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Grand Reef Casino does not pay and does not accept driving license after accepting it before

Complaint Info
Disputed casino Grand Reef Casino
Reason Verification issues
Amount € 450
Posted on August 13, 2014

I won 425€ at Grand Reef Casino, made a deposit of 25€ with skrill and wanted to withdraw 450€ with skrill on the 22.06.2014. They asked me for documents - "1) A legible copy of a recent utility bill showing the address that you registered your account with 2) A legible copy of identification (such as a driver’s license or passport copy)" - and i sent them (bill and driving license). They wrote back that they need a driving license that reflects the valid to date. So i sent them scans and photos of front and back side of my European Union driving license plus Links from european government sites which prove that my driving license is valid till 2032. I got no answer back so i thought everything is okay now. But one week later i still did not have the money. So i went to the Livechat on the 30.06. I asked why my withdrawal is still waiting and got the answer "Your withdrawal will be processed shortly and is in the processing queue." (I attached the screenshot). I was satisfied with this answer and happy to get my money soon. But again i did not get the money for a week although i had the promise.
So i asked again in the Livechat. And guess what - Grand Reef Casino changed its mind again. They do not accept my driving license any more (by the way i made the verification process in over 50 Casinos with it without any problems - i can list the casinos and proof it). What can i do now? Can a casino say we do not accept your official document (which they had already accepted: "Your withdrawal ... is in the processing queue.") when it does not want to pay out winnings? Please help me.
Sorry for my bad english.

Posted on July 19, 2014

Dear @Gamer5000,
Any update considering your complaint?

Posted on July 23, 2014

Hi Gamer5000,

We apologize for any inconvenience caused, but we have received word from our Finance Department that your withdrawal is being processed. You should receive it shortly. If you have any questions in this regard, please feel free to contact the support team.

Grand Reef Casino

Posted on July 26, 2014

Dear @Gamer5000,
Can you confirm that you received your funds?

Posted on July 26, 2014

No. Only the status in the cashier changed from "Waiting" to "Approved". But i still did not get the money till now. But it takes five days from processing the withdrawal (23.07) till Grand Reef really pays out the money i found in their terms. So i hope to get the money on monday or tuesday. I will inform you if and when i get the money.

Posted on July 30, 2014

Still waiting for the money...

Posted on August 2, 2014

After i did not get the money till now i was in the Livechat again and the support assistant tould me that there are no problems and i should have the money already because the withdrawal was processed an the 23rd, he will contact the finance team to ask why it takes so long.

Posted on August 5, 2014

Dear @Gamer5000,
Any update, did you get your funds?

Posted on August 5, 2014

Still the same situation. Grand Reef Casino always tells me that i get the money and do not give it to me. Till now Grand Reef Casino told me five times (2x Chat, 2xMail and here) that i get the money soon/shortly/by now. But in real they do not pay. What can i do?

Posted on August 8, 2014

I asked again in the chat, and the support assistant told me he will leave a message for the finance team...

Posted on August 12, 2014

Still no money! I did not get the money till now because "There is a delay, a backlog of payments going out". I will get the money soon "as the backlog is almost cleared". Al least a new reason.

Posted on August 13, 2014

I can not believe it but i really got the money today. Thank you.
This can be closed.

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