Rembrandt Casino - La cuenta del jugador está cerrada debido a una violación de las reglas de bonificación.

Hi. I played the welcome bonus at Rembrandt casino. I won 2498 euros from the bonus and started making the withdrawal. Making the withdrawal took time but it still progressed. The conversation took place via email. Rembrandt approved all my documents and said he would process the withdrawal soon. Next, my account was just closed and they said I had violated the bonus rules.

Moikka. Pelasin Rembrandt kasinolla welcome bonuksen. Voitin bonuksesta 2498 euroa ja aloitin kycin tekemisen. Kycin tekeminen kesti aikaa mutta kuitenkin eteni kokoajan. Keskustelu tapahtui sähköpostitse. Rembrandt hyväksyi kaikki dokumenttini ja sanoi käsittelevänsä noston pian. Seuraavaksi tilini vain suljettiin ja sanottiin että olen rikkonut bonussääntöjä.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Which bonus did you play with, please? If possible, please post a link or promo code you used to activate the offer here in this thread.
• When did you create your casino account, and when was it closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I played the casino slots and checked that the games were not among the prohibited games. I played the first deposit of the welcome bonus on 22.12.2025 when I created an account there at the same time. My account was closed on 5.1.2026.

Pelasin kasinon kolikkopelejä ja tarkistin vielä että pelit ei löydy kielletyistä peleistä. Pelasin welcome bonuksen ensimmäisen talletuksen 22.12.2025 kun samalla loin tilin sinne. Tilini suljettiin 5.1.2026.

Thank you very much for your reply, Lassukka. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have send photos of conversation to your email.

Dear Lassukka,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Lassukka for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rembrandt Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting theMalta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter