Rembrandt Casino - Player’s struggling to withdraw her winnings due to ongoing verification.

I won 4000 euro on 28th October I played back 2000 euro and made a withdrawal of 2000 euro on 3rd November monet is still sitting in my account .I have provided all correct verification documents everyday live chat and support just keep telling me to be patient .please help

Dear Sinead,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Do I understand correctly that you haven’t received a confirmation regarding successful account verification and that’s why your withdrawal is still pending inside your account without being processed?

Looking forward to hearing from you.

Best regards,

Petronela

Hi thank you for taking my complaint..so just now I have spoke with them again on live support and asked for an update and I was told they didn't have one and again I was to wait on the relevant department..now I have noticed Any time I request a emailed transcript of the chat i don't receive it .its happened again today I really believe this company is purposely delaying this payment .every document I have given them was correct official and in date.UPDATE i have just received a transcript of the chat.

Thank you very much, Sinead, for your reply. 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.

Hello Sinead,

I looked at your complaint and will do my best to help you. I would like to invite Rembrandt Casino into this conversation. Can you specify where is the problem with player’s verification and withdrawal process, please?

Hi viliam thanks for your response on this, so apparently as from yesterday I received a mail to say that my account was finally verified and they hope I enjoy my winnings ,but unfortunately my winnings are still pending and available to play with in the casino I again contacted live support today and they said its been dealt with but as of now the withdrawal is still pending in my account..and again iv got the se copy and paste message from remberant casino..this is on going now 3 weeks i just don't see any reason for anymore delay and would like my winnings in my bank and not on my casino account.

Again as of today still waiting on my payout and its still available to play in my casino account .

Dear Sinead,

please wait for Casino's answer.

Dear Customer,

We have checked your account and we are pleased to say that your account was verified on 16th of November 2020. With that being done, we can also confirm that your withdrawal request €3000 was approved from our end on 19th of November 2020. You should receive your winnings shortly.

Kind regards,

Rembrandt Casino Complaints Team

I still have not received theses winnings after been told on Thursday they were sent to my bank

account .. I still have not received

Dear Sinead,

please let us know when you'll receive your winnings.

Hi I received my payment today thank you very much to casino guru for all your help ..

Dear Sinead,

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