OrientXpress Casino - Os ganhos do jogo bônus foram cancelados.

I received an email with a Lap4 top-up code which means that with a minimum top-up of 20 euros I would have had 500% plus 50 free spins. I recharged 20 euros with my credit card. I had to top up my account with 120 euros. I started playing and I never went below 100 euros, which means that I played with my 20 euros which is real money. So consequently I met the wagering requirements that I was or more than 3000 euros and I repeat that the requirements I met them with my 20 euros and not with the bonus and I'll explain why. At the time of the withdrawal I had 400 euros including the bonus of 100 euros .. I also state that of the 50 laps available I have not used. Having said that I opened the withdrawal page and they made me withdraw only 300 euros rightly .. because 100 were bonuses that I repeat I have never used. After a few days nn seeing the money withdrawn from the game account to my bank account I asked for information in the live chat and I was told that I won by breaking the rules. I practically played a slot where I could not play and to be exact to AMERICAN POKER GOLD. So consequently they refused the withdrawal and refunded me only the 20 euros top up. I asked to be contacted several times by phone but it seems that they don't want because they are afraid of something otherwise they would have called me and we would have discussed it verbally instead of behind a chat and then I don't think it is appropriate to discuss also why I won that money and they cannot say these absurd things. If it were true that in that slot I could not play the system automatically, it did not have to make me play. But since they were real money and no bonuses, they can't say anything. They just have to pay !!! I hope that with this complaint I can settle this situation otherwise I will go to the bottom I will file a complaint and a complaint to the competent institutions this is little but safe !!!

Mi è arrivata una mail con un codice di ricarica Lap4 vale a dire che con una ricarica minima di 20 eura avrei avuto il 500% più 50 giri gratis. Ho ricaricato 20 euro con la mia carta di credito. Nel mio conto dovo aver fatto la ricarica avevo 120 euro. Ho iniziato a giocare e nn sono mai sceso sotto i 100 euro vale a dire che ho giocato con le mie 20 euro che sono soldi veri. Quindi di conseguenza ho soddisfatto i requisiti di puntata che ero o più di 3000 euro e ripeto che i requisiti li ho soddisfatti con le mie 20 euro e non con il bonus e vi spiego il perché.. Al momento del prelievo avevo 400 euro compreso il bonus di 100 euro.. Premetto anche che dei 50 giri a disposizione non ne ho usufruito. Detto questo ho aperto la pagina del prelievo e mi hanno fatto prelevare solo 300 euro giustamente..perché 100 erano di bonus che ripeto non ho mai usato. Dopo qualche giorno nn vedendo i soldi prelevati dal conto gioco al mio conto bancario ho chiesto informazioni nella live chatt e mi è stato detto che ho vinto infrangendo delle regole. Praticamente ho giocato ad una slot dove non potevo giocare e per l'esattezza ad AMERICAN POKER GOLD. Quindi di conseguenza mi hanno rifiutato il prelievo e mi hanno rimborsato solo le 20 euro ricaricate. Ho chiesto di essere contattato più volte telefonicamente ma sembra che nn non vogliono perché hanno paura di qualcosa altrimenti mi avrebbero chiamato e ne avremmo discusso a voce anziché dietro una chat e poi nn mi sembra il caso di discutere anche perché quei soldi li ho vinti e loro nn possono dire queste cose assurde. Se fosse vero che a quella slot non potevo giocare il sistema in automatico nn mi doveva far giocare. Ma siccome erano soldi veri e nn bonus loro nn possono dire nulla Devono pagare e basta!!! Spero che con questo reclamo riesco a sistemare questa situazione altrimenti andrò in fondo sporgerò denuncia e querela alle istituzioni competenti questo è poco ma sicuro!!! 

Dear Fernando,

Thank you very much for submitting your complaint. I understand your frustration, but please allow me to say that with an active bonus, real money and bonus money is one package. It is one bundle, from which real money funds are deducted first, and then bonus funds, but they’re being played at the same time. You have accepted the bonus and placed your deposit. As soon as it was activated in your account, it became "one" money. In other words, if you triggered a bonus and, until you finish wagering requirements, bonus rules apply and need to be followed. I have checked the bonus terms and conditions, and this is what I found:

"Bonus funds are valid for all slots (and scratch cards) by Betsoft, Booming, Booongo, Wazdan and GS. 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."

"The following games are not eligible to play with the bonus and do not count towards wagering requirements: Blackjack in all forms, Roulette in all forms, and Poker in all forms."

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please, if there is anything else I could do for you, do not hesitate to contact me. Otherwise, I will be forced to reject this complaint. 

Best regards,

Petronela

Hi thank you for replying .. At this point I would like the amount including the bonus to be returned to me to continue unlocking the wagering requirements. Seen and considered that I played very little on the American poker game. That they took away the amount played and won. But it seems to me genuinely absurd to cancel everything and return only the money recharged.

Salve la ringrazio per avermi risposto.. A questo punto vorrei che mi ritornasse l importo compreso di bonus per continuare a sbloccare i requisiti di scommessa. Visto e considerato che ho giocato pochissimo sul gioco American poker. Che mi togliessero l importo giocato e vinto. Ma mi sembra sinceramente assurdo cancellare tutto e restituire solo i soldi ricaricati. 

Dear Fernando,

I contacted the casino asking for their standpoint. Hopefully, we will receive a response soon.

Thank you very much.

La ringrazio infinitamente. 

I await your reply thanks again.

Attendero una vostra risposta grazie ancora. 

We would like to ask the OrientEpress Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Can you give me a phone number to contact them directly? Possible that nn there is a number to be able to call ??

Potete darmi un numero telefonico per poterli contattare io direttamente? Possibile che nn ci sia un numero per poter chiamare?? 

Dear Fernando

We appreciate you bringing this matter to our attention. 

Please be advised that the bonus terms and conditions clearly states "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."

Further, if the casino does not removed the winnings from your balance and you've continued to play, it will distort your gameplay and and any additional winnings will be deemed irregular.  This is the reason why we return the deposit involved back to the balance so the player can start a fresh and new game play.

If you have further questions, please do not hesitate to contact us.

Kind regards

OrientXpress Casino

Dear Fernando,

After gathering all the information, we are forced to reject your complaint as unjustified. Sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please understand that breaching the bonus terms led to confiscating the bonus winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case. Please, if there is anything else, we could do for you, do not hesitate to contact us. 

@OrientXpress Casino, thank you very much for your response and cooperation.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.