The player from Switzerland is experiencing difficulties withdrawing her funds. The complaint was resolved as the player received her winnings.
OrientXpress Casino - Player’s struggling to withdraw her winnings.
Amount: €2,500
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 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.
Automatic translation:
Public
Public
3 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
Public
Public
3 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
Edited
Automatic translation:
Public
Public
3 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.
Public
Public
3 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.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Maria, for the update. Please keep me informed. I will be waiting patiently for more good news.
Public
Public
3 years ago
Translation
Dear Petronela, I think it will take weeks, unfortunately.
I'll update you as soon as I know something
Automatic translation:
Public
Public
3 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.
Public
Public
3 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
Automatic translation:
Public
Public
3 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?
Public
Public
3 years ago
Translation
No, there is a request for withdrawal of 2,000 euros pending. Another 500 are in the game account.
Automatic translation:
Public
Public
3 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.
Public
Public
3 years ago
Translation
Thanks for everything Petronela. good job
Automatic translation:
Public
Public
3 years ago
I would like to ask OrientXpress Casino to join us and help us resolve the player's issue.
Public
Public
3 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
Public
Public
3 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.
