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Rembrandt Casino - Missing Payout and Many Excuses

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Delayed payment
Amount € 140
Posted on November 28, 2017

Ive been waiting for more than a week to receive my payouts. Yet i still not recrive anything. Below are my chat with their support on how they gave many excuses about my missing payouts. I have requested 2 withdrawal which only 30euro (16.11) and 110 (22.11) Both of payout are already approved status. I dont havr any ideas how long would it takes to get my payments. it is just only a small amounts of winnings yet it so complicated and many excuses given.
Heather: Hi how are you?
Muhd Hafiz: Any updates regarding my withdrawal
Heather: Give me a moment please to check your account
Muhd Hafiz: Ive checked my account today yet still nothing coming in
Heather: I received your email today with the missing documents and I have forwarded them to the relevant department earlier today, I have also informed you of this by email
Heather: You will be informed accordingly when the process is complete
Muhd Hafiz: when
Muhd Hafiz: isnt it already approved
Heather: The bank statement was forwarded also so we are waiting for an update
Muhd Hafiz: what update?
Muhd Hafiz: so u are telling me actually my payout is not processed yet
Heather: There was a payout made on 22/11
Heather: which you were informed can take up to 5 business days , weekends not included
Muhd Hafiz: in our previous chat you asking me to be patience my payout will come in 5 days
Heather: Yes that's the 22/11 payment
Muhd Hafiz: Im concerned on my 1st withdrawal k
Muhd Hafiz: I still not received both of payments
Heather: And you sent a screen shot for the 16/11 payment
Muhd Hafiz: BOTH payments i still not received
Muhd Hafiz: What screenshot?
Muhd Hafiz: And now you asking me to be patience for how many days?
Muhd Hafiz: Why is the status for the both payment is approve but actually it is not process yet
Muhd Hafiz: Are you really paying to your customers
Muhd Hafiz: and now you asking for missing KYC when actually my account is already verified
Muhd Hafiz: What is this? Almost 10days waiting for only 30euro
Muhd Hafiz: I dont know whay will happen to my 2nd withdrawal. Hopefully i will receive my payments. Can you note your financial department it will be easier to transfer via skrill. It wont be this long.
Heather: They were sent to you and you said you did not receive the ones from 16.11, then we asked you for a screen shot of the bank statement
Heather: You sent that to us and we forwarded it to our financial department
Heather: So we are waiting for an update on this, the other payment was sent 22/11 which makes today day 3 because the weekend does not count
Heather: it is 5 business days
Muhd Hafiz: Ya i know
Muhd Hafiz: The thing is my first withdrawal is more than 5 days already
Muhd Hafiz: Then you are telling me the same reason for my 2nd withdrawal
Heather: It is stated in our T&C also, they are looking into the first one for you, the second one is not late
Muhd Hafiz: How can i guarantee that will come to my account when my first withdrawal is not coming yet it is more than 5days
Muhd Hafiz: Have you informed your financial department that im not received both of the withdrawal yet
Muhd Hafiz: It is stated in our T&C also, they are looking into the first one for you, the second one is not late. What do you mean by this.
Heather: Yes they are aware of this and they have your bank statement
Heather: In our T&C it states that it can take up to 5 business days, weekends not included, which makes today day 3 on the 22/11 payment
Muhd Hafiz: What about my withdrawal on the 16th? Can you count for me how many days already
Muhd Hafiz: 😉
Heather: This one they are looking into for you
Heather: That is why we asked for the screen shot so they can find out if there were any errors with payment providers or bank and they will inform us as soon as they have an update
Muhd Hafiz: why do they need to see my skrill info that i used to deposited
Muhd Hafiz: Do they considered of my request to payout via skrill
Heather: It is noted that you request Skrill
This live chat session is no longer active

Posted on November 28, 2017

Dear Muhd Hafiz,

I have checked with our financial department and they have informed me that both the withdraws have bounced back to us because the account number provided is incorr­ect­/in­com­plete.

I have send you an email with more details about extra information we require to process the withdraws successfully.

Please provide us with the requested information.

Thank you.

Posted on November 28, 2017

Please provide me with receipt of transactions from your side if its really processed. Ive already call my bank yet there are no any transactions to my account which are pending

AskGamblers
Posted on December 2, 2017

Dear Rembrandt Casino,

Please let us know if there's some update regarding this case.

Posted on December 2, 2017

NO updates from them.

Posted on December 2, 2017

Sending email wrong people! Who is Maiju???

---------- Forwarded message ----------
From: Support
Date: Friday, 1 December 2017
Subject: [0FA-21B2CF99-026B] Missing KYC Request
To: < email removed >


Dear Maiju,

Thank you for your message.

We cannot verify your account and complete the processing of the withdrawal unless we have all the requested documents. As per terms you have 30 days to send the documents.

"In the event You are not able to provide Us with the requested documents, within a reasonable time frame not exceeding thirty (30) days from the date of Our request, We may close your Player's Account and/or Your withdrawal may be refused and/or Your winnings can be voided. These consequences may also occur in the event the player is found to have supplied false or misleading information. Provision of a false or invalid phone number may additionally result in a delay in Your requests."

Have a good evening.

Let us know if you have more questions, we are happy to help you!


Sincerely,
Heather
Rembrandt Players support
Rembrandt Casino

Posted on December 3, 2017

Thanks i received my winnings today via Skrill!

AskGamblers
Posted on December 4, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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