OrientXpress Casino: We just don't know

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Gambling Grumbles Report

OrientXpress Casino

We just don't know

by Steve Russo
June 2019

Note: After the below report was posted and we sent a link to the casino, we received the following reply:

Thank you for bringing this matter to our attention. The Complaints Department have investigated the player’s concerns and we would like to share our findings:

We see that the player created his account on the 13th of May 2019, and had plenty of time to familiarize with the terms and conditions of the casino.

We understand that the player has made a complaint regarding the decision made by the Casino and his voided winnings owing to irregular play.

The Casino also expects all potential players to read all the terms and conditions. The player’s winnings were voided for breaking the Bonus Terms and Conditions.

According to the BT&C’s - A maximum bet of €5 applies when playing with bonus balance.

In the player’s case, the deposit and bonus in played are:

- deposit ID 2060767 of 200.00 EUR

- bonus ID 2060781 of 200.00 EUR

According to the player’s game-play, he made 7 over-bets of 10 Euro on the game Sugar Pop - this is the reason why his winnings were voided.

The finance team has returned the non-lost deposit of 200 EUR on his account balance.

In regards to the player’s claim that “the casino changing the betting history” - this statement is unfounded and untrue. It is an industry knowledge that the casino does not host any gaming content on its servers. It merely allows players to interface with contents that are streamed directly from those companies that create, maintain and operate the games. All the companies that provided the player his gaming experience is independently owned and operated. The Casino uses third-party software that is RNG tested and we have no access to the results of the machines or programming.

When Gambling Grumbles writes to a casino about a complaint sent into us, we feel that we owe it to the casino to give it a full week to reply. If it doesn't, we put a "Skull & Crossbones" icon on top of a very negative report.

What we don't know what to do is when a player doesn't get back to us within a reasonable period. In the case of Jaime A of Chile, we were unable to write to OrientXpress Casino about his problem because after three weeks we still don't know his side of the story.

Yes, we understand that he said that OrientXpress debited his account for two bets of 10 Euros each that he says he did not make but we don't know if that means he was only out 10 Euros or if it cost him over 2000 Euros. We also don't know how he could possibly wind up with a total loss of 139 Euros. No casino ever lets you bet more money than you have in your account. Of course, that might be just a misunderstanding on our part, so we decided to post the full exchange of emails between Jaime and Gambling Grumbles and let you decide for yourself. (For clarity, we are putting his emails in boldface type and ours in normal type.)

On 29 May we received the following complaint from Jaime:

I know that the Orient Xpress is cheating on the players and actually I could prove it. The casino claims that I made the bet of 10. However this is simply not possible... I do not have the document proof but I know that on the 16th of May when I completed my play at that casino I gained just 139.1. This is because at the beginning of that day my balance was 2 080.6 and when I finished playing it was 2219.7. Now I checked the gaming history now, and as per it my gain is 129.1. This is where they put two 10 euros bet. I have already had a similar experience with one casino, this is why I notice these things... Anyway, recommend to all to stay away from this casino.

In response, we wrote to him that same day:

Before I can write to the casino, I need you to clarify how much the casino records are saying that they owed you and how much you feel you are actually owed. Is the difference just 10 Euros?

On 30 May, Jaime wrote back, saying:

Sorry, probably I did not put it clearly. The casino confiscated my money because they said I made two bets of 10 Euros. But I know for sure that on the 16th May I completed my play gaining 139.1 EUR This is because at the beginning of that day my balance was 2 080.6 and when I finished playing it was 2219.7. Now I checked the gaming history now, and as per it my gain is 129.1. So 10 EUR less, this is because the casino has created two bets of 10 EUR in my bet history.

We responded almost immediately:

Thank you for your reply . So I have it clear, did they confiscate all of your money, leaving you with only 129.10 Euros instead of 2219.7?

Moreover, let's say that you did make two bets of 10 Eur -- how would that have violated the casino's rules?

Jaime did not answer until 11 June, at which time he told us:

Sorry I must have explained this improperly. At the end of the day on the 15th May I had the balance of 2 080, then on the 16th I had 2 219, this was when I stopped playing this what So, on the 16th I only gained 139, now I checked the same info after the confiscation and I got a different number - 129. This is where the casino has artificially put 2 bets of 10, I only made the 5 EUR bet.... This is just the casino changing the betting history.

The last email we sent to Jaime was also on 11 June, and read:

Let me make certain that I have this completely clear:

1. On 15 May you had a balance of 2010 Euros and stopped playing for the day.

2. On 16 May you played again, won another 139 Euros, bringing your total to 2149 Euros.

3. The next time you went to the site you were told that you have a total LOSS of 129 Euros. All the other money had been confiscated. You were told that you had placed two bets of 10 Euros each but you actually made one bet of 5 Euros.

Is that correct? Also, were you playing with a bonus? If so, was it a violation of the bonus to bet 10 Euros? If not, why do the 10 Euro bets impact your previous winnings?

*****

As I am writing this report, it is 18 June and Jaime still has not responded to that email. We hate to do this, but there is a limit to how much time we can put into a single complaint, especially when we are not making any progress. Therefore, we are closing this case -- not only because we have no solution to Jaime's problem but we still don't know what that problem is.

OrientXpress Casino is licensed in Curacao

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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