The player from Germany is struggling to withdraw his winnings. He requested a withdrawal more than 2 weeks ago and it’s been pending since. The issue was successfully resolved. The player received his funds.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Amount: €2,450
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made a withdrawal of € 2,450 over 2 weeks ago. The status is still being processed today. About 4 weeks ago I made a payment of 4000 € which came after a par days. Withdraw via Bitcoin. I did not play with a bonus which meant that some wagering requirements were not met. When asked several times, there is always only one standard answer I should be patient. As of today, I have not received an answer to my email request. Otherwise an answer always came very quickly (15 minutes).
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3 years ago
Dear Andreas,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina first of all thank you very much.
yes i made a successful withdrawal. I did and passed the KYC. I made the payment on November 2nd, 2020 and the status has been in process since then. The first payout was 5 days. I only get the following standard answer to all inquiries:
Hi Andreas,
Your request for a withdrawal has the status "waiting". The "Waiting" status means that another relevant department will initiate it after reviewing your gaming, financial and account history. This can take several business days depending on the amount and volume my colleagues need to review as all withdrawals are currently undergoing a thorough review. (After issuance, it may take another 7 to 21 days for bank transfers to arrive).
Please rest assured that the entire team is always doing its best to process every request as quickly as possible.
Thank you for contacting us.
Sincerely yours,
Oki
Ocean Breeze Casino customer service
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3 years ago
Thank you very much Andreas for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Translation
Many thanks.
Unfortunately still nothing has changed. The payout has been in process since November 2nd, 2020 ...
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3 years ago
Hi Andreas,
I looked at your case and understand the situation. I will contact the casino and see if I can help.
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3 years ago
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Many thanks,
The payout is still in progress.
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3 years ago
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I almost thought that Oceanbreeze would not comment on it! 3.5 weeks have now passed and I didn't get my money.
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3 years ago
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Money came today .. It took 4 weeks !!!! Many thanks
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3 years ago
We have just completed his withdrawal. Also he was informed about it early in the morning.
Stay safe guys!
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3 years ago
Thank you both for the replies.
Dear Andreas,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter M
