Is Grand Reef Casino trust worthy?

[karabw]

I had Grand Reef Casino withdrawal isuue on Augst 2013.
The withdrawal had not been paid almost 3weeks.

Same problem occured again.

My withdrawal has been hold one month.

Is this processing time is normal for the Grand Reef Casino?

I received confirmation email ,which said " withdrawal is currently in its final stages of completion and will be processed shortly" on 2nd November.
Please let me know the processing time .
It is very stressful for players to wait the withdrawals be back .
I hope this issue to be solved sortly and never happen such a problem occur again.

 

[commission365]

Hi there,

Thanks for the post. Please can you PM me your Grand Reef Casino account number and/or registered e-mail address? Dealing with player-related issues is normally not within my jurisdiction, but I will certainly try and help where possible.

Thanks,
Lawrence Wilson
Affiliate Program Manager

 

[karabw]

HI Lawrence,

Thank you for your help.

I received confirmation email from Grand Reef Casino yesterday.
It said the pending withdrawal had been proceeded.

However I have not received credit to my neteller account yet .
??? ... Shift+R improves the quality of this image. CTRL+F5 reloads the whole page.

 

[Vladi]

These guys are bad. This is entirely normal and 3 weeks is in fact a short amount of time for you to wait to be paid. I know of many players who have waited months to be paid by them.

 

[karabw]

I agree.

I appreciate Lawrence's help this time.
But I will not promote Grand Reef Casino at my site if I receive my withdrawal.

27/Oct Withdrew $675

Emails from Grand Reef Casino

"Withdrawal requests are processed within four business days following the request date,
unless stated otherwise according to your VIP level, as per our Withdrawal Policy."

02/Nov "Thank you for bringing your most recent concern to our attention with regards to your withdrawal.
Please be advised that your withdrawal is currently in its final stages of completion and will be processed shortly.
There has been an influx of withdrawals lately due to our players having such super awesome winning streaks.
As soon as your withdrawal is processed you will receive confirmation.
We are working very hard on processing these funds to you as soon as possible for you to enjoy.
Thank you for your patience and understanding during this time.
You have been simply awesome and we look forward to celebrating more fantastic wins with you soon!!"

15/Nov "Thank you for bringing your most recent concern to our attention with regards to your withdrawal.
I would like to apologise for the prolonged delay however to speed up this process for you,
your withdrawal has been escalated to our finance department and has been put on the high priority list.
We are working very hard on processing these funds to you as soon as possible for you to enjoy.
Your patience and understanding is much appreciated during this time.
You have been simply awesome and we look forward to celebrating more fantastic wins with you soon!!"

20/Nov "Congratulations on requesting a withdrawal from Grand Reef. We have processed your withdrawal request of $675.00;
please make a note of your transaction code: xxxxxxxx -
this will help us deal with any unlikely queries quickly and efficiently."

21/Nov "Congratulations on your fantastic win, we are just simply thrilled and overjoyed for you.
With regards to your payment, kindly be advised that the amount of $675.00 was processed to you on the 20/11/2013,
please allow 1-5 business days for these funds to reflect in your account.
Thank you for being an awesome player at the casino and we look forward to seeing you on our winners list again soon.
Winning is just that easy, only at Grand Reef Casino!!!"

22/Nov I have not got my withdrawal yet.

 

[KasinoKing]

Do they SERIOUSLY use phrases like this in their e-mails...

"There has been an influx of withdrawals lately due to our players having such super awesome winning streaks."
"You have been simply awesome and we look forward to celebrating more fantastic wins with you soon!!"
"Congratulations on your fantastic win, we are just simply thrilled and overjoyed for you."
"Thank you for being an awesome player at the casino and we look forward to seeing you on our winners list again soon.
"Winning is just that easy, only at Grand Reef Casino!!!"

O.M.G...

KK

 

[CaseyM]

lol certainly keen on the word awesome

 

[karabw]

26 Nov Withdrawal received.

 

[mgbonus]

One player at our forum reported on 25th October that he hasn't been paid and the withdrawal was made on the 4th August...gotta ask the player if he's been paid already.
After all that, wouldn't promote them. Never have though and never will.

 

[mak445]

They have not paid us for 9 months owed around 6k

 

[FictionNet]

I've only recently added links to Grand Reef, and I've only spotted this thread today. The 'awesome' e-mails from customer support, if that's what they sent, are pathetic.

Let's get a proper response from Lawrence re. payout times.

 

[commission365]

Hi all,

Whilst dealing with player payout queries isn't really within my jurisdiction, I have made efforts to assist as much as I can. It's great that affiliates with player forums take the time to extend specific player complaints and enquiries to personnel that can help, but I am wary of the AGD forum becoming a place to deal with player-related issues.

I have PM'ed both karabw and casinofoorumi, and believe that I have indeed helped settle their concerns. As we all know, it's not always possible to please all of the people all of the time, but in so far as an endemic problem goes, I don't think there is any cause for concern.

If you are an affiliate, and you have specific queries regarding a community member of yours, please do feel free to e-mail me at lawrence(at)commission365(dot)com at any time.

Regards,
Lawrence.

PS - I do agree with your sentiments that some of the wording used by Customer Support could be interpreted as a little patronizing. I'll mention this to the casino management team.

 

[FictionNet]

I disagree that player complaints should not be discussed here. It's often how affiliates get to see how players are treated by the programs we refer them to.

I'm not happy, Lawrence, and I won't be adding new links to your programs.

ETA: you can either clarify payout times here, or I'll remove your existing links and blacklist your programs.

ETA2: CS comments were more than "a little patronizing" and you should do more than "mention it".

ETA3: I'm sensing a really bad attitude from you, Lawrence.

 

[commission365]

I am very sorry to hear that you feel I have a bad attitude, as it was certainly not the image I intended on portraying to the affiliate community. I have read through my post a number of times, and I'm not 100% sure what gave you the sense that I have a really bad attitude, although I am very open to constructive criticism so please feel welcome to point out where I could perhaps deal with things in a more effective way.

Regarding your demand for a clarification of payout times, I can only quote the Grand Reef Casino website's information on this topic. Please see below for a screengrab of the pertinent information:



Lastly, I just wanted to clarify my statement in which I said that "I am wary of the AGD forum becoming a place to deal with player-related issues". I did not mean to say that I would not assist with player complaints and issues posted here. Players and affiliates are, in many cases, very closely knit, and there is sometimes cause for an open discussion about certain things, be they negative or positive. What I meant to say was that there are a number of other player forums to which a player-to-casino complaint or query may be better suited, and that I am wary of this forum becoming a place for players to lay complaints or vent frustrations about things. That is not to say that I will not do my utmost to help our affiliates with any business-related query they may have... those who have known me for some time will hopefully attest to the fact that I do always try my best in this regard

I hope this helps clarify things a little more than before. If you have any questions, please feel free to extend them my way.

All the best,
Lawrence.

 

[Guard Dog]

Just as an FYI... this is my opinion, but Lawrence is a good guy and very doubtful he has/had a bad attitude... I think sometimes we read things the wrong way and/or they just aren't worded well

Just wanted to put that out there. Lawrence has always been quick to make changes at AGD requests for the good of the affiliates and have plenty of discussions surrounding changes and programs. Again - I think he is one of the 'good guys'.

 

[KasinoKing]

Just wanted to put that out there. Lawrence has always been quick to make changes at AGD requests for the good of the affiliates and have plenty of discussions surrounding changes and programs. Again - I think he is one of the 'good guys'.

I agree that Lawrence is a good guy - having met him a couple of times and he's always been helpful via electronic communications too...
BUT... have AGD tackled him / Commission365 about their policy of holding on to player's Progressive Winnings (should they be lucky enough to hit one) and then drip-feeding the cash to the player over what could be a VERY extended period of time?

IMHO this is immoral and should be stopped immediately by ALL Playtech casinos who have this ludicrous rule. (Which is quite a lot!)

KK

 

[bonustreak]

I think there are several Playtech brands doing this same thing I hope it is not to become a norm, I will have to warn players to not touch a progressive game at these casinos...

 

[AussieDave]

The big problem with this group is not the staff but the owners. Myriad of lame ass excuses given to players waiting on withdrawals at a snail crawling pace. It's an identical MO of the past owners and the way they ran these casinos. African Palace was clip joint and Indigo casino wasn't much better. Do I think the old owners are still calling the shots, hell yeah!

 

[KasinoKing]

I think there are several Playtech brands doing this same thing I hope it is not to become a norm, I will have to warn players to not touch a progressive game at these casinos...

That is something we can do - and I have done with the very few casinos I still promote who have this unfair rule.
(And I will be removing them in January if they don't withdraw this rule)

But it still concerns me that this practise is highly immoral - the money belongs to the players, not the casinos - they have no right whatsoever to hold on to any part of it. The players should be paid in full in one lump sum.
As affiliates I think it is our duty to stand up for the players and put pressure on the operators to scrap this unsavoury practise.

And it's more than just a few casinos - from CM's list, all these Playtechs will hold back player's money (according to their T&Cs):

7Regal Casino, 21Nova, 50Stars Casino, African Palace
Bwin, Carnival Casino, Casino Bellini, Casino Del Rio
Casino Las Vegas, Casino King, Casino Tropez, City Club
City Tower, Club Dice, Crown Europe, Euro Grand
Euro Max Play, Europa Casino, Giant Vegas, Grand Reef Casino
Indio Casino, Jackpot247, Joyland Casino, La Isla Online
Magic Box Casino, Majestic Comet, Noble Casino, Palace VIP Casino
Party Casino, Planet Kings, Prestige Casino, Prime Casino
Royal Dice, Sierra Star, Sky Kings, Super Casino
Swiss Casino, Titan Casino, Vegas Red, Vernons Casino
Winner Casino.

KK

 

[AussieDave]

As affiliates I think it is our duty to stand up for the players and put pressure on the operators to scrap this unsavoury practise.

Casinos will only listen to affiliates en-mass and then sometimes that doesn't even work. The super affiliates don't generally get involved in these issues because they've got a sweet contra deal. Which in the end leaves the smaller affiliates. While they probably make up 95% of each programs affiliate base, it's the super affiliates, the 5%, who could make a difference but as I said, they don't get involved in this stuff.

So while it's a good idea, the sad reality is, unless some serious pressure is applied, this scam will continue.