Rembrandt Casino - Refusing to help me with Self Exclusion request

mysamsx Ireland
posted on October 16, 2015.

I have sent two messages through the website form requesting my account to be closed due to concerns regarding mmHg gambling and requesting self exclusion. I received no reply.
I also sent two emails to the support email requesting same and still no reply.
Today I contacted live chat and outlined my issues and request for self exclusion and I was informed that live chat could not do that and I was told to email, when I informed them that I had already sent an email and online form message I was informed that the process takes some time and too wait.
Now I admitted my gambling problem concerns, requested closure, this didn't happen and I kept playing and depositing.This, of course, was my choice to continue to deposit but if the casino acted responsibly and quickly then I wouldn't be writing this....please help.

posted on October 20, 2015.

Hi there,

We have acknowledged and verified your complaint, but we have found the following information:

You signed up with our casino on October 12th, 2015.

On October 15th, late afternoon, you sent the first message to our support desk in which you asked for an account closure.
This email was then followed by you with a few small deposits.

In our support FAQ and on the support page we specifically mention a response time within 24 hours; in fact this happens in most cases much faster.

On October 16th at 11:30 CEST, we installed a deposit block on your account, and queued your email for response. Before we could even respond to you, and after we already installed a deposit block, you filed the complaint.

This seems a bit premature, as within 24 hours we have acted and installed the deposit block, and by the afternoon of October 16th an entire account freeze was subsequently installed.

mysamsx Ireland
posted on October 20, 2015.

I note the reply and now my account is closed as requested. This process is still not sufficient or quick enough when players request self exclusion. Matter closed but I wouldn't be recommending this casino to any other players. No excuse for any delay when it comes to responsible gambling.

posted on October 20, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.