The player from Germany had been waiting for a withdrawal to be processed for more than 2 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 3 weeks after the casino was notified about the player's complaint.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Black points: 104
Amount: €1,300
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
I requested a payout on December 12th. In the casino chat it is always said is in progress and we hope that you will get your money soon. What kind of statement is that. You have to hope now that you get your money. Had the same problems with the payment in August. It took just under 1 month. In any other casino, the money will be there in 3 to 7 days.
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2 years ago
Dear Dabist66,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings you have opted for? Was it the same payment method as previously?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
As a payment source bank transfer as in September. After my complaint they responded. I always use the live chat.
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2 years ago
Thank you very much, Dabist66, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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
Hello Dabist66,
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 team, 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
Translation
The whole process can take approximately 7-21 working days as you received in your confirmation email.
Your withdrawal request is pending, it is being checked by our technical department.
We are not yet able to provide time frames or other details at this point in time.
Please be patient.
Heiko
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2 years ago
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This time has passed just like the last payout. A very bad casino. Will hire a lawyer again to get my money. Public negative review will follow
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2 years ago
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There are always ready-made texts and not an honest answer.
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2 years ago
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Communication in the chat no longer takes place and the customer waits in vain for an answer.
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2 years ago
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The fact that representatives have not contacted us for 6 days says everything about the level of the casino
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2 years ago
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Hello, I've been waiting for my payment for 4 weeks. And don't say it again, it will take 7 to 21 days, because these are already over.
Heiko K **** Hello, I've been waiting for my payment for 4 weeks. And don't say it again, it will take 7 to 21 days, because these are already over.
9:11:50 PM KateHello and welcome to our live chat session! Let me take a quick look at your account and I'll be right back. Many Thanks.
9:12:20 PM I can see that your withdrawal is still being processed. I hope it will be ready soon.
9:15:36 PM Heiko K **** It's bad to have to hope that you get your money. And that after 4 weeks
9:17:08 PM That's very unbelievable.
9:17:32 PMKateSometimes the withdrawal process can take a little longer, but we apologize for the delay.
9:18:24 PM Heiko K **** That always takes a long time for you, that's a very bad image
9:19:29 PM Kate, we hope it will be worked on soon.
9:22:16 PM is there anything else I can help you with?
9:22:33 PM Heiko K **** No the service is bad enough.
9:23:17 PM Kate, if that were all, have a nice evening!
9:23:33 PM
This is what a normal conversation always looks like when the customer wants his profit.
Edited by a Casino Guru admin
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2 years ago
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Unfortunately, no one hears anything from you either.
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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 10 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
Dear Dabist66,
I am sorry for my delayed reply.
As it was told before, 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. We will try to contact the casino again and in other ways, too.
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2 years ago
Translation
Welcome to our live chat!
I'm checking your account, just a moment.
Thanks very much.
6:07:22 PM After checking your account, I can see that your withdrawal is still being processed.
We have had a large number of withdrawals lately and when combined with low staff availability this resulted in payment delays, but the situation is stable now and you can expect your money soon.
This is not the experience we want for our customers. Please accept my deepest apologies.
I am very sorry for the delay, rest assured that we will resolve this as soon as possible.
We still have to ask for your patience, your payout is being processed and will be finalized shortly.
Always the same excuses.
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2 years ago
Dear Dabist66,
Since we have not 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 will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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