In the week of June 4th, I registered and placed bets on Rembrandtcasino.com after seeing an advertisement. During my gameplay I noticed that some winnings were not added to my balance. I reached out to their support and after submitting the exact details of that particular bet, they confirmed that the winnings were indeed not added to my balance and was reassured that these funds would be added later. I then plaid a bit more and noticed more winnings did not update correctly and multiple of my deposits were also not added to my balance. I contacted support again and after again submitting all kinds of information they flat out denied that there were any issues. After about a month of emailing back and forth and giving them all information I could gather, they finally admitted that there was over €6000 in game play winning errors and deposit errors missing from my account and that I would get this back from them.
However, these funds were never released to me and I am certain that there are even more funds that “went missing” due to the “game play errors” on their end. There’s no way for me to know exactly how many errors occurred or how much funds are missing so I made a Subject Access Request for them to provide me with the information I need to know how many deposits, how many bets, how many winnings, etc.
At that point, on the 14th of July, 2020, they stopped replying my emails entirely. Not a single response up to this date (August 20, 2020). I advised them kindly that they are legally obliged to comply with my request or ask for more time within 30 days but still, no reply.
I then emailed them from 3 different addresses and every single time get an instant reply. They then ask for my username on which I give them my original support ticket number and username after which they, again, stop replying.
I had a “VIP” manager who has also stopped replying on WhatsApp and Email.
My emails are friendly and simply asking for something that is my legal right, the subject access request, and I’d like to know their stance in the situation with the errors that occurred.
I now hope that placing this here will get their attention and that Rembrandtcasino will offer me a solution to the problems on their website that resulted in funds of mine going missing.
I’ve attached screenshots of the email were they state that after investigating they found no missing deposits and only one missing winnings. And the second email (after I had to push for a second investigation for almost a month) they admitted that much more was missing than they previously claimed.
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