Ag Awards

Grand Reef Casino - Withdrawal not processed for more than two weeks

Complaint Info
Disputed casino Grand Reef Casino
Reason Delayed payment
Amount £ 1713
Posted on April 27, 2015

I signed up and deposited 500GBP in Grand Reef Casino and received a 150% bonus. I had a good run and had over 8K in my bankroll at one time. After clearing the bonus, I made two withdrawals totaling 1713.75 GBPs one on the 24/9/2014 and one on the 26/9/2014. Shortly after that I lost the rest of my bankroll.

Today is the 9/10/2014 and they have still not processed my withdrawal. Every time I contact Support they tell me they have a long list of withdrawals to process and mine will be done soon.

I played more than double my wagering requirements and I have not been asked to send docs or been told that there is an issue. All I get is that they will process the deposits soon. I have been getting the same line for more than one week.

Posted on October 14, 2014

Dear @gamer555,
Any update considering your complaint? Thank you.

Posted on October 14, 2014

I have been contacting them over chat every day and they keep saying that the finance team will look into it. However, I have not been given a reason to explain the delay. To date, they have not even sent me an email about my situation. Tomorrow will make it three weeks since I made the withdrawal.

I contacted them via chat today and this is the transcript.

EER90050952: Hi

Alana: Hi Thomas, welcome to a world of thrilling gaming fun at Grand Reef Casino

Alana: Please hold for me...

Alana: checking right now for you...

Alana: Thomas, thank you for your patience...

Alana: I have your withdrawal scheduled for follow up checks. I have checked again and no update yet regarding the withdrawal. On the 10/10/2014 I personally escalated your withdrawal to finance team, once I receive a follow up I will be sure to let you know...

EER90050952: Thanks, can you please send me an email confirming this.

Alana: Will do so as soon as I get feedback, I will follow up personally and get you that email confirmation

EER90050952: thanks

Posted on October 18, 2014

Casino didn't respond to the complaint, we recommend to the player to seek help from Gambling Commission of Curacao.

Posted on April 27, 2015

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

Posted on April 27, 2015

The issue was resolved but it took about 12 weeks or so. They made me send numerous documents and delayed paying many times.
I believe they only paid me because I complained to you and to the gaming commission.
They also never really apologized for the delays. It was an awful experience and I have not played with them again.
I would not recommend this casino to anyone.

Posted on April 27, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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