Ag Awards

Grand Reef Casino - Large withdrawal being paid in installments

Complaint Info
Disputed casino Grand Reef Casino
Reason Delayed payment
Amount $ 9900
vmvr Australia Message
Posted on July 15, 2014

On the 30th of September i won $9900 at grand reef casino. I immediately went and put this amount to be withdrawn from account. As this was the first time i had won such a large amount i read up on the policies on withdrawals for the casino and saw this would be processed within in 4 working days. I received a email on the 1st of October saying thank you for your withdrawal request . I checked my account on the 4th of October and saw that my money was still there. I clicked onto the button where i can live chat with a representative at grand reef. The representative told me that it was being processed but could not give me a time frame. I then emailed the casino asking why the money is still in my account. There reply was that my request was in its final processing stage. i then again checked my account on the 5th of October and yet again the money was still pending. I then rang the free call help line and talked to a representative who said he had marked my account as a priority status. Again checking on Monday the 8th money still pending. I emailed casino stating everything i had done and wanting someone to contact me. A representative called me and said due to banking issue i would have to accept weekly installments of $2000 with the first being put in today. If this is to happen i will have to wait 5 weeks for all of my money. I am not happy with this and emailed the casino to tell them. I had a reply back saying sorry about technical issue and sorry about inconvenience.

I replied saying its not good enough. I won that money and have produced all necessary documents and have a right to my money in full not over 5 weeks.

As you can imagine i have plans for that money now not over 5 weeks.

I am very disappointed and soul appreciate greatly some help to resolve this issue and receive my money promptly not in weekly installments over 5 weeks.

Thank you

vmvr Australia Message
Posted on October 10, 2012

Now, grand reef have deposited $2000 into my selected withdrawal account as part of there payout over 5 weeks which i am understandably NOT satisfied with. However when i check my grand reef casino account they have now put the remaining $7900 back into playing account not in the pending withdrawal!!! I will not be playing that money i have requested to be withdrawn and put into my account. Which is well in my rights and following grand reef casino rules i want that money into my selected account as it has been pending withdrawal since 1st October.

vmvr Australia Message
Posted on October 11, 2012

I have come to an agreement with grand reef casino after talking to pitbull manager John. I would please like to formally withdraw my complaint. Thank you

Posted on October 15, 2012

Based on submitter's last post, AskGamblers Complaints Team considers this complaint as successfully resolved and the case is being officially closed.

We are happy that an agreement has been reached.

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