Grand Reef Casino - Payment Issues

dragonfly137 Australia
posted on December 26, 2014.

Australian player, all dates my time. 8/12, played casino, won, requested withdrawal. They requested docs. Sent 9/12. Advised that all docs sent to finance department. Monday 15/12, phoned the AU support number, I enquired as to when my withdrawal would be paid. Was told this was approved for payment and would be paid that day or the following day. Didnt happen. Emailed 18/12 requesting when this would be paid, received phone call telling me it was a busy time etc etc. Chatted to online support, again that night, Alana, the operater escalated this to pit boss. Chased it up, again, Friday 19/12 and was told that this would definitely be paid Monday. Didnt happen, 22/12 chatted again, was, apparently, escalated again. Followed up 23/12, advised that they still did not have any feedback from the pit boss, even after two escalations. Chatted again 24/12. Told too late to get done that day. Finance dept didn't work that day or finished early. Was then told it would be looked at 27/12. In the meantime, I sent an email with my complaint and added extracts from their 'Our Promise to You' page. Have since received an email saying it would be looked at 29/12. By this time, it will be three weeks, and I have a second withdrawal, made 17/12. At no time have I been advised that there was any further documentation required or any other issues with what I have sent them. Have had many excuses regarding large volume of withdrawals etc. Very disappointing as I quite enjoyed the games.

posted on December 29, 2014.

Dear @dragonfly137,
Any update considering your complaint? Thank you.

dragonfly137 Australia
posted on December 31, 2014.

Received an email, this morning, advising that my withdrawal had been processed. Just waiting for the funds to reach my account, now. Thank you for your assistance in this. Now, just waiting on my second withdrawal which is over the 1-5 day time frame