The player from Germany requested a withdrawal almost two months ago, unfortunately, it has not been received yet. As there has been no response from the casino after repeated attempts to contact them, this complaint was closed as unresolved. We later heard from the player that they had received their payment and so the status of the complaint was changed to 'resolved'.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Amount: €400
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
I have often deposited 20 euros to play, also got a bonus Vipreload 500% to 20,000% Wager: x 35, when 20 euros paid in got 120 euros to play then had to play over 3000 euros to zero. What I also succeeded in was a win of 400 euros and wanted to have the money paid out, that was on 08/15/2021. I also took advantage of this bonus again and won 300 euros again, which I cannot withdraw because the old payment is still pending. I often contacted me via chat, e-mail and always got the same answer.
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2 years ago
Dear rallety,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Yes, as I said, I wrote to you several times via chat, e-mail and got this answer back.
"We really apologize for the delay. Sometimes the withdrawal process takes a little longer or less than 21 working days, depending on the current withdrawal volume and the banking process. An entire withdrawal process must be followed and certain steps cannot be skipped. As such, it takes time to review every game and account history and compare them to our Terms and Conditions page to make sure they were followed from the start. And then there is the banking process, which unfortunately we cannot speed up.
Thanks for your help
Greeting ralle
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2 years ago
Thank you very much, rallety, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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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2 years ago
Hello rallety,
I have reviewed 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
Thank you, Ocean Breeze Casino wrote to you several times, but unfortunately I don't get an answer
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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 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’.
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2 years ago
Dear rallety,
I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done if the casino will not cooperate. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.
Best regards,
Adam
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