Ocean Breeze Casino - Player’s struggling to complete the account verification.

Hi, i made a deposit and met the wagering requirements and wanted to withdraw £280 they asked me for id, so i sent in a selfie with my id holding it. some bills birth certificate along with proof of deposit card details sent around 8 diffrent pieces. Now i dont drive so have no licence and my passport is expired so they wouldnt except that now they are refusing to pay out as i have no photo id. they have stopped replying to me ive sent numerous emails no reply, they let you play then do a full id check on you so if you dont have the correct id your stuffed. im not opening a bank account all this id should be enough.

if they are going to be that strict with id they should verify there players before even making a deposit

Dear turks80,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly.

Do I understand it correctly that providing and verifying your picture ID seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi,

Yes as far im aware the only problem is photo id my passport is out of date and they wont accept it.

thanks darren

Hi Darren,

In your very first comment, you have mentioned that you have sent a selfie holding your ID. What kind of ID was it? 

Hi, it was my birth certificate

Darren

Thank you very much, Darren, 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.

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

Petronela K*****

Hi, thanks for your help Darren

We haven't receive any answer from the casino yet. Please note, if you will fail to respond us within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.

Hello, thanks for bringing this issue to our attention.

We investigated the situation and the player failed to provide us with the necessary KYC documents necessary for marking the account as verified and for allowing withdrawals. The player has been informed several times that the KYC process is essential and he was unable to provide any form of valid photo ID. Our Terms and Conditions, to which the player has agreed when signing up when registering the account clearly describe the KYC process and it's importance.

The player's account is locked as per his request and the funds are still available in his balance. As soon as he provides a valid photo ID, he can contact us to have his account reactivated and he can request a withdrawal.

We have been on lockdown for months and still are its not like i can go and get a citizen card

Think i showed enough id

Dont know how you can say bank statement, proof of deposit, proof of card, birth certificate, council tax bill

and a expired passport maybe expired but its still goverment issued and a selfie of me holding id isnt enough

I mean all i wanted to do was win a little money not take out a loan

Dear Turks,

Don't you have any other ID document which would be accepted by the casino? Also I would like to ask the casino if there is any possible way to verify the player if the expired passport is not accepted.

Hi Nick,

I have a medical certificate not sure if thats any good? i have other bank cards, benefit letters

and i have a letter from the housing it basically says how much rent i pay and a catalouge statement

i can also provide a copy of my paypal account and card

thanks darren

I would like to ask the casino to tell us if any of those documents mentioned by the player would be enough to verify him?

We haven't receive any answer from the casino. Extending the timer by 7 more days to give the casino the time to respond.

Unfortunately, we still haven't receive any respond from the casino. I'm really sorry that we could not help you more, but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru