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OrientXpress Casino - Delayed verification and withdrawal

RESUELTA

Información sobre las quejas

Casino en conflicto

OrientXpress Casino

Cantidad

€ 300

Publicado el 27 de febrero de 2017

I registered to the casino on February 17th and made a deposit of 30 euros via Visa Electron. Having received a bonus of 250%, i went through the wagering and made a withdrawal of 600 euros to my Visa. Customer service confirmed, that the winnings and subsequent withdrawal are legit and I should be hearing from the financial department soon. On Monday 20th, the financial department sent me an e-mail, requesting me to reply to it with the needed documents attached. I followed these instructions and sent them pictures of Visa card, driver's licence and a copy of my phone bill.

After six days and many requests, the customers service is unable to confirm whether the documents ever found their way to the financial department. They frequently advise me to contact again another day. My e-mail provider (Gmail) hasn't notified me of any problems sending the reply e-mail to them. I would like to get this matter solved and receive the full sum of 600 euros as soon as possible.

Publicado el 28 de febrero de 2017

Hi,

We are looking into the issue and will update you as soon as we we get more information.

Best regards,

Orientxpress Support Team

Publicado el 28 de febrero de 2017

Update on events:
Despite my continued efforts, the casino chat support is offering me no excuses what so ever for the complete disappearance of my documents, that i have now sent them not once, but twice. First on the 20th to financial department and again on the 26th to both support and finance e-mail addresses. Again on the 27th I sent an inquiry through e-mail and have received no response.

I have the prints from the chat logs and will post them if necessary. Additionally, i have the time stamps from my Gmail to prove the sending of my documents.

Publicado el 2 de marzo de 2017

Hi Rottencop,

We're in contact with our verification department in order to solve this issue as quickly as possible.

Best regards,

Orientxpress Support Team

Publicado el 2 de marzo de 2017

Hi,

Our verification department wasn't able to find any mails from you. Is it possible that you sent them from a different address than the one connected to your casino account?

Best regards,

Orientxpress Support Team

Publicado el 2 de marzo de 2017

How could I have sent it to another address when i pressed "Reply to email" ? After all, the withdrawal notification asking for the document specifically instructed to do so.

Anyway, i now changed my e-mail from the account settings, verified it, and now sent the documents again to both support [at] orient­xpr­ess­cas­ino.com and finance [at] orient­xpr­ess­cas­ino.com.

If there is no success, then the problem must be at your end. That Gmail i used has been functioning perfectly since 2005.

Publicado el 2 de marzo de 2017

Hi,

We can confirm that we have now received the documents and will continue with the withdrawal process.

Kind Regards,

Orientxpress Support Team

Publicado el 5 de marzo de 2017

Thank you. I am waiting for the withdrawal to clear. Will post update when funds received.

Publicado el 8 de marzo de 2017

On March 2nd support confirms receiving the documents (as also stated here on AskGamblers). A few hours later on the same day, precisely on 15:25, finance dept. sends me e-mail asking for the backside of my driver's licence and asks me in Finnish to:

"...vastaa tähän sähköpostiin ja liitä vaaditut asiakirjat viestin liitteeksi."
Translation:
"...reply to this mail and attach the needed documents"

9 minutes after that request (at 15.34) i replied to the mail as requested and attached the picture of the backside of driver's licence.

Fast forward 6 days later, on March 8th the withdrawal is again rejected due to a missing document. Chat support agent confirms they have not received the reply mail i sent them.

Now i re-sent the document in a separate forwarded mail which hopefully finds it way to the support.

i urge you to change the instructions on your automated mail to read "Do not reply to this mail", since they are clearly not being received by anyone.

Additionally, i would kindly ask you to process my withdrawal as soon as possible.

Publicado el 8 de marzo de 2017

Hi,

We are truly puzzled how this happened, there haven't been any issues at all receiving the documents from any of the other players withdrawing money from the casino.

We deeply apologize for the inconvenience and are looking to solve this as quickly as possible.

Best regards,

Orientxpress Support Team

Publicado el 8 de marzo de 2017

Hi,

We have reviewed your support tickets, the first is ticket OII-687-39593, which was sent on the 2nd of March, and didn't include the required document. The second is ticket TSX-176-90329, which is dated today and included the document.

There's no reason not to believe that you did indeed send the document on the 2nd of this month as you stated and we are currently investigating why we didn't receive it. As stated above, we haven't had any such issues before, but we'd like to make absolutely sure that it won't occur again in the future.


Kind regards,

Orientxpress Support Team

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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