I play in several online casinos but a situation like this never occurred to me.
This is the WORST experience I have ever had in an online casino. 40 days have passed and I still do not know when my withdrawals will be paid. So far I have received only contradictory responses generating confusion over confusion. I have requested several times to have a timeframe/withdrawal schedule who nobody has been able to provide me with. I have been advised on chat that the withdrawal limit per month is 20,000€ . However the total amount of my withdrawal was only 6810€. After several complaints (and 21days passed since my withdrawal request was done) I obtained to get paid 250€ per week.
Grand Reef Casino is trying to use any possible trick to delay the payment of my winnings, probably hoping I will play them back. The worst thing is when, after a further complain I made on chat, I have been promised that “they would have pushed
out” 4500€ out of 6300€ the day after if I had cancelled a withdrawal of 1800€. However they would have credited a bonus with wagering on this cancelled withdrawal.Obviously I did not accept for two reasons:
-None of the previous promises have been hold
- Cancelling the withdrawal and accepting the bonus I would have not been able to cash out again
Please see below a summary of the main correspondences I had with the casino. If you need I can provide you with full transcripts of chats and e-mails with screenshots as well:
- 06/05/14 submitted request for a withdrawal of 5000€
- 06/05/14 submitted further request for an additional withdrawal of 1800€ (the total amount of pending withdrawals is thus 6800€)
- 09/05/14 chat with Riley who confirmed me that withdrawals would have been paid in 1-5 working days
- 12/05/14 chat with Alana who stated: "I understand. Withdrawal of 5000 should be done later this week. The withdrawal of 1810 should be done by next week"
- 13/05/14 chat with Jason who stated : "Your withdrawal will be processed soon"
- 27/05/14 the casino pays 250€ and puts 4750€ back on balance (without any permission of mine)
- 28/05/14 I requested again the withdrawal of 4750€ (at this stage the withdrawals on pending are 4750€+1800€)
- 03/06/14 further 250€ processed (at this stage the withdrawals on pending are 4500€+1800€)
- 06/06/14 chat with Amanda who promised that all withdrawals will be pushed out within June (Support: The reason why you have been paid 250+250 was due to the withdrawal process that has been slow, also the finance team has put you on a payment plan for your whole amount that you have requested up untill they are able to pay you out in full , I have spoken to my pit boss and he has advised that he is sorry for the unconvinced and time caused with your withdrawal , and that he can promise you a a payment for early next week , but this payment will be for EUR250 for the next 2weeks and there after we are able to pay your rest of you money out to you)
- 13/06/14 chat with Alana who said that they CANNOT keep what stated on the previous chat (Support: I have just confirmed with finance team as they will be processing the withdrawal. According to finance it will be weekly payment of EUR250 every week. Not only for two weeks. If finance team are able to process a lump sum withdrawal amount to you they will let you know before the time that they will transfer the full remaining withdrawal.)
- 13/06/14 chat with Amanda who tried to convince me to cancel the withdrawal of 1810€ and add a bonus on it
Guys I am confident you will help me to sort this issue out.
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