Good day,

I requested a withdrawal last week Tuesday 07/05/2022. This was also approved on 7/7/2022 around 2:40 p.m. with the reference that the money will appear in my account within 1-2 days. To date I have not received any payment. When asked in the chat, I was often comforted with standard answers. After further hacking, it turned out that the payout allegedly had a delay (according to the chat on 07/13/2022) and will arrive on 07/14/2022 at the latest. This didn't happen. I then contacted the live chat again and was reluctant to disclose my incoming payments from July 7th, 2022 to today. These were forwarded to the responsible department yesterday. Here I received the answer again today in the live chat that it will take some time until these screenshots are processed. I have a hunch this is just an excuse. I hope I can find help here or at least a concrete solution. I just think it's a shame because I can deposit without any problems, but if I win something there are only problems. Thanks

Guten Tag,

Ich habe letzte Woche Dienstag am 05.07.2022 eine Auszahlung beantragt. Diese Wurde auch am 07.07.2022 gegen 14:40 Uhr genehmigt mit dem Verweis das das Geld innerhalb von 1-2 Tagen auf meinem Konto erscheinen wird. Bis heute habe ich keine Zahlung erhalten. Auf Nachfrage im Chat wurde ich des ?fteren mit Standard Antworten getr?stet. Nun nach weiterem Nachhacken hat sich herausgestellt, dass die Auszahlung angeblich eine Verz?gerung gehabt h?tte ( laut Chat am 13.07.2022 ) und am 14.07.2022 sp?testens eintreffen wird. Dies ist nicht geschehen. Daraufhin habe ich wieder den Live Chat kontaktiert und musste ungern meine Zahlungseing?nge vom 07.07.2022 bis heute offen legen. Diese wurden gestern weitergeleitet an die zust?ndige Abteilung. Hier erhielt ich heute im Live Chat wieder die Antwort das es noch etwas dauert bis diese Screenshots bearbeitet werden. Ich habe die Vermutung das dies nur eine Ausrede ist. Ich hoffe ich finde hier Hilfe oder zumindenst einen konkreten L?sungsvorschlag. Ich finde es einfach nur schade, da ich ja auch ohne Probleme einzahlen kann, jedoch wenn ich etwas gewinne gibt es dann nur Probleme. Danke

Hello danieltraw,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rembrandt Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello dear Casino Guru team,

I still haven't received the money at this time nor have I received any feedback regarding my bank statements being checked to prove I didn't receive the money.

Hallo liebes Casino Guru Team,

ich habe zum jetzigen Zeitpunkt noch immer nicht das Geld erhalten ebenso habe ich noch immer keine Rückmeldung bezüglich meiner Kontoauszüge die geprüft werden um zu beweisen das ich das Geld nicht erhalten habe.

Thank you danieltraw for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear danieltraw,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Rembrandt Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Rembrandt Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear danieltraw,

Thank you for the provided information. Please, let me know as soon as you receive the payment.

Kind regards,

Stefan

The money arrived!

Thank you anyway for your help!

Das Geld ist angekommen!

Ich danke Ihnen trotzdem für Ihre Hilfe!

Dear danieltraw,

I am really glad to hear that! As the complaint has been successfully?resolved, we will now close it as "resolved" in our system. Thanks for your cooperation, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan