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Grand Reef Casino - No bonus

Complaint Info
Disputed casino Grand Reef Casino
Reason Bonus not given
Posted on August 30, 2014


I signed up to the "grand reef casino" The other day (16/11/2012), I play on many sites normally for poker, I saw this site advertised on T.V so i thought id give it ago, I checked out there website and thought great! A "$25 FREE SIGN UP BONUS" it said "Welcome to Grand Reef Casino! Get started with $25 on us! The moment you have created your real money account, we will automatically issue you with a free bonus of $25! You don't need to deposit a cent, if absolutely free. Once you have received your free sign up bonus, you will then be eligible for our fantastic Welcome Bonus Package – we’re just giving money away!

" SO i signed up as it said on there site for "real money" I thought it would be great the free $25 as i like to see new sites before depositing money, Well theres where it started! I talked to the online support and Know you don't get $25 free, You can only get that if you somehow get a random email out of the blue from some marketing people that has the link to get the bonus, (None of this was said on there page at all) I then rang there 0800 Number, Which the guy told me you could again only get if you were selected out of random, and if your from New zealand or Aus, I Live in Nz i told him, I started questioning how if they don't have my email how am i ever ment to recieve this bonus, I asked how many had evern got this "Free Bonus" He clearly couldnt tell me, All he kept repeating was for me to deposit and now! Why? Why would i when i have never played this site before? He then told me if i didnt deposit, or if i write online about this my account will be deleted? Really!? I am going to publish what is said under there T&C for this bonus, But i can't see how they get away with not actually paying it out when they say they will.


As a special welcome, we’ll credit your account with $25 free to get you started!

We'd like to welcome you to Grand Reef with a fantastic sign up offer - $25 free when you register your real money account. There simply isn’t a better way to start your adventure with Grand Reef Casino!

Welcome Bonus terms and conditions:

•You hereby accept the terms and conditions of the $25 free sign up bonus

•Upon acceptance, this bonus will be credited to your casino account immediately and is subject to thirty (40) times playthrough (wagering).

•Wagering ratio:

â—¦Slots 1:1

â—¦Table poker and Roulette 4:1

â—¦Blackjack, Craps, Baccarat, Casino War, Sicbo 20:1

â—¦Progressive Games, Red Dog and all Video Pokers excluded from wagering contribution.

•You must make a minimum deposit of $25 before a withdrawal can be requested.

•This offer is only available once.

•You are still eligible to receive the Grand Reef Casino Welcome Bonus Package on your first 4 deposits.

•This offer is exclusively available to Australian and New Zealand players

•Grand Reef reserves the right to verify a player's place of residence, and may revoke the offer if it is suspected that a non-Australian or non-New Zealand player is attempting to claim the bonus

•The Grand Reef Bonus Policy applies with regards to wagering of the bonus.

•Grand Reef Casino terms and conditions apply.

Posted on November 22, 2012

Hi there,

We apologize for any frustration caused to the complainant, but are happy to confirm that the player has been credited with the $25 bonus.

This particular bonus is outside of the regular welcome bonus at Grand Reef Casino, and is used in only a handful of marketing campaigns. Additionally, it is only available to new players from Australia and New Zealand. Under normal circumstances, new players coming in via marketing material for these campaigns have the bonus automatically credited to their balances upon initial login to the casino software. If this does not occur, then it is sometimes difficult to justify the player's claim to the bonus, as there should theoretically be no manual intervention required.

Whilst we are looking into why this player was shown the $25 free bonus when, based on the description of how the player was referred to Grand Reef Casino, it should not have occurred, the player has been credited with the bonus. We sincerely hope that the player accepts this token of our appreciation and has an enjoyable experience at Grand Reef Casino.


Grand Reef Casino

Posted on November 26, 2012

 justme023, can we close this complaint now?

Posted on August 30, 2014

We got an information from the casino, that this player was given bonus manually. We consider this complaint resolved.

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