The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. Verification is complete and the money has arrived.
Rembrandt Casino - Player’s struggling to complete the account verification.
Amount: €700
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
2 years ago
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2 years ago
Translation
I requested a withdrawal and met all conditions. The casino constantly requests new documents for verification and allegedly cannot pay out beforehand. I have verified my ID with copies of my identity card, complete bank statements from the last 2 months. I paid with Sofortüberweisung from the same account, which can also be seen in the payment confirmation and on the account statement. Now the casino suddenly asks for a deposit confirmation from an ancient payment from 2020 which I would have processed via Paysafe. Before that, they wouldn't be able to process my payout. I do not have any confirmation for this. It is very bold and outrageous how you get scammed at this casino when you initiate a withdrawal.
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2 years ago
Dear Dennis,
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 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 old payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Hello, I have submitted all the required documents.
-Personal ID (Photo: both sides) Signed with signature
-Bank card (photo: both sides) Signed with signature
-Complete bank statements for the last 2 months with Iban and full address and name in the letterhead.
-Confirmation of the deposit via instant transfer from my bank.
- The bank account for the deposit is identical to the bank account for the withdrawal.
I've made countless instant deposit transfers over the past few months. PAYSAFE has not been used for a long time and the required confirmation of the deposit via Paysafe from 2020 is no longer displayed there in my account.
With all the documents presented, my identity has definitely been legitimized. The whole behavior of the casino is only aimed at delaying or preventing a withdrawal. This can also be seen in other cases of the casino. It's always the same scam.
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2 years ago
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The screenshots that the casino requests are technically not possible at all. Not via the app and not on the website.
The casino requires that my name be above the deposit and not my customer number. However, that is not possible. With Paysafe it is also not possible to display deposits that are older than 6 months. However, the casino would like a confirmation or screenshot of a payment that was more than 1 year ago. This clearly shows how insolent and underhanded the casino is acting here to prevent the verification process.
In addition, all data are at the door Verification is necessary. See last mail
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2 years ago
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In addition, it is technically no longer possible in the app or on the website to display the player name and the transaction at the same time. You can only display customer number and transaction. And the casino does not accept this screenshot with customer number. Second, a screenshot of a Paysafe transaction (the very first) from 2020 is requested. On the website and in the app, however, transactions are only displayed for 6 months retrospectively. These points make verification impossible. And the casino knows that very well. A few months ago I paid in with Paysafe. A screenshot from which the customer number and recipient (Condor) can be clearly seen will not be accepted. In addition, there are all other identity documents, which in themselves are equivalent to verification. Current account statements, photo ID, photo bank card, online confirmation payment via instant transfer paid with online banking.
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2 years ago
Thank you very much, Dennis, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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2 years ago
Hello Dennis,
I looked at your complaint and will do my best to help you. I would like to invite Rembrandt Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Translation
I wrote Paysafe again with the demands of the casino from the last email. I upload the answer here. When I log into Paysafe, the customer number is there and not the name. I sent Paysafe paragraphs from Rembrandt Mail and you say I can download the information in my account. However, the customer number is displayed there anyway and not my name. The casino does this on purpose to prevent withdrawals.
You can see the i on the Communidoch
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2 years ago
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I had also requested a withdrawal from 24 Bettle Casino and had similar problems. This casino also belongs to the group and you will be held up and a withdrawal will be prevented for weeks. The aim is that the player cancels the payout or it is completely prevented by absolutely insane demands.
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2 years ago
Dear Dennis,
We are very happy to inform you that your account has been now verified and your payout is on its way.
From now on all your future payouts will be processed much faster and also we would like to use this opportunity to say thank you for providing us with all your documents.
Best regards
Rembrandt Casino Complaints Team
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2 years ago
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Verification is complete and the money has arrived. It would ensure that withdrawals are now processed quickly. I'm curious and will test it.
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2 years ago
Dear Dennis,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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