Rembrandt Casino - Hráč má potíže s dokončením ověření účtu.

Hi there,

I have requested an initial withdrawal and should then verify my account. I have sent all the information to Rembrandt, but they always claim something is missing.

Hallo,

ich habe eine erstmalige Auszahlung angefordert und sollte daraufhin mein Konto verifizieren. Ich habe sämtliche Informationen an Rembrandt gesandt, diese behaupten jedoch immer es würde etwas fehlen.

Dear Daniel,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hi there,

5 days ago I requested the payment and 2 days ago I submitted all the necessary documents by email. The documents could not be uploaded to the Rembrandt app.

I have sent a copy of my identity card, a current invoice, proof of payment (screenshot PSC account) and a current bank statement. Since the chat is ONLY possible in English, I unfortunately only understand half of it. I think these documents are sufficient to verify my account. In the chat it is said again and again that documents are missing.

I understand that this process in itself is necessary.

Thank you for accepting the complaint.

regards

Daniel

Hallo,

vor 5 Tagen habe ich die Auszahlung beantragt und vor 2 Tagen alle notwendigen Dokumente per Email eingereicht. Das Hochladen der Dokumente in der Rembrandt App war nicht möglich.

Geschickt habe ich eine Kopie meines Personalausweises, eine aktuelle Rechnung, Einzahlungsnachweis (Screenshot PSC-Konto) sowie einen aktuellen Kontoauszug. Da der Chat NUR auf Englisch möglich ist, verstehe ich leider nur die Hälfte. Ich denke das diese Unterlagen ausreichend sind, um mein Konto zu verifizieren. Es wird im Chat immer wieder behauptet, es fehlen Dokumente.

Ich verstehe, daß dieser Prozess an sich notwendig ist.

Vielen Dank für die Annahme der Beschwerde.

Freundliche Grüße

Daniel

I fully understand your frustration, Daniel. I will set the timer for additional 4 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Petronela,

it's really very frustrating. The documents should be sufficient, or am I wrong? I tried again in the chat to find a solution, but documents are missing again. You also have the feeling of being annoying. Nothing will change until Tuesday, I'm sure of that. But well, let's wait a few days ...

Best regards

Daniel

Hallo Petronela,

es ist wirklich sehr frustrierend. Die Dokumente sollten doch ausreichend sein oder sehe ich das falsch? Ich habe nochmal im Chat versucht eine Lösung zu finden, jedoch fehlen wieder Dokumente. Man hat außerdem das Gefühl lästig zu sein. Bis Dienstag wird sich da nichts ändern, da bin ich mir sicher. Aber gut, warten wir die paar Tage ab...

Beste Grüße

Daniel

Please, Daniel, just two more days, and if nothing changes we will intervene. Thank you very much for your understanding and patience.

Hello Daniel,

Have there been any developments since our last conversation?

Hi,

I have now received confirmation from Big5Casino that the KYC has been completed and my withdrawal is in progress. I don't know if Big5Casino is related to Rembrandt ???

So far no new information has come from Rembrandt himself.

Best regards

Daniel

Hi,

ich habe nun eine Bestätigung von Big5Casino erhalten, dass der KYC abgeschlossen ist und sich meine Auszahlung in Arbeit befindet. Ich weiß nicht ob Big5Casino mit Rembrandt zusammenhängt???

Von Rembrandt selbst kam bisher keine neue Information.

Beste Grüsse

Daniel

Thank you very much, komacasper, for the update. I have checked the License Validator on the casino website, and this is what I found:

Please let me know when you receive your funds. Looking forward to hearing from you.

Hi,

in the meantime, Rembrandt has also got in touch and approved the payment. The KYC has been successfully completed. Now I'm just waiting for the money to be received ...

Best regards

Daniel

Hi,

inzwischen hat sich auch Rembrandt gemeldet und die Auszahlung genehmigt. Der KYC ist erfolgreich abgeschlossen. Nun warte ich nur noch auf den Geldeingang...

Beste Grüße

Daniel

Great news. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.

Dear komacasper,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.