named differently , but somehow sounded like same guy.
Can you guys help to shut down this site so others wouldnt make same mistake?

Resolved

€70

Stalling verification and withdrawal

A few days ago I tried my luck with orientxpresscasino.com I deposited 15€ and won 600€. Lucky me. When I tried to withdraw my winnings the problems started. Firs I received a message, that the guy who is processing the withdrawal was sick and I should have to wait a few days. At the same time I received a message, that the verification department needs some documents from me. I sent all required documents. I made sure, that all necessary informations were clearly visible. (I used the same method, picture of my ID, bank statement etc... for other casinos and all of them accepted the provided documents) orientxpresscasino.com refused my uploaded bank statement. First they sent me the same autotext with no explanation what the issue is. After some time and questions from me, the told me that my name was not on the document. But this was simply not true. Every time I asked, what exactly was missing, they responded with the same autotext. Their support isn't really a help. So I ask you for your support.

Resolved

€600