OrientXpress Casino - Player’s winnings from real money play have been reduced.

I have had an account with them for a long time, I haven't played for a long time but last week I paid 50 euros and played without a bonus, I was lucky and got 1400 euros and now they say that according to their rules I can only withdraw 500 euros, the rest of the money are deleted because I did not have a deposit of 200 but 50, but it does not matter that I was lucky and won 1400 euros, such is their rule, which I do not understand, do they have to pay how much I got ??

Dear Ante,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the T&Cs, and I found the rule which the casino uses against players:

„9. Maximum Winnings and Payouts

9.1. If a player's accumulated deposit amount does not exceed €200, players will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Have you already requested a withdrawal of €500?

Before we move forward with this complaint, is there any other communication between you and the casino that hasn’t been included in the attachments? If yes, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Yes I asked for a payment of 500 euros and now I'm waiting because they asked me to send them documents, personal, bank account, residence, now I'm waiting for an answer from them, they were totally dishonest and they stick to it, they even called me on my cell phone and explained what is the question, I said it was unfair because I was lucky and got it, but they just said that's the rule

Thank you very much Ante for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Ante,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite OrientXpress Casino to join this thread.

Dear OrientXpress Casino team,

As explained above, we consider the policy according to which players who have deposited less than a certain amount (and had not played with a bonus) are only entitled to withdraw 10 times the amount of their last deposit to be unfair and predatory.

That being said, we believe that Ante should be allowed to withdraw all his winnings.

In case the casino fails to comply with our ruling, we will close this complaint as ‘Unresolved – Against fair gambling’.

Dear All,

Thank you for reaching out to us.

We had the opportunity to review Stipic’s account and we would like to share with you our findings:

The player's account was created on the 13th of May, 2018.

We are sure that Stipic had enough time to get himself familiarized with the Terms & Conditions. 

Stipic made a deposit on the 9th of December, 2021 with the amount of 50 Euros. 

Later he played and submitted a withdrawal with the amount of 1400 Euros.

Stipic has been contacted numerous times via email and phone, informing him about the maximum amount allowed for him to withdraw, according to our Terms and Conditions: 

https://www.orientxpresscasino.com/en/tnc

"9. Maximum Winnings and Payouts

9.1.  If a player's accumulated deposit amount does not exceed €200, players will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

Therefore in Stipic’s case, he is entitled to cashout x10 of his deposit, which makes it a total of 500 Euros, and any amount over the maximum cashout will be removed.

Regarding Andrej's perspective, we'd like to remind you that we believe the maximum cashout rules are reasonable and not at all predatory, as you allege.

When we're talking about players who haven't reached a total deposit of 200 Euros, receiving ten times what the individual has put in is a fair and appropriate amount.

Nevertheless, we'd like to think that potential customers can make an informed decision about whether a casino, as a whole, offers a product that meets their specific requirements.

It is the player's sole responsibility and a mandatory step, to read the T&C before the creation of the account, and thus we must agree that whoever chooses willingly to sign up to the casino site, is obligating himself to the rules that are mentioned in the casino's terms and conditions.

We hope this is clear.

Kind regards,

OrientXpress Casino

Thank you, OrientXpress Casino team, for the reply.

We always advise players to read the Terms and Conditions carefully before creating an account in an online casino,  however, when talking about a breach of a policy we consider to be unfair, the question of whether the player was or wasn’t aware of the policy is not taken into consideration.

Limiting a player’s maximum winnings to 10 times the amount they have deposited simply due to not having deposited more than a certain amount is considered unfair and predatory especially because many players might not properly familiarize themselves with the Terms and Conditions before registering, depositing, and playing. All things considered, it seems that the only reason for having such a policy is to take advantage of unaware players. The number of existing complaints related to this (or a similar) policy generally only proves this theory. I believe it’s safe to say that if a player could choose between a casino with this policy and a casino with no unfair policies, where they will be allowed to withdraw their winnings in full, regardless of the amount they deposited, they would choose the second option.

Furthermore, according to the second sentence of rule 9.1., even a player who deposits more than €200 still might only receive 10 times their deposited amount.

I’m extending the timer by 10 days. In case the casino refuses to reconsider its decision in this case, this complaint will be closed as ‘Unresolved – Against fair gambling’.

Dear Peter,

Thank you for your comments.

It's imperative to understand, the maximum betting 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 the maximum winning rule, or 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 maximum winning limit, another player can see higher cashback, better collection of games, ability to play bonus on certain games and etc. with the maximum winning a fair trade-off.

Additionally please note that the second portion of rule 9.1 is specific to the cases where the player has made a withdrawal whilst having less than 200 Euro total deposit. The additional explanation only applies in specific circumstances where the player deposits more after the withdrawal is created. Needless to say if a player has total deposits greater than 200 Euro at the point of withdrawal the clause 9.1 won't be applicable.

In conclusion, in this case, the casino acted with respect to the agreed terms and voided the winnings.

Also, be noted, the customer has already been rewarded with his winnings of 500 EUR.

In all this, it is very unfair and unfair because I had a deposit of 175 euros, which means that I needed another 25 euros deposit, and secondly, I played without a bonus, my money and was lucky and won, it means that with you and in your casino a new player cannot win anything if he does not deposit 200 euros, very, very unfair and unfair to the players who play your casino, I advise the players of this casino not to play with you because you are dishonest and unfair, you take a profit of 900 euros even though I earned it fairly luckily regardless of your law that you stated, if players read everything they would never play with you, I advise everyone not to play with you

So thieves, thieves, you play and you win, you are lucky and you win and they take away that win because you did not have a 200 euro deposit, thieves, I advise everyone from the bottom of my heart, DO NOT PLAY IN THIS CASINO BECAUSE YOU WILL BE DECEIVED, THIEVES, I had a 175 euro deposit , received 1400 euros, of which only 500 were paid to me, THIEVES, NEVER PLAY IN THIS CASINO,

You have a bad reputation, I give you an even worse one, 0, because you are THIEVES

DON'T PLAY THIS CASINO, DEAR PLAYERS ARE NEW, THIEVES, YOU WILL NOT GET HOW MUCH YOU WIN, THIEVES, YOU SHOULD BE PROSECUTED BY ALL LAWYERS, THIEVES, DON'T PLAY WITH THEM

Thank you, OrientXpress Casino, Ante, for your replies.

Dear OrientXpress Casino,

Thank you for clarifying the second part of rule 9.1. I believe I should make it clear that our opinion about the rule is mainly based on the fact that (just like any other type of win limit) it can drastically affect the RTP as due to the policy, many players who get lucky and win a substantial amount will not receive their winnings in full. From our perspective, and we believe that from a regular player’s perspective as well, a lowered chance to win or being required to deposit a rather large amount just to be eligible to withdraw possible winnings is unfair. You can find more on our position on this matter in our Fair gambling codex.

Dear Ante,

I apologize, but since the casino team is refusing to reconsider its decision in your case, we’re forced to close this complaint as ‘Unresolved – Against fair gambling’. Before we do, could you please confirm that you’ve successfully received the €500?

I received 500 euros from them, but they are dishonest and incorrect in everything, let them, as far as I am concerned, I WILL NEVER PLAY AGAIN WITH THEM AND I ADVISE OTHER PLAYERS, DO NOT PLAY IN THIS CASINO BECAUSE THEY ARE THIEVES

Thank you, Ante, for confirming. As explained earlier, since the casino team refused to reconsider the decision in your case, we’re forced to close your complaint as ‘Unresolved – Against fair gambling codex’.

I am very sorry I couldn't be of more help, but at least closing this complaint as ‘Unresolved’ will 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.