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OrientXpress Casino - Unjustified confiscation of funds

RESUELTA

Información sobre las quejas

Casino en conflicto

OrientXpress Casino
Publicado el 12 de marzo de 2017

good morning, on 03/02/2017 I requested withdrawal winning 800 Euros electronic roulette after you meet the bonus requirements (I paid 80 euro)
(The 250% bonus is available up to an amount equal to 500 €. For example, by depositing € 50 you receive a bonus of 125 € and then you have a total balance of 175 €, 3. The balance of the bonus, plus the balance deposited, is subject to wagering requirements of 30 times, which must be met before you can make a withdrawal.) ,.
my request to be picking 'was confirmed by orientxpresscasino chat operator who has confirmed to me that I could pick up 800 euro.
the withdrawal request and 'was duly accepted by the computer system.
after a few days I 'was sent by email orientxpresscasino with payment refusal without explanation.
I asked via email to orientxpresscasino more 'detailed explanations on the reason of the levy refused and I have not been sent.
I declare that I have respected and fulfilled the requireme bonus.
in addition to this I add that after the withdrawal still had a surplus of 1,600 euro which for no reason and I 'was reset.
It can at the request of askgamblers, give you my password so that you can check your game history and my wagering.
I add that if the player does not reach the game requirements, when picking up the computer system locks automatically or the request, which has not 'happened in my case.
I ask justice, do formal complaint / claim against orientxpresscasino asking that I be paid the winnings of 800 and is returned to me my credit balance of 1600 €.

Publicado el 12 de marzo de 2017

Hello FELIX21,

Unfortunately it appears that you have used the bonus to play table games before playing through the wagering requirements, which is forbidden by the casino's bonus terms and conditions. In line with our bonus terms and conditions, your balance was reset to the status before you started playing the bonus.

Best regards,

Orientxpress Support Team

Publicado el 14 de marzo de 2017

Good morning, to me is that I take money after fulfilling the requirements and volume of the bonus game, in addition, this confirms to me and 'was given by orientxpress casino operator in chat, if I had not even met the bonus requirements l' operator chatting would have told me, it seems obvious that orientxpresscasino not want to pay the winnings with excuses, therefore confirm my complaint against orientxpresscasino, I ask to be made thorough investigations by the authorities 'control, and should explain why' chat operator has confirmed to me that I could pick up, the conversation should be recorded by law ..

AskGamblers
Publicado el 14 de marzo de 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of OrientXpress Casino where it is clearly displayed that player played with a bonus restricted games. Player by these actions violated bonus casino term:

The casino reserves the right to remove winnings and withhold withdrawals if A player has placed bets on games other then Slots and Scratch cards while the player has an active bonus balance.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for OrientXpress Casino.

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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