Rembrandt Casino - Player’s struggling to complete KYC verification.

Ich habe am 25.05.21 meine Unterlagen zur Verifizierung gesendet und eine Auszahlung veranlasst.

Bis heute wurde mein Konto nicht verifiziert.

Ohne Verifizierung wird natürlich auch die Auszahlung nicht bearbeitet.

Ich habe mehrfach mit dem Chat geschrieben, leider bekomme ich immer die gleiche Standard Antwort......die müssen sich noch etwas gedulden.......Chatverlauf im Anhang

Dear RemmelS22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It is sometimes a little time-consuming, however, I must admit, almost 2 months should be enough time to finish the verification.

Which documents you have already provided?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hallo Kristina,

ich habe ihnen die E-Mail mit meinen Unterlagen weitergeleitet die ich zur Verifizierung an Rembrand Casino gesendet habe.

Vielen Dank für ihre Hilfe

Sabine R***

Thank you very much RemmelS22 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 RemmelS22,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rembrandt Casino to the conversation to participate in the resolution of this complaint.

Hallo Peter,

vielen Dank für die Unterstützung.

Dear customer,

Kindly be informed that your withdrawal request is still pending because document verification is still in process.

Due to the sensitivity of these cases, limited information is provided by our legal department. We will kindly ask you to wait for our legal team's conclusion. We do understand how inconvenient such situation can be, however, we do take our terms and conditions very seriously, so all the necessary checks have to be made.

We will be able to answer your questions the moment we receive more information from our legal department. 

Kind regards,

Rembrandt Casino Complaints Team

Thank you Rembrandt Casino Complaints Team for the reply.

Let's give it a few more days, but it would be nice to have some sort of a conclusion soon. The player uploaded her documents almost two months ago. I believe that it's more than enough time to verify an account.

Dear Rembrandt Casino,

Has there been any news?

We would like to ask 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 RemmelS22,

Has your account been verified?

Hallo Peter,

Rembrand hat jetzt tatsächlich ausgezahlt.

Vielen Dank für ihre Hilfe.

Hi RemmelS22,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.