Ag Awards

Grand Reef Casino - No money

Complaint Info
Disputed casino Grand Reef Casino
Reason Delayed payment
Amount $ 5700
Posted on July 15, 2014

I won $5 700 on 18/9/12 and requested a payout; previously I submitted all the required documentation (4 times as they said I hadnt submitted it correctly which i had) I was sent an email saying it would go thru the finance team etc and that I would get the money in 4 working days maximum; I have emailed daily and had the standard emails back about my money being with the finance team. 2 days ago I began phoning the "freecall" Australian number and it was disconnected suprise suprise

I have spent the last 3 hours tonite with the chat team who keep saying the same crap that my query is "with the finance team"

I am about 99% sure this site is a scam and what is sad is that I am a single Mum who has no spare cash and when I had a spare $100 left from my tax rebate (I work full time) I decided to try my luck and this is what has happened)

I am upset and dissapointed and urge other people not to use this site What do I do from here?

Posted on September 28, 2012

Hi there,

LISAMH's withdrawal request was processed within the 4 working day timeframe, but there are sometimes additional delays once the issuing bank has sent the payment. It is common for international bank transfers to take 2-3 working days "in transit" before the funds reach the recipient's bank account.

We have communicated this to the player in question via e-mail, telephone and live chat, and believe this issue to now be resolved. Whilst we are obviously sorry that the player suffered from the inconvenience, the truth is that we are unable to speed up the bank transfer process as it is out of our direct control. As per our promise, the withdrawal was processed within the promised timeframe, but the extra delay was part and parcel of international bank transfers.


Grand Reef Casino

Posted on October 2, 2012

 Is the payout received?

Posted on October 6, 2012

 Dear @LISAMH,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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 May 30, 2013

 This complaint can be considered solved!

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