Rembrandt Casino - Der Spieler kann sich nicht verifizieren.

They don't want to verify my account, they want me to keep documents from my very old bank account, I tell them that it has not existed for a long time and although I always make deposits with my current account, they require the account statement and picture of my old account. I'm tired of telling them I don't have it, but they write to me when I send them my account at Rembrandt casino is not verified. They would have to be enough to verify their current bank account, passport, ID, bank statement and a letter. Why are documents required for a bank account that does not exist? If I win, I cannot request a withdrawal because my Rembrandt account has not been verified. I think they do it extra.

Die wollen mein Konto nicht verifizieren die wollen von mir andauernd dokumente von meiner ganz alten Bank Konto ich teile denen mit das es seit langem nicht mehr existiert und obwohl ich mit meiner aktuellen Konto immer einzahlungen tätige verlangen die Kontoauszug und Bild von meiner alten Konto. Ich habe es satt denen andauernd zu schreiben das ich es nicht habe aber die schreiben mir wenn ich schicke wird mein Konto bei Rembrandt casino nicht verifiziert. Denen müsste doch zur verifizierung aktuelle Bank Konto, Pass, Ausweis, Kontoauszug und ein Brief reichen. Wozu wird dokumente für nicht existierte Bank Konto benötigt? Wenn ich gewinn mache kann ich keine Auszahung beantragen weil mein Konto bei Rembrandt nicht verifizert wurde. Ich denke das die es extra machen.

Hello cennetkusumm,

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

Have you been verified in the casino before? When was the last time the casino was in touch with you? What has their respond when you told them that the account is no longer existing?

Please also forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you resolve this case.

Regards,

Nick

Casino.guru

Hello Nick,

So in the Rembrandt Casino I have never been verified but in another casino without any problems.

The last thing that wrote to me I had sent in the attachment as a screenshot, the last email came from those on October 16, 2021 who want a document as proof that this bank account 3483 does not exist. I cannot send them proof of a non-existent bank account, which is total nonsense what Rembrandt Casino is asking of me.

Warm greetings

Cennetkusumm

Hallo Nick,

Also im Rembrandt Casino wurde ich noch nie verifiziert aber in einem anderen Casino ohne probleme.

Das letzte was die mir geschrieben haben hatte ich im Anhang als Screenshot geschickt das letzte email kam von denen am 16.10.2021 die wollen ein dokument als besweis das dieses Bank Konto 3483 nicht existiert. Ich kann denen kein Nachweis für nicht existierte Bank Konto schicken das ein totaler schwachsinn was Rembrandt Casino von mir verlangt.

Liebe Grüße

Cennetkusumm

Thank you cennetkusumm for providing additional information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello cennetkusumm!

From now on, I will take care of your complaint. I would like to invite representatives of Rembrandt Casino into this complaint in order to help us resolve the issue.

Dear Neslihan,

We are sorry that you need to write this complaint.

After checking your account we could see that only one document is missing for us to be able to verify your account.

Please be so kind to check your e-mail as we have sent you all the details about the document we are still missing and we would kindly ask you to provide us with it as we can assure you that we will check it for you with the highest priority.

Best regards

Rembrandt Casino Complaints Team

Which document a non-existent document do they want from me I am not a creator, where should I conjure up

Welches dokument ein nicht existierte dokument wollen die von mir ich bin kein erschaffer woher soll ich herzaubern

Dear representatives of Rembrandt Casino,

Please kindly note, that the player already uses a different bank account which was also used for deposits to your casino. I would like you to take this into consideration and adjust the verification process with this new fact.

Dear Martin,

Thank you for your reply.

We have checked with our relevant department and since that particular card has been used for the deposit due to Anti Money Laundry procedure we will need to have a copy of it.

If the card is not active anymore in that case we will need to have written confirmation from the bank that this is the case.

We have sent another e-mail to the player explaining the options and we hope that player will provide us with the needed so we could verify the player's account with the highest priority.

Best regards

Rembrandt Casino Complaints Team

Hello cennetkusumm!

Kindly note, that certain anti money laundering procedures are very strict and casinos are obliged to fulfill all the requirements by their licensing authority. This is especially true with casinos licensed by the Malta Gaming Authority as Rembrandt Casino.

I would like to suggest that you'd ask your previous bank to provide you with a confirmation document, that the bank account in question no longer exists, which might most probably be necessary in order to proceed with your verification procedure.

Hello cennetkusumm!

Was your issue resolved? 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.

Dear Martin,

Thank you for your reply.

We have sent a reminder e-mail about the card that we are still missing for account verification and we hope that we will receive the required card as we would be more than happy to verify the account.

Best regards

Rembrandt Casino Complaints Team

Unfortunately, we’re forced to reject this case since 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.