Rembrandt Casino | Casino Sieger | b-Bets | 24Bettle | Big5 Casino | Lucky Bull Casino | Gambeta10 | Tournaverse Support and Complaints Thread

Dear rep,

I move to Canada for education, is it possible to give the utility bill and the bank statement for the address here?

It is impossible to get my withdrawal after a year when I go back to my home country :(

Dear Casino Rep,

How is it?

Thank you

We asked the casino to reply to your previous message. We'll send a reminder. 

Dear Player,

Kindly be informed that you can download a pdf version of a Bank Statement from your online banking.

It will suffice for the KYC verification, just make sure it has all the required information.

Providing a bank statement with an IBAN is a must since verifying the bank account is one of the most concrete and safest ways to verify the identity of the account holder, which we are obligated by law to do so.

The KYC procedure is not intended to give you any hassle but more importantly, to avoid fraud and fulfill the legal requirements.

Additionally, if you are unable to provide an utility bill, please know that you can send us an internet/phone bill, tax letter, payslip etc.

Thank you for your understanding. 

Condor Gaming

Dear Rep,

Yes i know about downloading it from the online banking. and the file is 8190152589Apr2020.pdf the one that I sent it to you.

That's all I can get from online.

Is that not enough to prove my identity?

I dont know if the IBAN is not printed in the bank statement.

maybe because indonesian bank do not usually use IBAN frequently that they do not print it on the bank statement.

Dear rep,

how is it? am i going to get paid for my winning?

We informed the casino rep to answer your question on the forum. Casino reps usually don't work at weekends so we'll send a reminder tomorrow. 

Dear Player,

Please be informed that the casino requires your current address, not your previous one.

Feel free to send us the bank statement and utility bill for the address you currently live on.

Just make sure to let us know over the email of your recent move, so that the Legal department can update the data on your account accordingly.

Thank you for your understanding.

Kind regards,

Condor Gaming

Dear Casino Rep,

I have sent the new place i live in to [email protected]

please help me check it and please get back to me soon.

Thanks

Dear Rep,
I have uploaded everything please help me see to make the process smoother.

thank you

Please let us know as soon as your docs have been aproved and the winnings in your account. 

So far there is nothing.

The casino support has no update.

Well I am nt sure why is it so hard to verifiy one's account. I know some casinos that could do verification in just an hour. :(

We asked the casino rep for the update regarding your case. 

Yeah I got an update that my verification process is done.

I will wait for them to send the winning to my neteller.

Once i got it i will make a post here :)

Great news. Look forward to hearing from you. 

Bad news that until now I havent received any to my neteller...

We just heard from the casino rep and she says that the payment should reach your account soon. 

great I will be waiting. :)

Dear Player,

Our Financial department checked and we would like to let you know that your most recent Pay out is not requested correctly and that is why it cannot be accepted.

Please make sure to request a new Pay out including your banking details and our Financial department will take into consideration your preference to withdraw via Neteller.

Thank you for your understanding.

Kind regards,

Condor Gaming

Dear casino rep,

I have made another withdrawal. I am nt sure what to enter there.

I entered my neteller data.

Do I enter my bank data?

If it is wrong then please cancel it and I will make another withdrawal.

Dear Casino Rep,

I have made another withdrawal with the correct iban number.

please process it to my neteller.

thank you veryy much

Please let us know as soon as the money has been processed? 

Update: not yet processed.

Hopefully they can process it faster. :)

We've notified the rep to see what's going on. Keep you posted. :) 

update it is processed and i got my winning. thank you so much LCB for helping solve every problem i post on the forum :)

Great job LCB

 allsway get it done

Great news. Thanks very much for letting us know. 

This Big5 seems slow as h*ll, look at you self:

Withdrawal 26-08-2020 Approved (I guess when it is processed is it payed). This was free spins winning, deposit was required, so

Deposit 07-09-2020 Successful

My withdrawal is still pending, 10 days, and support is just guessing, "Kindly be informed that after checking your account I can see that our relevant department have been informed about your deposit, and I'm sure that they will process your payout anytime soon. "

And my withdrawal was approved right away, but where can the find the person, that care of bank transactions?

Could you please private message me your casino username, jaffe888? We'll notify the casino rep. 

Hi jaffe888,

We received your casino username and notified the casino rep. Keep an eye on this topic. 

After long period of waiting, I got this email. The original sum was 102€, which was approved same day. I thought that would be the final payout, but no. I haven't checked their rules, so they must have correct idea of max winnings with free spins, right? 

Funny, that my account history shows still the same as earlier, 102€ approved, nothing about transferred 25€?

Dear xxxxx,

Hope you are all well!

I would like inform you that the payout 25 euro   was transferred on 20.9.20

Please note it takes from 2 to 5 working days to be available to your bank account.

Have a good day!

Regards,
Big5 Casino Support 

Thanks for letting us know, jaffe888. We'll send a reminder to the casino rep and ask for the explanation. 

One more thing... I had to make a deposit of 20€ in order to cash my free spin winnings. If I remember correctly I asked that from support. At that time my withdrawal showed 102€ and I calculated that ok, It will be worth depositing.

Now, as it turned the way it did,  I think that to win 5 € for a many weeks of waiting, was not worth it. Not recommended this casino (family) to anybody. In my mind this is just pure bullying.

Yes, they require a deposit in order to cash out winnings. We sent a reminder to the casino rep. Let's wait and see what she will say. Keep an eye on this topic.

Dear Customer,

According to our Bonus Terms, I have to inform you that winnings with free spins received without making a deposit, are limited to a maximum of €25, (if there is a remaining balance; this will be waived) and can only be claimed by players who deposited within 2 months before the payout request. If you haven't made a deposit in our casino yet, according to our bonus terms, you have a 30 days period to make one, or these bonus winnings are waived. As for the minimum deposit amount required, as it is stated in our Terms and Conditions, it is set to €10.

After checking your account we can see that you have been notified on 27th of August 2020 about your approved withdrawal request, and in the same email you have been notified that the winnings are limited since they have been made with no deposit free spins.
We can also see that you have contacted us on 5th of September and been informed on this matter once again.

Since you have made the required deposit, your winnings have been transferred to your bank account on 20th of September 2020 and you can expect it shortly.

We are sorry that we could not provide you with information you wanted to hear, however you did accept our Terms and conditions at the moment of creating your account and we have no other choice but to adhere to them.

Kind regards,
Condor Gaming Complaints team

Hello, i have an ongoing case with Rembrandt Casino, where after three months of

verification process that included sending them: ID scans, deposit proof, ecopayz,

skrill billings, they demanded an official statement from bank that i do not posses VISA

on that account, and after all this i was told i need go to the police or imigration office

to get my 180EU. Hours spent on live chat, few separate threads living own live, same

copy paste everytime i bounce back with new document. And after all that i am pushed

going imigration office or police with explanation that noone of their players made

an problem of that...Yeah sure... and i am refused to get back my deposit too...

Hopefully that post will somehow help to resolve this,

All the best to everybody.

Hi huragans,

As I already notified you, your account details have been sent to the casino rep. She forwarded your complaint to the relevant department and I hope we'll soon get the answer. 

Keep an eye on this topic. 

Thank you 

Dear Customer,

I have checked your case with Rembrandt Casino. They want to inform you that your account can not be verified if they do not receive all necessary documents, which is stated also in their Terms and Conditions.

I would kindly ask you if you could provide them with a proof of address. It can be utility bill, phone bill, internet bill, tax document, insurance bill, etc. as long as it is on your name, address and it is not older than 2 months (which has to be visible on the bill). If you do not receive any bill on your address and name, you can send us a legal document that proves your residency on the address that you have registered on your casino account.
Such documents are usually issued by the Police office or Immigration office, depending on the country you are living in.
We are very thankful for your cooperation.

Kind regards, 

Condor Gaming

Hi there, thank you for reply, this is exacly what i have done before posting this.

I am not a newly guy in the office.

What i went thrue is about three months up and forth "verification process" within 

i have sent them: ID scans, both skrill and ecopayz account summary with all details visable

also Skrill Staff have sent me an side statement signed by their managers with all neccessary details

Date, name, adress. Same with bank, official bank inqueries(same bank i have made deposit with)

also they demanded an statement that i do not posses an VISA wich i also provided them

on my private request from a bank, costed about 10$, same as ecopayz card that i ordered via mail...

All that documents where provided into separate emails, discussed on live chat and usually into few threads...

So seriosly after all this "they" telling me to go to an pollice office or imigration is kinda marvelous

All the best, 

Huragans

t

Hi huragas,

You need to provide proof of address. It can be a utility bill, phone bill, internet bill, tax document, insurance bill, etc. as long as it is on your name, address and it is not older than 2 months (which has to be visible on the bill). 

Do you have any of these documents? 

Yes official statement from the bank, ecopayz and skrill.

Have you sent the evidence of your address you live? 

Yes, its on my bank statement, bank slip,bill and an invoice letter within i received ECO payz card,

also asked skrill for an official statement that i am longtime verified user...

Please help me with this.

Okay we will ask the casino for the casino what else they need from you. 

Keep you posted. 

They want to push me going police department or immigration office, after three months

of sending them every document they requested, and asking bank and ecopayz to

make an official statement + ordering payment cards what all costed money,

i am not in mood of dooing that with COVID flying around.

Not saying that i am that desperate for that 180EU, but this situation is just

making me TILT.

Okay. We'll see what we can do. 

What you gonna say now Condor Gaming, hhhuh?:)

Hello,

I am a long time customer from the condor group there a good casino but now there stalling for more then 2 months to pay me out.

Don't get me wrong I think they are a proper casino. But this absurd I give out my timeline.:

-6 Sepember made a withdraw

-14 September in need of make deposit before pay out (been more then 2 weeks)

-15 september done 

-23 sepember In need of new documents

-26 sepember provided.

-2 October need new bank documents for the payment

-3 October provided.

-8 Ocotber Request for a bank card photo (which I didn't deposit with at the casino)

-9 october discussion that I can't provide this bank card they say they can't help me 

-14 october use another  bank account with bank card

- 22 october get a message that my account is finally verified.I quote Support Thu, Oct 22, 3:28 PM  to me Dear xxx Thank you for your email. Please be informed that your account is verified, "

-25 ocotber I asked where is my payment, they urge me not to cover all numbers from my bank card they need expire date and only 5 numbers are allowed to be covered which is absurd.( ease for someone to crack my card) and has to be hand signed backside.

-26 october provided

-3 november NO ANSWER yet

They asking for documents which are not even have anything to do with the casino. I have been told I was verified and then I wasnt anymore it just looks like a big stalling tactic to with hold me from my withdraw. I like this casino and hope the represative can help me! If else I will have to file a complaint with there license provider!

Hi superrups,

Please provide me with your casino username. We'll notify them. Could you please tell me the name of the casino you played?