HomeComplaintsRembrandt Casino - The player's unable to verify.

Rembrandt Casino - The player's unable to verify.

Amount: ??

Rembrandt Casino
Safety Index:Below average
Submitted: 16 Oct 2021 | Case closed : 11 Nov 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player's unable to verify his account as the casino requesting non existing documents. Although the casino cooperated in the resolution nicely, we were forced to reject this complaint because the player stopped responding to our questions and messages.

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3 years ago
Translation

They don't want to verify my account, they want me to keep documents from my very old bank account, I tell them that it has not existed for a long time and although I always make deposits with my current account, they require the account statement and picture of my old account. I'm tired of telling them I don't have it, but they write to me when I send them my account at Rembrandt casino is not verified. They would have to be enough to verify their current bank account, passport, ID, bank statement and a letter. Why are documents required for a bank account that does not exist? If I win, I cannot request a withdrawal because my Rembrandt account has not been verified. I think they do it extra.

Automatic translation:
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3 years ago

Hello cennetkusumm,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward with the case.

Have you been verified in the casino before? When was the last time the casino was in touch with you? What has their respond when you told them that the account is no longer existing?

Please also forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you resolve this case.

Regards,

Nick

Casino.guru

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3 years ago
Translation

Hello Nick,


So in the Rembrandt Casino I have never been verified but in another casino without any problems.


The last thing that wrote to me I had sent in the attachment as a screenshot, the last email came from those on October 16, 2021 who want a document as proof that this bank account 3483 does not exist. I cannot send them proof of a non-existent bank account, which is total nonsense what Rembrandt Casino is asking of me.


Warm greetings


Cennetkusumm


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3 years ago

Thank you cennetkusumm for providing additional information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

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3 years ago

Hello cennetkusumm!


From now on, I will take care of your complaint. I would like to invite representatives of Rembrandt Casino into this complaint in order to help us resolve the issue.

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3 years ago

Dear Neslihan,


We are sorry that you need to write this complaint.


After checking your account we could see that only one document is missing for us to be able to verify your account.


Please be so kind to check your e-mail as we have sent you all the details about the document we are still missing and we would kindly ask you to provide us with it as we can assure you that we will check it for you with the highest priority.


Best regards

Rembrandt Casino Complaints Team

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3 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago
Translation

Which document a non-existent document do they want from me I am not a creator, where should I conjure up

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3 years ago

Dear representatives of Rembrandt Casino,


Please kindly note, that the player already uses a different bank account which was also used for deposits to your casino. I would like you to take this into consideration and adjust the verification process with this new fact.

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3 years ago

Dear Martin,


Thank you for your reply.


We have checked with our relevant department and since that particular card has been used for the deposit due to Anti Money Laundry procedure we will need to have a copy of it.


If the card is not active anymore in that case we will need to have written confirmation from the bank that this is the case.


We have sent another e-mail to the player explaining the options and we hope that player will provide us with the needed so we could verify the player's account with the highest priority.


Best regards

Rembrandt Casino Complaints Team

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3 years ago

Hello cennetkusumm!


Kindly note, that certain anti money laundering procedures are very strict and casinos are obliged to fulfill all the requirements by their licensing authority. This is especially true with casinos licensed by the Malta Gaming Authority as Rembrandt Casino.

I would like to suggest that you'd ask your previous bank to provide you with a confirmation document, that the bank account in question no longer exists, which might most probably be necessary in order to proceed with your verification procedure.

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3 years ago

Hello cennetkusumm!


Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

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3 years ago

Dear Martin,


Thank you for your reply.


We have sent a reminder e-mail about the card that we are still missing for account verification and we hope that we will receive the required card as we would be more than happy to verify the account.


Best regards

Rembrandt Casino Complaints Team

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3 years ago

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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