Our Promise to you

At Grand Reef Casino, we are so confident that you will experience only the very best in gaming entertainment and customer service that we want to make a promise to you.

We promise to provide you:

24/7 Professional, reliable customer service via toll free phone, email and online chat
Fast and transparent payouts, 7 days a week
A large range of payment methods to suit your every need
A 100% safe and secure gaming environment
100% fair game results
The latest, most popular online games
Regular promotions, competitions and giveaways

Customer Service

We hire only the most professional, honest, reliable customer service representatives to ensure that you always receive the very best customer support. Our customer service members go through a rigorous training regime to ensure the highest standards of support and customer care are met. We have made it easy for you to get in touch - contact us via toll free phone, email or online chat 24/7/365 should you have any queries, concerns, comments or questions. If you have any problems that our support team cannot assist you with, please email pitboss@grandreefcasino.com to escalate your concerns to the highest management. Along with being the very best in the business, we're also a nice bunch to chat to!

Cashier Department

Our cashier department is open 7 days a week to ensure your withdrawals are processed in a swift, professional manner. To ensure that this process is fair and in your best interest, we have no maximum payout limits- this means that you may withdraw any available amount, at any time, regardless of your VIP level or player status. We aim to process all withdrawals within 48 hours of your request being sent, however, please note that most banks do not operate on a 7 day cycle and as such there may be a slight delay. We will, of course, keep you informed of the status of your withdrawal at all times.

Please see below the cash out process and associated timings:

Process and Times	0 Hours	1-24 Hours	7 Business Days
Withdrawal request
24 Hour Players Reversal Period
Verification documentation request (once off)			Player Dependant *
Withdrawal approved & processed
Payment to player's nominated bank account or web wallet
Player receives funds **

* Once all verification documentation has been received and verified, the final processing will be completed by the casino within 24 hours.
** Payments to local bank accounts will be processed within 7 business days however this period may vary from bank to bank. Please note as per our casino terms and conditions, withdrawals of progressive jackpot winnings may take longer.

Payment options

We've selected the most trusted, efficient and effective payment methods to ensure that your deposits and withdrawals are a breeze. After careful research and much deliberation, we've chosen a variety of payment options to best suit the needs of all our customers. Please visit the cashier or click here to choose the best option for you.

If you have a preferred payment method that is not currently available at the casino, please let us know and we will try our utmost to investigate the possibility of adding the option to our site. Please email manager@grandreefcasino.com to escalate your query to a member of management.

Safe and Secure Gaming

Whilst enjoying your time at Grand Reef Casino, you can be 100% sure that all your transactions are safe and secure as we use only the highest quality security systems and encryption available. We hold a valid SSL certificate for all promotional items and you can rest assured that all player personal information is kept strictly confidential and private in every circumstance and will never be sold to any 3rd party.

Fair Gaming

To ensure that you enjoy the best gaming experience available online, we have opted to have our servers hosted by Playtech N.V. This means that Grand Reef Casino has no control over the outcome of any game or the result of any game. We believe this to be the best way for our players to experience completely random and fair gaming.

Playtech has done a number of tests and analysis to determine the randomness of games offer at Grand Reef Casino. After testing millions of games, the verdict is clear: Playtech have reported 100% randomness on all their software. In addition to giving you this ease of mind, we also publish payout certificates on a monthly basis, and have our casino software examined periodically by an independent third party accounting firm. All our games are tested by Technical Systems Testing North America Inc. (TST) to confirm their fairness.

Our Games

We will always offer the widest range of online games available through Playtech. Once any new game becomes available, we always aim to notify our players first. In order to ensure that the games are of the utmost quality, we undertake a number of internal tests before making the game available on our software. Should there be a slight delay in the game becoming available on our software, it is simply because we want to ensure that the game is suitable, safe and contains a whole lot of entertainment value.

Promotions, Competitions and Giveaways

We run regular daily, weekly and monthly promotions to ensure that you always have the best possible chance of winning big. We try to keep our promotions fun and interesting and give you the chance of winning anything from free bonus credits and cash prizes to all expenses paid trips and tickets to the hottest events. Visit our promotions page to find out what promotions we're currently running.

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