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Rembrandt Casino - Withdrawal problems

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Delayed payment
Amount € 248
Korneev Netherlands
Posted on June 23, 2019

Hello AskGamblers, maybe you can mediate again. After Svenbet last week, I now have problems with Rembrandt casino. Payment was made last Monday (100 hours ago) and status is still new and I can cancel it. Is about 248 euros. Again a lot of contact with the live chat, which always asks for my patience. Not played with bonuses so they have to give me clarity. Those bookmakers from Curaçao and Malta all seem to do the same. Thanks in advance for the mediation.

Posted on June 24, 2019

Dear Player,

We have checked your payout request and we would like to inform you that in order to process it, we will need you to verify your account. A complete list with all necessary documents needed has been sent to you via email.
Furthermore, as per our records, you have only contacted our support team on the 21st where they informed you that the withdrawal request will be checked shorty and on the 23rd where you have mentioned about your complaint here. Please, be informed that our live chat agents are not responsible for handling complaints and therefore have forwarded you to communication on AskGamblers forums as of your statement.
Later, on the 21st, after you have been informed by our agent that the payout will be processed soon, our relevant department has done all the necessary legal checks on the request and concluded that account verification will be required.

Please, reply to the email from suppor­[email protected]­emb­ran­dtc­asi­no.com that you have received and submit the verification documents required to complete this process.

Best regards,
Rembrandt Casino Team

Korneev Netherlands
Posted on June 24, 2019

The documents have now been sent for verification. Please make urgent treatment of it. I have been waiting for a week now.

That I was referred by live chat to AskGamblers is bullshit. This is an action that I have taken myself. If I hadn't done that, nothing would have happened or said.

This is a strategic move, allowing sensitive players to cancel their payout. Then to lose everything. I now know how bookmakers are.

So hurry up !!

Have a good day

Korneev Netherlands
Posted on June 26, 2019

Account has been verified by Rembrandt as indicated. Then I expect that immediate payment will be made to the bank. Unfortunately, this is still not the case. Meanwhile, 9 days later, with 0 euros received. Ridiculous, can you help me AskGamblers?

Posted on June 28, 2019

Dear Player,

We would like to confirm that your account verification has been successfully completed on the 26th of June and later that day the payout request of 248 euro was processed. You have been sent an email once the payout request was approved on our end. Please, note that bank transfers may take up to 5 business days to arrive. We ask you to check in with your bank in the coming days and confirm the receiving the payment.

Best regards,
Rembrandt Casino Team

Korneev Netherlands
Posted on July 1, 2019

still not received a euro, so please keep the status open.

Posted on July 1, 2019

Dear Player,

Your payout is expected to arrive on your end until Wednesday this week.
We kindly ask you to check in with your bank and confirm.

Best regards,
Rembrandt Casino Team

Korneev Netherlands
Posted on July 3, 2019

it's Wednesday and still no money received. how are you going to solve this? compensation also seems to be appropriate.

Korneev Netherlands
Posted on July 3, 2019

Hello AskGamblers, Again contacted Rembrandt tonight, because they did not keep their promise. Receive 0 euros on my bank account. Now I suddenly have to send bank statements for the last 6 days. They don't trust me, there is only 1 organization that cannot be trusted and that is Rembrandt Casino. They play the average game; Do not make a 6-day payment, then request verification and delay 6 days, then finalize a payment where you do not receive anything and again delay 7 days to today. Unbelievable for 248 euros honestly won money, I hope this message will cost them more because customers don't sign up here. BE WARNED. I play with many bookmakers: unibet, Mr Green and within a maximum of 16 hours I have money there. So it can't be wrong at my bank. I just sent them my bank statements and set an ultimatum. No money tomorrow before 5 pm and I will approach the license holder in Malta. Unfortunately I have had to deal with 24bettle more often. It also seems that the live chat people (Lilly, Brian) support many bookmakers. I came across these names at 24bettle and bet90 too, can't be a coincidence. Or AskGamblers can give you advice so that this organization can take their responsibility?

Korneev Netherlands
Posted on July 3, 2019

See also the message from my Dutch friend ChrisB344 here. It experiences exactly the same. Rude and non-cu­sto­mer­-fr­iendly organization

Posted on July 5, 2019

Dear Player,

We are sorry for the delay that was caused with your payout. We understand that this was frustrating to you but we do assure you that we are constantly working on improving our services and assisting our clients as swiftly as possible. However, some matters with this transfer are beyond our control. Since we are not a financial institution, we are dependent on payment providers to wire the payout transactions from our end to yours. There are rare occasions where a delay can occur due to different reasons, but we always strive to achieve one main goal which is making sure that your winnings arrive to you. Our work is concentrated on making your gambling experience pleasant and enjoyable.
Regarding the payout request in question, we have received a confirmation from our finance team that there is a success noted for the transaction, which means that the wire was successful. Could you kindly, check in with your bank and confirm?

Best regards,
Rembrandt Casino Team.

Korneev Netherlands
Posted on July 8, 2019

I finally received money. All took a very long time. In conclusion, I want to warn every reader not to play with 24bettle or rembrandt casino. It's all puppet theater. Thank you AskGamblers for mediation

AskGamblers
Posted on July 8, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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