The player from Germany has been asked to provide additional documents. This caused the delay in processing of his withdrawal. We rejected the complaint because the player didn't respond to our messages and questions.
Rembrandt Casino - Player's withdrawal hasn't been processed.
Amount: €400
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
2 years ago
Public
Public
2 years ago
Translation
I am verified. Almost 2 months ago I had problems with this casino with the first payout. I submitted all possible documents for verification, which were repeatedly requested. I submitted photos of the card, bank statements and proof of transaction from my bank before I received a payout weeks later. I was assured that I was verified and no more documents are required. From now on, withdrawals would be quick and easy. Now I have requested a payment of 400 € again on November 27th.
This withdrawal request would not be responded to at first. I can still cancel it in the account after three days. I ask about the status of my payout in the live chat. Now documents are requested again. My verified bank account is suddenly unknown again. In addition, the casino is now keeping open which documents are missing with the statement that the live chat itself has to ask what is missing and I should now wait for an email. It’s so outrageous how you’re being cheated on here.
Automatic translation:
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2 years ago
Dear dexxxxa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I completely understand your frustration, but please note, sometimes casinos require additional documents before processing the withdrawal, and this isn’t unusual. Has the casino already provided the list of missing documents?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Thank you for your reply, dexxxxa. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.
I would recommend you provide the required document as soon as possible, otherwise, I am afraid you won't be able to withdraw your winnings.
