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Grand Reef Casino - Payment Withdrawal Delay, Account Still Locked

UNRESOLVED
Liz2853 New Zealand
Posted on July 10, 2018.

Dear Askgamblers, I deposited at Grandreef ....played through my wager. Then won over $1500 dollars and decided I would withdraw $1400.00 and carry on playing. After a few days I noticed that the pending withdrawal was still sitting in my account and took a snapshot of the withdrawal. Sent the cashier an email to check on the payout date only to discover the withdrawal has been completely deleted out of my account. I then sent an email to the manager and received the below email which I will add for your perusal. In the meantime I had an amount of $361.80 dollars in my account my funds not bonus dollars which I could not use as I was now locked out of my casino account. All phone calls to the casino went unanswered. They have now also stopped reply to my emails. It is fair to say that they are not operating honestly. Because the moment I started to query my withdrawal I was not given an honest response to my query and they then resorted to lock me out of my account. They have now since opened another website, but I do not seem to be able to log in at all. Please the $1400.00 was won and should be paid out to me as well as the $361.80 that I left in my account. I trust this gives you a cleared idea of my issue. Many thanks < personal information removed >

Grand Reef Casino
Jun 15
to me
Hi Elizabeth

Your Login Liz2853

We wholeheartedly apologize for the continued Technical difficulties you may have experienced these last few days when logging into Grand Reef Casino and not being able to play nor communicate with us.

Our Management Team has decided to move to a Better Product which will bring you a better gaming experience. we are currently working on that and will be available and online soon. This means that you will be able to log in and play again with your favourite brand. Better games, better processing, better all round.


You will be contacted closer to the time when we are about to go live. Your information is still intact and will remain secure at all times.

We thank you for your patience during this transition and trusting in us to bring you a whole new world of gaming excellence.

Kind Regards
Mel < surname removed >


< personal information removed >
Jun 18
to Grand
Thank you Mel Taylor for your email.

However my faith would be restored if I have my payment of $1400 processed ,

I have not had a reply from your cashier after numerous emails.

I am very sure the gaming side as you say is being sorted but this should not affect your administration side.

Your reply would be highly appreciated thanks.

Regards


< personal information removed >
Jun 18
to Grand
Mel < surname removed >

Below is a record of my withdrawal transaction. which I notice have completely disappeared from my records.

This does NOT SIT WELL with me!!! Why has this been completely wiped from my records?

I urgently need a reply from you.......< personal information removed >

Total sum of pending withdrawals$ 1,400.00

· 2018-06-10 22:13$ 1,400.00

o Account*5122

o MethodVISA

o Code19764794

o

Top of Form

Cancel casino game transaction

Bottom of Form

AskGamblers
Posted on July 16, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on July 30, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one last try and help both parties involved into the dispute reaching to a satisfactory resolution.

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