Rembrandt Casino - Player‘s winnings dissapeared.

1. Multiple were not added to my balance

2. Winnings were not added to my balance accurately 

3. After first flat out denying and emailing back and forth for a month, they’ve admitted over €6000 went "missing due to errors on the game providers end"

4. They promissed to refund this amount but this was never processed.

5. They stopped replying when I filed a complaint and made a subject access request.

6. It’s over 60 days since the issues occurred and 30 days since my complaint.

7. I’m willing to accept a settlement offer to close this dispute.

Dear Michiel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me to ask you a few more question before we move forward. Did you recive any compensation or explanation already from the casino? Can you still login into your casino account? When did they stopped replying you? Also please forward every relevant proof or conversation with the casino to nikolas.b@guruadmins.com.

Best regards,

Nick

Hi Nikolas,

Thank you for picking this up. Let me reply your questions.

1. No I did not receive a compensation. They did give an explanation at the very start; first flat out denying anything was wrong, then admitting to $1000+ missing after I submitted all kinds of details, and later, after my persistent push for further investigation, they admitted that due to game play errors and banking errors over €6000 was missing (it took 3 investigations and over a month to come to this conclusion, I believe more the actual amount is actually in the 5 figures. Afterward, no more replies and no compensation. P.s. My disputed amount is for a lot more than they suggest went missing as I have little trust in the accuracy of their investigation and I demand a refund of all of my deposits or a fair settlement offer for the iconvenience.
2. I’m not sure if I can log in, I decided not to try because after my complaint they changed their terms of service which I do not want to accept until I hear from them directly. When logging in, these new terms appear and have to be accepted before logging in.
3. They stopped replying after I made a subject access request on July 14th. Over 30 days now.
4. I’ll provide you with more information via email.

Thank you so much,

Michiel

Thank you very much Michiel for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

HelloMichiel,

I am very sorry to hear about your issue. I will do my best to help you.

Rembrandt Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

We would like to ask the Rembrandt Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Customer,

Just confirming that we have received your request and working on the best possible resolution.

Please, allow the relevant teams some time to perform the necessary checks.

We will get back to you shortly.

Sincerely,

Rembrandt Casino

Complaints team

Hello,

may I ask the casino if there is any update?

Dear Michiel,

I am sorry but we have received the evidence from tha casino that the missing payments 2097€ and 5000€ were sent to your account on 15th and 22nd of July, can you confirm you have received those payments?

Dear Michiel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi Zuzana,

thank you for your assistance. I have not received those amounts as far as I can tell, neither has Rembrandtcasino send me any confirmation or statement in regards to my complaint. I am still waiting for their compliance with my subject access request and a formal reply to my email as well as a refund of all my deposits.

Also, €2097 and €5000 would not even begin to cover the missing funds that resulted from the errors on their website. Per my estimates it might run into the €50.000.

are you able to do an external investigation into Rembrandtcasino or help me get a third independent party involved?

Rembrandtcasino continues to ignore my emails and official requests. I am already talking with a lawyer but I’d prefer an official authority to look into this matter first before going to court.

Hello Michiel,

may I ask you to send us relevant evidence to my email zuzana.r@guruadmins.com? We would need a bank statement showing the days from 15th July till September, to be sure you have not received those payments. For now, it's casino word against yours and we have seen bank confirmation from the casino. Thanks for your understanding and cooperation.

Dear Michiel ,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Let’s turn that arround. I want to see proof that they send me anything. I have zero replied from Rembrandtcasino since the 14th of July. When did they send me a refund? What is that amount based on? Why is no one communicating with me?

We have received the bank confirmation from the casino that these amounts were paid on 15th and 22nd July, so you could get it anytime later, please provide us with the evidence there were no payments in such amount as previously written ( 2097€ and 5000€) bare in mind there might be some bank deduction, so the amount can be slightly different. 

Hi Zuzana,

This is completely besides the point. I have made withdrawals during my play at Rembrandcasino and some have come through but the majority of my funds have disappeared and Rembrandtcasino refuses to communicate with me.

I’ve also filed a formal legal subject access request and Rembrandtcasino refuses to comply with my GDPR request.

Please go ahead and close this dispute as unresolved.

I will proceed with reporting Rembrandcasino to the international gambling authorities, Dutch kansspel authorities, and European GDPR authorities and I hope the authorities will take this matter more seriously.

Trying to solve this amicably has proven unsuccessful and Rembrandtcasino has proven itself to be a complete scam.

I understand it’s difficult to oversee the whole situation for Casino.guru but you’re focusing on the wrong points. Rembrandtcasino may or may not have processed a portion of my withdrawals but they have failed to explain and compensate for more than €50.000 in missing funds both from missing deposits and gameplay errors. The €5000 and €2000 you mentioned are only blips on a much bigger issue which Rembrandtcasino chooses to ignore.

Regards,

Michiel

I see your point Michiel. Unfortunately, we are not able to provide a deeper audit, we only can check the bank payment confirmations from the casino against your bank account. 

I would also recommend you write to gambling authorities, In this case, we would close this complaint as waiting for the regulator to decide and I would ask you to let us know once there will be any update.

Thank you for your understanding and I am very sorry we could not be much of a help in this case.

Dear Michiel,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.c@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear Michiel,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.