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Rembrandt Casino - I can not withdraw to Skrill

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Verification issues
Amount € 342.9
patrool Russia
Posted on May 16, 2020

Hello. I have a problem with the conclusion. I want to get the funds in accordance with casino regulations. Paragraph 93 of the rules states: Withdrawal from the player 's account may be addressed only to the person registered in the player 's account and in accordance with the terms and conditions specified on the website. Withdrawal of funds is carried out along the same route from which funds were received.
Casino employees violate their own rules and claim that I should make the first conclusion on a bank card. I would very much like to withdraw the funds to Skrill account. I contributed money from my Skrill account. I 'm from Russia, and we have big commissions and bad treatment of those who play in the casino. I can have problems at my job. So I want to get a win on my Skrill account. I can provide any other information to verify my account, receipt, or photo. Thanks

AskGamblers
Posted on May 16, 2020

Dear @patrool,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on May 18, 2020

Hello,

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 Management team

Posted on May 21, 2020

Dear Player,

Kindly be informed that Skrill transaction is possible only after completing our mandatory KYC procedure.

This is due to the reason that we are obliged by law to confirm every player and player’s data before paying out.

Our Customer Support have sent you an email with a list of all the needed documents required for KYC verification.

Once the KYC is completed, your withdrawal method will be set to Skrill and our Financial department will honour your preference.

Sincerely,
Rembrandt Casino Management team

patrool Russia
Posted on May 24, 2020

I see your letter. Now my country is quarantined, so I need a few days to provide you the necessary documents.

Posted on May 28, 2020

Dear Player,

Please feel free to take your time.

Once you have the document, simply send it to our Support over suppor­[email protected]­emb­ran­dtc­asi­no.com

Have a pleasant day!

Sincerely,
Rembrandt Casino Management team

patrool Russia
Posted on May 31, 2020

Hello. I sent necessary documents.

patrool Russia
Posted on June 3, 2020

Hello, I sent the necessary documents to the casino. After, they requested additional documents. I am willing to provide them, but the casino requires a notary translation into English. I think it 's not fair. The state language in my country is Russian. Notary translation in my country costs more than 100 dollars per 1 document. I don 't have to spend my money to get winnings. How can we resolve this dispute?

Posted on June 5, 2020

Dear Player,

Kindly be informed that your case was once again checked by the Legal department.

The notarized and translated documents are required to complete the KYC procedure as per our Terms and Conditions you have agreed upon signing with us.

Feel free to refer to the Terms and Conditions: (https­://­www.re­mbr­and­tca­sin­o.c­om/­en/­terms )
"88. Condor Group has the right, exercisable at its sole discretion and at all times, to request documents necessary to verify the identity of the Account holder. This is carried out in order to ensure that payment of any winnings is being made to the correct person and/or the use of the Player’s Account conforms with this Agreement. For this purpose, We are further entitled, at our sole discretion, to require that You provide Us with a set of documents, which could include, but are not limited to:
(...)
b. a (notarized) proof of address, by sending us a utility bill and/or bank statement not older than 2 (two) months;
c. a (notarized) proof of banking information you provided us with by either depositing or making a payout request is on your name; "

We are looking forward to providing us the documents.

Have a good day!

Sincerely,
Rembrandt Casino Management team

patrool Russia
Posted on June 8, 2020

I can provide the documents soon. I have to go to the notary to certify the necessary documents. Please don 't close the complaint.

Posted on June 12, 2020

Dear Player,

Thank you for your confirmation.

We are looking forward to receiving your documents.

Have a good weekend.

Sincerely,
Rembrandt Casino Management team

AskGamblers
Posted on June 16, 2020

Dear @patrool,

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

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

patrool Russia
Posted on June 19, 2020

I worked hard and this week I didn't manage to get to the notary for certification of documents. In our country, there are long queues to see a notary. Please wait a little longer while I prepare the documents for you

Posted on June 23, 2020

Dear Player,

Thank you for your update.

We are looking forward to receiving your documents.


Sincerely,
Rembrandt Casino Management team

AskGamblers
Posted on June 26, 2020

Dear @patrool,

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

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

patrool Russia
Posted on June 30, 2020

I sent the necessary documents to the casino. Sorry for the delay. As I said, in my country it is difficult to get to a notary.

AskGamblers
Posted on July 4, 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 July 7, 2020

Dear Player,

Kindly be informed that the provided documents are being reviewed by the Financial department.

You will be informed over your email as soon as possible.

Have a good day.

Sincerely,
Rembrandt Casino Management team

patrool Russia
Posted on July 7, 2020

I got a letter from the casino a few days ago. Casino request documents again. They require the same document I sent, but in English. I want to draw your attention to the fact that the state language in my country is Russian. I can't get a receipt or bank statement in English. This is an official document, which is compiled in Russian only.

Notarial translation into English is very expensive. I don't have to spend money to get my winnings. Notary services cost more than I won.

I also want to draw your attention to the fact that the casino rules do not specify that the casino may require documents in English. I think it's casino abuse.

Please speed up my review. Or request alternative documents in Russian.

Posted on July 10, 2020

Dear Player,

Kindly be informed that your case was once again checked by the Legal department.

The notarized and translated documents are required to complete the KYC procedure as per our Terms and Conditions you have agreed upon signing with us.

Feel free to refer to the Terms and Conditions: (https­://­www.re­mbr­and­tca­sin­o.c­om/­en/­terms )

88. Condor Group has the right, exercisable at its sole discretion and at all times, to request documents necessary to verify the identity of the Account holder. This is carried out in order to ensure that payment of any winnings is being made to the correct person and/or the use of the Player’s Account conforms with this Agreement. For this purpose, We are further entitled, at our sole discretion, to require that You provide Us with a set of documents, which could include, but are not limited to:
(...)
b. a (notarized) proof of address, by sending us a utility bill and/or bank statement not older than 2 (two) months;
c. a (notarized) proof of banking information you provided us with by either depositing or making a payout request is on your name; and/or

We are looking forward to providing us the documents.

Have a good day!

Sincerely,
Rembrandt Casino Management team

AskGamblers
Posted on July 13, 2020

Dear @patrool,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Rembrandt Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

patrool Russia
Posted on July 15, 2020

I sent the document that asked the casino on June 30th. This is a statement from my bank, which is certified by a notary. I spent my money for a notary. I didn't get the data from the casino to check this document. So I duplicate the bank statement for the casino. I ask the casino to comment it. I've fulfilled all their requirements.

AskGamblers
Posted on August 6, 2020

Dear all,

This complaint has been reopened as per Rembrandt Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

patrool Russia
Posted on August 8, 2020

Hello, I sent additional documents to the casino:

Screenshot of Skrill transaction in Condor Gaming, copy of utility bill, bank statement certified by notary.

Each of these documents corresponds to a casino request. I also provided translation of these documents. I hope that this is enough to get a withdrawal.

AskGamblers
Posted on September 26, 2020

Dear all,

This complaint has been reopened as per Rembrandt Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on September 26, 2020

Dear Customer,

We have checked your account and all documents that you have sent us for your account verification. I am pleased to inform you that your account is now verified and you can request your withdrawal. Kindly be informed that your documents have been accepted despite the fact that they have not been translated and notarised, as a gesture of our good will and generosity.

Kind regards,

Rembrandt Casino
Complaints team

AskGamblers
Posted on September 26, 2020

Dear @patrool,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

AskGamblers
Posted on October 12, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

patrool Russia
Posted on October 13, 2020

Hello. I received a request from the casino that I have to make a deposit to get a conclusion. This is due to the fact that I have not made deposits for three months. According to the request
I made a minimum deposit and put the funds on withdrawal.

AskGamblers
Posted on October 17, 2020

Dear @patrool,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

patrool Russia
Posted on October 19, 2020

I made a minimum deposit 6 days ago as requested by casino staff. My conclusion in the status "under consideration." I did not receive letters or withdrawal from the casino. When can I get my money?

AskGamblers
Posted on October 19, 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 22, 2020

Dear Customer,

Having checked your account, we can see that you have made necessary payment that our Finance department reviewed and your withdrawal has been approved and done on 16th of October from our end.
Since we work with third party payment provider it can take some time until you receive your winnings, however you should receive your winnings shortly.
We kindly ask you to keep us updated on receiving your winnings.

Kind regards,
Rembrandt Casino Complaints Team

AskGamblers
Posted on October 22, 2020

Dear @patrool,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

patrool Russia
Posted on October 25, 2020

Hello. I didn't receive the payment. I'm still waiting for a transaction

patrool Russia
Posted on October 26, 2020

Hello. I received on my account Skrill 342.9 euros. It's not all money. Casino owe me 391 euros, but they gave only 342.9.

Why didn't the casino send me all the money? When can I get the rest?

Posted on October 28, 2020

Dear Customer,

We have checked your case. Allow us to remind you, as per our Terms and Conditions (Withdrawal Requests, article 90.),The Player also understands and agrees that depending on the specific locality of the player and preferred withdrawal option, a withdrawal fee may be applicable. Withdrawal fees that may be applicable are: 10% for the e-Wallet transfers and the total of the actual bank fee costs for the bank transfers. Any fees involved will be deducted from the withdrawn winnings.

Since you have requested a withdrawal of €381, 10% of that amount is €38.1 which when deducted from €381.10 is €342.9 that you have confirmed you have received.

Kind regards,
Rembrandt Casino Complaints Team

AskGamblers
Posted on October 28, 2020

Dear @patrool,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

patrool Russia
Posted on October 29, 2020

My problem is resolved. Thanks you

AskGamblers
Posted on October 29, 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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