The player from Germany has been waiting for her withdrawal since December. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Ocean Breeze Casino - Player’s withdrawal has been delayed.
Black points: 161
Amount: €900
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 have already made multiple deposits with the provider. With the first win, €300 was paid out, no problem until then. Now I had applied for a payout of €900 on December 14th, 2021 and it just didn't happen! The maximum duration that Ocean specifies at 21 days has long since been exceeded. In the customer portal, I'm only ever comforted that this is "in progress".
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2 years ago
Dear Justine,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which payment method to withdraw your winnings have you opted for? Was it the same payment method as previously?
Could you please advise what is the current status of your withdrawal – is it marked as pending or processed?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear Justine,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello Kristina,
sorry for the late reply!
I mainly paid in via Sofortüberweisung and applied for the above amount to be paid out via bank transfer! This is set to "In progress; User Request".
The conversations are all relatively the same and follow the "Holidays are our fault; forwarded to our finance department" scheme.
Is there anything else you need from me?
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2 years ago
Thank you for your reply, justineruml. Could you please advise to the best of your knowledge how long it took for a casino to process your previous withdrawals?
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2 years ago
Translation
Hi there,
So usually 3-7 days. The maximum 21 days that Oceanbreeze states are generally very, very long..!
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2 years ago
Dear justineruml,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as unresolved. This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of Ocean Breeze Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Ocean Breeze Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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