Rembrandt Casino - Оттеглянето на играча се забавя.

Hi,

I played with this casino and withdrew 2200 on Feb 15th. They paid me 1st installment(1100e) on 6th March after continuous follow-up.

I have been waiting for the second installment(1100e) since then for which they are giving some or other technical excuses.

Kindly help me or guide me to come out of this situation.

Dear rickyrocky8631,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Could you please advise if you have been informed about any alternative method to withdraw your winnings? 
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks Petronela,

Yes its 1100e as second installement which I haven't received from them. I followed all their guidelines and also submitted necessary documents from time to time.

I am following up with them via email. I have been getting similar replies.

March 12th I received only 1st installment of 1100e.

According to the email communication with them by March 6th, I should have received both installments.

Now its April 3rd.

Thanks,

Sk

Hi rickyrocky8631,

• Were your winnings accumulated with or without an active bonus?

Thank you.

Thank you

no I won through deposited money

Thank you very much, rickyrocky8631, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello rickyrocky8631,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Rembrandt Casino’s representatives to join this discussion in order to resolve this issue.

Dear Rembrandt Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Dear all,

We appreciate you taking the time to reach out to us and express your concerns regarding the delay the player has experienced with his payout. We understand that this may have caused inconvenience, and we would like to address the matter in a transparent and timely manner.

Please be aware that we have recently implemented a new and enhanced account review process to strengthen our security measures and ensure the integrity of our platform. Unfortunately, this has led to extended waiting periods for payouts.

We want to emphasize that we are actively working to expedite the resolution of this payout. Our team is conducting thorough checks to identify any potential delays in the transfer process. Rest assured, we are dedicated to addressing this matter promptly and ensuring the funds reach the player as soon as possible. We understand the importance of timely transactions and the frustration that may arise from unexpected delays.

We hope this clarifies the matter, and in case you have any further questions regarding this case, please do not hesitate to contact us.

Sincerely,

Rembrandt Casino Complaint Team

Dear Rembrandt Casino,

Thank you for providing additional information for this case. What is your time expectation to resolve this particular issue?

Thank you in advance for your reply.

Best Wishes,

Jakub

Hello Jakub & Team,

Thanks for your support and follow up.

SK

Hello Rembrandt,

Appreciate it for a response though it's late and slow.

It's already 8th week now and entering to 9th week

Thanks,

SK.

Too much of suffering to get my own winnings.

I am not sure if it's only me facing with the issue or are there other players who are going through same suffering.

It's now 9th week now since I played and withdrawal was proceeded. From which only 1st installment was received.

Hello rickyrocky8631,

Thank you for your e-mail. I've already initiated contact with the representatives of the casino outside of this thread, and I'm currently awaiting their response.

I understand your frustration regarding the withdrawal issue, and please rest assured that we are actively working to ensure your payment is processed promptly. Your patience in this matter is greatly appreciated.

I will continue to keep you updated on any developments regarding your complaint. Thank you for your understanding.

Best regards,

Jakub

Hello Jakub,

Thanks for your support and follow up.

Yesterday I deposited and played 20e with Rembrandt . I won and withdraw 45e. The transactions was fast, I received the money today. Appreciate them for smooth and fast.

I am still wondering-the second instalment (1100e)when it will get resolved. If it happens soon I will get more opportunity and chance to play with them further following the transactions are smooth and fast like it happened today. 1100e is big amount for player like me. Hoping it gets resolved soon.

Thanks,

SK

Dear rickyrocky8631,

Don't mention it, I'm here to help you! Thank you for your patience and cooperation.

Based on the latest information available to me, your withdrawal has been escalated to the casino's financial department. Therefore, we'll need to wait a little longer for further updates. Once the casino representatives receive confirmation, either I or the casino will provide an update in this thread.

Jakub

Hello rickyrocky8631,

According to the latest information I got from casino, your withdrawal was delayed due to technical difficulties. However, the payout should be processed by the end of the upcoming week. I'm eagerly awaiting your confirmation!

Jakub

Hi,

Jakub thanks for follow up.

I have no other option to wait and they don't care what players go through in these kind of situations.

They have been saying about( technical glitch )this thing every day since last 10 weeks of email conversations. how much their is genuinity and truth in it they should only know.

I have to wait and hope this time it gets cleared🤞

-Sk

Hi Jakub,

I don't see any updates from the provider. I have been emailing them time to time every alternative day.

I am doubtful even if they are processing this week and getting the money to my bank by latest beginning of next week.

No words to express the way they are treating unfairly with me for depositing money & playing slots in their websites. 10weeks now since the withdrawal process and 6th week now 2nd installment pending. Where in the world takes such long to resolve a technical issue that too in this advanced technology era.

-Sk

Hello rickyrocky8631,

Thanks for your message. I'm really sorry that you haven't received your withdrawal yet. According to the casino's representatives, the funds should be processed by the end of this week. However, I cannot guarantee that this will indeed be the case. I understand your concerns, but I strongly recommend waiting a few more days as we are aware that the casino is actively working on resolving this issue.

Dear Rembrandt Casino,

Could you please provide an update on this issue? Will the withdrawal be processed and sent to the player by the end of this week as previously claimed? I would really appreciate it if you could share your reply within this thread.

Thank you in advance!

Jakub

Hi Jakub,

I got updates from them on Friday and yesterday. I don't know if they really want to give the money. They are unable to give specific date that it will be in my bank account like 2 days, 3 days, one week instead they are using words like soon/in the future.

On Friday they have written something like this (part of the email) " They have confirmed that your funds should reflect on your bank account soon.."

Yesterday they have written something like this(part of the email) " received information that your funds are in the end stages of the processing, you should receive uplifting news in the near future."

Is it what the player deserve for depositing and playing and winning and withdrawing money from the providers website. I never overcame this kind of issue with any other casino in my 3years of play history.

Kindly intervene and do the needful.

-Sk

Hi Jakub,

Request you to intervene and ask provider about my second instalment, Why such delay even if it's processed from their side as per the email conversation from the previous week.

I hear same narration from the provider from yesterday's email conversation.

This provider treating me very unfairly for depositing, playing, winning and withdrawing money from their website. It's now 8th week(march 12) the 1st installment was given and since then there has been many technical excuses to pay/transfer second installment to my bank account.

Sk

Hello rickyrocky8631,

Thank you for your messages, and please rest assured that we are diligently working on your case. Currently, we are endeavoring to reach out to the casino's representatives through alternative channels to obtain more information regarding your delayed payment. It has been almost two weeks since the last response from the casino.

Your patience is appreciated, and I will continue to persist in resolving this matter.

Jakub

Thank you Jakub

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.

Hi,

Jakub any updates ?

I had been mailing the operator recently for further updates about the payment. It seems they have tended to turn a deaf ear for my recent emails.

Don't get any genuine feedbacks regarding payments. What makes them to treat this way or progress the process such a snail pace hard to understand.

From my understanding,They may tend to make players suffer by delaying the payment if the players win anything big.

Thanks,

Sk

Dear rickyrocky8631,

I apologize for the inconvenience. However, I'm sorry to inform you that I have not received any updates on your case thus far. The casino ceased communication immediately after their previous claim two weeks ago.

I kindly request Rembrandt Casino to rejoin this thread and address the unresolved issue regarding the player's withdrawal. The player is still awaiting resolution. I must reiterate that failure to respond within the specified timeframe may result in the closure of this complaint, which could adversely affect Rembrandt Casino's safety index on our website.

Your prompt attention to this matter is greatly appreciated.

Jakub

Thanks Jakub for your quick response and appreciate for your follow up.

I am also trying to get sorted out the issue through mails and other platforms too. Very challenging not much impact. They doesn't care about player situation by any means. They like to resolve issues on their own pace

-Sk

disappointing news for me. Now they say I should receive updates within next 24th. No clarity at all.

10days ago they mentioned the payment is being processed and it should reflect in my a/c soon.

Dear rickyrocky8631,

Unfortunately, Rembrandt Casino has not responded within the given timeframe, necessitating the closure of this complaint as unresolved. While this outcome may not be satisfactory for you, the decrease in rating due to unresolved complaints could potentially prompt the casino to reconsider its approach. If the casino chooses to respond, the complaint will be reopened, and you will be notified via email.

Thank you for your patience and cooperation.

Hi Jakub,

Yes provider is treating players unfairly and unfriendly with their payment services.

But Thanks let's see.

-SK

Hello everyone,

We’ve reopened this complaint at the request of rickyrocky8631. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

According to my knowledge, the player still hasn't received his withdrawal, even though it should have been processed and sent a month ago.

I kindly ask Rembrandt Casino to provide an update on this case.

Thank you in advance!

Thank you Jakub for reopening.

Today I also send email to the main company in which the Rembrandt is one of their brand.

Let's hope they take the matter seriously and resolve the issue.

More than 2.5 months is too much waiting time to make a player to give his/her payment.

SK

Hello everyone,

We apologise that this case has been ongoing for long period and we are doing everything in our power to find solution, on which we keep player updated from customer support side.

That being said, sadly, we still have not gotten the outcome that would resolve this issue. However, we have reached out again to our relevant department and requested for player's case to be prioritized.

Please rest assured that we want to see this case resolved to players satisfaction, and we will keep up our efforts to deliver results in the shortest time possible.

We really appreciate your understanding.

Sincerely,

Rembrandt Casino Complaints Team

Hello everyone,

Another week has passed, and the question remains the same: Are there any updates on this case? Is there a solution in sight? Understanding the reason for this delay would greatly help us, especially the player, to better grasp the situation.

Dear Rembrandt Casino,

Could you please share these details? What is the current status?

Thanks.

Hello Jakub,

Few days back I received email from them. they claim they made the payment process without any irregularities and investigating the situation to know where the delay is. Don't know if I should consider it as positive as I lost trust with the operator with their very poor assurances and no clarity. I had been following with them every day. If they don't give the money by end of this month then it's entering into to 3rd month.

I don't know why they are treating a player very unfairly for depositing playing winning and withdrawing.

Thanks,

SK

Hi Jakub,

I received the amount after so many weeks of follow ups

I thank you for your cooperation.

Also thanks to Rembrandt team for resolving this issue although it's too too late.

Br,

SK

Dear rickyrocky8631,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Jakub