Complaint #95 Rembrandt Casino

Dispute with Rembrandt casino and no response for over 30 days

By Mikebits

5 years ago

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.

Best regards,
Michael

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.

Disputed Casino Rembrandt Casino

Reason Wrong calculations

Amount €6022.95

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rembrandt Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Rembrandt Casino

• Representative

5 years ago

Dear Mikebits,

we have sent the same email to you with proofs attached, but for the sake of closing this thread please see below:

1. with regards to the official notification on the conclusion of your request and issues with missing winnings, we have sent you, via the designated VIP manager at that moment, a clear outline on the finalization of the case (date 6.7.2020.) outlining the amounts you are entitled to and information those are now fully manually added to your account.
Additionally we have followed up on 9.7.2020. via the same designated VIP manager with a statement in the last line that the service was offered and given on the issue you have had and that we will not proceed with the full refund request which you requested.

We consider this as a clear communication that your case is solved on our end.

2. the proof of missing funds adjustment is also in this thread, and also the proof that you have requested the payment of those with 2 payouts that are successfully processed from our end (proofs of the wires directly from our bank account are also attached in the thread we sent you).

3. with regards to the SAR, we again remind you to kindly address this to our legal team at legal.department@rembrandtcasino.com including your full name and username and include details of the specific information you require and any relevant dates and they will be able to assist you in the most appropriate and timely manner.
If you need more guidance please visit this page https://tapmydata.com/consumer-guide-how-to-make-a-subject-access-request/

Kind regards,

Complaints team
Rembrandt Casino

AskGamblers

• Support Team

5 years ago

Dear Mikebits,

We would like to use this occasion and inform you that no GDPR related matters can be subject to AskGamblers Casino Complaint Service, which we hope you may understand. Therefore these should be forwarded to the relevant authorities, if needed.

Dear Rembrandt Casino,

Kindly note that the AskGamblers Complaint Team responded to your email and is still awaiting additional information from your team.

Thanks in advance for your cooperation.

Mikebits

5 years ago

Hello support agent,

Would you please be so friendly and take the slightest effort to forward me that same “relevant proof” you mentioned?

You mention things that I have absolutely no knowledge off and you have ignored my emails since the 14th of July without ever reaching a conclusion.

It is obvious that you’ve decided to simply ignore my complaint and SAR (still waiting for an EMAIL reply on that as well) and have no intention whatsoever to solve this amicably. However, now that this situation has become public, I’d appreciate it if you can formulate your complete statement regarding my complaint and SAR as a reply to my email.

Can you please just answer three simple questions.
1. Why do you refuse to answer my email?
2. Why do you refuse to comply with my Subject Access Request?
3. Can you send me all the proof you mentioned as I have not received this up to this date

Last but not least: After over 60 days of waiting you only now tell me that I should send my SAR to a different email address. I have discussed this with my lawyer and my email to support@rembrandtcasino.com is a legally sustained method of making the SAR. This information has been forwarded to the GDPR authorities.

Disappointed and disgusted regards,
Michiel

Rembrandt Casino Complaint Stats

Resolved 72 / 79

Avg. Amount $2,686

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Rembrandt Casino Complaints

See all complaints for this casino

Approved withdrawal not paid

I am filing this complaint regarding an approved €3,500 withdrawal from Rembrandt Casino that remains unpaid, despite repeated confirmations and follow-up messages. Below is a detailed timeline of the events, with supporting screenshots attached.

Timeline:

7 July 2025: I received confirmation that my account verification (KYC) was fully completed.

7 July 2025: I was informed that my €3,500 withdrawal had been approved. The first instalment of €900 was said to be “on its way” and should arrive in approximately 2 working days. The second part was scheduled to be paid “around 14 July.”

10 July 2025: I contacted the casino asking why the €900 had not arrived after 3 days. I requested immediate confirmation, proof of transaction (e.g. SWIFT), and an explanation.

11 July 2025: I received a vague reply citing “technical issues” as the reason for the delay.

11 July 2025: I responded by setting a clear deadline:

1. Proof that the €900 had been sent

2. A timeline for the remaining €2,600

3. Delivery of the first payment and confirmation of the full plan by Monday, 14 July

14 July 2025: I have received no payment, no proof, and no new reply from the casino.

Concerns:

• The casino has failed to send the €900 as promised

• No proof of payment has been provided

• The remaining €2,600 is still without schedule

• Their communication is vague, referring only to “technical issues”

What I request:

1. Immediate proof and delivery of the €900 payment

2. A clear and dated payment schedule for the remaining €2,600

Additional context:

In addition to this approved withdrawal:

• I currently have a €1,500 withdrawal request pending approval

• My account balance is approximately €10,000, which I intend to withdraw later

These are not part of the current complaint but show the overall seriousness of the situation.

Unresolved

€3,500

600 eur withdrawal not paid

I made a €1200 withdrawal on RembrandtCasino.com on 31/10/2024. At the time, both the chat and email support confirmed that my total withdrawal had been paid. A week later, I was informed that this withdrawal was split into two installments, with the second installment of €600 scheduled for completion on 16/11/2024.

It is now already 20/11/2024 in the afternoon, and the money has not been paid. You use the Trustly payment method, which typically takes 0–1 banking days to process to Danske Bank. Furthermore, you have not responded to any of the emails I sent on 16/11 and afterward, and you have removed the chat feature from your website. The last time I heard from your team was on 6/11/2024.

Please pay the missing €600 as soon as possible and stop delaying payments. You even promised in an email that your team would ensure my withdrawal was completed on 16/11/2024. This is not the first time you have delayed payments—this also happened many months ago during the account verification process, which took an excessively long time.

It’s now 2024, and a €1200 withdrawal takes almost a month. In website you promise fast payouts and you promise 24h response in emails. Is this what you consider good service?

Unresolved

€600

Scratch win not credited

Quite simple. I won 2024€ in a scratch card at rembrant casino 20.10.2024 and it didnt transfer to my balance. I have been in contact multiple times with the casino about it they have sent the case to the relevant department. Since then i get apologies and explanations about that the department might be busy. After reading a couple of askgamblers reviews about this casino and after asking ask gamblers chat where the operator told that this kind of a error should not take long to correct. The operator also recomended to submit a complaint. I feel that if I dont submit a complaint nothing will happen. I attached screenshots of my chats with the casino and a picture of the scratch card win.

Any help will do. Feel free to ask if you need some more information.

Unresolved

€4,323

Unpaid win 700

The withdrawal was made on 17/10/2024.

They told me 1-2 working days it's now the 4th and still has not arrived in my account and I'm absolutely fuming.

They say it's been processed from their end yet has not cleared my account. I have heavy bills this week and really need these funds this is unacceptable please help me get in contact with management as to what in the world is going on...

Resolved

$700

Money stuck after hard verification process

I won 403€ with deposit bonus 15.8.2024. I tried to withdraw it but I had to complete verification process. That was a hard one because casino asked information about deposits which I haven't even done to this casino. Finally I got that completed and they told that withdrawal is now paid 7.9.2024. Well I have not received any money in my bank account and I can't receive any information about that withdrawal where I can see the details of it. Casino page only shows this withdraw, see the attached file.

Unresolved

€403

Withdrawals not yet received to bank account

I am writing this email about Rembrandt Casino -withdrawal mess I am facing.

I am a new player on this gaming website(with username- < removed >). I started playing with no deposit money, Later deposited a couple of times 20 euros and played and won 100s then I converted that to 1000s to my winnings, At the end luckily I made around 3k. I withdrew 2200. Before that, I provided all documents(ID , Utility, bank statement -proofs) for verification as requested on their website. They were approved within the next 4 days.

They approved my pending and On February 23rd one of their executive from the legal department emailed me that I would receive payments in 2 installments 1100e each within 5 working days and the rest after 6th March. I agreed to that. Until 1st March I checked my bank account, and I didn't receive anything. Upon their request, I provided a bank statement since the day I withdrew and also by rechecking contacted the bank if I have any payment from Condor Gaming. nothing yet.

I emailed their legal department requesting them to resolve the issue. I got a reply to provide my bank statement from 22.02.24 to till date. I have been following through through online chat/email replies to their legal department. Now it's already 7th March neither I received 1st installment nor the 2nd installment.

An executive from their legal department has been asking/requesting to show patience as their team is working to resolve this issue swiftly. It's been more than 10 days now I hear the same news through emails or chat.

I kindly request your assistance in investigating the matter and ensuring a swift resolution with Rembrandt Casino

Details:

Casino: Rembrandt

My User Name: < removed >

Withdrawal Amount: €2200

Their conditions 1st installment: €1100(before 20th February)/2nd installment: €1100(lastest by 6th March)

Withdrawals Request Start Date: February 23, 2024

I appreciate your prompt attention to this matter and anticipate updates on the progress of your investigation.

Resolved

€2,200

Withdrawn has took over 6 weeks

I have waited my 1000€ istallment now from 6weeks, they said istallment gonna take place 22th december. So its been from that also already 5 weeks. I have provided them my bank statement and they always gonna say that they look at it and its gonna be solved! Please help me!

I have contacted the many times and always same answers.

Resolved

€2,000

Delayed withdrawal 2000 EUR

Hi,

My withdrawal was approved ( 3000.00 EUR Withdrawal 09-10-2023 20:40:50 65246555ac2171.05843387 Approved )

The first payment was successful (1000 euros) . Second part of the withdrawal should have been processed 30.10.23 and the last payment 13.11.23.

They say that the payment has been successful from their side. But I haven't received them yet.

I have already sent them two bank statements. I had to prove that I hadn't received those two payments.

I got this email yesterday 21.11.23 :(Kindly note that after checking with our relevant department it is confirmed a payout was successful from our side therefore, please be so kind and allow it a little bit more time to reflect on your account.

Let me remind you that given the fact we are not processing financial transactions on our own, once payout is released we can longer impact it. Although such delays rarely happen, sometimes they can occur, but this certainly is not the standard we hold up to, and we do apologize for the inconvenience)

I can't see it on my account...

Resolved

€2,000

My withdrawal in the amount of 1300 delayed

Hi.

04-10-2023 My withdrawal was accepted, after week from that they said money was sent.

Money still did not arrive in my bank account. Today it's 36 days from the approved withdrawal of 1300 EUR. If I write to the chat or to support they keep telling me things like "Please be more patient", "it's strange, money should be in your account already", and "Funds should be in your account very soon". Sorry, but I see over 70 complaints on AskGamblers about delaying withdrawal with the same problem so there is probably something wrong with their financial department and it must be resolved.

If they made a transaction it should be on my account in a maximum of 3 days, I have no unusual bank. From my side everything is ok.

So I am asking for help AskGamblers company because it's very frustrating and stressful.

Thank you.

Resolved

€1,300

My withdraw in the amount of 2000 EUR is delayed

Hi.

5/09/23 Was approved my withdrawal and after some verification money was sent 12/09/23 (they said).

Money still did not arrive in my bank account. Today it's 16 days from the approved withdrawal of 2000 EUR. If I write to the chat or to support they keep telling me things like "Please be more patient", "it's strange, money should be in your account already", and "Funds should be in your account very soon". Sorry, but I see over 70 complaints on AskGamblers about delaying withdrawal with the same problem so there is probably something wrong with their financial department and it must be resolved.

If they made a transaction it should be on my account in a maximum of 3 days, I have no unusual bank. From my side everything is ok.

So I am asking for help AskGamblers company because it's very flustrating and stressful.

Thank you.

Resolved

€4,842