The player from Germany was accused of irregular play. Eventually, the casino decided to pay the player. the issue was resolved.
OrientXpress Casino - Player's winnings were canceled.
Amount: €550
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
2 years ago
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2 years ago
Translation
The money is not paid out to me because I allegedly played irregularly. Who reads the T&Cs before playing?
Automatic translation:
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2 years ago
Dear Jürgen,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found:
"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."
We will contact the casino and ask for their justification why your winnings have been canceled, but, before we do so, could you please indicate whether you accumulated your winnings with or without an active bonus? How much was your last deposit?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hi
The profit was accumulated without a bonus. My last deposit was €50
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2 years ago
Thank you very much Jürgen for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi Jürgen,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite OrientXpress Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
I just found out that casino orient express will pay me the amount, the sum is 550€ not 850€. was my fault That's it for me. Many Thanks
Automatic translation:
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2 years ago
Hi Jürgen,
Thank you for the update. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
