Rembrandt Casino - Player’s bonus winnings have been confiscated.

Ich habe den Bonus erfolgreich umgesetzt und danach eine legitime Auszahlung angefordert. Diese wurde ohne Grund bzw Erklärung abgelehnt. Die Bonus AGB wurden definitiv nicht verletzt.

Dear Luca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you redeemed?

Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hallo,

ich habe den 155% Willkommensbonus verwendet und keine T&C verletzt. Mein Einsatz war nie zu hoch und ich habe keine verbotenen Spiele gespielt.

ich habe dem Casino eine Mail geschrieben und seitdem keine Antwort erhalten.

Thank you very much Luca for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Luca,

I'm taking over your complaint. I will contact the casino and see if I can help.

We would like to ask the Rembrandt Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Luca,

There is a new contact person in the casino who will take over your complaint. I expect a reply soon.

We would like to ask the Rembrandt Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Luca,

I was informed by the casino that they were very busy but would look into the matter soon. Since we've been waiting for quite a long time, I will mark the complaint unresolved. As soon as the casino will be ready to reply, it will be reopened and you will be notified.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion. We received the following email from the casino:

"Dear customer

We have checked your account and we can see that your first withdrawal from 4th of July has been requested to Muchbetter account, however, Rembrandt Casino may, in its sole discretion and in accordance to the licencing compliance rules and an internal risk assessment, require a first payment of winnings for the Player being released as the bank transfer wire with a purpose of completing the KYC verification checks. This is the reason it has been declined.

All of the funds from the withdrawal have been transferred to your balance and as we can see on your account, you have requested another withdrawal to your bank account on 7th of July 2020.

Day after, the 8th of July we have requested documents from you for your account verification, which was finished on 20th of July. Following day, 21st of July, your withdrawal to your bank account has been approved and done.

The funds must have reached your account already and we would kindly ask you to confirm this. 

Kind regards,

Rembrandt Casino Complaints Team"

Hi Luca, could you please confirm if you received your funds?

We assume that the issue has been resolved, but without a confirmation from the player, we are rejecting this complaint.