Ocean Drive Casino - Player’s withdrawals have been delayed.

Have made 4 withdrawals (9th June, 10th June, 11th June and 13th June) - all say they have been processed and sent in the cashier page. They advertise 7 business days to receive money, but I have not received anything.

Dear Alikenwo,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise if it has been your first withdrawal request in this casino? Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. Assuming that you have completed the KYC verification successfully and had your withdrawal approved and processed, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawals. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hey there,

No this is not my first withdraw - if you recall I had to raise a complaint a few months ago with my first withdraw as they said the monies had been sent, and then I find out weeks later that it had not been sent at all.

I received this today from them -

OceanDrive Jun 23, 19:39

Dear Alistair,

​

​I just received the answer from finance team and the money has been returned to us,

​because you typed the IBAN on wrong way, like this:

​ GB87 BUKB XXXX XXXX 7385 30

​ The money will be returned to you account

​within 24 hours. You need to initiate a new withdrawal.

​Please do not use any spaces between the letters and numbers.

​

​Warm Regards

​Anthony

​OceanDrive Casino

Now - I find this ridiculous as the details supplied are exactly the same as the previous withdraw (have auto fill on the fields), and now they are saying this????

I will of course initiate another withdraw (the funds are still not back in the account), and we shall see what occurs this time, though I find this all very suspect. As soon as the funds ever arrive i will be closing this account as I have no trust in this casino whatsoever.

Alistair

Thank you very much Alikenwo for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alikenwo,

I am very sorry to hear about your problem.

I would like to invite Ocean Drive Casino to join this conversation and give us an explanation of why the player's withdrawal has been delayed.

Dear Alikenwo,

Yes you are right, we made a mistake as we have not informed players

correctly about the changes how the withdrawal form should be filled,

but you also had several withdrawals in the past and I'm sure you received all of them.

We will compensate you for the inconveniences.

The money is on the way to you or you may already received it.

Sorry one again.

OceanDrive Casino manager

Well, as of today the 4th July, I still have not received the funds (although the resend was supposed to have happened last weekend).

I live in hope.

Dear Alikenwo,

please allow it a few more days as withdrawal can take longer based on your payment method. Just let us know once you receive your withdrawal so we can hopefully close this complaint.

Today I received 586.22 (I am guessing this is the 600?) - but will contact Oceandrive to see why the full amount has not been sent.

Thanks for your help guys.

Stay Safe

alistair

You are most welcome.

There might be some international bank fees or the casino might charge a 2% fee. (I checked their withdrawal policy) Hopefully, the casino can give you the exact explanation. If you agree I would close this complaint as resolved.

yes - thank you

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.