The player's withdrawal was delayed for over a week. The player received the payment and complaint was closed as resolved.
Rembrandt Casino - The player's withdrawal is delayed.
Amount: €1,800
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I requested a withdrawal last week Tuesday 07/05/2022. This was also approved on 7/7/2022 around 2:40 p.m. with the reference that the money will appear in my account within 1-2 days. To date I have not received any payment. When asked in the chat, I was often comforted with standard answers. After further hacking, it turned out that the payout allegedly had a delay (according to the chat on 07/13/2022) and will arrive on 07/14/2022 at the latest. This didn't happen. I then contacted the live chat again and was reluctant to disclose my incoming payments from July 7th, 2022 to today. These were forwarded to the responsible department yesterday. Here I received the answer again today in the live chat that it will take some time until these screenshots are processed. I have a hunch this is just an excuse. I hope I can find help here or at least a concrete solution. I just think it's a shame because I can deposit without any problems, but if I win something there are only problems. Thanks
Automatic translation:
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1 year ago
Hello danieltraw,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rembrandt Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello dear Casino Guru team,
I still haven't received the money at this time nor have I received any feedback regarding my bank statements being checked to prove I didn't receive the money.
Automatic translation:
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1 year ago
Thank you danieltraw for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear danieltraw,
I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Rembrandt Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Rembrandt Casino,
Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Dear danieltraw,
Thank you for the provided information. Please, let me know as soon as you receive the payment.
Kind regards,
Stefan
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1 year ago
Translation
The money arrived!
Thank you anyway for your help!
Automatic translation:
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1 year ago
Dear danieltraw,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as "resolved" in our system. Thanks for your cooperation, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Stefan
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