Rembrandt Casino - Player believes that their withdrawal has been delayed.

They don't check my documents even though they promised to check them within 12 hours of sending.

I sent them on April 26, 2023 at 11:15

They only answer when asked, we appreciate your patience.

I will withdraw the complaint if and when they pay my money.

Dear mikkosiikila,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They won't even discuss it.

They close the chat when I try to ask about it.

here's a screenshot when the customer service closes the chat

Thank you for your reply, mikkosiikila. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

If you are sure you've provided all the required documents in the correct format, I would suggest that you give it at least one more week as in many casinos the verification process is completed within two weeks.

I will leave this complaint open and if there is no development, please get back to us and we will intervene. Thank you in advance for your understanding.

They haven't done anything about it yet. Yesterday they promised to check the documents, they asked for new ones that I sent, but they didn't check them despite the promises.

My case still hasn't progressed at all. Still without checking my withdrawals and documents.

Please note that I suggested in my last message that you should wait at least one more week. There is no need to update us every day, if there has not been any news. Thank you for your understanding.

Ok, I won't update after this unless it's appropriate. Now the documents have been checked, but my withdrawal of €1,600 has not been approved.

Update. They informed me 2 days ago that my winnings have been paid (they said it will take a maximum of 2 days for the money to be in my account). I don't see the money even though 2 days have already passed.

Thank you for the update. It can take a few days to process an international transaction and the delay could be caused by the payment provider, but hopefully, you will receive your winnings soon. Please keep me informed about any further developments.

The case can be closed. Finally they paid my winnings. For the information of many, many people, do not go to this casino.

Dear mikkosiikila,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru