The player from Germany has requested withdrawal more than two weeks ago. It has been pending since. Casino had a large volume of withdrawal requests but the player received his winnings.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Amount: €200
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
Dear Juergen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello. Thank you for your prompt reply. The payout has not yet been approved. It's been 2.5 weeks now. Then I hope you are right and it will be paid off soon. I'm just insecure because many of them had problems with payouts. My account is verified.
regards
Jürgen U ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much, Jürgen, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
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3 years ago
Hello Jürgen,
I looked at your complaint and will do my best to help you. I would like to invite Ocean Breeze Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Hello,
This request is being checked by the relevant department, which is a standard procedure. In general, it should be processed within 7-21 working days from the day of the request. This is a standard procedure for every withdrawal. Unfortunately, we have a large volume of requests, and I'm sure that this payout will be completed as soon as it's possible. Thank you for your patience and understanding.
Best regards,
Miles
Ocean Breeze
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3 years ago
Dear Casino,
I'll set the timer for 29 days which should be 21 working days. Let us know when you'll release the payment.
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3 years ago
Translation
Thank you Viliam.
Today is the 15th working day. Let's see what happens
LG
Jürgen
Automatic translation:
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3 years ago
Translation
Many thanks to the Casino Guru team. My money is in my account !!! Last Friday my withdrawal was accepted and today it was on. The casino even transferred me € 220, although it actually means that you can only transfer 10 times the maximum amount of your last deposit. Thanks again and have a nice day
With best regards
Jürgen
Automatic translation:
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3 years ago
Dear Jürgen,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
