The player from Germany has been accused of playing restricted games. The player later confirmed that the issue was resolved.
OrientXpress Casino - Player's winnings have been withheld.
Amount: €7,500
OrientXpress Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Very dear team,
First of all: I have played and made payments at this casino several times. I have already deposited more than €200.
I redeemed a bonus on 05/02/2022.
Conditions: 400%; Max bonus €500 ; Wager: I don't remember
I deposited €125 and got €500 as a bonus.
During the bonus wagering I only played slots with a bet value of 3-5€.
After I finished wagering the bonus, I requested a withdrawal. At this casino, the initial bonus is then deducted from the balance and the balance is then considered real money.
I then continued playing and played Crazy Time or other non-slot games. The stake was always below the maximum 30% as stated in the terms and conditions.
In the photo you can see the following:
Last game round with bonus: The Dog House 02/05/22 23:39 (UTC).
Account balance: 10521.61€
Payout 4000€ made on 03.05.2022 1:40 (GMT +2 = 23:40 UTC).
Game round Crazy Time on 02/05/22 23:44 (UTC)
Stake: 34€
If you now pay attention to the account balance, the following happened:
€10521.61 - €4000 (payout) - €500 (initial bonus) - €34 (stake) = €5987.61
Thus, the first game round was completed in a non-slot game with real money.
Later I canceled the 4000€ payout and requested a 2500€ payout.
The other screenshots show the following:
- E-mail with confirmations of withdrawals
- Rejection of withdrawal and retention of winnings
- My current account balance
- Balance yesterday before winnings were collected today (€5000)
So you get to 7500€ at the moment.
Terms and Conditions state the following:
- 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.
- 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.
I was in contact with support today. At first, the first two employees didn't want to listen to me fully and just kept forwarding me. Only the third employee claimed that it had to be checked again. I should report back in an hour. Three hours later I wrote to support again, who told me that I didn't have to get in touch until tomorrow.
My complaint is only because I feel I should be stalled. If something happens in the next few days, I will of course let you know directly.
Thank you team!
Automatic translation:
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2 years ago
Dear Player000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino withheld your winnings because you played restricted games?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
First of all thank you!
Yes, I was supposed to have played restricted games with the bonus. However, I did not play the games until the bonus was fully wagered. My screenshots prove this.
It's like this: As soon as the bonus has been fully wagered and withdrawal is clicked, the initial bonus is deducted from the balance and the remaining amount is real money.
I just wrote the support again. Yesterday (05/04) I was told to report today (05/05). Now I'm told it's still under review and I'd be notified. See attached screenshots.
Kind regards
Edited
Automatic translation:
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2 years ago
Translation
Dear Kristina,
Complaint can be closed. The mistake was acknowledged and the money is back in my account. I am very pleasantly surprised by the quick action of the casino.
Thanks very much.
Automatic translation:
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2 years ago
Awesome news, Player000. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
