Ag Awards

Grand Reef Casino - Run around on withdrawals

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

i won 10000 dollars au on the 16th of march and i waited the 4 days like they stated but still no money in my bank account so i have rang 4 or 5 times to find out what was happening but keep getting told ohh it was a public holiday or its at our finance department i wanted to have a go again taking there word for it they deposited 2000 dollars on the 22nd of march into my bank account witch i still dont have i said its been 5 days now but they say larger withdrawls take longer what a load of crap so i cancelled my withdrawl and played and was told that the remainder of my money that i put in to withdrawl of 5000 dollars would not take the 4 days again yeah right so ive now won 9000 im happy to wait the 4 business days for that one but they have 16000 thousand dollars of my winnings which they only want to give me 2000 of it im sick of ringing them and getting no answers its a shame i like there site but would caution other people to play it if you like to be stuffed around there quite happy to take your money straight away but giving back is really really difficult for them all i want is my winnings but im scared that im not going too

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

Dear @tracykato,

Please let us know if there's some update regarding this case.

Posted on September 4, 2012

Dear @tracykato,

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.

Posted on September 8, 2012

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now.

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