Rembrandt Casino - Igrač se bori da dovrši provjeru računa.

Good day,

I deposited 100 euros at Rembrandt Casino via instant transfer without using a bonus. With that I earned 800 euros and applied for this to be paid out. Now the casino wants proof of all deposits made. The problem is that I deposited 2 times with a Paysafecard. Paysafecard has blocked my account without giving any reasons, so I cannot send them a screenshot of my account. But I sent them the confirmation emails from Paysafecard, in which the payments are confirmed. Only the owner of the Paysafecard account receives these emails. The casino rejects this. Now I'm really overwhelmed by what else I can do.

Guten Tag,

ich habe beim Rembrandt Casino 100 Euro über Sofortüberweisung eingezahlt ohne einen Bonus zu nutzen. Damit habe ich 800 Euro erspielt und dies zur Auszahlung beantragt. Nun will das Casino Nachweise aller getätigten Einzahlungen. Das Problem ist, dass ich 2 Mal mit einer Paysafecard eingezahlt habe. Paysafecard hat meinen Account ohne Angaben von Gründen gesperrt, somit kann ich denen kein Screenshot von meinem Account senden. Ich habe denen aber die Bestätigungsemails von Paysafecard gesendet, in welchen die Zahlungen bestätigt werden. Diese Emails bekommt ja nur der Inhaber des Paysafecard Accounts. Diese lehnt das Casino aber ab. Nun bin ich echt überfragt, was ich noch tuen kann.

Dear DaveBerlin,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Were your actual winnings accumulated from a deposit made by Paysafe card?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear DaveBerlin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.