OrientXpress Casino - Player’s winnings have been confiscated due to the 30% maximum bet rule.

10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play.

First, they don't have any bet restriction over this rule and the operators don't explain nothing about these rules. I have deposit 50 euros and I didn't ask them the bonus. I have played spin roulette and then switched to live roulette. I can show the transactions if you ask. But, they don't tell me if there is any restriction, they are simply stalling and they don't say nothing.

These was the last 2 chats they had with orient xpress casino:

Please wait for a site operator to respond...

Operator Charlie has joined the chat.

Hello and welcome to our casino ! How may I help you ? :)

Hello! Why is transaction 4470430 not processed? It has already passed more than 10 days since verification and I don't have my money.

Let me check your account

I will check with manager

you will get the update from email very soon

I hope so, I do not wish to prosecute this casino by scam.

bye

No worries you willget one

16:13

#b1y

16:13

Wish you best of luck ! Don't hesitate to contact us if you need anything or for a special bonus offer :) We are here for you!

Operator Charlie has left the chat.

The chat is ended. (18:13:10)

Start chat again

Rating submitted successfully. Thanks for your support.

This was the last chat that I had with orient express casino, so I do not recommend this casino and I think it should excluded from the platform.

on 03/12/20

Please wait for a site operator to respond...

Operator Ella has joined the chat.

Thank you for contacting us! How may I help you?

Hello! Why is transaction 4470430 not processed? It has already passed more than 10 days since verification and I don't have my money.

17:26

One moment please I will check the information

17:27

João your withdrawal is being processed, please wait and will be informed once it is finished

Until when?one month? one year?

17:34

I want the withdrawal processed, NOW

17:36

João I will inform finance team now to fast the process, thats what I can do now

ok, I will inform my lawyer.

Thank you for choosing our casino if you need any help come in live-chat we are always ready to help you ????

Have a nice day! Don't hesitate to contact us if you need anything or for a special bonus offer :) We are available 20/7 ????

Operator Ella has left the chat.

The chat is ended. (19:42:22)

Start chat again

Rating submitted successfully. Thanks for your support.

This was the last chat that I had with orient express casino, so I do not recommend this casino and I think it should excluded from the platform.

on 04/12/20

Dear jbcunha,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked terms and conditions, and I found the term you were referring to (https://www.orientxpresscasino.com/en/tnc):

" 10.3. Placing total bets equal to or greater than 30% of the value of the deposit currently in play is prohibited. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered as irregular play."

Do I understand correctly that the casino is holding your winnings because this rule was breached? I would like to emphasize, that we believe such rules are predatory, because players should be allowed to play with their deposit the way they prefer.

Could you please forward the message, where you were accused of breaching this term to kristina.s@casino.guru? (Or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristina

First, they don't have any bet restriction over this rule and the operators don't explain nothing about these rules. I have deposit 50 euros and I didn't ask them the bonus. I have played spin roulette and then switched to live roulette. I can show the transactions if you ask. But, they don't tell me if there is any restriction, they are simply stalling and they don't say nothing.

As you can, on the last chat:

Please wait for a site operator to respond...

Operator Fred has joined the chat.

Hello, what can I do for you?

Hello! Why is transaction 4470430 not processed? It has already passed more than 10 days since verification and I don't have my money.

Let me check that for you, a moment please

I checked and you are right. I've contacted the head of finance to get it paid as soon as possible. Our apoligies for the inconvenience

What is happening? Nobody knows to explain me, nothing. This is the 3rd chat.

I understand. I think it got lost becasue it was so busy

ok, I am waiting for my withdrawal. This is not acceptable. Casino should review the policies and procedures.

I understand. Usually this does not happen but it has been very busy lately. I will do my best to get this sorted asap

bye

We do believe, tha maximum bet rule 30% of the deposit is unfair, but we've taken this into consideration when reviewing the casino, and it is currently influencing the casino's rating.

However, from your messages it doesn't seem, that this is the main issue here. Would you be so kind and indicate, when exactly you requested a withdrawal?

I ask my withdrawal on the 22th November 2020 at 5h:53.

Last chat:

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Operator Franklin has joined the chat.

Hello how am I able to help you this time? 😊

Hello! Why is transaction 4470430 not processed? It has already passed more than 10 days since verification and I don't have my money.

12:57

João your withdraw is under review of management

12:58

i will leave note for them

12:58

please wait you will be updated as soon as possible

12:58

How many days do I have to wait more?

couple of days

13:00

no worries y

13:00

you will be updated very soon

via E-Mail

13:01

Bye

Thank you very much jbcunha for your cooperation so far. I will now transfer your complaint to my colleague Martin 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.

Hello jbcunha!

From now on, I will try my best to help you. I would like to invite OrientXpress Casino into this conversation in order to clarify this situation.

Thank you for reaching out to us.

Please be advised that we do not accept the complaint to be valid as the player's winnings were not confiscated.

Despite the irregular play on his account, the withdrawal was approved.

The withdrawal delays were due to issues with Skrill which is out of the casino's control.

jbcunha has been requested to provide the latest bank statement with IBAN to enable a wire transfer to his account.

I have already sent the account extract with IBAN but casino is requesting the complete name, BIC and address. The bank doesn't emit statements with those requirements for third parties. The IBAN and complete name are there, the rest is not. That is GDPR violation.

About SKRILL:

11.1. It is strictly forbidden to send or receive payments as consideration for the sale or supply of: tobacco products, prescription drugs, drugs and drug paraphernalia, weapons (including without limitation, knives, guns, firearms or ammunition), satellite and cable TV descramblers, material which incites violence, hatred, racism or which is considered obscene, government IDs and licences including replicas and novelty items and any counterfeit products, unlicensed or illegal lotteries or gambling services (including without limitation the use of or participation in illegal gambling houses), unregistered charity services, items which encourage or facilitate illegal activities, prepaid debit cards or other stored value cards that are not associated with a particular merchant and are not limited to purchases of particular products or services, third party processing or payment aggregation products or services, multi-level marketing, pyramid selling or ponzi schemes, matrix programmes or other "get rich quick" schemes or high yield investment programmes, goods or services that infringe the intellectual property rights of a third party, un-coded/miscoded gaming, timeshares or property reservation payments (On and Off Plan). We reserve the right, in our sole discretion, to add categories of prohibited transactions by adding such categories either to these Terms of Use or an acceptable use policy published on the Website.

11.2. It is strictly forbidden to make payments to or to receive payments from persons or entities offering illegal gambling services, including (but not limited to) illegal sports betting, casino games and poker games. We may suspend or terminate your Skrill Account at any time or refuse to execute or reverse a transaction if we believe that you directly or indirectly use or have used your Skrill Account for or in connection with illegal gambling transactions. This list is not exhaustive and it is your responsibility to ensure that you do not use our services for transactions that may be considered illegal in your jurisdiction.

Dear Orientxpress Casino,

I would like to ask you to confirm whether you received the details jbcunha should have sent to you.

If they are not satisfactory, to process the payment, please let us know what particular information is missing for you to complete the withdrawal.

Hi Martin

The correct bank account details were verified yesterday the 12th of December 2020. Unfortunately being the weekend no payment will be processed until the next financial working days.

Regards

Dear jbcunha,

Thanks to the confirmation of your bank details by the OrientXpress Casino, you should be receiving your payment soon. Please, keep us informed when you receive it.

According to Orientxpress casino it will be paid tomorrow.

Please wait for a site operator to respond...

Operator Jeremy has joined the chat.

Welcome to the Casino! Would you like a great bonus with your next deposit?

Hi João

12:10

how can I help you?

Hello, 1st withdrawal transaction 4470430, it is approved but it was not processed. It is delayed almost one month. Do you have any news?

II will check for you

I show it was paid today and you will receive by tomorrow

ok, i will check tomorrow on my bank balance

Dear jbcunha,

I am delighted to hear good news from your end, please let us know when you'll receive your payment.

Dear Joao,

Thank you for playing at OrientXpress!

We have received your withdrawal request € 440.00.

Unfortunately, your withdrawal request was denied.

Reference number: 4521005

Please contact our Support 24/7 for any additional information.

You can always review your transaction history in the CASHIER on the site.

General Terms & Conditions

 Thank you for choosing OrientXpress.

Enjoy,

OrientXpress

Support team

For the 2nd withdrawal of 440 euros , here is the answer from Orientxpresscasino:

Dear ????

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.We have therefore cancelled your withdrawal request and removed the winnings.

Should you have any questions please contact our customer support via live chat on our site.

Kind Regards, 

Verification Team

Ticket Details

Ticket ID: QUG-188-28751

Department: Orientxpress Finance

Hello jbcunha,

I am truly sorry to see for what happened. We have made our stance regarding this rule clear before. I would like to emphasize once again, that we believe such rules are predatory, because players should be allowed to play with their deposit as they prefer.

Therefore I would like to ask OrientXpress Casino representatives to provide us with statement on this situation.

As you stated above:

"Thank you for reaching out to us.

Please be advised that we do not accept the complaint to be valid as the player's winnings were not confiscated.

Despite the irregular play on his account, the withdrawal was approved.

The withdrawal delays were due to issues with Skrill which is out of the casino's control.

jbcunha has been requested to provide the latest bank statement with IBAN to enable a wire transfer to his account."

I believe you can clarify this series of events to us. Why the withdrawal request was not approved with the correct bank details now and why do you refer onto the 30% deposit max bet rule, which was not an issue before?

Please be advised that the withdrawal of 103.07 Euro was successfully paid.

Now for the 2nd withdrawal of 440 EUR, the casino has to decline the withdrawal as the player continues to violate the terms and conditions of the casino. The first withdrawal was approved as the player was given the benefit of the doubt that he might have missed the betting rules, however, the casino was proven wrong and the player has no intention to follow the terms and conditions that he agreed to when he signed up at the casino.

In this matter, the withdrawal of 103.07 euro which is the main issue in this complaint was paid. The casino's decision to decline and confiscate the 2nd withdrawal is final.

Please wait for a site operator to respond...

Operator Jeremy has joined the chat.

Happy Holidays!

Welcome to the Casino! Would you like a great bonus with your next deposit?

Hi João

how can I help you?

One moment please

09:43

Please be advised that the withdrawal of 103.07 Euro was successfully paid.

Now for the 2nd withdrawal of 440 EUR, the casino has to decline the withdrawal as the player continues to violate the terms and conditions of the casino. The first withdrawal was approved as the player was given the benefit of the doubt that he might have missed the betting rules, however, the casino was proven wrong and the player has no intention to follow the terms and conditions that he agreed to when he signed up at the casino.

In this matter, the withdrawal of 103.07 euro which is the main issue in this complaint was paid. The casino's decision to decline and confiscate the 2nd withdrawal is final.

I have checked my bank and i dont have confirmation the 103.07 payment

that withdraw was paid yesterday. It normally take 3 - 5 business days to receive

Hello jbcunha!

Firstly, I am glad that you will receive your original disputed amount, please don't forget to let us know, when you'll receive it.

Secondly, I am sorry that I could not help further with the second withdrawal request, as OrientXpress Casino has the aforementioned rule clearly stated in their T&C and it was already discussed in this topic, including our opinion.

This will leave us with no other choice, than marking this complaint as unresolved due to enforcing unfair rules, which will have negative impact on the casino's rating, although the player received his first disputed amount.

I think this the right time to call the regulator gaming-curacao and to stop this abuse. I know that orient xpress casino has his own terms and conditions and their own rules but this is unfair for the players. So, I invite them to see this complaint link.

Hello jbcunha!

Did you receive the first withdrawal already?

Yes, I confirm that I receive the first withdrawal.

I am glad to hear, that you were able to get your first payment.

Despite the fact that the decision of the regulator was in favor of OrientExpress Casino, we strongly believe that players should not be limited on how much they bet with their own deposits. We see this kind of rules simply as predatory and unfair. Although the original disputed amount was successfully paid, we are forced to close the complaint as ‘unresolved’ in our system, because OrientXpress Casino enforced aforementioned rule.

The casino can reopen this complaint anytime.

Jbcunha, I sincerely hope you won't come across problem like this in the future.