Ignoring account closure request, not following Responsible Gambling policies

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.

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

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.

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

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,

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.