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Rembrandt Casino - Unjustified 'multi-account' accusations

Michiel Claeys Belgium
posted on September 19, 2016.


One month ago I created an account at Rembrandt Casino. I deposited 200 euros and start playing. Now I have 1540,01 euros on my account. I fulfilled all the bonus requirements and It was possible to withdraw this money. After sending my documents and be completely okay, my account has been frozen. The reason: they told me I had more than 1 account on the same IP address. This is not correct, I only have 1 account on Rembrandt Casino. You can read the whole story on the supplied images.

Michiel Claeys Belgium
posted on September 21, 2016.

The rest of the conversation, see attachment.

posted on September 21, 2016.

Hello there! As we have explained in our previous e-mail replies, your account was found connected to the same IP usage with 2 more accounts registered in our brand. Our terms and conditions, that are yet the same like all the other online casinos have, are clear on this matter : there is only 1 account allowed per 1 IP. We have also requested the KYC verification documents for the 2 other accounts, which remained unresponsive. All of the proofs to back up our statements will be sent to the Askgamblers Team as soon as possible to decide upon this complaint.

Michiel Claeys Belgium
posted on September 21, 2016.

Once again, I have no idea why I'm linked to these 2 accounts. I have only one account, claeysmichiel, registered one month ago from my laptop at home. I have never heard of the 2 other usernames. Why do these 2 other persons don't react? Are these accounts inactive? Do they gamble? When are they registrated? I just know Rembrandt Casino for 1 month. Isn't it possible because a support agent has logged in on my account to help me? What can I do to prove this, I'm getting really desperate. Can I try to contact the other 2 users to clear this out? Why do I have to lose 1540 euros? I deserve this money. It's just so unfair, please justify this.

posted on September 23, 2016.

Hello again,
Please note that we have just sent all of the proofs backing up our statements to the responsible Askgamblers team. Thank you.

posted on September 24, 2016.

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Rembrandt Casino where it is clearly displayed that player shared his IP address with more than one account. Player by these actions violated general term #10.9.b

10.9 We reserve the right, at our sole discretion, to offer and advertise from time to time promotions, bonuses or other special offers and each such offer will be subject to specific terms and conditions which will be valid for a limited period of time. You acknowledge and understand that separate terms and conditions exist with respect to promotions, bonuses and special offers, and are in addition to this agreement. These terms are outlined in the relevant promotions information/details pages. We reserve the right to cancel/change/stop marketing promotions at any time without prior notice. In connection with the specific terms of the above promotions, bonus and special offers, we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. In addition, we reserve the right to withhold or otherwise decline or reverse any pay-out or winning amount or amend any policy in the event that we suspect that you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing game or a new game.

We may deem a customer's behavior as “Abuse” for any of the further cases ( but not reserved only to these solely):
b. If the Player creates multiple accounts, uses IP hiding software, as only 1 account per household, person, IP is allowed (unless awarded prior email approval by management);

Based on the above and that player's deposit was returned, AskGamblers Complaints Team considers this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Rembrandt Casino.