A player from Spain who has been legally incapacitated was allowed to gamble in the casino. He asked for his account to be closed while still having a balance and has been waiting for a refund for over a year.
Ocean Breeze Casino - Player requests a refund from the casino
Black points: 563
Amount: €4,000
Ocean Breeze Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.2
Ocean Breeze Casino has a Safety Index of 0.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I am registered with the General Directorate of Gaming Regulation and have been legally incapacitated by a judge, yet this website still allowed me to play without any issue.
I requested them to close my account when I still had a balance in it. I've been waiting for a refund for over a year now.
I have a saved conversation as proof of all that I'm saying.
Automatic translation:
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1 year ago
Dear Patry,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue. However, I’d like to emphasize that we received many complaints from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
Could you please advise if the casino's financial department contacted you regarding the refund? Could you please specify what was your withdrawable balance on your casino account at the moment your account was closed?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
Public
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1 year ago
Translation
They never answer emails. In customer service they do not answer either.
I had about €500
Automatic translation:
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1 year ago
Thanks for your reply Patry,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Ocean Breeze Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Ocean Breeze Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
