The player from Germany has been waiting for his winnings since September. 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: 102
Amount: €1,000
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
1 year ago
Public
Public
1 year ago
Translation
On 27th September 2022 I requested a withdrawal of 1000 euros from Ocean Breeze Casino but as of today 25th November 2022 this withdrawal is still being processed.
Many times I contact online chat with the casino service and they just give me the same answer: "We are very sorry for the delay, we will forward your request to the finance department and you will get an answer by e-mail very soon. Mail received." , but I haven't received a reply yet.
Automatic translation:
Public
Public
1 year ago
Dear Krasio84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Dear Mrs. Kristina,
I have many successful withdrawals but from other casinos.
This is my first withdrawal request from Ocean Breeze Casino but before that I made several deposits.
I successfully passed the KYC verification, I will attach a screenshot with account details.
My last deposit at Ocean Breeze Casino is 50 euros, I got a 280% bonus, that's a total of 190 euros.
I played the slots games, I wagered 50x the bonus amount as is the rule.
Then the counter that shows how much money I still have to wager to make a withdrawal was gone, and only then did I request a withdrawal of 1000 euros.
I have written about this withdrawal many times using Ocean Breeze Casino's services, but I have not saved what I wrote using them.
From now on, whenever I correspond with Ocean Breeze Casino Services, I will forward the communications to your email address.
Thank you for your attention
Kind regards
Krasimir K***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear Krasio84,
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 in 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 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 to resolve 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.
