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OrientXpress Casino - Not paid, refund refused too

RESOLVED
Complaint Info
Disputed casino OrientXpress Casino
Reason Refund declined
Amount € 70
Posted on November 21, 2018

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?

Posted on November 22, 2018

Hello MINDAUGASRAD,

Thank you for bringing this to our attention.
We have investigated we were informed that there was a human error.

We have already rectified the situation and paid the amount to your Neteller account (21.11.2018).

The Casino would be grateful if you would please confirm this.

Wishing you all the best for the future.

Casino OrientXpress

AskGamblers
Posted on November 22, 2018

Dear @Mindaugasrad,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on November 22, 2018

Thank you ASKGAMBLERS , only when i took my matters here my issue was solved , it took me 3 days to talk to customer support , ive heard a lot of stuff .
At the end Kelly was the most helpfull, and I just checked my neteller - I received 70Eur from OrientexpressCasino.
Issue is solved, thank you both!

AskGamblers
Posted on November 22, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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