Rembrandt Casino Complaints

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.

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.

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...

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.

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.

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.

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...

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.

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.

This casino approved my withdrawal of 4539 euros 11/8/2023. They said that payment was processed from their side. But I didn't receive that payment and asked them multiple times. They answered that they had some delays with payment provider and everything is fine from my side. Now I got message from them that my account has been closed and my withdrawal was rejected. They said that this was the final decision and no chance of overturning this decision. They said that I had violated their terms and conditions. I have definitely not done that. What should I do?

Hi guys,

It's been from 8/7/23 that I submit my withdrawal.  They approved it on 12/7/23 and they say to me that they will send me my funds on 1-2 working days, but they don't. So, I try to contact them to see what is the issue.

They told me that I have to provide them my bank statement so they will check my transactions. They did and they are still try to delay or to don't pay me. No ones knows what is going on. No one take any responsibility and I feel like they are telling me lame excuses! 

1300.00 EUR Withdrawal 08-07-2023 12:28:04 64a95651ac8945.66872823 Approved CASINO

If you guys need something else let me know.

I made two withdrawals, both 300e. First one is ok, although it took almost a week to get it. Second withdrawal i did 07-05-2023. I have contacted them about 20-25 times about this and sometimes they say it should appear on my bank account noon next day and sometimes they say they have issues with payouts and doesn't give any other information about why there is an issue.

Verification process was completed even before first withdrawal.

They have requested to see my bank statements and I have provided them.

Last week they sent me couple emails saying i should except good news soon. Still nothing.

I'm starting to believe I don't get my money at all. It says it takes 1-2 business days to get withdrawals. That is a big big lie.

The casino does not transfer winnings from 1800 euros since 04/27/2023 although it is approved. after contacting the casino several times, the excuse was always "It's a technical error that should be resolved in the next few days" although after this fall I re-deposited and won 150 euros which were directly approved and transferred and next day got to my bank account. Now the casino can no longer be reached because it's blocked in our country.

They have not accepted my withdrawal of €1600 which I made on 26.4.23. They don't answer emails and the chat doesn't help, when you try to ask about it they close the chat and after that you can't access the chat for a day. On their website it also says that they process withdrawals within 12 hours of the withdrawal request. I've tried to ask about it many times in chat and by email, but they don't answer other than, we'll do our best and your withdrawal will be processed soon. they say that your withdrawal will be processed today or at the latest tomorrow, but it has not been processed.

16.3.2023 I made my withdrawal for 20€.

In my account history, it looks like it has been paid out. However, I have not got my money after 2 weeks. It's a huge problem because the bank transfers from that casino take a very long. I asked live chat and they said that my money has not been paid out yet... that was it.

it's not a big deal for them but for me this is. I have trusted that my money is on the way and have been waiting and waiting. however, this is huge disappointment because its not even coming to my bank yet

I have been waiting for my winnings (4600e) and they just say wait, wait and wait, they dont answer any emails. They send me last Friday (10th March) that they have send 1000e to my bank account, but it has not comed. Why they are not paying that hole 4600e to me. I also today asked a document for that they habe send the money but they can not give it to me.

I have played on Rembrandt for a while now. Firs deposit was made on 2.2.2022 and the first successful withdrawal was made on 22.2.2022 and all of my documents were checked then. Since then I have made many more deposits with some withdrawals as well. For some reason, my latest withdrawal has been held open since 12.6.2022 so that is almost 2 weeks. Chat hasn't been helpful since the response is always among the lines "the department is working on it, will get back to you soon". They state on their site that they try to process withdrawal in 48h, but I think we are way beyond that now. I'm looking for Rembrandt to process my withdrawal asap, and stop prolonging the withdrawal process.

I won 2.500€ at the casino and made a withdrawal (23rd JUNE). Same time I have uploaded all necessary documents via KCY section. KYC response was very slow and people always asked for new documents. My credit card was not signed (which by the way is not necessary anymore) - so I provided the necessary updated document. Then my screenshot was not looking the same as requested by the casino. Then my bank account document was in JPG format and got refused after a few days and I had to provide a PDF document. So I converted the exact same document to PDF and it was ok. Now since more than 4 days there is no feedback at all. My account is still not verified, withdrawal is still in pending status and no response from the casino (last message on 27th JUNE).

I was in contact with the live chat (Today and yesterday), but besides standard text response no feedback. Answer is always it is so sensitive it takes additional time.

I have sent also a few more mails to the legal department but also no feedback. (Attached the last mail I got from legal)

Please help here.

On 22th of March I opened an account and made a deposit and after a few games I made some winnings and requested a withdrawal. On the 24th I tried my luck and cancelled the withdrawal but after 2 rounds I wanted to do a withdrawal which gave the status pending. On the 24th of March I contacted support asking how long it will take to payout (just to get an idea of their average times) and they told me that the process is on hold as I have to identify myself. I almost immediately send them all the requested documents and got a reply that a back picture of the bank card was missing.

After sending that (the 24th) I got a response that support will send the documents to the relevant department. The day after I wanted to double check everything so I contacted again, it turned out that they still miss a picture of the back bank card even it got confirmed so I send it again. That friday (so the 26th) I got a confirmation that it was sent (again). And since yesterday whenever I contact support they only give me standard answers that the process is still going on and delayed but no one knows how long this will take.

My experience with other online casino's is that everything goes smooth and in 1-2 days everything is checked and the withdrawals get processed. I do regret opening an account at Rembrandt as their verification is quite slow (at the moment just a week but if I see the other complaints this is probably gonna take a while) and there are no updates on their delay or why. I have to hope that everything will work out or contact Support which only give standard answers and that's all. (I have a proof of the chat history if needed)

Hello

Complaint reference number: 20E-27DB5B8D-02D0

I have been trying to get my withdrawal from this casino for months now. The withdrawal has been pending since 15.01.2021 I have followed every stage in your complaints procedure and now have to take the dispute to external resolutions. I have provided all the necessary documentation that is legally required of me and can see no reason as to why I am still waiting for this return. The withdrawal is 289,55€ and I would like your help in getting my money returned to me.

I am constantly told they just need more time but it has been so long I do not believe they have any intention of paying me out and I need these funds returning to me. I have countless emails proving that hey simply will not resolve this dispute.

If someone could please help me with this it would be much appreciated. My only other option is to use the casinos ADR. Which can be a lengthy process.

Thanks

< full name removed >