Grand Reef - $2,974.60 not paid for 8 months

Hi Igogo - thanks for getting in contact.

I'm going to get in contact Commission 365 (Grand Reef's affiliate program) now, but I will say I have another open complaint against one of their casinos that is very similar. My current opinion is that they do intend to pay, but are experiencing payment issues at the moment. Whether this is due to lack of financial liquidity or an issue finding a payment processor that will deal with their payouts I can't be sure.

As a result I've already moved them to Not Recommended status.

Bear with me and I'll try and find out what's going on.

ThePOGG

Hi Igogo,

Before I can contact Grand Reef I need you to provide me with the username and email address you use at Grand Reef so we can find your account.

Thanks

ThePOGG

Also, thank you very much for you valuable input regarding the other open case and for your insight about their intentions ("My current opinion is that they do intend to pay, but are experiencing payment issues at the moment. ")

I have read elsewhere they would put some people on a payment plan e.g. certain amount per month or week. I am ready to agree to this and I am also ready to be flexible in terms of payment methods.

Hi Igogo,

That's really good to know and I'll certainly raise it with Grand Reef, but I still need your username and email address - they won't be able to find your account without it.

ThePOGG

Sorry. I was pretty sure I gave it to you. Here comes again: [EDIT] [EDIT]

Hello. Did you hear back?

Hi Igogo,

I have heard back, but so far nothing useful.

I have proposed the idea of a payment plan and it is purportedly being run up to management, but they've yet to offer a response.

I'll let you know as soon as I hear something more useful.

ThePOGG

Hi Igogo,

I've chased this issue again this week and have been informed that my affiliate contact is still waiting to hear back from the finance department regarding what they intend to do to get you the outstanding funds and that they will get back to me as soon as they have more information.

This is obviously a completely unsatisfactory situation, but I'm not sure I see any other avenue of pursuit than to wait and hope that they honor their assurances.

The only other suggestion I could make would be to contact Curacao eGaming - I am unaware of any player that's successfully pursued a complaint against a casino through this group, but would be willing to assist you in any way I can if you choose to go down this path.

ThePOGG

Ok, let's wait for a little more and then we will try Curacao

Hi Igogo,

Have you received any further communication regarding payment?

If not I’m going to look into contacting Curacao Egaming this week regarding this and another dispute of the same nature.

Thanks

ThePOGG

No, I have not heard from them at all. Please let me know what I need to do to contact Curacao Egaming.

Hi Igogo,

I've just emailed Curacao Egaming so bear with me while I see if they'll talk to me.

ThePOGG

Hi Igogo,

I'm now talking directly to Curacao and to move your complaint forward I need you to provide me with your name and the amount of money that remains unpaid.

If you could also forward all correspondence you've had with Grand Reef to [email protected], that would be a great help.

The quicker you do this the better ;)

Thanks

ThePOGG

Thank you very much My name is [EDIT] And here is the exact transaction showing date and amount: 16025823 2013-05-12 08:37:36 Withdraw $ 2,974.60 Waiting I will forward you the correspondence shortly

Finally some news: Grand Reef wrote back to me asking for my bank details which I immediately provided.

Hi Igogo,

That's fantastic news. I'm not going to close this complaint until such time as you actually receive your funds, but this looks like we're making progress.

While Curacao have not confirmed that it was they have intervened at this point, I assume due to the timing that some conversation has taken place. I've never personally worked with Curacao before, so it's great to see them taking a responsive and responsible approach.

ThePOGG

Hi Igogo,

Have you had any further word from Grand Reef casino?

Thanks

ThePOGG

Sort of. The withdrawal status changed to Approved in transaction history, but no money and no email yet, so I just called them over the phone and they said they never received my bank details, so what I did was I resent the email as we spoke and she confirmed she received it and forwarded to Finance

Here is another update. They sent me an email requesting the Bank details - again. So I called them and asked what went on. And they said that the wire bounced back.

Actually, it may be true. I have experienced the issue in the past, with a reputable casino. So I checked with my bank and gave Grand Reef more details (transit number etc)

Hi Igogo,

It's great to hear that some progress is now being made.

Thanks for the update and keep me informed of any changes.

ThePOGG

I received the wire transfer for the full amount of my withdrawal.

Thanks for all your help

Hi Igogo,

I'm absolutely thrilled to hear that! I'm really pleased that speaking to their licencor in Curacao seemed to work, however the Commission 365 venues will remain on our Not Recommended list until such point as the reports of these slow pay situations abate.

If you're feeling generous it would be a help to me in building this community if you could hit the Facebook like button, Google+ button or subscribe to our Twitter feed. Alternatively if you post on other gambling message boards and a conversation topic comes up naturally that ThePOGG offers a relevant resource for (terms and conditions monitoring, dispute mediation, slots rtp information etc) I'd be very grateful if you'd direct users to us (though I would stress to remain within forum rules!)

If you have any other problems don't hesitate to get back in contact.

ThePOGG

Thanks a lot. I already follow you on twitter. I am not very active in other Social Networks, but I am doing all I can to let people know.

Question. I can see that this page became public now and you even posted a link to it on twitter. Is it absolutely necessary to keep my name, last name, and other personal data in on this page?

Hi Igogo,

Absolutely not and I apologise for the oversight. All personal information has now been removed. As standard I remove all details before publication, I missed these specific details because they were in the 'Comments' section which is housed in a different section of the back end. Again you have my apologies.

Regarding social network stuff - that's a standard response I'm adding to all successful complaint to encourage users to spread the word. Do not feel in any way obliged to do anything your uncomfortable with ;)

ThePOGG