Rembrandt Casino - El retiro del jugador no ha sido procesado.

I am verified. Almost 2 months ago I had problems with this casino with the first payout. I submitted all possible documents for verification, which were repeatedly requested. I submitted photos of the card, bank statements and proof of transaction from my bank before I received a payout weeks later. I was assured that I was verified and no more documents are required. From now on, withdrawals would be quick and easy. Now I have requested a payment of 400 € again on November 27th.

This withdrawal request would not be responded to at first. I can still cancel it in the account after three days. I ask about the status of my payout in the live chat. Now documents are requested again. My verified bank account is suddenly unknown again. In addition, the casino is now keeping open which documents are missing with the statement that the live chat itself has to ask what is missing and I should now wait for an email. It’s so outrageous how you’re being cheated on here.

Ich bin verifiziert. Habe vor knapp 2 Monaten schon bei erster Auszahlung Probleme mit diesem casino gehabt.Ich habe zur Verifizierung alle möglichen Dokumente eingereicht die immer wieder neu angefordert wurden eingereicht. Von meiner Bank habe ich Fotos der Karte , Kontoauszüge und Nachweis Transaktion eingereicht bevor ich nach Wochen eine Auszahlung erhalten habe. Mir wurde versichert ich wäre verifiziert und es werden keine Dokumente mehr gefordert. Von nun an würden Auszahlungen zügig und unkompliziert ablaufen. Nun habe ich wieder eine Auszahlung von 400 € beantragt am 27.11.

Auf diese Auszahlungsanfrage würde erstmal gar nicht reagiert. Im Konto kann ich sie nach drei Tagen immer noch abbrechen. Ich Frage im live Chat nach Status meiner Auszahlung. Nun werden wieder Unterlagen neu verlangt. Mein verifiziertes Bankkonto ist jetzt plötzlich wieder unbekannt. Außerdem hält das Casino nun offen welche Dokumente genau fehlen mit der Aussage das Livechat selbst nachfragen müsse was genau fehlt und ich nun auf eine Email warten soll. Das ist sowas von unverschämt wie man hier betrogen wird.

Dear dexxxxa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I completely understand your frustration, but please note, sometimes casinos require additional documents before processing the withdrawal, and this isn’t unusual. Has the casino already provided the list of missing documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your reply, dexxxxa. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies. 

I would recommend you provide the required document as soon as possible, otherwise, I am afraid you won't be able to withdraw your winnings.

Dear dexxxxa,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case 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.