Basically I was playing on Rembrandt casino. I finished playing a slot machine and had 140 euros left, I went back to the casino lobby so i could choose my next game. All of a sudden my balance was down to 0.45 euros. I sent an email to the support team, heard nothing back. I have sent around 6 or 7 emails to them now asking for someone to contact me to let me know what is going on. I have spoke to numerous people on "live support" but just keep getting told the same thing - we can not help you with it as the finance team are handling it so i will have to email them. I have had not 1 reply from the department that is handling my claim and found some of the people i spoke to on live chat very rude with bad attitudes. It has been 4 days now and still I know absolutely nothing and no one will bother to give me any type of help. So to sum it up my money has vanished from the casino and no one will give me any sort of information about what the hell is going on. I have seeked legal advice and was told to report them to the gaming board, when I told someone in live help that I had been advised to do this they replied "that is funny advice, legal are useless". I am disgusted at the lack of customer care and support and will be letting as many people as possible know not to use Rembrandt casino because money just vanishes and no one knows why.
The player is missing to recount part of the story:
The player is forgetting to mention the most important facts:
- he has deposited by credit card;
- he was asked for his KYC documentation when he made a withdrawal;
- while verifying the players KYC data; it turned out that he did use a credit card from another person for his deposit;
- we had asked him 7 times to file additional KYC documents and provide us with the consent from the card holder he used for his deposit.
- we repeated our KYC requests (7x) in the period 05/11/2013-14/11/2013
- we received the KYC documentation on the 14/11/2013
- his KYC information was approved on the 15/11/2013 and he has been notified
- he filed his complaint on the 15/11/2013, a response to his missing funds was given on 17/11/2013 and followed up on 18/11/2018.
The issue seems to be resolved as such. and the funds were added to the players account. He made a withdrawal.
We have also checked his concerns and comments regarding "rude behavior of our support team" and I can assure that this not the the case.
Between 10/11/2013 and 15/11/2013, Dean has received many emails from support: it is incorrect to state that there has been no communication from teh casino.
The complaint has been reopened upon casino's request and we would like to give it one more chance for a successful resolution.
We got information that the complaint was solved long ago. Please can you confirm this? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.
Rembrandt Casino complaints
- 7 of 10 resolved
- 2 days avg response
- 1 week avg complaint life
- 8,842 USD avg amount
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