Rembrandt Casino - Player's withdrawal request is delayed.

Requested to withdraw my winnings, was sent to a page to verify my documents, took hours to upload and then tapped the verify button and nothing. Nothing happened. I go to the live chat. Nope live chat is down. So I send email, no response. Send email every day for 5 days! Then get an email to verify my documents and send by email. I do that. 2 days later they reply can't be a screen shot of my bank statement it must be in pdf and has to show IBAN. I call my bank ask for IBAN, bank says New Zealand does not use IBAN we use SWIFT. I email casino tell them, I send screen shot of page that says NZ uses SWIFT and shows NZ SWIFT number and now no reply for 7 days

Dear Hinearoha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rembrandt Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino approved any documents prior to your issue with the payment method verification proof?
• Is your account currently accessible to you? Could you please share a screenshot of your account status and withdrawable balance?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I have sent the screenshots requested to your email above.

No did not have any documents verified prior.

Yes my account is still accessible and it says "Pending"

I was playing the slots and not with a bonus.

Please can you let me know if you have not received my emails.

Thank you so much for your assistance.

Thanks for your emails, Hinearoha.

• Have you sent the casino the pdf of your bank statement, even though it didn't have the IBAN information?
• Was your deposit in the casino listed in the transactions on the bank statement?
• Have you received any other guidance from the casino on what would be satisfactory for you to provide for verification?

I'll wait for your reply.

Hello Tomas,

Yes I have sent the PDF of my bank statements to the casino.

I rang my bank who informed me that the IBAN is simply my bank account number which is shown on the statement.

Yes my deposits to the casino was also shown on the statement.

The casino replied wanting verification of my credit/debit card ending in ++++ 6400 which is an old card, that expired 6 months ago, which I no longer have and is not the card I used to make the deposit to the casino anyway. I have already sent pics of the card I used. I informed the casino of this and I'm still waiting for a reply.

Thanks for the reply.

• How did the casino learn of your credit card, if it wasn't used for deposits in the casino?
• Have you explained to the casino the credit card is no longer in use? Was the credit card issued by your bank?
• Are you able to obtain a confirmation from your bank the credit card was issued in your name?

Please let me know.

Dear Hinearoha,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.