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Rembrandt Casino - Stalling verification and €24,000 payout over a month

RESOLVED
Complaint Info
Disputed casino Rembrandt Casino
Reason Verification issues
Amount € 200
Posted on May 15, 2018

Dear Ask-Gamblers-Team

i won 24000€ at Rembrandt Casino.
I wanted to get it paid-out and was asked by the Casinos Service Team to verify my account, by sending my personalia and other requested documents, which I did.
Since than (05.04.2018) I am waiting for the pay out.
I kindly ask you to support me in this issue.

Thanks a lot for your reply

Best regards
B. Schubert

Posted on May 17, 2018

Dear Birgit,

I have overlooked your account and found the following:

Your account was closed temporarily for investigation as multiple accounts were found using the same IP address. This is a violation of our terms and conditions. As listed below.
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47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as “multi-accounting” and as such is strictly forbidden.
48. In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.
-----
The investigation was completed and we have reopened your account.

In regards to your winnings, we have looked into these and found that the winnings of €24000 were made with no deposit free spins campaigns. You used 8 campaigns to gather these winnings and your winnings are limited to €200. (8 x €25) With the reopening of your account these winnings have been processed by our financial department.

The remainder of your winnings and balance have been waived. As per our bonus terms.
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1.2 Free bonuses

• In the event that you have received a free bonus (a no deposit bonus), the payout is limited to 10x the bonus amount. To verify your account and claim your winnings, a deposit must be made in the last 60 days or within 30 days after the claimed winnings. All currently offered deposit methods, except PaySafe, can be used to verify your account. All remaining free bonus winnings (requested to be withdrawn and/or remain in balance) exceeding maximum amount granted for payout will be waived.

• The payout for Free Spins is limited to a maximum of €25 per Free Spins campaign when issued as a No Deposit Bonus. When the Free Spins are given as a deposit incentive, the maximum is limited to €50 per Free Spins campaign.
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It will take between 2 to 5 business days for the winnings to be in your bank account.

Kind regards,

Rembrandt Casino

AskGamblers
Posted on May 20, 2018

Dear @nischaa,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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