Ocean Breeze Casino - Вилучення гравця затримано.

Good afternoon,

I’m getting worried about my payment. There are more complaints about the withdrawals from this casino, and my withdrawal date is now more than 3 weeks ago. Can you please help me out? The date that I requested the withdrawal was the 1st of March 2021.

Best regards,

Paul from the Netherlands

Dear Paul,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronella,

Thanks for your quick reply! I have chosen the bank transfer as payment method, and this one should already be known by the casino, which makes it more strange to me that it takes so long. It’s related to my account only, because reply’s from the customer service of their casino say I should wait longer. The KYC verification is indeed completed a long time ago.

Best regards,

Paul

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

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Maybe he can explain to us where is the problem and why there is a delay in withdrawal.

Hi Matej,

Thanks a lot, that’s much appreciated.

Maybe they have a good reason ofcourse, getting in touch is always good

Let’s hope for an honest and quick response

Best regards,

Paul

Hi Matej,

Today they redirected me to their email team because somebody of the chat said they didn’t know why the delay is there. Today is the last legal day of processing the payment, because it is the last day of their maximum days ( 21 working days ) to process the pending withdrawal. Just to be clear, it’s not a banking problem, it just the casino not keeping op with the rules from their own website!

Best regards,

Paul

Dear Paul, 

I understand that it is frustrating for you to wait, but there might be a reason why the casino didn't pay your winnings. 

Let's wait on the response from the casino representative.

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’.

Hi Matej,

I was in contact as well with the casino and they tried to let me verify my account again through email. But my account is already verified, and after that I asked them why they didn’t contact their finance department again. I already had a successful withdrawal, so all very strange and not acceptable. After that they said they will contact their finance department. But I’m very worried about the way they threat me.

Best regards,

Paul

Hi Matej,

Please note it’s been resolved now!

I’m very happy, thanks for helping

Best regards,

Paul

That's great news, Paul. 

I am closing the complaint now.

Thank you for using the Casino Guru complaint resolution center.