The player from Germany had been waiting for a withdrawal to be processed for more than 5 weeks before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no any progress even two weeks after the casino was notified about the player's complaint.
Ocean Breeze Casino - Player’s struggling to withdraw winnings.
Black points: 86
Amount: €1,000
Ocean Breeze Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Won 1000.00 euros on November 1st, 2021. I met the EUR 10,000 wagering requirement and never exceeded the EUR 4 bet limit. The processing time of 21 working days is long gone, but the withdrawal is not being processed. When it comes to support, the answer is always the same: patience and we have a lot to do.
now after 44 days, my patience has run out and I need your professional help.
Automatic translation:
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2 years ago
Dear Marianne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?
Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
My account at Ocean Breeze Casino is fully verified. I haven't received any payouts yet; this would be the very first payout. There was no relevant communication, although I asked very often by email and in the live chat. I am always held up with automatic texts like, "We have a lot to do, please be patient"
Automatic translation:
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2 years ago
Thank you very much, Marianne, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav who will be at your assistance. However, I would like to warn you that it seems to be a common practice from Ocean Breeze Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep trying.
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2 years ago
Hello Marianne,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Ocean Breeze Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Ocean Breeze Casino and team, could you please state the reason why the player's withdrawal has not yet been processed and when can she expect the payment?
Thank you in advance for providing the information.
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2 years ago
We would like to ask Ocean Breeze Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Dear Marianne,
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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