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Rembrandt Casino - Delayed verification respectively withdrawals

56 hours left for Rembrandt Casino to respond.
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Complaint Info
Disputed casino Rembrandt Casino
Reason Verification issues
Amount € 1050
Posted on October 16, 2020

Hello,
I have registered in Rembrandt Casino on the 26th of September, made some good winnings and wanted to make a withdraw 1050 €. On the 28th of September I was asked from the support to provide them with documents for my verification, which I did on the next day with an E-mail (29.09). Since then I'm still waiting for my verification, and my withdraws are still pending. I even uploaded the documents extra through their site. I wrote in the past 10 days almost every day to the live chat and/or the e-mail support, and I'm always getting the same answers with the ask for being patient, but it's really almost 3 weeks and I really don't understand the issue with this casino. I hope, that through askgamblers I can finally get the issue solved.
Thanks,
Best wishes, TTanka
p.s. sorry for my bad English

Posted on October 20, 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 October 20, 2020

Hello,
Thanks for the replay, let's hope so. I'm still waiting, soon it will be 1 month.

Cheers,
TTanka

AskGamblers
Posted on October 24, 2020

Dear Rembrandt Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on October 24, 2020

Dear Askgabmlers Team,
dear Rembrandt Casino,

just had again a live support chat with the site, and I'm still getting the same copy/pasted messages over and over again. To be honest I feel really frustrated now, since this casino needs almost 4 weeks to verify my account. I'm attaching screenshots of my chat log.

Thanks in advance,
Best Regards,
TTanka

Posted on October 24, 2020

Dear Customer,

Due to the sensitivity of these cases, limited information is provided by our legal department. We will kindly ask you to wait for our legal team’s conclusion. However, if our terms have been fully followed by you, there is no room for concerns.

We will be able to answer your questions the moment we receive more information from our legal department. Until then, we are left with no choice but to ask you for a little more patience. We do understand how inconvenient such situation can be, however, we do take our terms and conditions very seriously, so all the necessary checks have to be made.

We are sure that you this will be resolved in the shortest time possible.
Thank you for your understanding!

Sincerely,
Rembrandt Casino Complaints team

Posted on October 25, 2020

Still right here waiting
Cheers.
TTanka

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