OrientXpress Casino - Os ganhos do jogador foram cancelados.

The money is not paid out to me because I allegedly played irregularly. Who reads the T&Cs before playing?

Mir wird das Geld nicht ausbezahlt weil ich angeblich unregelmäßig gespielt habe. Wer liest sich vor dem Spielen die AGB durch?

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

Hi

The profit was accumulated without a bonus. My last deposit was €50

Hallo

Der Gewinn wurde ohne Bonus angesammelt. Meine letzte einzahlung war 50€

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.

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.

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

Ich habe gerade erfahren das casino orient express mir den Betrag auszahlt, Die Summe beträgt 550€ nicht 850€. War mein Fehler. Damit ist es für mich erledigt. Vielen Dank

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