The player from Germany has been waiting for his withdrawal for a month. The issue was resolved, the player got eventually paid.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Amount: €220
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
2 years ago
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2 years ago
Translation
Hello,
I had 220 euros paid out here on April 11th, 2021.
The status has been accepted since May 6th, 2021.
No.TypeDateAmount (€) StatusReasonAccount balance58xxxxx6Payment (bank transfer) 2021-05-06 15: 14-220AcceptedSet by LG236.11
The verification was already carried out successfully in April, this was confirmed to me by email on April 12th, 2021.
Email: " Hello,
Thank you for sending us the documents for review.
Your account is now verified.
Wish you the best of luck with our games!
With best regards,
Ocean Breeze Casino Customer Service "
April 12, 2021 at 11:10 pm
Today I wrote to Oceanbreeze, because 6 days have passed after the payment was accepted and I received an email that doesn't make any sense to me.
Email May 12th, 2021 at 5:36 pm:
" Hello,
According to our system, your payout has gone through the first phase of the process and the first phase is complete. This means that your game transaction history has been verified and accepted. Therefore, your withdrawal has the green light to continue the further verification process. You will be informed as soon as it is processed.
With best regards,
Ocean Breeze Casino Customer Service "
How many verification processes does the casino want to go through after 31 days when the withdrawal was requested?
I hope the Casino Guru gets an explanation there, why the processes are so complex and handled over and over again to the detriment of the players.
Other casinos have already paid me money into my account via Trustly within 20 minutes. And this casino fails to cash out after 31 days? Incredible !!
Thanks in advance for the effort
Automatic translation:
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2 years ago
Dear francodn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you advise if you have accumulated your winnings with or without an active bonus?
Have you ever made a successful withdrawal before?
If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
Thanks for the answer,
it was a game with bonus credits. According to the support, this was successfully implemented (see 1st post " This means that your game transaction history has been checked and accepted")
Have never made a withdrawal there.
As of today, May 13th, 2021:
" No. Type Date Amount (€) Status Reason
581xxx76 Payout (bank transfer) 2021-05-13 12:33 -220 Completed Set by Provider "
I have no idea what this means, because the support wrote that they would contact me when the payment was made.
I have not received any money, nor have I received an email.
many greetings stay healthy
Automatic translation:
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2 years ago
Thank you very much Francodn 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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2 years ago
Hi Francodn,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Ocean Breeze Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hello,
The complaint can be closed. 33 days after the withdrawal request, the casino finally paid, but it is not for nothing that this casino has this reputation with you.
Thank you for your efforts.
Stay healthy and best regards
Automatic translation:
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2 years ago
Hello Francodn,
I'm glad to hear that you finally received your funds. 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.
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