Complaint #10 Rembrandt Casino

Accept wagers from UK players against the law!

By Porgi1234

10 years ago

Message on forum

I opened account at rembrand last year but as I'm in the uk I was unable to deposit or play netent games so gave up!, I later found Sieger casino but found the same scenario , left accounts opened hoping one day they mite get a uk licence, along came b-bets (sent to my email with welcome offer which I took them up on!) but same thing did not have visa payments , one night I was bored I contacted rembrand who explained I could deposit with entro pay , and I could play games , it worked !! Well sort of as I was on a mobile device could only play a few games as I was in uk !(not sure if this legal in my juristriction but hey I was in the casino ) took a turn fir the wort and gambled and kept depositing until I doent all my money !😟 anyway I contacted support with a request to self excluded, first thing they asked was which casino am I playing??! Errrrr this one rembrand!!! I wish to self exclude as I only have small funds in my bank I did not wish to use as these were fir living expenses, very in helpfull I need to send an email as they do not have the facility to close account!!! No this is serious I could end up depositing my housekeeping money you need to clise account for me!!! They wouldn't !!! Anyway sent email had a break and next day account still live ! Gues what deposited my last £££! And lost it all not happy they weren't ther to help me !! Any way cut along story short , on my next pay cheque signed into seiger used same details and debut card no problem ! And b-bets Aswel ! Gambled all my money thinking I could win back losses , iam a sensible person hiw did I get sucked into this ??! Anyway closed these accounts eventually after them asking all the questions under the sun! But they still send me promos ! I later discoverd they are all the same company condor gaming but licences in curaco, not sure there allowed to accept uk players ? I informed them I had a gambling problem they made it hard for me to self exclude all accounts had exactly the same login and debit card details they told me it's my responsibility to close each account at each site I've requested refund from seiger and b bets , but they are not intrested they state it's all my fault I've requested there licence details to make a formal complaint and each time they cut off the chat!, I feel they have not helped me they have all the tools and database to block players with gambling addiction but will not bother using them , iam still RECIEVING email promos which I've had to stop , once I pretended to be a new player on online chat and asked if they allow excluded players to join sites in there group and they confirmed it was against there policy, they should of block froze suspended all my accounts as soon as I told them of my troubles , iam due to be refunded thousands , I hardly gambled before I joined them and have not gambled since, I was sucked in by it all and feel discusted how they operate in this way and prey on gamblers and will not help , I've tried to get the matter escalated but they don't want to know please help

Disputed Casino Rembrandt Casino

Reason Other

Discussion

AskGamblers

• Support Team

10 years ago

AskGamblers Complaints Team have been provided with enough information from both parties involved into this dispute to confirm the following findings:

1/ Upon examining the chat transcriptions and emails exchanged between player and Rembrandt Casino, Casino Sieger and b-Bets Casino it became obvious that player was totally in aware of what he was doing in all these brands. Player tried to put himself into a win-win situation with the aforementioned casinos either by keeping it quiet while playing and trying to win or requesting deposits refund in case of a loss due to previous self exclusion with one of the casinos operating under the same group. While we could agree with the fact player declared gambling addiction and his account with Rembrandt has been closed as per his request, we do not accept as normal the subsequent player's behaviour of playing in Casino Sieger and b-Bets Casino and requesting deposits refund only after he lost. Although player was duly informed /on several different occasions/ that all the aforementioned brands are operating as separate entities regardless of their shared ownership, player preferred to keep trying the same tactic across all of these brands which is a clear proof that player was not acting in a good faith and his problem had nothing to do with gambling addiction.

2/ Regardless of the bogus self exclusion claim though, AskGamblers Complaints Team consider some of the actions of Rembrandt Casino representatives in this particular case as not proactive and fast enough having in mind the nature of player's request of permanent self exclusion due to gambling addiction. The fact whether a self exclusion request came from a player who is acting in a good or bad faith is irrelevant and any casino must do its best to close such an account as soon as possible and to continue working on further clarification only after that account is blocked accordingly. As a result, Rembrandt Casino and all other brands under Condor Gamings umbrella initiated changes into their overall Responsible Gaming policy and procedures and we strongly encourage them to keep updating these changes.

3/ In regards of player accusations towards Rembrandt Casino operations with UK players without the necessary licencing, we have been confirmed that all the necessary changes were applied to all casinos operating under Condor Gamings umbrella to prevent UK players from opening accounts and playing.

Based on all the above, AskGamblers Complaints Team took the decision to reject the case due to player's bogus accusations. In case of a disagreement with our decision, we encourage player to seek further assistance from the relevant licensing which is responsible for Rembrandt Casino operating license.

AskGamblers

• Support Team

10 years ago

This complaint has been reopened upon request from both sides and we would really like to give it one more chance and help both parties involved to reach to a satisfactory resolution.

AskGamblers

• Support Team

10 years ago

Based on everything stated in the complaint thread we consider this complaint unresolved. Also we didn't get any evidence from casino that they acted according their self-exclusion policy.

We encourage player to seek further assistance on this matter from the relevant licensing authority responsible for Rembrandt Casino.

Porgi1234

10 years ago

U say all your sites have different entity's and databases , but above u state clearly you were able to see me make deposits at other brands after self excluding !!?? Like I said before u were fully aware of my gambling problems and did nothing fir me , u even monitored my accounts at other brands and watched me deposit into them !!? You state you don't have access etc to other brands but clearly you do ! I deposited at other sites yes but because I was tempted by your offers and promos you sent me although I was self excluded you still allowed me to play , and also u continued to allow me to deposit once self exclusion was in progress ! I requested my accounts to be shut immediately but you don't have this facility nor can u manually suspend my accounts , this is a very poor system u have in place fir players wishing to exclude with gambling problems , iam discusted how I've been treated and feel you have taken advantage of my situation for more profit in your company ! You run different sites under different names but all the money goes to one company ! To be excluded from one site is nonsense is u allow players to play at your other brands ! It's only now that it has come to light that you have blocked me from all sites ! This should of been done in the first place to help protect me from gambling problems , you stated you have answered all my requests which is not true as every time I joined the chat and asked fir regulated licence details I was cut off !! I'm stil awaiting this information , as goodwill you should be reversing the deposits made from the sites mentioned

Rembrandt Casino Complaint Stats

Resolved 72 / 79

Avg. Amount $2,686

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Rembrandt Casino Complaints

See all complaints for this casino

Approved withdrawal not paid

I am filing this complaint regarding an approved €3,500 withdrawal from Rembrandt Casino that remains unpaid, despite repeated confirmations and follow-up messages. Below is a detailed timeline of the events, with supporting screenshots attached.

Timeline:

7 July 2025: I received confirmation that my account verification (KYC) was fully completed.

7 July 2025: I was informed that my €3,500 withdrawal had been approved. The first instalment of €900 was said to be “on its way” and should arrive in approximately 2 working days. The second part was scheduled to be paid “around 14 July.”

10 July 2025: I contacted the casino asking why the €900 had not arrived after 3 days. I requested immediate confirmation, proof of transaction (e.g. SWIFT), and an explanation.

11 July 2025: I received a vague reply citing “technical issues” as the reason for the delay.

11 July 2025: I responded by setting a clear deadline:

1. Proof that the €900 had been sent

2. A timeline for the remaining €2,600

3. Delivery of the first payment and confirmation of the full plan by Monday, 14 July

14 July 2025: I have received no payment, no proof, and no new reply from the casino.

Concerns:

• The casino has failed to send the €900 as promised

• No proof of payment has been provided

• The remaining €2,600 is still without schedule

• Their communication is vague, referring only to “technical issues”

What I request:

1. Immediate proof and delivery of the €900 payment

2. A clear and dated payment schedule for the remaining €2,600

Additional context:

In addition to this approved withdrawal:

• I currently have a €1,500 withdrawal request pending approval

• My account balance is approximately €10,000, which I intend to withdraw later

These are not part of the current complaint but show the overall seriousness of the situation.

Unresolved

€3,500

600 eur withdrawal not paid

I made a €1200 withdrawal on RembrandtCasino.com on 31/10/2024. At the time, both the chat and email support confirmed that my total withdrawal had been paid. A week later, I was informed that this withdrawal was split into two installments, with the second installment of €600 scheduled for completion on 16/11/2024.

It is now already 20/11/2024 in the afternoon, and the money has not been paid. You use the Trustly payment method, which typically takes 0–1 banking days to process to Danske Bank. Furthermore, you have not responded to any of the emails I sent on 16/11 and afterward, and you have removed the chat feature from your website. The last time I heard from your team was on 6/11/2024.

Please pay the missing €600 as soon as possible and stop delaying payments. You even promised in an email that your team would ensure my withdrawal was completed on 16/11/2024. This is not the first time you have delayed payments—this also happened many months ago during the account verification process, which took an excessively long time.

It’s now 2024, and a €1200 withdrawal takes almost a month. In website you promise fast payouts and you promise 24h response in emails. Is this what you consider good service?

Unresolved

€600

Scratch win not credited

Quite simple. I won 2024€ in a scratch card at rembrant casino 20.10.2024 and it didnt transfer to my balance. I have been in contact multiple times with the casino about it they have sent the case to the relevant department. Since then i get apologies and explanations about that the department might be busy. After reading a couple of askgamblers reviews about this casino and after asking ask gamblers chat where the operator told that this kind of a error should not take long to correct. The operator also recomended to submit a complaint. I feel that if I dont submit a complaint nothing will happen. I attached screenshots of my chats with the casino and a picture of the scratch card win.

Any help will do. Feel free to ask if you need some more information.

Unresolved

€4,323

Unpaid win 700

The withdrawal was made on 17/10/2024.

They told me 1-2 working days it's now the 4th and still has not arrived in my account and I'm absolutely fuming.

They say it's been processed from their end yet has not cleared my account. I have heavy bills this week and really need these funds this is unacceptable please help me get in contact with management as to what in the world is going on...

Resolved

$700

Money stuck after hard verification process

I won 403€ with deposit bonus 15.8.2024. I tried to withdraw it but I had to complete verification process. That was a hard one because casino asked information about deposits which I haven't even done to this casino. Finally I got that completed and they told that withdrawal is now paid 7.9.2024. Well I have not received any money in my bank account and I can't receive any information about that withdrawal where I can see the details of it. Casino page only shows this withdraw, see the attached file.

Unresolved

€403

Withdrawals not yet received to bank account

I am writing this email about Rembrandt Casino -withdrawal mess I am facing.

I am a new player on this gaming website(with username- < removed >). I started playing with no deposit money, Later deposited a couple of times 20 euros and played and won 100s then I converted that to 1000s to my winnings, At the end luckily I made around 3k. I withdrew 2200. Before that, I provided all documents(ID , Utility, bank statement -proofs) for verification as requested on their website. They were approved within the next 4 days.

They approved my pending and On February 23rd one of their executive from the legal department emailed me that I would receive payments in 2 installments 1100e each within 5 working days and the rest after 6th March. I agreed to that. Until 1st March I checked my bank account, and I didn't receive anything. Upon their request, I provided a bank statement since the day I withdrew and also by rechecking contacted the bank if I have any payment from Condor Gaming. nothing yet.

I emailed their legal department requesting them to resolve the issue. I got a reply to provide my bank statement from 22.02.24 to till date. I have been following through through online chat/email replies to their legal department. Now it's already 7th March neither I received 1st installment nor the 2nd installment.

An executive from their legal department has been asking/requesting to show patience as their team is working to resolve this issue swiftly. It's been more than 10 days now I hear the same news through emails or chat.

I kindly request your assistance in investigating the matter and ensuring a swift resolution with Rembrandt Casino

Details:

Casino: Rembrandt

My User Name: < removed >

Withdrawal Amount: €2200

Their conditions 1st installment: €1100(before 20th February)/2nd installment: €1100(lastest by 6th March)

Withdrawals Request Start Date: February 23, 2024

I appreciate your prompt attention to this matter and anticipate updates on the progress of your investigation.

Resolved

€2,200

Withdrawn has took over 6 weeks

I have waited my 1000€ istallment now from 6weeks, they said istallment gonna take place 22th december. So its been from that also already 5 weeks. I have provided them my bank statement and they always gonna say that they look at it and its gonna be solved! Please help me!

I have contacted the many times and always same answers.

Resolved

€2,000

Delayed withdrawal 2000 EUR

Hi,

My withdrawal was approved ( 3000.00 EUR Withdrawal 09-10-2023 20:40:50 65246555ac2171.05843387 Approved )

The first payment was successful (1000 euros) . Second part of the withdrawal should have been processed 30.10.23 and the last payment 13.11.23.

They say that the payment has been successful from their side. But I haven't received them yet.

I have already sent them two bank statements. I had to prove that I hadn't received those two payments.

I got this email yesterday 21.11.23 :(Kindly note that after checking with our relevant department it is confirmed a payout was successful from our side therefore, please be so kind and allow it a little bit more time to reflect on your account.

Let me remind you that given the fact we are not processing financial transactions on our own, once payout is released we can longer impact it. Although such delays rarely happen, sometimes they can occur, but this certainly is not the standard we hold up to, and we do apologize for the inconvenience)

I can't see it on my account...

Resolved

€2,000

My withdrawal in the amount of 1300 delayed

Hi.

04-10-2023 My withdrawal was accepted, after week from that they said money was sent.

Money still did not arrive in my bank account. Today it's 36 days from the approved withdrawal of 1300 EUR. If I write to the chat or to support they keep telling me things like "Please be more patient", "it's strange, money should be in your account already", and "Funds should be in your account very soon". Sorry, but I see over 70 complaints on AskGamblers about delaying withdrawal with the same problem so there is probably something wrong with their financial department and it must be resolved.

If they made a transaction it should be on my account in a maximum of 3 days, I have no unusual bank. From my side everything is ok.

So I am asking for help AskGamblers company because it's very frustrating and stressful.

Thank you.

Resolved

€1,300

My withdraw in the amount of 2000 EUR is delayed

Hi.

5/09/23 Was approved my withdrawal and after some verification money was sent 12/09/23 (they said).

Money still did not arrive in my bank account. Today it's 16 days from the approved withdrawal of 2000 EUR. If I write to the chat or to support they keep telling me things like "Please be more patient", "it's strange, money should be in your account already", and "Funds should be in your account very soon". Sorry, but I see over 70 complaints on AskGamblers about delaying withdrawal with the same problem so there is probably something wrong with their financial department and it must be resolved.

If they made a transaction it should be on my account in a maximum of 3 days, I have no unusual bank. From my side everything is ok.

So I am asking for help AskGamblers company because it's very flustrating and stressful.

Thank you.

Resolved

€4,842