The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
Rembrandt Casino - Player’s struggling to complete account verification.
Amount: €3,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
I would like to report about the poor service of REMBRANDT CASINO and lack of competence.
Payout will not be released due to missing KYC documents.
Now it is the case that Rembrandt demands documents that I am unable to organize. Account statement (not older than 2 months) IBAN NAME ADDRESS all on one page. The format at my bank is simply different and not everything is on one page.
In live chat you never get any information anyway, etc. It's always just about patience, nothing else... I've already gambled at Zick 100 other casinos, and I've clicked Verified, so this seems pretty suspicious to me. What can you do, does anyone have any advice?
Automatic translation:
Public
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1 year ago
Dear christopheeer9506,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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.
Do I understand correctly that verifying your bank statement seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina,
So all other documents were accepted.
The only real problems are with the bank account.
I also understand that the review is strictly taken. But I always presented the same documents to the zick other casinos (50 at least) and they were accepted. It seems as if Rembrandt wants to drag this out for so long that you continue to gamble.
Here are the requirements. And a screenshot of my excerpt. (This was sent as a PDF)
1) Current bank statement of the bank account to which the withdrawal was requested. The account statement must not be older than 2 months and must show the date of the account statement, first and last name, current address as stored in the player account and IBAN clearly visible. A payout may not be made or may be significantly delayed if such supporting document cannot be presented. Please note - all information must be on one page. Screenshots are not accepted. The document must be a photo of a physical statement or a PDF version of a digital one. The one you sent is not acceptable as we require a bank statement officially issued by your bank in PDF format or as a photo of a physical document.
Automatic translation:
Public
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1 year ago
Thank you very much for your reply, christopheeer9506. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
