The player from Germany had been waiting for his winnings for more than a month before submittinng the complaint. The casino later informed us the player's winnings had been voided due to a breach of Terms and Conditions. The casino representative did not specify the rule that had been breached, nor did they provide any relevant evidence. The complaint was, therefore, closed as 'unresolved'.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Black points: 475
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
Insufficient evidence from casino
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, made a withdrawal of € 1000 at Ocean Breeze Casino on 07/20/2021. The payout has been in process since then. I wrote to the support several times and was always put off it takes time because they had so many inquiries ... First it was 20 days, then 20 working days and now it is said they simply had too many requests for payouts and I had to wait ...
Automatic translation:
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3 years ago
Dear markusbiermann1984,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?
Additionally, please forward all the relevant communication between you and the casino 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. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
It is my first payout and I successfully passed the KYC verification.
Greetings Markus
Automatic translation:
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3 years ago
Thank you very much markusbiermann1984 for your reply. I will now transfer your complaint to my colleague Andrej 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
Dear Markus,
I’m sorry to hear that your withdrawal has been delayed. I’ll contact the casino and try my best to resolve the issue.
I would like to invite Ocean Breeze Casino to join this thread and participate in the resolution of Markus’ complaint.
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3 years ago
We would like to ask Ocean Breeze Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
I would like to have proven that, I do not know where I should have violated any conditions. Casino has now also blocked my account, can't even log me in. For me just a big scam site advise everyone to deposit just one cent!
Automatic translation:
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3 years ago
Thank you, Ocean Breeze Casino team, for the reply. Can you please specify the rule that was breached? You can forward the relevant proofs to my e-mail andrej.p@casino.guru.
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3 years ago
We would like to ask Ocean Breeze Casino to reply in this complaint thread and/or provide the requested information. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Dear Markus,
I apologize, but since we haven’t received any further information from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.
The casino can reopen this complaint anytime.
