Ocean Breeze Casino - A retirada do jogador foi adiada.

Hello, I don't know if it makes sense to complain. But I always deposited 20 euros with a bonus at the ocean breeze casino and have now won 5000 euros. I want to have the payout and only hear that the process takes 7 to 21 days or even longer. I received the payment on September 17th. Applied for, I am worried now because I have heard so much bad news about the casino that I am unsure whether they will pay anything at all

Hallo weiss nicht ob es schon Sinn macht sich zu beschwere.. Aber habe beim ocean breeze Casino immer 20 Euro mit Bonus eingezahlt und habe jetzt mal 5000 Euro gewonnen. Will mir die Auszahlen lassen und höre immer nur das der Prozess 7 bis 21 tage dauert oder auch länger. Die Auszahlung habe ich am 17.09. Beantragt bin jetzt aber beunruhigt weil ich soviel schlechtes gehört habe über das Casino das ich verunsichert bin ob sie überhaupt was auszahlen

Dear Sabsta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Good day .

Thanks for your answer so far I have not received any money and so far the status is still pending

Guten Tag .

Danke für Ihre Antwort bis jetzt habe ich noch kein Geld erhalten und bis jetzt ist der Status immer noch wartend

Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?

Have you tried discussing this problem with the casino directly? 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 for your email, Sabsta. Would you be so kind and please answer my previous questions? All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello Kristina

My account has been successfully funded and this is my first payout

Hallo Kristina

Mein Konto ist erfolgreich vertifieziert und das ist meine erste Auszahlung

Thank you very much Sabsta for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Sabsta,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Ocean Breeze Casino to the conversation to participate in the resolution of this complaint.

Many thanks

Danke vielmals

Hello,

The player received a confirmation email when he requested a withdrawal on the 17th of August, there he can clearly see the info on the waiting period for withdrawals.

Have a nice day.

Kind regards,

Alex

Customer Support Team

Thank you Ocean Breeze Casino for your reply.

Dear Sabsta,

Since the confirmation of your withdrawal came on the 17th of August, it means it's been 14 business days. I will set the timer to 7 more days (shouldn't take longer than 21 days). If you don't receive your withdrawal by then, we will turn to the casino once more.

Hello today it has been 3 weeks and I have not yet received a payment or message from the casino. And on request I only get the Antwirt that it is being processed

Hallo heute ist es 3 Wochen her und ich habe noch keine Zahlung oder Nachricht vom Casino erhalten. Und auf Nachfrage erhalte ich nur die Antwirt das es in Bearbeitung ist

Thank you Sabsta for the info.

Dear Ocean Breeze Casino team,

Could you please update us on the current status of the player's withdrawal?

Hi Peter, I received an email today that the casino canceled my withdrawal because I have to re-verify my account because you changed your system. I did that promptly and had to apply for the payment so far and should now wait another 21 days. Greetings Sabine

Hallo Peter ich habe heute eine Email erhalten das das Casino meine Auszahlung storniert hat weil ich mein Konto erneut verifizieren muß weil Sie Ihr System geändert haben. Das habe ich promt getan und und musste die Auszahlung soweit beantragen und soll jetzt wieder 21 Tage warten. Gruß Sabine

Hi Sabsta,

Thank you for the update. I can only imagine how frustrating this must be. I hope the casino can speed up the process since you've been already waiting for a month. I will set the timer to 21 days.

Hello so far I haven't received any payment from the casino I'm still waiting

Hallo bis jetzt habe ich keine Zahlung erhalten vom casino ich warte immer noch

Hi Sabsta,

Has there been any news?

Hello no when I write to you I always get the answer that the status is waiting and the 21 days have not yet passed.

Hallo nein wenn ich Sie anschreibe bekomm ich immer die Antwort das der Status Wartend ist und die 21 Tage noch nicht um sind.

Thank you Sabsta.

Dear Ocean Breeze Casino,

How long will it take for the player to receive his payment?

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Peter I have decided to pay out

To cancel because I have been waiting 2 months for the money and will never receive it because I don't know what to do to receive it. I only get the answer I have to be patient because you have so much to do, the status is still waiting and I don't want to wait until retirement.

Hallo Peter ich habe mich entschlossen die Auszahlung

Zu stornieren da ich jetzt 2 monate auf das Geld warte und es nie erhalten werde da ich nicht wüsste was ich machen soll um es zu erhalten. Bekomme immer nur die Antwort ich muss Geduld haben weil sie so viel zu tun haben ist der Status immer noch wartend.und bis zur Pensionierung wollt ich nicht warten.

I wanted to cancel the payment, but you don't even have to do that. I will probably have to put up with the fact that I will never see this money again

Ich wollte die Auszahlung ja stornieren lassen aber selbst das machen sie nicht werd mich wohl damit abfinden müssen das ich dieses geld nie mehr wieder sehe

Hi Sabsta,

It seems that the casino won't be replying anymore. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter