The player from Germany has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
Rembrandt Casino - Withdrawal of player's winnings has been delayed.
Amount: €4,500
Rembrandt Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Rembrandt Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello dear Casino Guru team,
I have a huge problem with Rembrandt Casino.
I made a payment on August 30th, 2022, which was confirmed/approved shortly afterwards. Then I got an email that my payout of 4500 euros will be divided into installments, which is also legal due to their terms and conditions.
I was assured several times, both by the chat and by the responsible department, that my money should arrive in my bank account within the next 2 working days. Now the 3rd day has passed and lo and behold, no money in my account and my bank has confirmed on request that no payment from Casino Rembrandt or the Condor Group is pending.
I then made a request to the casino on 09/06/2022 both via email and chat, could you please send me a visual confirmation (proof of payment) showing that the money was received on 09/04/2022 as confirmed by the casino. 2022 has been paid out or transferred. I have still not received this confirmation to date (September 7th, 2022), whereupon I asked several times in the chat where this confirmation was.
I've been put off for days now and only get the message every day I should please be patient. Unfortunately I can't hear it anymore. Always these excuses from the casino, but nothing happens.
I would like to ask for your help, because I just don't know what to do anymore.
It's bad enough that I only get my money in 2-week installments, and now there's this eternal wait, which is definitely not my fault or my bank's.
Sincerely,
Philip
Automatic translation:
Public
Public
2 years ago
Dear pillumk,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Translation
Hello,
Thank you for the message. My main concern is that I have been assured that my money has been transferred, even now with a confirmed transaction ID. However, my bank definitely cannot see a transaction with the reference that the casino sent me.
Sincerely,
Philip
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