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Rembrandt Casino - Not willing to pay

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Verification issues
Amount € 509
Makaroni Poland
Posted on October 19, 2020

Hello, currently i had an ongoing case with Rembrandt Casino.

They are declining my payment of 190EU, i already supported them with all the requested docs,

however every time they "lost it" somewhere in between or demend new ones going in circles, this process is already taking three months.

The documents i sent includes:

-Both sides of ID

-Bank slip with visible name/adress/date

-Exact deposit transaction in pdf i made on their site

-Ecopayz main page with all the details

-Skrill main page with all the details

-Ecopayz physical CARD i ordered just for that occasion

And over all this they demanded an statement from a bank that i do not posses a VISA/MASTERCARD that i also have sent them and had to paid for.

I am really hopeless its taking so much time,

Please help me resolving this,

Best Regards,

Makkaroni.

Posted on October 20, 2020

Dear Customer,

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 Complaints team

Makaroni Poland
Posted on October 21, 2020

Dear Rembrandt Casino,

Still waiting for that transfer, hope i get it before i die, its already three months :)

Best Regards,

Makaroni.

AskGamblers
Posted on October 24, 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 28, 2020

Dear Customer,

We have checked your case. Please allow us to inform you that as per our Terms and conditions your account can not be verified if we do not receive all necessary documents.

On multiple occasions we have requested from you a proof of address. Usually we receive this in the form of a utility bill that players receive on their name and address, however since you have reported that you do not receive utility bills on your address, we have offered you multiple alternatives for providing us with such proof (phone bill, internet bill, tax document, insurance bill, etc.). As the last option for such proof we have asked you to send us a legal document that proves your residency on the address that you have registered on your casino account.
Such documents are usually issued by the Police office or Immigration office, depending on the country you are living in.

It is important that the proof of address has a date of issue which states that it is not older than 2 months. Once we receive this document from you, we will be able to verify your account and process your withdrawal request.

Kind regards,
Rembrandt Casino Complaints Team

Makaroni Poland
Posted on October 30, 2020

Hello Rembrant Casino,

i already sent you my bank statement with visable date, adress and name.

Same bank i made an deposit from.

Also sent you an statement from bank that i do not posses a VISA with them (all details visable)

Over that ihave sent you skrill, ecopayz document + extra statement from them that i am me,

with all requested details: name, adress and date.

All documents above meet your criteria,

Please do not make a problem and withdrawal my funds you holding from three months,

wasting enormous ammount of time.

Posted on November 2, 2020

Dear Customer,

We have checked all the documents that you have sent us and please be informed that as a proof of address we did not received any document with all necessary information visible. Each physical Ecopayz document, that you have received on your living address is missing the date of issue, and the one you have sent us in pdf version is missing your living address. The Skrill document can not be accepted as proof of address since it is not a bill that you receive on your living address.
If you do have any type of bill that has all necessary information on one page (date of issue, your full name and address) please send us on suppor­[email protected]­emb­ran­dtc­asi­no.com so we can finish this process of your account verification.

Kind regards,
Rembrandt Casino Complaints Team

Makaroni Poland
Posted on November 2, 2020

Hey, thanks for fast reply Rembrandt Casino :)

I think i already sent you theese documents three times,

but well i will resendend you it again or ask ecopayz for such thing.

All the best to you.

Makaroni Poland
Posted on November 4, 2020

Hello, i just sent ecopayz document including: name, date and adress.

Best Regards,

Posted on November 5, 2020

Dear Customer,

We have checked the documents that you have sent us.
Unfortunately these can not be accepted as a bill or a proof of address.
The screenshot you have sent us is a screenshot of your online profile and pdf version that you have sent us is just a screenshot converted to pdf.

As we have stated many times before, proof of address has to be in the form of a bill you receive on your living address, not from an online account that you possess. Unfortunately until you provide us with a proof of address in correct format we will not be able to verify your account. Therefore I would advise you to either contact Ecopayz to check with them if they can provide you with such bill or provide us with a legal document from either Police or Immigration Office with which you can prove to us that you are living on the address that is stated on your casino account.
Thank you for your cooperation.

Kind regards,
Rembrandt Casino Complaints Team

Makaroni Poland
Posted on November 8, 2020

Hello,

Dear Rembrandt Casino, i did provide you with official bank statement that i do not posses VISA on the accoun­t(i­ncl.na­me.a­dr­ess.date)

You requested it as final resolution to this case.

I can share it with askgabmblers.com team if there is any doubt about it.

Best Regards,

Makkaroni.

Posted on November 12, 2020

Dear Customer,

We have already checked the official bank statement that you do not possess that VISA card, however, that document can not be accepted as proof of address. Proof of address has to be a document that you receive on your living address, not older than 2 months and can not be issued from the bank.

Kind regards,
Rembrandt Casino Complaints Team

Makaroni Poland
Posted on November 12, 2020

Hi there Rembrandt,

I just sent you another paper that i got two days ago, invoice bill on my living adress with all details: adress, name and date.

Please proceed my withdrawal

Best Regards,

Makkaroni.

Posted on November 13, 2020

Dear Customer,

We have checked your account and we are happy to inform you that your account is finally verified. Since everything is in order now, we can confirm that your payment request of €509 was approved and done from our end today, the 13th of November 2020. You should receive your winnings shortly.


Kind regards,
Rembrandt Casino Complaints Team

AskGamblers
Posted on November 13, 2020

Dear @Makaroni,

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.

Makaroni Poland
Posted on November 17, 2020

Hi there, i just got the transfer,

Thank you Ask Gambler's Team.

AskGamblers
Posted on November 17, 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.

Rembrandt Casino Complaints

  • 50 of 56 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 3,017 USD avg amount

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