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Rembrandt Casino - Delayed verification process and no withdrawal

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Delayed payment
Amount € 5000
Posted on August 31, 2020

I requested a payment on 08/17/20. I uploaded the documents for the verification to the homepage a few days before.

I was wondering that my account has not yet been verified and asked in live chat. They told me that they did not get any documents. Later they told me that only the bank statement and a proff of adress is missing. "Have you received our email from 14.8.2020?" I didnt get any mail. They told me to upload it again. I tried to upload it on the homepage but you cannot upload individual documents there. You have to upload all documents at the same time. I asked how it is possible that individual documents are missing. They said it was a technical problem on their site.

On 08/21/20 I asked the live chat again why my account is not yet verified. "I can see in our notes that we are still missing a bank statement with visible address that contains more than 1 visible transaction. :)"
The problem is that I didn't get any emails again. I sent another bank statement.

On the same day they sent me an email. "copy of a recent, not older than 2 months, utility bill visibly displaying your name, address, and date." I sent an new utility bill.

On 08/23/20 they wrote
"Please note that our Legal team checked the documents and they request the following for the verification process:
- copy of a recent, not older than 2 months, utility bill visibly displaying your name, address, and date
(Since the last file could not be opened)"
I have no idea why they cannot open a pdf file.
I sent the document again (pdf and png screenshot)

Since then nothing has happened. I'm still waiting for verification and payout. The people in live chat are friendly, but always send the same copy and paste replies. I should be patient.

it seems to me that they want to delay the payment.

Posted on August 31, 2020

Dear Customer,

Just confirming that we have received your request and working on the best possible resolution.
Please, allow the relevant teams some time to perform the necessary checks.
We will get back to you shortly.

Sincerely,
Rembrandt Casino Complaints team

Posted on August 31, 2020

okay, thanks for the quick reply

Posted on August 31, 2020

Dear Customer,

We have checked your account and we are happy to inform you that your account is verified. Since everything is in order now, we can confirm that your payment request of €5000 was approved and done from our end today, the 31st of August 2020. You should receive your winnings shortly.


Kind regards,
Rembrandt Casino Complaints Team

Posted on September 1, 2020

I can confirm that the status has changed from "pending" to "approved". Please leave the complaint open until i have received the money.

Posted on September 1, 2020

i have already received the money. Thanks for your help

AskGamblers
Posted on September 1, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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