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Rembrandt Casino - Ignoring me and delaying everything

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Delayed payment
Amount € 2500
taavv Finland
Posted on June 17, 2020

Hello
Registered on 5th june and deposited 150e and after winning i set a limit so i would ot be able to play more till my account is verified. So also sent documents on 5th june and sent documents.
I sent them all documents other than one because for the last document i needed to go to the bank. so the first documents were verified within 4h and the next day i sent the bank document and now all i get is the stalling tactic. It has now been a 11 days and all i get from livechat is the same copy paste text everyday. They even refuse to tell me anything. They say it can be more than a month. Also terms and services says verification. is maximum up to 48hours that is also written in askgamblers.
My deposit was raw money without any bonuses used.
i liked the casino and there is a big selection of the games but the process of just verifying my account takes way too long.
I am hoping with askgamblers help we will be able to solve this.
Also once it gets verified i will keep the complaint open till my withdraws are successful too.
I can not comprehend how casino like that is open if they will not give any info and takes more than 2 weeks to verify few documents which actually takes matter of minutes. I don't know why the email is showing no . between first name and last name , also does that on the wepsite but registered email is . in the middle and emails also come to my mail.
It is too scary to wait 2 weeks and no info given and money stuck , i ofcourse set a limit so no matter what i will not play any of the money before everything is settled. Since i used raw cash and no bonus they can not take it away from me.


Thank You.

taavv Finland
Posted on June 18, 2020

Hello , after talking to them still everyday , they refuse to answer any questions and never speak to me like a human , it is only the same copy paste text that i get every day.
But today something weird happened they sent me an email (attached screenshot)
What was inside shocked me because i have clearly sent them the bank statement (also attached)
It is bank statement from bank , physically printed from them with a template with every detail needed on there and even more personal details than needed. Perfectly lined picture all corners all everything shown , clear as day.
So they have absolutely nothing to do and they write that the document is still missing. Chat can not confirm this and gives me another copy paste, Eventhough last time support said they received the document and it is being reviewed.
It has now been total of 13 days that it has taken for them to verify the account after sending near perfect document photos which have not even a little bit wrong with them but they still have failed to review them and lie that they have not received it or if they did they sent me that i am still missing the document. If there was something wrong with the document , by law they would have had to point out the issue with the document.

taavv Finland
Posted on June 18, 2020

The fact that they did not respond to my message where i sent the documents , they instead sent me a new email so they could pretend as if they did not receive it.

taavv Finland
Posted on June 18, 2020

added attachements.

Posted on June 19, 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

taavv Finland
Posted on June 22, 2020

Casino requestes an exrea document which i can get on thursday because it is holidays here and banks are closed till thursday. will update once ive aent them the socument.

taavv Finland
Posted on June 26, 2020

okay sent the bank document with all the needed info on it. lets see if it takes 2 weeks again.

Posted on June 30, 2020

Dear Player,

Your documents are received and being reviewed by the Legal department.

You will be notified over your email regarding the progress of your case as soon as possible.

Have a good day.

Sincerely,
Rembrandt casino Management team

taavv Finland
Posted on July 1, 2020

seems it takes again more than a week to review an official bank statement with all the righr detaila etc.
It haa been total of 25 days now. and so far they refuse docents that they say they accept. But now i sent them a hard physical bank statemwnt with every correct detail and more.
Any suggeations what ii should do?
Now it already starts feeling like they are stealing from me.
@Askgamblers

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.

taavv Finland
Posted on July 4, 2020

at 02.07 they confirmed and verified my document which means my account is verified.
But as i guessed 2 days and withdraw is still pending like it has been for 1 month now.
Not sure how it takes longer than 1 month to process a payment.

AskGamblers
Posted on July 8, 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.

taavv Finland
Posted on July 8, 2020

it has been 5 days since my account got verified.
Withdraw is still pending.

AskGamblers
Posted on July 11, 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.

taavv Finland
Posted on July 15, 2020

please advise me what i should do it has been 14 days since i got my account verified and withdraw still pending and everyday chat gives me copy paste responses.
Please tell me what i should do?

AskGamblers
Posted on July 24, 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.

AskGamblers
Posted on August 28, 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 August 28, 2020

Dear Customer,

We have checked your account and seeing that your account is now verified, and everything is in order, we can confirm that your payment request of €1000 was approved from our end on 26th of July 2020 and our bank confirmed the payment release on the same day.

Your second payment request from 28th of July in the amount of €1500 has been split into installments, as per our Terms and Conditions. First installment was done on 10th of August in the amount of €500 and the second installment was done on 20th of August in the amount of €1000.

The funds must have reached your account already and we would kindly ask you to confirm this.


Kind regards,
Rembrandt Casino Complaints Team

AskGamblers
Posted on August 28, 2020

Dear @taavv,

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.

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