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Grand Reef Casino - Locked Account And Frozen Withdrawal Request

RESOLVED
Complaint Info
Disputed casino Grand Reef Casino
Reason Account closure
Amount £ 150
Posted on August 30, 2014

I have been a member for quite a few months and after depositing a lot of money - I finally withdrew £150. After noticing that maybe the winning odds weren't as high as other sites I thought I might close my account for a while - so I emailed the support team informing them I would like to close my account BUT I had pending withdrawals and would these be affected - I then closed my email with 'please advise me on this matter'. I then received an immediate response saying that my account was closed and to note that the casino does not process any withdrawals to locked account. and that was that. I have now spoken to several customer service people (although I wouldn't use the word 'service' so lightly) and all of them have just fobbed me off saying my account will be reopened and it wont be an issue - and my pending withdrawals will be processed etc etc etc. This was last week and still after approx. 10 emails - I have still had no response or resolution. I am disgusted that I have been treated like this and hope they can get my issue resolved as a matter of urgency.

AskGamblers
Posted on July 17, 2014

Dear @rach493,
Any update considering your complaint?

AskGamblers
Posted on August 30, 2014

We reopened this complaint upon Casino's request. We got an information from them that player report a gambling problem and because of that they immediately close player's account due the responsible gambling.

Posted on September 2, 2014

Hi @Rach493 the records I reviewed show this has been handled. Please advise if you are happy for us to mark this as resolved.

All the best,
Shane

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