The player from Germany had been waiting for a withdrawal to be processed for 1 month 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 more than 2 weeks after the casino was notified about the player's complaint.
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Black points: 101
Amount: €1,250
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
Hello I have to complain about the Ocean Breeze Casino. I have been waiting 1 month for my payment of € 1250. The employees in the chat constantly write that it can take 7-21 days, these are unfortunately already over. So far nothing has been done. My withdrawal is still in process. Could you please give me additional help?
Automatic translation:
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2 years ago
Dear Phil1698,
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 one 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
The account says is being processed. The problem is that it's been there for 1 month. The support always only replies with "it can take 7 to 21 days" they are unfortunately also over. I have already read here that it has already been with a few people here, so I'll get in touch with you here.
Automatic translation:
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2 years ago
Thank you very much, Phil1698, 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 on trying.
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2 years ago
Hello Phil1698,
I am sorry to hear about your negative experience. 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 fully 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
Dear Phil1698,
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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