The player from Germany had been waiting for a withdrawal to be processed for almost 5 weeks before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no any progress even two weeks after the casino was notified about the player's complaint.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Black points: 52
Amount: €489.05
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
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I have been waiting for my requested payment of € 489.05 since October 19, 2021 at 1:15 p.m. According to the casino, it says that a withdrawal will be processed within 1-2 days. Unfortunately this is not the case. After I wrote to the casino via support it said "The finance department needs 7-21 working days to check the payout." After writing to the casino support several times, the same answer always comes from the casino. I am beginning to have a very strong doubt that this casino does not want to withdraw. I ask you Casino Guru to help me. I felt all of the requests from Ocean Casino Breeze. Even before I paid out, I completed the KFC verification process before I even requested a payout.
Automatic translation:
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2 years ago
Dear Ronnie,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is 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
Hello Petronela,
Thank you for opening the complaint.
Yes, unfortunately I am still waiting for my payment of € 489.05 since October 19, 2021 at 1:15 p.m. The payout is still "in progress". Even after multiple contact with support, I am only put off with "please be patient" or "I'll send a reminder to the finance department just in case." or "Sorry for the delay, but we are still under review".
I am not aware of any problems with the account or casino system.
KYC verification was approved and completed before I requested a withdrawal.
Unfortunately, I see it the same way as you do, with a few days or weeks, with a payout, but no payout was made from October 19, 21 until today, November 23, 2021. According to my calculation, this is 25 working days (35 days) more than what the casino says. (7-21 working days)
I hope Ocean Breeze Casino will comment on that too.
Kind regards,
Ronnie
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2 years ago
Thank you very much, Ronnie, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav who will be at your assistance. However, I would like to warn you that it seems to be a common practice from Ocean Breeze Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep trying.
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2 years ago
Translation
Thanks very much.
I thought so. I still find it shocking because ocean breeze has several sister casinos such as Mrsloty, MGA Casino ect.
At Mrsloty, the payout also took 21 working days, but at least the payout came then. And I didn't have such problems with Mirsloty as I did with Ocean Breeze. Shocking and sad at the same time what they do.
Kind regards,
Ronnie
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2 years ago
Hello Ronnie,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Ocean Breeze Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Ocean Breeze Casino, could you please state the reason why the player's withdrawal has not yet been processed and when can he expect the payment?
Thank you in advance for providing the information.
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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, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Translation
Good evening,
I would like to thank Branislav & Petronela for their attempt, unfortunately there is no point with Ocean Breeze Casino, as they prefer to remain silent instead of cooperating.
I have been waiting for my payment of € 489.05 since October 19, 2021, 1:15 p.m. It has now been 50 days. Shame on Ocean Breeze Casino! You should be ashamed of yourselves you bandits! I hope karma will give you back what you did to us!
It's by far the most ridiculous casino I've ever seen here! As soon as you write to the support (certainly a bot support) the same answers come again and again - after "24-48 hours", the answers come "7-21 working days", then the answer "This is still being checked by our management, me please be patient. "
!!! *** Also here I would like to warn every single player about this cheat casino association! Keep your fingers off, because you will never see your winnings! Also stay away from the casino sisters who look the same. *** !!!
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2 years ago
Dear Ronnie,
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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