Ag Awards

Grand Reef Casino doesn't pay

Complaint Info
Disputed casino Grand Reef Casino
Reason Delayed payment
Amount 480
Posted on August 26, 2014

I have registered at Gran Reef casino and i have won something like 700. I have requested a cashout of 480 on 18 november. After 2 weeks they still send me emails where they claim i will receive my winnings soon. I ask what they mean by soon and they answer that they don't know the exact time.

here is the chat with Allana, from chat support:

EER87214952: Hello

Alana: Hi Richard, welcome to casino support:)

Alana: How may I help?

EER87214952: Hello

EER87214952: I have requested a cashout 2 weeks ago and i didn't received the money yet.

EER87214952: When will you process my cashout?

Alana: one moment

EER87214952: Are you still checking, Allana?

Alana: Richard, your withdarwal is currently with finance team and it's reflecting to be in the final processing stages which means that it should be sent to you very soon

EER87214952: What do you mean by very soon?

Alana: As soon as the withdrawal is processed you will receive an email confirmation

EER87214952: When?

Alana: I could not advise the exact time or date. What I would suggest is to check you email as finance will notify you once it is sent to you

EER87214952: You claim that i will receive my winning in 3/4 days. After 15 days still nothing.

EER87214952: I will complain about this issue.

Posted on August 30, 2014

This complaint will be rejected due the inactivate of the player. We got an information from the casino that documents were requested from this player on the 26/3/2014 - to date he has not sent in his documents and the funds are in his casino account balance.

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