Ocean Breeze Casino - プレイヤーの撤退は1ヶ月遅れています。

Hello!

I made withdrawal request 16/2/2021 for 867€. I did not use any bonuses or free spins. Soon I received confirmation email saying that bank wire process can take up 7 to 21 business days (that was never confirmed in their terms and conditions). Now it has passed 21 business days and my withdrawal is still pending after a month! I have been in contact with live chat many times but no help received. I have sent many emails too. I have been told to be patient and notification to the financial team has been sent. But no response given to me from financial team. I wonder do this casino even have financial team? Can you help to receive my payment?

Dear Hennah75,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a 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

Thank you very much, Hennah75, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Hennah75,

I looked at your complaint and will do my best to help you. I would like to invite Ocean Breeze Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 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’.

My withdrawal is still pending. It has passed more than 5 weeks. I have been in contact with Ocean Breece casino via live chat and via email but no help from there. This casino just won´t pay! I am so angry and frustrated!

Why these cheating casinos are allowed to operate! What can we do to stop these criminals?

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the Casino:

"Hi,

Please accept our apologies for the delay in processing the withdrawal and getting back to you. The withdrawal has now been approved and has also been paid out. The player should receive the funds within the next couple of days.

Wishing everyone a great day!"

Dear Hennah75,

let me know when you'll receive your winnings, please.

Hello!

I did finally receive my winnings 6/4/2021 So this complaint is solved and it can be closed now. Thank you for your help and collaboration.

Dear Hennah75,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru