Rembrandt Casino - withdrawal problems

posted on February 21, 2014.

I deposited 20 euro and received a 20 euro welcome bonus with a 60x playthrough. On the website you can clearly see your progress in the wagering requirements. I played only on slots and regularly checked my progress.

Finally I saw " Fullfilled Wagering Requirements:100%" and the TOTAL amount of my balance was withdrawable. I kept playing for some time and finally I made a withdrawal of around 200 euro's on monday evening. On the website it said that withdrawal request would be processed within 48 hours.

Wednesday night (after 48 hours) I still did not receive any conformation about my withdrawal so I asked live chat support what the status of my withdrawal was. They informed me that it was processed and that the money should be in my bank account in a few days.

The next day I get an email that my withdrawal request is denied because I did not fullfill wagering requirements yet. I asked live chat where the extra requirements came from because I clearly saw earlier that I fullfilled 100% of my WR and the total amount was withdrawable. I sent an email to their finance department but still did not receive an answer even though live chat support ensured me that I would get an answer the same day.

Now I was obliged to play through the extra WR that was needed but I lost 100 euro's in the process.

Can you help me in this matter because live support keeps saying they can only alert the finance department but I still did not receive an answer from them.

posted on February 25, 2014.

I got a list of my gaming history from them showing my wagering. The wagering showed ONLY my gaming on NETENT slots. However I also played on other slots on their site and do not see the wagering of that in my gaming history. BONUS TERMS do not exclude these games for wagering so they should count for my Total Wagering Requirements.

This also explains the difference in Wagering requirements. I asked for clarification in this matter but have yet to get an answer to why suddenly wagering on Other slots was not accounted for in my Wagering Requirements.

Whereas their Live chat was frequently available for contact, the last two days their live chat seems to always be unavailable for some reason.

Did askgamblers get any response from their support team regarding this matter?

posted on February 27, 2014.

We have settled this issue on the players behalf.

He was right that in the player report received, the selection made visible was only from Netent by mistake. We have checked the other game results, and alltough WR were still not 100% met, we have favoured this on players behalf. We assume that the issue is settled at players satisfaction as well.

posted on February 28, 2014.

Everything is settled! Issue is resolved.

posted on March 3, 2014.

 This complaint is solved!