The player from Germany complains about the casino’s withdrawal process.
Rembrandt Casino - Player’s having difficulties to withdraw his money.
Amount: €6,252.66
Rembrandt Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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4 years ago
Translation
I have had the winnings of € 6,252.66 on my account since January 23, 2018. It felt like three weeks before the verification process was completed. I have been confirmed that this has now been successfully completed. Payment was made via Sofortüberweisung, so that only the normal Bank Transfair is possible as a payment option. Interestingly, this payment method has now been deleted or I can no longer be selected. Withdrawal requests are rejected for no reason. I did not record with bonus, so this cannot be an issue.
the many other negative reviews make me seriously worried! but I will definitely fight and take further steps! Can someone help me?
Automatic translation:
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4 years ago
Dear Sebastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your unpleasant experience. We will contact the casino and ask for their standpoint, but, before we do so, please could you confirm that it has been 2 years since you have requested withdrawal? I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hi, no, the winnings have been on my account since January 23, 2020. That's how I wrote it.
Many thanks for the support.
Best regards
Sebastian
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4 years ago
Thank you very much Sebastian for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Sebastian.
I checked the rules and despite the low rating this casino there are no predatory or hidden rules which may prevent you from withdrawing the funds.
I want to ask how much money did you tried to withdraw?
I found this rule:
The Player is aware of and agrees that Rembrandt Casino can decide at its own standards, that the maximum amount that a Player can be paid-out is € 1,000 (or the equivalent amount in US dollars or GBP currency) per week, and € 2,500 per month. All amounts larger than € 1,000 weekly, or € 2,500 monthly will be paid in terms which Rembrandt Casino decides, until the full withdrawal amount is reached, if Rembrandt Casino decides not to pay-out the whole amount at once. Rembrandt Casino may, at his own discretion, also decide to pay the amount as a whole, even if the pay-out amounts will be higher than the maximum set within the paragraph. This condition also applies to winnings of (progressive) jackpots. The Player also understands and agrees that depending on the specific locality of the player and preferred withdrawal option, a withdrawal fee may be applicable. Withdrawal fees that may be applicable are: 10% for the e-Wallet transfers and the total of the actual bank fee costs for the bank transfers. Any fees involved will be deducted from the withdrawn winnings.
Maybe you tried to withdraw more than is alowed and thats a reason why casino rejected your withdrawals.
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4 years ago
Translation
Hi there,
since January 23, 2020 I have the profit of € 6,252.66 on my account. The verification process took more than 3 weeks.
I applied for 2 withdrawals:
- Debit amounting to € 5,000 (more was not possible). It has been approved and today the first installment of € 1,000 was actually received in my bank account on March 2nd, 2020. The second installment should be paid around March 11th, 2020 according to the support of the casino. However, the rules state 1,000 € payouts per week or a maximum of 2,500 € per month.
2. I applied for the second debit request in the amount of € 1,252.66. It still has the status "pending".
As of today, € 5,252.66 is still missing. I ask you to leave the case open until it is closed.
Everything is very slow and slow, unfortunately. The offer of the casino is otherwise not bad.
I am ready to revise my rating if the remaining amount of € 5,252.66 will be paid in full shortly.
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4 years ago
I understand entirely Sebastian. The case remains open until full amount will be paid out.
Please regularly update the case - I will set a timeframe four weeks.
PS: The low withdrawal limit we are reflecting on our rating.
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4 years ago
Translation
Hi there,
on March 18, 2020 the second installment of € 1,000 was actually received. As of now, € 4,252.66 is still missing.
The third installment is to be paid on April 2nd, 2020.
It takes everything but they seem to be paying off 👍. I will keep you informed ...
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4 years ago
I am glad to hear that. I will keep the complaint open until the full amount is paid out.
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4 years ago
Translation
Hello, today on April 3rd, 2020 the next installment of € 1,000 was actually paid. I was informed that the next installment should be paid on April 17th, 2020.
stood today: still open € 3,252.66
Please leave the matter open further.
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4 years ago
Hello Sebastian.
You should have another €1000 on your account.
Could you please confirm it?
Thanks.
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4 years ago
Translation
Unfortunately not yet, the support says it could take a few more days 🙁
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4 years ago
We will wait then a few more days. Please let me know when you receive them.
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4 years ago
Translation
Hello, on April 26th 2020 I have received another € 1,000. € 2,252.66 is still missing.
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3 years ago
Hello Sebastian.
Any updates regarding your case?
Are the payments made on time?
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3 years ago
Translation
Hello, unfortunately no good news. On May 7th, 2020, the fifth installment of 1,000 euros should come. No incoming payment so far. Now the casino wants an account statement from me. I emailed this today. The last four installments came, I have no new bank details! I will keep you informed ...
Currently still 2,252.66 Euros are missing! 🙁
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3 years ago
Translation
Today (May 18, 2020) another 1000 euros were transferred.
As of today, 1252.66 euros are still missing
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3 years ago
Translation
A further € 600 was transferred on May 31, 2018.
Remaining amount still 652.55 €, this should be paid on June 10th, 20.
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3 years ago
That's great news Sebastian.
I will set a timer for 21 days and I hope before time expires you will confirm that the last withdrawal was successful.
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