HomeComplaintsOrientXpress Casino - Player’s struggling to withdraw her winnings.

OrientXpress Casino - Player’s struggling to withdraw her winnings.

Amount: €2,500

OrientXpress Casino
Safety Index:Very low
Submitted: 26 Apr 2021 | Resolved : 18 May 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Switzerland is experiencing difficulties withdrawing her funds. The complaint was resolved as the player received her winnings.

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2 years ago
Translation

I made deposits (no bonus) I won 5000 euros (jackpot) plus 1000 euros to another slot (total 6000 euros) I made a lot of withdrawal requests but they only accept 1000 euros. The last request I made on April 4, for 2000 euros, and today they accepted me only 500 euros. I state that the payout dates back to almost 2 months ago and I still have to collect 2500 euros.

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2 years ago

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have received partial withdrawal already?

Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime cumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru.

Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

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2 years ago
Translation

Dear Petronela

Before the win I made a series of deposits, all without bonuses.

I received part of the winnings in various stages but my withdrawals were never fully accepted. For example, out of a request for 5000, only 1000 were accepted. I send all documentation by email.

Thank you


Ps: I want to clarify that a customer service agent told me that to have my money I have to keep making deposits. Well, I don't think it makes sense to make deposits and then pay myself the winnings. Also because if I win then there is the risk that they will not give them to me. I don't think it is very professional for a casino to tell a player to keep depositing and staying active otherwise you risk losing your funds. I also have emails that testify to these claims. If you want, I can forward these too

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2 years ago

Thank you very much, Maria, for forwarding all the relevant screenshots of your casino cashier history. Could you please confirm the following?

Cumulative lifetime deposits (26/2/2021 – 23/04.2021)  = £1,140


Processed and successfully received payouts:

-         18/03/2021        £1,000

-         29/03/2021        £1,000

-         07/04/2021        £1,000

-         25/04/2021        £500

Funds still being held by the casino £2,500 (out from the £6,000 originally requested).

Thank you very much in advance for your reply.

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2 years ago
Translation

Thanks to you Petronela for the answer

Yes, that's all right. Yesterday I made the withdrawal request for 2000 Euros and another 500 Euros are in the gaming account.

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2 years ago

Thank you very much, Maria, for the update. Please keep me informed. I will be waiting patiently for more good news.

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2 years ago
Translation

Dear Petronela, I think it will take weeks, unfortunately.

I'll update you as soon as I know something

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2 years ago

I wish I could be of more help, unfortunately, we are left with no other option just to be patient. Please keep me informed about any developments.

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2 years ago

Hi Maria,

Have there been any developments since our last conversation?

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2 years ago
Translation

Hi Petronela,

Yes, there are news, but not good ones. My withdrawal is still standing and by email they asked me to make deposits to speed up the withdrawal. Obviously I have not made any new deposits so I think the withdrawal will not go through.

Best wishes

Maria

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2 years ago

Thank you, Maria, for the update. Could you please confirm that only the last withdrawal of £500, requested on the 25th of April, is pending now? Have you received all the other payments? 

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2 years ago
Translation

No, there is a request for withdrawal of 2,000 euros pending. Another 500 are in the game account.

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2 years ago

Thank you very much, Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 years ago
Translation

Thanks for everything Petronela. good job

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2 years ago

I would like to ask OrientXpress Casino to join us and help us resolve the player's issue.

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2 years ago
Translation

Ah, perfect Nick, thank you!

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2 years ago

Hello,


Please be advised that the withdrawal with the sum of 2,000 Euros has been paid earlier this week.


As a guide, once the casino pays the withdrawals it goes through an intermediary bank(s) and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account. This processing time is out of the casino’s control – these are 3rd party timelines.


We apologize for any inconvenience that this may have caused.


Should you have any further questions or concerns don’t hesitate to contact us. 


Regards, 

OrientXpress Casino 

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2 years ago

Dear Maria,

Could you please confirm if the money arrived. If not yet, please let us know if there will be any update regarding the case.

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2 years ago
Translation

Yes Nick, I confirm. They arrived this morning. Thank you both

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2 years ago

Thank you Maria for letting us know that your issue have been resolved. Please do not heistate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

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