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.