Complaint #14 Rembrandt Casino

Unjustified 'multi-account' accusations

By Michiel C.

9 years ago

Message on forum

Hello.

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.

Disputed Casino Rembrandt Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

9 years ago

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.

Rembrandt Casino

• Representative

9 years ago

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

claeysmichiel

• Belgium

9 years ago

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.

Rembrandt Casino

• Representative

9 years ago

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.

Rembrandt Casino Complaint Stats

Resolved 72 / 79

Avg. Amount $2,686

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Rembrandt Casino Complaints

See all complaints for this casino

Approved withdrawal not paid

I am filing this complaint regarding an approved €3,500 withdrawal from Rembrandt Casino that remains unpaid, despite repeated confirmations and follow-up messages. Below is a detailed timeline of the events, with supporting screenshots attached.

Timeline:

7 July 2025: I received confirmation that my account verification (KYC) was fully completed.

7 July 2025: I was informed that my €3,500 withdrawal had been approved. The first instalment of €900 was said to be “on its way” and should arrive in approximately 2 working days. The second part was scheduled to be paid “around 14 July.”

10 July 2025: I contacted the casino asking why the €900 had not arrived after 3 days. I requested immediate confirmation, proof of transaction (e.g. SWIFT), and an explanation.

11 July 2025: I received a vague reply citing “technical issues” as the reason for the delay.

11 July 2025: I responded by setting a clear deadline:

1. Proof that the €900 had been sent

2. A timeline for the remaining €2,600

3. Delivery of the first payment and confirmation of the full plan by Monday, 14 July

14 July 2025: I have received no payment, no proof, and no new reply from the casino.

Concerns:

• The casino has failed to send the €900 as promised

• No proof of payment has been provided

• The remaining €2,600 is still without schedule

• Their communication is vague, referring only to “technical issues”

What I request:

1. Immediate proof and delivery of the €900 payment

2. A clear and dated payment schedule for the remaining €2,600

Additional context:

In addition to this approved withdrawal:

• I currently have a €1,500 withdrawal request pending approval

• My account balance is approximately €10,000, which I intend to withdraw later

These are not part of the current complaint but show the overall seriousness of the situation.

Unresolved

€3,500

600 eur withdrawal not paid

I made a €1200 withdrawal on RembrandtCasino.com on 31/10/2024. At the time, both the chat and email support confirmed that my total withdrawal had been paid. A week later, I was informed that this withdrawal was split into two installments, with the second installment of €600 scheduled for completion on 16/11/2024.

It is now already 20/11/2024 in the afternoon, and the money has not been paid. You use the Trustly payment method, which typically takes 0–1 banking days to process to Danske Bank. Furthermore, you have not responded to any of the emails I sent on 16/11 and afterward, and you have removed the chat feature from your website. The last time I heard from your team was on 6/11/2024.

Please pay the missing €600 as soon as possible and stop delaying payments. You even promised in an email that your team would ensure my withdrawal was completed on 16/11/2024. This is not the first time you have delayed payments—this also happened many months ago during the account verification process, which took an excessively long time.

It’s now 2024, and a €1200 withdrawal takes almost a month. In website you promise fast payouts and you promise 24h response in emails. Is this what you consider good service?

Unresolved

€600

Scratch win not credited

Quite simple. I won 2024€ in a scratch card at rembrant casino 20.10.2024 and it didnt transfer to my balance. I have been in contact multiple times with the casino about it they have sent the case to the relevant department. Since then i get apologies and explanations about that the department might be busy. After reading a couple of askgamblers reviews about this casino and after asking ask gamblers chat where the operator told that this kind of a error should not take long to correct. The operator also recomended to submit a complaint. I feel that if I dont submit a complaint nothing will happen. I attached screenshots of my chats with the casino and a picture of the scratch card win.

Any help will do. Feel free to ask if you need some more information.

Unresolved

€4,323

Unpaid win 700

The withdrawal was made on 17/10/2024.

They told me 1-2 working days it's now the 4th and still has not arrived in my account and I'm absolutely fuming.

They say it's been processed from their end yet has not cleared my account. I have heavy bills this week and really need these funds this is unacceptable please help me get in contact with management as to what in the world is going on...

Resolved

$700

Money stuck after hard verification process

I won 403€ with deposit bonus 15.8.2024. I tried to withdraw it but I had to complete verification process. That was a hard one because casino asked information about deposits which I haven't even done to this casino. Finally I got that completed and they told that withdrawal is now paid 7.9.2024. Well I have not received any money in my bank account and I can't receive any information about that withdrawal where I can see the details of it. Casino page only shows this withdraw, see the attached file.

Unresolved

€403

Withdrawals not yet received to bank account

I am writing this email about Rembrandt Casino -withdrawal mess I am facing.

I am a new player on this gaming website(with username- < removed >). I started playing with no deposit money, Later deposited a couple of times 20 euros and played and won 100s then I converted that to 1000s to my winnings, At the end luckily I made around 3k. I withdrew 2200. Before that, I provided all documents(ID , Utility, bank statement -proofs) for verification as requested on their website. They were approved within the next 4 days.

They approved my pending and On February 23rd one of their executive from the legal department emailed me that I would receive payments in 2 installments 1100e each within 5 working days and the rest after 6th March. I agreed to that. Until 1st March I checked my bank account, and I didn't receive anything. Upon their request, I provided a bank statement since the day I withdrew and also by rechecking contacted the bank if I have any payment from Condor Gaming. nothing yet.

I emailed their legal department requesting them to resolve the issue. I got a reply to provide my bank statement from 22.02.24 to till date. I have been following through through online chat/email replies to their legal department. Now it's already 7th March neither I received 1st installment nor the 2nd installment.

An executive from their legal department has been asking/requesting to show patience as their team is working to resolve this issue swiftly. It's been more than 10 days now I hear the same news through emails or chat.

I kindly request your assistance in investigating the matter and ensuring a swift resolution with Rembrandt Casino

Details:

Casino: Rembrandt

My User Name: < removed >

Withdrawal Amount: €2200

Their conditions 1st installment: €1100(before 20th February)/2nd installment: €1100(lastest by 6th March)

Withdrawals Request Start Date: February 23, 2024

I appreciate your prompt attention to this matter and anticipate updates on the progress of your investigation.

Resolved

€2,200

Withdrawn has took over 6 weeks

I have waited my 1000€ istallment now from 6weeks, they said istallment gonna take place 22th december. So its been from that also already 5 weeks. I have provided them my bank statement and they always gonna say that they look at it and its gonna be solved! Please help me!

I have contacted the many times and always same answers.

Resolved

€2,000

Delayed withdrawal 2000 EUR

Hi,

My withdrawal was approved ( 3000.00 EUR Withdrawal 09-10-2023 20:40:50 65246555ac2171.05843387 Approved )

The first payment was successful (1000 euros) . Second part of the withdrawal should have been processed 30.10.23 and the last payment 13.11.23.

They say that the payment has been successful from their side. But I haven't received them yet.

I have already sent them two bank statements. I had to prove that I hadn't received those two payments.

I got this email yesterday 21.11.23 :(Kindly note that after checking with our relevant department it is confirmed a payout was successful from our side therefore, please be so kind and allow it a little bit more time to reflect on your account.

Let me remind you that given the fact we are not processing financial transactions on our own, once payout is released we can longer impact it. Although such delays rarely happen, sometimes they can occur, but this certainly is not the standard we hold up to, and we do apologize for the inconvenience)

I can't see it on my account...

Resolved

€2,000

My withdrawal in the amount of 1300 delayed

Hi.

04-10-2023 My withdrawal was accepted, after week from that they said money was sent.

Money still did not arrive in my bank account. Today it's 36 days from the approved withdrawal of 1300 EUR. If I write to the chat or to support they keep telling me things like "Please be more patient", "it's strange, money should be in your account already", and "Funds should be in your account very soon". Sorry, but I see over 70 complaints on AskGamblers about delaying withdrawal with the same problem so there is probably something wrong with their financial department and it must be resolved.

If they made a transaction it should be on my account in a maximum of 3 days, I have no unusual bank. From my side everything is ok.

So I am asking for help AskGamblers company because it's very frustrating and stressful.

Thank you.

Resolved

€1,300

My withdraw in the amount of 2000 EUR is delayed

Hi.

5/09/23 Was approved my withdrawal and after some verification money was sent 12/09/23 (they said).

Money still did not arrive in my bank account. Today it's 16 days from the approved withdrawal of 2000 EUR. If I write to the chat or to support they keep telling me things like "Please be more patient", "it's strange, money should be in your account already", and "Funds should be in your account very soon". Sorry, but I see over 70 complaints on AskGamblers about delaying withdrawal with the same problem so there is probably something wrong with their financial department and it must be resolved.

If they made a transaction it should be on my account in a maximum of 3 days, I have no unusual bank. From my side everything is ok.

So I am asking for help AskGamblers company because it's very flustrating and stressful.

Thank you.

Resolved

€4,842