The player from Germany was accused of breaking the promotional T&Cs by playing a restricted game. His winnings were confiscated. At Casino Guru, we believe that restricted games should be blocked during bonus-play so that players can't breach the policy by accident. Therefore, we believe that the player's winnings should be paid. The casino refused to comply with our ruling. The complaint was, therefore, closed as 'Unresolved - Against fair gambling codex'.
OrientXpress Casino - Player has been accused of playing a restricted game.
Black points: 684
Amount: €3,030
OrientXpress Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.0
OrientXpress Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi.
I have legally won the amount in dispute and the casino refuses to pay out because I allegedly violated Section 10 in
would have violated the ABG's and should not have been allowed to play a certain game. Since I only had 10% of the amount in dispute in my account at the time and I only played this game 3 times because it was boring, the remaining amount was won in other games. I achieved a total turnover of over € 12,000 in order to meet the bonus provisions. I then registered this and the amount for payment. After I have submitted the requested documents, I received this message today that the money will not be paid out to me for the reasons mentioned. I ask for your help and would be happy if you could give me this.
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2 years ago
Dear meisteryoda0815,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.
Could you please forward your game history in Excel format to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Hello Petronela. I cannot send the complete gameplay so easily that it is hundreds of pages. I had already included the course of the game that is being reminded. It's about a game where I used it 3 times. Then I stopped because I was too bored. Nowhere in the terms and conditions is it stated that this game should not have been played.
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2 years ago
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Hello Petronela.
Here is the latest info from the casino with the reason for the rejection.
Hello Frank,
How are you?
Your withdrawal was declined due to irregular play.
Bonus funds are only valid for slots and scratch cards. The casino reserves the right to remove winnings and withhold withdrawals if a player has placed bets on games other than slots and scratch cards while the player has active wagering requirements.
Unfortunately you did not obey the rules and played with the bonus on 12/26/2021 at the game "Christmas Party" while you still had an active turnover.
As a result, the withdrawal was refused and you get the source of the profit back into the account.
This gives you the chance to try again.
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2 years ago
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Hi. Is there any new information about the case?
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2 years ago
Dear meisteryoda0815,
I apologize for the delayed response. I understand the situation. I’ll contact the casino and try my best to resolve the issue.
I would like to invite OrientXpress Casino to join this conversation.
Dear casino team,
Can you please explain the reasoning behind your decision in this case?
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2 years ago
Dears,
Please be advised that we have investigated the issue and we would like to point out several details.
The withdrawal in question was made on 31-Dec-2021.
The source of the winnings included a deposit bonus claimed on 26-Dec-2022, thus clause "11. Promotions and General Bonus Conditions" of the casino terms and conditions are applied, in particular:
"11.16.2. Bonus funds are only valid for slots and scratch cards. The casino reserves the right to remove winnings and withhold withdrawals if a player has placed bets on games other than Slots and Scratch cards while the player has active wagering requirements."
In this case, the player has placed up to bets on the games "Mehen", "Christmas Party" and "BOMB SQUAD" which are non-slot games.
The mentioned games are not allowed to be played with bonus funds. This is the reason why the casino has decided to void the players winnings.
We would like to point out that the non-lost funds were returned to the player account.
We would also like to mention that Mr. Frank has previously had approved withdrawals and never encountered any issues when playing in accordance with the casino terms and conditions.
Regards,
OrientXpress Casino
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2 years ago
Thank you, OrientXpress Casino, for the reply.
At Casino Guru, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break it by accident. It’s not too hard to implement a feature that will only let players place bets on a certain game genre and lock all other games while playing with an active bonus. You can read more about our opinion on similar situations in our Fair Gambling Codex.
As this situation could have been easily avoided, we would like to ask OrientXpress Casino to reconsider the decision in this case.
In case the casino refuses to comply with our ruling, this complaint will be closed as ‘Unresolved – Against fair gambling’, which will affect the casino rating.
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2 years ago
Dear Andrej,
Thank you for your comments.
It's imperative to understand, the mentioned playing rule on Orientxpress casino is explicitly advertised in the casino's Terms & Conditions. Moreover, our live-chat support is always available to assist the players should they have any questions regarding the betting rules.
While we respect your opinion, we believe that the judgment about the fairness of any rule for that matter is rather subjective and unfair without accounting for other factors like the Casino Bonuses, Games, Player Support Structure, etc.
While you might prefer to play with no limit, another player can see higher cashback, better collection of games, ability to play bonus on certain games, etc. with the maximum bet a fair trade-off.
In conclusion, in this case, our decision is final. The casino acted with respect to the agreed terms and voided the winnings.
Regards,
OrientXpress Casino
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2 years ago
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As you can see from the reputation, one has the impression that the casino uses these conditions in a targeted manner in order not to have to pay out winnings. Reference is always made to the terms and conditions, which do not clearly state which games are prohibited when a bonus is received. These can only be found if you explicitly go to the generic term. If you click on all games, these will also appear. This is misleading and the fault of the casino. Maybe you really need to send the casino a letter from a lawyer to see how they react. This is where it finally comes to €3000, which is no small matter.
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2 years ago
Dear OrientXpress Casino team,
We always advise players to be attentive and read the Terms and Conditions thoroughly before joining an online casino, however, we also believe that a reputable online casino should do its best to prevent players from breaking the rules, especially in cases where implementing a feature to ensure extra safety for players is not a complex task.
That being said, we are aware that blocking restricted games is not the industry standard yet, and for that reason, the penalty for this complaint will be reduced.
Dear meisteryoda0815,
I apologize, but since the casino is refusing to reconsider its decision in this case, we are forced to close this complaint as ‘Unresolved – Against fair gambling’.
I am very sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.
The casino can reopen this complaint anytime.
