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Rembrandt Casino - Ignoring all my requests for self-exclusion and deposit limits

posted on October 27, 2015.

I have sent them 4 mails, 4 days in a row about closing my account since there is no self exclusion or limit setting abillity in the casino.

Im a compulisve gambler and i cannot controll myself i feel as they have understood this and just let me keep depositing and losing nearly 1000 euros now. In fact after my first mail about closing the account they let me deposit over 800 euros... They dont even respond to my mail, or messages. The chat is never avalible.

What kind of casino operation is this? Are they allowed to do as they please?

posted on October 28, 2015.

They have now closed or froze my account, but even after i stated gambling problem they still asked if i wanted a deposit limit instead.

I would also like an answer as to why they didd not respond to my emails? But instead just sent me bonus offers and free bonuses to lure me into playing more

posted on October 29, 2015.

Hi there,

We have verified and checked your complaint; however we have found the following information:

You registered in our casino on October 25th, 2015.

You made a few deposits and on the same day, October 25th, you sent one message to our support desk in which you asked for an account closure. This email was then followed by you with a few more deposits on October 25th and 26th.

In our support FAQ and on the support page we specifically mention a response time within 24 hours for tickets and our live-chat opening hours; it is not a correct statement that our live-chat support is closed all the time during the day.

On the morning of October 26th you sent another message informing us that you have posted a complaint on Askgamblers website.

On October 26th before midnight, we installed a deposit block on your account, and queued your 2 emails received for response. This makes a total of 2 tickets received from you, not 4 like you have stated. And both of those tickets have been responded to accordingly by our support agents.

Next day, October 27th, an entire account freeze was subsequently installed by our player management department.

From our side your complaint is unfounded and premature as your request is resolved and would have been resolved within the reasonable, but more importantly specified timeframe as seen on our support and FAQ pages.

posted on October 29, 2015.

I left several messages with you. Anyways my account is now closed so this is resolved. But you should concider letting players block themselves on the website. And also please stopp sending me promo emails, as i got one today aswell.

This is resolved on my end atleast.

posted on October 30, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.