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OrientXpress Casino - Not answering bonus questions and withdrawal issues

RESUELTA

Información sobre las quejas

Casino en conflicto

OrientXpress Casino

Cantidad

€ 100

Usuario inactivo
Publicado el 5 de marzo de 2017

I opened an account there on 25.02.17 and started playing with the "ASK10" - Bonus. I only played Nextgen-games with max wagers of 1,50Euro per spin. I could manage to fulfill the wagering requirements and climbed up to more than 300,- Euro.

On the askgamblers site there is no information, that a maxcashout is valid and that i have to do a deposit of 50,- for a withdrawal.

In their t&cs it is mentioned that for normal no deposit bonus a max cahout of 100,- is possible.

After a few days my withdrawal was declined and the balance was deducted to 50,- Euro (!). They inform me, that i have to deposit 50,- Euro for a withdrawal.

So this is not a reaaly 100,- Euro no deposit max cashout, because they deduct your winnings to 50,- Euro and with your deposit of 50,- Euro you will get 100,- Euro back. Not very good.

But ok, before placing the deposit, i wanted to know from the support if i have met wagering requirements according to their t&cs. No answer until now. Besides i have sent them the documents for verification, but i only got an email that they receive the documents, There is no confirmation if the account is verified in the meantime.

I wrote different emails and i just want to know to avoid more discussions, if everything will be fine with the withdrawal if i place the deposit.
The thing with the "unreal" 100,- Euro cashout but 50,- Euro i do accept. But i think this is not very fair and should made to be clearer in their t&cs.

So finally i want to get a statement if everything is ok for withdrawal and that they reply to my questions.

Publicado el 5 de marzo de 2017

Hi,

Can you please provide your username (either here or in a private message) so that we can look into the issue?

Best regards,

Orientxpress Support Team

Usuario inactivo
Publicado el 5 de marzo de 2017

Hello,

the username you should have received with this complaint.

I provided these information that should be delievered to you non public.

But i will write it to your support with the subject "askgamblers complaint".

Please check your inbox.

KR

Theproducinggambler

Publicado el 5 de marzo de 2017

Hi,

You are correct, we received the username. Looking into it now and will update you as soon as we get the details.

Best regards,

Orientxpress Support Team

Publicado el 6 de marzo de 2017

Hi,

Upon reviewing our bonus terms and conditions for no deposit bonuses we can now understand where the confusion is coming from. The terms and conditions will be updated in the coming days in order to clarify the meaning of the section.

As it currently stands, you can withdraw a maximum of €100 from a no deposit bonus after depositing €50. The €100 consist of €50 winnings and the €50 deposited in order to withdraw.

As for your question if everything will be fine if you deposit: Absolutely. Upon depositing €50 you will be able to withdraw €100.

We apologize for the confusion and hope that with the coming updates to that section of our bonus terms and conditions things will become clearer. Thanks for bringing this issue to our attention and congratulations on winning with your free bonus!

Kind regards,

Orientxpress Support Team

Usuario inactivo
Publicado el 6 de marzo de 2017

Hi there,

thanks for information.

I will be able to place the deposit on friday, because i am at work actually and i have no possibiltiy to deposit at the moment.

It would be nice if this issue can remain open, until i have received the funds, but i think everything will be fine after the last statement of the casino.

But one thing is still unanswered: Is my account now fully verified? I did not get any information about this.

Besides i appreciate the kind of reply and the goodwill of the casino to improve their t&c´s . Good job if they will do!

Kindest regards

theproducinggambler

Publicado el 8 de marzo de 2017

Hi theproducinggambler,

Please keep us updated. The changes to our T&C should be implemented next week, we hope that they will make navigating the bonus terms easier for new players.

Best regards,

Orientxpress Support Team

Usuario inactivo
Publicado el 9 de marzo de 2017

Hello,


i have now placed the deposit of 50,- Euro. Balance before was 100,- Euro.

Now it is 275,- Euro. So there is a bonus on top, which i didn´t requested. I did not fill in a bonus code.

Please correct that, so i can go on with the withdrawal to my bank account!. I deposited via credit card. But a withdrawal to the card is not possible. So please do everything for the withdrawal to the bank account.

I look forward to your fast reply.

Kindest regards

theproducinggambler

Usuario inactivo
Publicado el 9 de marzo de 2017

Hi again,

i have discussed the new bonus issue with your support agent. He deleted the new additional bonus and confirmed that i am allowed to make a withdrawal now.

I have placed this withdrawal this eve and it would be great if it will be processed fast, so we can close this complaint after i received the funds.

KR

theproducinggambler

Usuario inactivo
Publicado el 10 de marzo de 2017

Hello,

the withdrawal is still not processed.

KR

theproducinggambler

Usuario inactivo
Publicado el 11 de marzo de 2017

...until today withdrawal is not processed. Strange, because they stated here, everything will be fine after i deposited. Since the deposit nothing happens.

@askgamblers team: please remain this complaint open

OrientXpress Casino Quejas

  • 20 de 20 Resuelta
  • 1 día Promedio de respuestas
  • 1 semana Duración media de la queja
  • 916 USD Importe medio

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