I made a withdrawal request of € 5000 and instead I gave it € 4000 telling me that they pay a maximum of 20 times of the last deposit and they have not even credited them back to my account I have written several emails but they do not reply they give me a number of tickt and nothing more in short they have cheated me € 1000

Ho fatto richiesta di prelievo di €5000 e invece me ne anno dato €4000 dicendomi che pagano massimo 20 volte del l'ultimo deposito e non me li hanno nemmeno riaccreditate sul mio conto ho scritto varie email ma non mi rispondono mi danno un mumero di tickt e niente piu insomma mi hanno fregato €1000

Dear GIUSEPPE,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the Bonus T&Cs (https://www.orientxpresscasino.com/en/tnc/bonus-tnc), and this is what I found:

"Once you receive a bonus you will be allowed to cash out a maximum of x20 of your deposit until your general casino balance reaches 0."

Could you please specify whether these winnings were the result of playing with some bonus?

Looking forward to hearing from you. Thank you.

Best regards,

Kristina

No the winnings were with my money because I had already reduced my winnings with bonuses

No le vincite erano con soldi miei perche gia mi avevano decurtato le vincite con bonus

Thank you for your quick reply. I checked the General T&Cs as well and this is what I found this:

"13.13 . If a player's accumulated deposit amount does not exceed €200, player 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 http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits we consider this rule to be unfair and predatory, when it’s applied to a real money game.

Before we move further with this case, I would like to know if there is any communication between you and the casino. If yes, forward it to my email address [email protected], please.

Also, how did you find out about this maximum payout limit? If you were informed by the casino, please forward me that message as well.

I sent you a reply email

Ti ho inoltrato email di risposta

GIUSEPPE, thank you very much, have you received any explanation from the casino regarding your capped winnings? If yes, please post it here too.

Dear GIUSEPPE,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

No I haven't received a reply email

No non mi è arrivata nessuna mail di risposta

Thank you very much GIUSEPPE for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask OrientXpress Casino to join us and explain why did the player receive only 4000€ instead of 5000€.

you can do it they will reply that they pay the last deposit x20 but I asked that € 1000 that I cut back would be credited back to me which they didn't do

puoi farlo ti risponderanno che pagano ultimo deposito x20 ma io chiedevo che €1000 che mi anno decurtato mi fossero riaccreditati cosa che non hanno fatto

We are sorry to hear you had such a frustrating experience, but really appreciate you bringing this issue to our attention.

We can confirm that there is a bonus involved. The winning source are:

- deposit ID 4055463 of 200.00 EUR

- deposit bonus ID 4055469 of 300.00 EUR

We have seen that the bonus was requested on chat.

If require further information, kindly let us know.

All I ask is that the € 1000 that has been reduced to me will be credited back to my gaming account so I can continue playing

Quello che chiedo io è che i€1000 che mi sono stati decurtati mi vengano riaccreditati sul mio conto gioco così posso continuare a giocare

Thank you for your fast response on this case. OrientXpress Casino could you please send us some kind of proof that the player was playing with bonus? Send it to [email protected].

they credited me € 1000 as casbak so for me you can close the case thanks

mi hanno accreditato €1000 come casbak quindi per me potete chiudere il caso grazie

Dear Giuseppe,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

www.kpvfaw.com