Ag Awards

Grand Reef casino - locked account

Complaint Info
Disputed casino Grand Reef Casino
Reason Delayed payment
Posted on May 16, 2014

hello, just wanted to let fellow Canadians and everyone else know that Grand Reef Casino proves to be extreemly difficult if you win anything, oh they have no trouble taking your $$ with only a credit card number, but when you win watch out. I opened an account and won $7000.00 on Keno. the next day my account was "locked for security reasons" and to contact customer support, i called several times and continued try and get my account un-locked, they required photo id, credit card, and a signed form that took me a full day to finally get, now they say all my information is being reviewed??

I just want to play there and can't, now i can't access my winnings or anything....i can't imagine what cashing out will be like??...if i ever get access again

any help would be great

Posted on August 27, 2012

Grand Reef Casino would like to apologize for the lack of response regarding this customer complaint. This particular complaint was not forwarded onto our Customer Service Manager and, as such, was unable to confirm that this case had been successullt handled.

We have investigated this complaint as effectively as possible, given the time delays and lack of player-specific information, and are confident in concluding that this issue was properly and satisfactorily resolved at the time. If the player in question does not agree, we welcome their feedback and will endeavor to ensure that customer satisfaction is achieved.

Posted on August 31, 2012

 Any updates here?

Posted on September 8, 2012

 Dear @nebiconezer,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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