Grand Reef Casino Complaints

I have two withdrawals ($590 and $500) which were not paid and another balance to withdraw. Verification was completed and previous payments have been made to me from them. Withdrawal is from last year, and the live chat keep promising that its close and I should receive my money next week....but nothing received. I can now not find site online and wonder if they have shut down???

Okay so here goes, I started playing at this casino last year and everything was okay until I got to the point where I was able to withdraw money. I've made 2 withdrawal requests, one on the 16/4/2019, and the other on the 26/4/2019. And this is when the trouble started. First they tried to say that they had software issues and it would take a few days to fix it, then they said that they couldn't do bank wire transfers or direct payments to cards, and asked me to open a neteller account so they could pay me, which is what I did. Then the longer it continued the worse it got. First they removed the live chat function from the home page, then they changed the so called toll free number to a number that wasn't toll free so I couldn't contact them that way. Despite me sending numerous emails to the support team,finance team and management I've received NO reply from ANY of the emails. I've since seen that this casino has been blacklisted, which threw up warning signs for me. Both amounts of the withdrawal requests is $100, and it would be much appreciated if you can help me get my money from them. Thanks for taking the time to look into this for me

I have typed a lot of emails to all Grand reef contacts ie: support, cashier, VIP and manager the last 2 months with no replies and only about 20% out 100% of my live chats have been responded to basically same answers they say I will get my winnings but could not tell me or promise when I could expect it/

Grand Reef Casino owes me $6000 I have been waiting 33 business days, I withdrew $2500 and still have $3500 in my account waiting to be withdrawn. I have sent numerous emails with no reply. When I was able to get someone on chat I was told the end of the week, the end of the week, the end of the week! I have recently tried on chat the last two days and I saw the chat icon get removed after i tried contacting someone. The chat icon is no longer on the homepage at all when I log in. No one is answering my calls, replying to my emails on talking via chat! This is absolutely appalling and disgusting. I was a loyal customer for years and then they changed new software and obviously new management.

I have been trying for over a week to get my withdrawal from here. I have been a long term client but haven't used them for some time. I am trying to withdrawal $900 after i deposited and played through all my bonuses. I actually had $1600 but $600 was deducted as the said i could only withdraw a max of $1000. When they took away the bonus money there was $998 so i withdrew $900 and played the remaining $98. Live chat says there working on it and they don't reply to my emails. Just wondering if you could help.

Cheers Scott

I made a withdrawal 08/07/2019 $1000, I received an email confirming they have received my request and that it would take 4-7 working days to process. Since then I have sent verification forms, been in contact with online support and emailed [email protected]. I apologise in the slight delay, your withdrawal is with our finance team. I apologise I have emailed our finance team and we have escalated this several times. I know it's very frustrating but you can rest assured that we are trying our best to get them to finalize the payout. I've also requested in my e-mail to them that they please contact you just to give you an update on what is happening. As this is going on, I am still receiving promotional emails. 500% bonus, 250% bonus, 600% bonus. And yet my withdrawal is still sitting in my account. I have played online with jackpot city and I've never had issues with withdrawals. Not good enough!!!!!

Requested withdrawal at the end of January 2019 and have received numerous emails stating: From finance team 7/2/19 - apologies for delay, we are working on it, banking details received. From VIP host Reagon - 13/2/19 As per our phone conversation, your pending withdrawal of $2500 is guaranteed to be paid to you - and from VIP Host Dom - 14/2/19 I did check on your withdrawal & I was assured you will receive it soon 9/3/19 As promised I am working hard to ensure you receive your withdrawal a sap & apologise for delay. Many more emails have been received along the same line. Can you please help me.

I don't even know where to begin or the frustration. My understanding is GRC has been taken over by new management and I was first contacted by them towards the end of last year welcoming Australia/NZ players.

I have been in contact with Schalk VIP Manager ever since and he has been very responsive which is typical for them to behave this way to get new business.

I was assured by him there will be change or reform and they will be nothing like the old GRC as he was aware of the past problems.

I was hesitant to play as I have been a long time member of GRC before new management took over - despite the problems I had with the old GRC they still manage to pay me out despite the long delays.

Anyway it is now Feb 2019, almost March 2019 and yet they have failed to pay me since Nov 2017.

Schalk tried a number of different options below as from what he told me it seems an issue between South Africa > Australia sending payments or restrictions with the bank from his end.

- 1st Attempt, BPAY Payment Nov 2019 = failed, BPAY advised they cannot send money to players only receive them which is highly odd because they have that in the withdrawal method section. Why they have it as a withdrawal method if it does not work is really beyond me.

- 2nd Attempt, Neteller Dec 2019 = failed, was assured by Schalk neteller is the best option for faster payment and he guaranteed me I will get the funds however when he attempted Neteller gave a restriction error message which prevented me getting the funds.

- 3rd Attempt, Bitcon Jan 2019 = failed, at this point I already knew this was similar to the old habits of GRC using stalling tactics again and Bullshitting, Schalk told me to get ready and set up a bitcoin account in Australia and wait for setup on his end. I setup an account and waited 2 weeks and his excuse was he needed to get this right because if incorrectly send we both will lose the money and will not be able to recover it.

I never heard anything back from him again even though I asked the question to him numerous times just simply avoided the question and would say something that was off topic and not related - I already assumed at this point bitcoin was a dead end.

Again they have it as a withdrawal method even though it does not work or has not been setup for Australian players.

- 4th Attempt, Wire Transfer Feb 2019 = In progress, this has been in progress since Jan 2019 and finally finalised the bank wire setup on their end according to their finance team in early Feb 2019. I have submitted the wire transfer withdrawal and now I get a message in progress in pending which shows signs of good news however since the start of Feb 2019 until now which is 3 weeks and going into March 2019 they have made every excuse in the book i.e. technical issues, payments on hold, waiting feedback on back and its the same response week in and week out with no resolved outcome.

I have been in contact with all the staff members via online chat because their toll free number which they claim can be used in Australia does not work and I have raised this with them and nothing was done to fix the ph - so live chat was the only option to communicate with them.

The support staff Samir, Dom, Reagon, Stan and Marina all say the same thing every week with a very bland and vague response with no clear answers. They all said "working on it" and "you will be paid" however the specific question I asked them regarding ETA and timeframes they are unable to reply with a clear response and just say waiting feedback and will get back to you. I do not see how complicated my question was and cannot understand the logic why they cannot answer a simple question. It seems the response they give is very scripted and it is like talking to a robot.

As you can see from above every attempt was a major blockage and there is always something going wrong, I am annoyed that I put a lot of work into setting up Neteller/Bitcoin accounts and they dont work which was a huge waste of my time.

Now from what I can tell it seems South Africa is having some issues sending money to Australia, however from what I was been told by Schalk last year the Ban has been lifted and we can now play but it seems like this is not the case.

They should not be advertising Welcome Back Australian players if none of their payment methods work or have not been fully set up - it seems like a scam/con and I really do not hope this is the case.

From now since Jan 2019 Schalk was not responsive anymore and I do not know the reason behind this but I find this highly strange that he was very responsive at first seeking my business but after multiple failed attempts and the number of issues they are having with payments he just does not respond.

To be honest my payment which is under 1k should not be this complicated or rocket science, I cannot imagine the problems if I had won more money. Old GRC payed amounts under 1k no problems, their only issue was with amounts nearing the 5k range.

Can we get a GRC liaison to communicate this with GRC and find out what is going on as this is affecting a lot of other Australian/NZ players and I know I am not the only one experiencing this.

I appreciate someone in AskGamblers or someone who has authority to chase this up - I was promised last week or this week.
Last week has passed and hoping this week I will get a resolution.

So far it has been the same excuse week in and week out and I really do not know what is going on over there or if they are just screwing me around.

Support team in GRC is also useless and say the same thing and really add no value to their response.​

I urge Australian/NZ players to consider this complaint I made if they ever decide to join to save them the stress or hassle - I wanted to give them another chance but it seems the new GRC management has made things worst hence the 1 star rating.

For other Australian/NZ players that are experiencing the same issue all I can say is hang in there and hope you get your money soon.

I have wont $1700 + at Grand Reef Casino, I deposited using Skrill.
If you check the attachment you will be the date the withdrawl was made. I was emailing them frequently to see if they could hurry along my payment, on the 7th day, (which is the max amount of the time they state you have to wait) they email me saying that they can't get my funds to me, saying "as you are aware". I had no idea. See email attached, the issue is, they must have known that they are unable to pay to NZ/Australia, so should not offer the service to us, or let us deposit if they cant get winnings to us, I have emailed back asking for an eta as, as you can see in the email they havent actually given me this.
The reason I am complaining so early is because when they were run by the previous management these are the things they were saying to me and it look over 2 months to get SOME of my money, I thought with the change in management things would be different.

Thanks

If you have further questions please contact me, hopefully this is enough.

Hello, everyone!
I played at Grand Reef Casino in April this year for the first time, got a bit lucky and wanted to withdraw 800 Euro. That was ending of April, one month later I got Email from support that they received my documents and my payment will be on my account soon. Since that time, they answered the phone for a while telling me it is been forwarded to they financial team and since middle of June, they do not pick a phone enymore, never got any of my Emails answered. Can you help me about this issue please? Thank you in advance!

Sorry for my earlier complaint was writing in the spur of the moment. I have been with grandreef casino since they first came online and have never had an issue with them paying out. Until September last year when I won $10000 nzd and every month since then I have emailed them a couple of times a week asking where my withdrawl is and when it will be processed by. In some responses I was told I will get my money and sorry about the delay just the usual. Then in the last respose from them I was informed there is now a new financial team who will be able to process payments faster. My last response from them was the start of june and now I suspect they have gone offline or removed nz from their servers as I can no longer login to the game site

Was trying since February to withdraw $2500, every 4 or so weeks it would bounce back into my playing account. Played it down a bit in April to $1500 still hasn’t been paid, if I cancel the withdrawal now it won’t let me play the credits, gives some server error. Have emailed many times and was get the same generic responses “we apologise... with our finance team, will be processed soon.... Now they don’t answer me at all. Have they just locked me out or has the casino gone out of business all together? Your assistance would be appreciated

It's now more than 3 months up after requesting a withdrawal at this casino. I have called more than 20 times and send many emails but no response at all. I am waiting for my payment of 70000 INR Now when I trued to login to Grandreef casino I cant find the login page at all and the toll free is not working any more. Kindly help !

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

I am very annoyed that after 4 months of waiting my withdrawals totalling $4000 still remains unpaid. I withdrew $1000 in March 2018 and then another $3000 in May 2018 but neither gave been paid. When I went in live chat the casino would say my case will be escalated but never has. Now I try to go on the casino to play out a bonus and now the casino server is down it some other excuse. After being a loyal player for so long I find this matter unacceptable. What us going on and when can I expect to be paid?

I have been playing a long time at Grand Reef Casino. Never had any problems. At April 23rd, 2018 I asked for a withdrawal of Euro 500. I still did not received the money. I have many times spoken with customer services, wrote e-mails to the cashier and they apologized and assured me that I will get my money. I have been very patience but I do not beleave them anymore.

Hi there, I made a withdrawal request 02/05/18 for a total of NZD$3510.15 that I have still yet to see anything of. I was emailing, online support and calling most days, but for the past 6 days I havent been able to get any answers or replies everything has gone offline. I am desperate to recieve my winnings and am sick of false promises, and copy pasted vague answers which doesnt help me at all. Please help !

I had winnings of $650. I requested to withdraw this money on 02/03/18 After over forty emails and phone calls, I was refunded $200 .i have been sent emails from someone called Schalk who has reassured me that I will receive the outstanding $450. I am getting nil response to my emails and nil answer when I attempt to phone them. There is no evidence of my outstanding money on their website and it is showing a 0 balance on pending withdrawal. There appear to be a bunch of crooks operating this website.

I have been a player at Grand Reef for many years. I was recently playing, and amassed funds of $614. When I went the following day to play further, every game I attempted to play would load, and then when I tried to play, a message would come up that "there is no response from the gaming server", and directing me to immediately go to Casino Support. Live Chat was not available/unresponsive. I have sent several emails, to have it acknowledged that there was a problem with their gaming server, and they hoped it would be resolved "soon". This was in response to my first email, there has been no response since. First and only response from them was 12 June 2018. I withdraw my funds, but several days later, the funds ($614) are still with the casino cashier. I can't get a response of any sort from Grand Reef, the site is still unplayable, and they still hold my funds. Can you intervene with them for me, or at least advise me what to do now.

About a month ago I won $10,000 . This has not been paid out after calling and being told it would be within 5 working days . Now the grand reef gaming site doesn't work and I cannot reach them via phone or email. Also a year ago I had the exhaust problem after winning $15,000 I was emailing about every second day and calling still having no luck . This is not fair and I have spent a considerable amount with them . I would love some help to resolve this if possible.

I have been waiting close to a year now for amounts totalling just over $9000. I get the same answer everytime that my complaint has been escalated and that the finance team is very busy, and that I will be paid soon. To make things worse the last 5 times I have tried calling there is no answer, and have not got anywhere online. Please can you help as it feels like I have exhausted all my options. David

i have been waiting almost 4 weeks now for 2 withdrawals to b processed 1st on the 17/5/18 an 2nd on 21/5/18 , repeated emails with no reply's ,have been a member for many yrs now and have made withdrawal before with no issues ,online chat down for 2 days now , only thing ive been told is they working on a new faster withdrawal process ,jst getting lies ,very unhappy

3 months ago I withdrew $600 and just keep getting the run around and told different stories about how i will recieve my payment. I email them and ring them daily. Twice now the have just put my money back into the casino account but not once have they been able to tell me how long i will have to wait