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I made deposits (no bonus) I won 5000 euros (jackpot) plus 1000 euros to another slot (total 6000 euros) I made a lot of withdrawal requests but they only accept 1000 euros. The last request I made on April 4, for 2000 euros, and today they accepted me only 500 euros. I state that the payout dates back to almost 2 months ago and I still have to collect 2500 euros.

Ho fatto dei depositi (senza bonus) ho vinto 5000 euro (jackpot) più 1000 euro ad un'altra slot (totale 6000 euro) Ho fatto molte richieste di prelievo ma mi accettano solo 1000 euro. L'ultima richiesta l'ho fatta il 4 aprile, di 2000 euro , ed oggi mi hanno accettato solo 500 euro. Premetto che la vincita risale a quasi 2 mesi fa e ancora devo incassare 2500 euro.

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have received partial withdrawal already?

Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime cumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru.

Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

Dear Petronela

Before the win I made a series of deposits, all without bonuses.

I received part of the winnings in various stages but my withdrawals were never fully accepted. For example, out of a request for 5000, only 1000 were accepted. I send all documentation by email.

Thank you

Ps: I want to clarify that a customer service agent told me that to have my money I have to keep making deposits. Well, I don't think it makes sense to make deposits and then pay myself the winnings. Also because if I win then there is the risk that they will not give them to me. I don't think it is very professional for a casino to tell a player to keep depositing and staying active otherwise you risk losing your funds. I also have emails that testify to these claims. If you want, I can forward these too

Cara Petronela

Prima della vincita ho fatto una serie di depositi, tutti senza bonus.

Ho ricevuto parte della vincita in varie fasi ma i miei prelievi non sono mai stati accettati per interi. Per esempio, su una richiesta di 5000 mi sono stati accettati solo 1000. Invio tutta documentazione tramite email.

Grazie

P.s: ci tengo a precisare che un addetto all'assistenza clientela mi ha detto che per avere i miei soldi devo continuare a fare depositi. Ebbene, non penso abbia senso fare depositi e pagarmi quindi io stessa la vincita. Anche perché se dovessi vincere poi c'è il rischio che non me li diano. Non penso sia molto professionale per un casinò dire ad un giocatore di continuare a depositare e rimanere attivi altrimenti si rischia di perdere i fondi. Ho anche le email che testimoniano queste affermazioni. Se vuole le inoltro anche queste

Thank you very much, Maria, for forwarding all the relevant screenshots of your casino cashier history. Could you please confirm the following?

Cumulative lifetime deposits (26/2/2021 – 23/04.2021)  = £1,140

Processed and successfully received payouts:

-         18/03/2021        £1,000

-         29/03/2021        £1,000

-         07/04/2021        £1,000

-         25/04/2021        £500

Funds still being held by the casino £2,500 (out from the £6,000 originally requested).

Thank you very much in advance for your reply.

Thanks to you Petronela for the answer

Yes, that's all right. Yesterday I made the withdrawal request for 2000 Euros and another 500 Euros are in the gaming account.

Grazie a te Petronela per la risposta

Si, è tutto esatto. Ieri ho fatto la richiesta di prelievo di 2000 Euro ed altri 500 euro sono sul conto di gioco.

Thank you very much, Maria, for the update. Please keep me informed. I will be waiting patiently for more good news.

Dear Petronela, I think it will take weeks, unfortunately.

I'll update you as soon as I know something

Cara Petronela, mi sa che ci vorranno settimane, purtroppo.

Ti aggiorno appena so qualcosa

I wish I could be of more help, unfortunately, we are left with no other option just to be patient. Please keep me informed about any developments.

Hi Maria,

Have there been any developments since our last conversation?

Hi Petronela,

Yes, there are news, but not good ones. My withdrawal is still standing and by email they asked me to make deposits to speed up the withdrawal. Obviously I have not made any new deposits so I think the withdrawal will not go through.

Best wishes

Maria

Ciao Petronela,

Si, ci sono novità, ma non buone. Il mio prelievo è ancora fermo e tramite email mi hanno chiesto di fare depositi per velocizzare il prelievo . Ovviamente non ho effettuato nessun nuovo deposito quindi penso che il prelievo non andrà a buon fine.

Cari saluti

Maria

Thank you, Maria, for the update. Could you please confirm that only the last withdrawal of £500, requested on the 25th of April, is pending now? Have you received all the other payments? 

No, there is a request for withdrawal of 2,000 euros pending. Another 500 are in the game account.

No, in sospeso c'è la richiesta di prelievo di 2.000 euro. Altri 500 sono sul conto di gioco.

Thank you very much, Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks for everything Petronela. good job

Grazie per tutto Petronela. Buon lavoro

I would like to ask OrientXpress Casino to join us and help us resolve the player's issue.

Ah, perfect Nick, thank you!

Ah, perfetto Nick, grazie !

Hello,

Please be advised that the withdrawal with the sum of 2,000 Euros has been paid earlier this week.

As a guide, once the casino pays the withdrawals it goes through an intermediary bank(s) and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account. This processing time is out of the casino’s control – these are 3rd party timelines.

We apologize for any inconvenience that this may have caused.

Should you have any further questions or concerns don’t hesitate to contact us. 

Regards, 

OrientXpress Casino 

Dear Maria,

Could you please confirm if the money arrived. If not yet, please let us know if there will be any update regarding the case.

Yes Nick, I confirm. They arrived this morning. Thank you both

Si Nick, confermo. Sono arrivati stamattina. Grazie ad entrambi

Thank you Maria for letting us know that your issue have been resolved. Please do not heistate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru