What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Rembrandt Casino - Verification and withdrawal takes soooo long

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Verification issues
Amount € 5000
Posted on July 21, 2020

On 15th of July I had a 15.000 balance on Rembrandt Casino, after depositing 1500 euro. A really good session, but then the problems started. I uploaded my documents through their website the same evening. One day later I got an e-mail to send my documents via e-mail. I did immediately, and told in that e-mail that I also used their website to upload it. Since that moment I heard nothing back from them. I tried Live Chat 2 days ago, they could not help me. Today I tried Live Chat, but it was offline even it is in the hours of operation. I sended multiple e-mails to their support, but no reaction at all. From the 15.000 there is still 5.000 pending. The rest (thats my own fault) is gone while playing.

As you can imagine I want my account verified and I want the 5.000 euro still pending a.s.a.p. with a good reaction from this casino.

Posted on July 22, 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 July 22, 2020

Today i received my first reply by e-mail with this:

"After checking with the relevant department, I can inform you that your documents have been sent for review. This process is usually done within 48 hours, however it can sometimes have a little bit of a delay due to circumstances out of our hands."

48 hours they say? It's now almost 200 hours. . . .

Still not verified and withdrawal still pending.

Posted on July 24, 2020

And another 48 hours passed without verification, no communication and withdrawal still pending. . . This is really terrible service, I uploaded all documents on the moment I started playing at their site, almost 2 weeks ago. The same documents all other casino's I played on accepted in hours, not days and certainly not weeks.

I feel like they are delaying everything on purpose to not pay me.

Posted on July 27, 2020

And another 3 days have passed without verification, and offcourse no withdrawal. All i got is standard copy/paste answers and no solution.

13 days for verification. . . . . with the exact same documents i use for other casino's that take from 3 hours to 24 hours to verify me. I never use(d) bonusmoney, all raw cash deposited and they refuse to verify me and pay me. This is an absolute disgrace so far.

Posted on July 27, 2020

Update from an hour ago, they finally verified my account and told me that in an e-mail. But no word about my pending withdrawal for 2 weeks now. . .
----------
Dear Wesley,

Thank you for your reply.

We have check that with our relevant department and I would like to inform you that your account verification has been completed.

Let us know if you have more questions, we are happy to help you!


Sincerely,
Mare
Rembrandt Players support
Rembrandt Casino
------------

Let us know if you have more questions? YES off course, I want my cash out people. Replied again to their support. I wonder. . .

AskGamblers
Posted on July 27, 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.

AskGamblers
Posted on September 21, 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 21, 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 €5000 was approved from our end on 30th of July 2020 and it has been split in 2 installments, as per our Terms and Conditions.

First installment has been done on 30th of July in the amount of €2500 and second installment has been done on 20th of August in the amount of €2500.

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 September 21, 2020

Dear @WessieNL,

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/s. 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.

Posted on September 21, 2020

Resolved after many weeks, many emails and loads of frustration. Closed my account immediately there.

AskGamblers
Posted on September 21, 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.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy