Rembrandt Casino - Der Rückzug des Spielers hat sich verzögert.

I have been waiting for 1 month for my withdrawal to be approved, I have already sent all the documents and I have already deposited and the only thing they tell me is to wait, I don't know if I actually pay this casino, please help me

Tengo 1 mes esperando que aprueben mi retiro ya envié todos los documentos ya deposite y lo único que me dicen es que espere nosé si en realidad pague este casino me urge que me ayuden porfavor

Dear katiaortega101,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus? According to your forwarded screenshots, the withdrawal was requested on the 15th of June. Is that correct, please?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

An apology with the dollar denomination 😌

It is my first withdrawal that I have endured because I had already tried, only on the third day I gambled and lost 🙁

I have already deposited twice, it is assumed that the account is already verified

If the 15 ,

Una disculpa con la denominación dólares 😌

Es mi primer retiro que aguanto porque ya avía tratado solo que al tercer día me lo jugué y perdí 🙁

Ya e depositado dos veces se supone la cuenta ya está verificada

Si el 15 ,

I'm sorry but do I understand correctly that your actual withdrawal is still pending inside the account, or have you played it down already?

It's still pending

Aún está pendiente

Thank you very much, katiaortega101, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you katiaortega101 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 is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

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 the Malta 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

We’ve reopened this complaint at the request of Rembrandt Casino. We received the following message:

Hello, after reviewing the situation, we can confirm that the player's withdrawal was pending because he had submitted incorrect documents for account verification, meaning the account was not verified. During the KYC verification process and document collection, the player played through those funds, and there are no longer any pending withdrawals.

Best regards,

Rembrandtcasino.com

Dear katiaortega101, can you confirm that there was an issue with your KYC and that you have played through your funds? Thank you in advance!

Dear katiaortega101,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.