What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Rembrandt Casino - Delayed withdrawal of €1,840 euro for 2 weeks

REJECTED
Complaint Info
Disputed casino Rembrandt Casino
Reason Delayed payment
Amount € 2701
Murmancha Netherlands
Posted on May 3, 2019

Hello .

I have a problem with getting my money from Rembrandt casino for almost 2 weeks. I have contacted them a several times through chat and e-mail, but still just get promisses. I deposit 740 euro from Skrill, and with winnings it became 1863 euro. They suggested me first to transfer some sum to my bank account for varification, what I have done. A transfer of 23 euro was approved on 28th of April, but I still do not have it on my account. Now they say that they are working on my withdraw to Skrill (with is not safe enouph to there opinion(!!!)) But it takes way to long. Also I did not get any answer where is the fisrt withdraw.

I hope for your assistance to solve this situation.

Kind regards, Natalia

Posted on May 6, 2019

Dear Player,

Your payout request of 23 euro has been approved on the 28th of April and later sent out. Bank transfer method has been used for this transfer as you have not requested a different payout method.

The time frame for bank transfers is up to 5 business days. We can see that you have already informed our support team that the payout was not received but do note that since the 28th April was on Sunday your payout has been sent out the next day.
By now you should already have received this transfer. If you insist on the opposite, we would like to request that you provide us with proof of this by sending in the following document to our support team:
- a bank statement showing your incoming transactions from the 28th April until today ( all sensitive information can be covered).

Once we have the document we can look into the payout details further.

Best Regards,
Rembrandt Casino Team

Murmancha Netherlands
Posted on May 6, 2019

Hello.


In first instation I have asked for a withdraw to Skrill of the whole sum (1860+ euro), I have used Skrill for a deposit, so it would be logical to withdraw to it back. U were insisting however on the bank transfer, so I did ask to do it with trial 23 euros.


The bank statement from 28th of April up to 6th of May was sent to u today (6th of May) in the morning. I would like to remind u that u are not authorised for asking of such kind of documents, but I have done it once.


I would like to know when I can expect 1840 euros to Skrill. It takes by some casino's a couple of seconds.


Would u please let me know your license number and of this adres is right: < address removed >

Best regards

Posted on May 8, 2019

Dear Player,

We have checked in with our finance team and would like to confirm that the payout of 23 euro you have requested has been successful. For this, you need to get in touch with your bank to check in as on our end everything looks fine. Keep in mind that a transfer fee might have been deducted from the amount and it most likely will reflect differently on your end.

Regarding your claims that the casino is not authorized to ask for your bank statement, we would like to appoint you to our Terms and Conditions. More specifically the below-extracted point 87:

87. The Company reserves the right, at its sole discretion and at all times to request documents to verify the following:
a. the identity of the registered account holder;
b. the authorization of the account holder to use a specific card; and/or
c. any facts and information provided to the Company by the Player.
https:­//w­ww.r­em­bra­ndt­cas­ino.co­m/terms

Since you have agreed to our terms upon creating your account you have also agreed that the company has the right to request documents from yourself including bank statement. As you will see further on point 88. of our terms providing a bank statement is also part of our verification procedure.


When it comes to the 1840 euro you have mentioned - this amount was never requested to be withdrawn and you can see it in your current casino balance. In order to request a withdrawal, you need to fill in a request form from your Rembrandt account. This is the only way we can process your request.
For eachrequest our system is designed in a way that will require entering your banking details - this is used for verification purposes. Our support team has already noted that your preferred payout method is Skrill and that will be considered upon your future payout requests.

We hope we have managed to clarify the situation to you.

Best Regards,
Rembrandt Casino Team

Murmancha Netherlands
Posted on May 8, 2019

Hello. Thank you for your replay.

Indeed I got withdraw of 23 euros on 7th of May, it took 10 days. But thank you. I have contacted you per e-mail immedeatly about that.

I have understood that as soon the bank account would be verified, what is done at the moment, and as promised by your collegue, I can use Skrill for the withdraw. Unfortunetely I still do not have that opportunity. Would you please inform me when it can be done. I hope it will not take another 10 days.

Kind regards

Posted on May 9, 2019

Dear Player,

We are happy to see that you have received your winnings.

As explained in the previous email, our system is designed in a way that will require entering your banking details - this is used for verification purposes. So you just need to request a payout at the moment using the bank transfer option (as this is the only one available). This does not mean that your payout will be necessarily transferred through that method but that it will be used as a means of verification to help to process your request.

Our support team has already noted that your preferred payout method is Skrill and that will be considered upon your future payout requests.

Please, keep in mind that document verification might as well be needed if you make a new withdrawal request. Feel free to contact our support who can inform you which documents will be needed for this purpose.

Best Regards,
Rembrandt Casino Team

Murmancha Netherlands
Posted on May 9, 2019

Hello,

Unfortunately I do not quite follow your proposition at this moment. Do I understand it wright that my bank account was already varified by first withdraw, and now I can use Skrill there for, as it was promissed? I've seen by other complaints of your players here that they were able to withdraw with Skrill. Would u please explain when I get that opportutinity finally. Of course I will send all nedeed documents, as I keep my word.

At the moment is the sum 1992 euro.

Kind regards

Posted on May 10, 2019

Dear Player,

In order o request a withdrawal what you need to do is the following:

1. Open your Lobby page and click on the "WITHDRAW" button.

Here are links that you can follow to get to your desired page.

Casino Lobby: https:­//w­ww.r­em­bra­ndt­cas­ino.co­m/p­lay­er/­lobby

Casino Wallet Withdrawal: https:­//w­ww.r­em­bra­ndt­cas­ino.co­m/c­ash­ier­/tr­ansfer


2. Fill in your details and submit.

You will be presented with a form to fill in your personal details for your payout request. Simply enter the amount you wish to payout, your name, IBAN and BIC then click the button below to submit your request.

What you should know is that:
- withdrawal requests are processed in approximately 48 hours.
- Once your request is processed you will be sent an email with information about the new status as it will change from pending to approved/declined.
- Entering your banking details with your request does not necessarily mean that this method will be used for the payout.
- There is a 10% transfer fee for e-wallets (which will apply in your case as you wish to withdraw via Skrill) applied on the payment provider's end.
- Your preferred payout method is already noted on your account and will be prioritized.


Best Regards,
Rembrandt Casino Team

Murmancha Netherlands
Posted on May 10, 2019

Hello
I find 10% fee for Skrill huge, never were asked by other casino's. But I would like anyway to withdraw with that kind of method. Still I really do not see it on my page, only bank transfer. Would you please check it again for me.

Kind regards

Posted on May 10, 2019

Dear Player,

The information about the transfer fee is included in our Terms and Conditions which you have agreed to already upon creating your account.
As explained several times above we would like to let you know once again that our system is designed in a way that has only the bank transfer option visible on the site. So you need to request the withdrawal selecting that one.

Choosing this option with your request does not necessarily mean that this method will be used for the payout. Your preferred payout method is already noted on your account and will be prioritized.

Best Regards,
Rembrandt Casino Team

Murmancha Netherlands
Posted on May 10, 2019

May I please have guaranty that it will be trasferred to Skrill? It takes just a couple of seconds. At the moment it is 2701 euro on my aaccount. So you keep 270 euro, and I receive 2430 euro on my Skrill account, wright?

I really would like to have this case closed as soon as possible.

Kind regards

Posted on May 13, 2019

Dear Player,

Your request for payout through Skrill will be considered as we have informed you on our previous posts.

We can see on your account that you have managed to request a payout on the 12th of May. Keep in mind that the amount that was requested is 602 euro and not 2430 as you mention. You have played some part of your balance and requested to withdraw the rest.

The estimated time frame for processing payout requests as per our terms is approximately 48 hours.

Your withdrawal request has been already checked by our payments team and is currently pending document verification. We also see that you have already been informed of this by our support department.

Please, do provide the requested document so we can process your request.

Best Regards,
Rembrandt Casino Team

Murmancha Netherlands
Posted on May 14, 2019

Hello. I would like to close this case as all winnings are gone doe sly strategy of payout of this casino. I wish I never had responded to there advertisment. Fornunately there are enough casino's which have respect to there clients, and do not use tricks for pay out. I feel free to leave my fair feedback here and in social nets. Honestly the worth experience ever with online casino.

Many thanks to the team of AskGamblers for there helpful assistance.

Best regards.

AskGamblers
Posted on May 14, 2019

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team has no other option, but to reject the case as the main complaints subject is no longer valid, unfortunately.

AskGamblers
Posted on August 26, 2020

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team has no other option, but to reject the case as the main complaints subject is no longer valid, unfortunately.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy