Condor Malta Ltd. (Rembrandt Casino) stalling withdrawals.

manttih

Newbie member
Joined
Nov 18, 2016
Location
Finland
Warning to other players: Rembrandt Casino is deliberately stalling withdrawals (as are probably their sister casinos). My withdrawal (about half of what I deposited) has been pending for three days (still reversable). I have asked their live chat, and customer support what's the deal with this and when I can expect my withdrawal, but all they give me is nonsensical answers, such as 'sometimes it takes longer to handle withdrawals' or 'don't worry, your withdrawal will be handled as soon as possible'. If asked a timeframe, they refuse to give it, nor a reason why the withdrawal is taking so long. I sent my documents right after the withdrawal.

In this modern age, when some casinos offer instant withdrawals (within minutes), 72 hours STILL PENDING is horrible customer service. So I write this as a warning to other players - stay away from this casino.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Ex-Costa Rica and ex-Curacao licensed casino group, now under MGA. Still, the leopard won't lose its spots that quickly, if ever.
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
First of all: as Finish player how did you end up there? You should ask yourself that question first. Later you can worry about the withdrawal.
 

manttih

Newbie member
Joined
Nov 18, 2016
Location
Finland
Well, I'm always testing new casinos, and MGA -license usually means fast withdrawals. I didn't know about the Costa-Rica / Curacao licenses..
 

Paimonah

Experienced Member
PABnoaccred
PABinit
Joined
May 10, 2015
Location
Ger
Now i have the same problem with another casino from the "Condor Malta Ltd." group:
My withdrawal is still in pending, since 3 days now.
And the chat is not helpful. E-Mails answers takes a time of 24 hours and more.
Together it is a very bad service!

I hope i have my withdrawal in the next hours :-(
 

manttih

Newbie member
Joined
Nov 18, 2016
Location
Finland
Now i have the same problem with another casino from the "Condor Malta Ltd." group:
My withdrawal is still in pending, since 3 days now.
And the chat is not helpful. E-Mails answers takes a time of 24 hours and more.
Together it is a very bad service!

I hope i have my withdrawal in the next hours :-(
In my case, I had to send:
- passport , front and back
- selfie with a passport
- proof of deposit (my case, Zimpler screenshot and also do a deposit with Trustly).
- proof of bank account ownership (screenshot of bank)
- proof of address (utility bill)
and most absurdily:
- selfie with a passport with their site chat open on background while holding a note with current date (??????, why not juggling and hopping on one leg :)).

You can send them in advance, but i only received my withdrawal after contacting MGA on the matter.

***

so, it is blatantly obvious this has nothing to do with account verification. the only reason is to stall the withdrawal hoping a player reverse it and lose it. I told MGA on my message, that they should remove their license but it seems they don't care about this kind of behaviour as long as they get the license fees :) .
 
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Paimonah

Experienced Member
PABnoaccred
PABinit
Joined
May 10, 2015
Location
Ger
I have send all my documents before:
Personal ID, front and back,
utility bill (proof of adress) and a screenshot with my deposit method (in my case neteller).

Than i had an email:

"You have recently sent us documents to verify your account. In order to complete this process we still need the following documents:

- recent (not older than 2 months) bank statement visibly displaying your name, address, IBAN and date;
Please, note - all information has to be on one page. Screenshots are not accepted. The document has to be a photo of a physical statement or PDF version of a digital one.

- screenshot of Neteller transaction to Condor Gaming, showing account information (account ID or email) in the top right corner. All the information should be displayed on one page. (since the provided one is missing the transaction to Condor Gaming)

Let us know if you have more questions regarding your account, we are happy to help you!"



Normally i don't want my withdrawal to my bankaccount, but i have send the last 2 documents too 2 days ago.
And now i don't have an email answer, nothing.
My withdrawal is still in pending atm .... since 4 days now :-(
 

manttih

Newbie member
Joined
Nov 18, 2016
Location
Finland
I have send all my documents before:
Personal ID, front and back,
utility bill (proof of adress) and a screenshot with my deposit method (in my case neteller).

Than i had an email:

"You have recently sent us documents to verify your account. In order to complete this process we still need the following documents:

- recent (not older than 2 months) bank statement visibly displaying your name, address, IBAN and date;
Please, note - all information has to be on one page. Screenshots are not accepted. The document has to be a photo of a physical statement or PDF version of a digital one.

- screenshot of Neteller transaction to Condor Gaming, showing account information (account ID or email) in the top right corner. All the information should be displayed on one page. (since the provided one is missing the transaction to Condor Gaming)

Let us know if you have more questions regarding your account, we are happy to help you!"



Normally i don't want my withdrawal to my bankaccount, but i have send the last 2 documents too 2 days ago.
And now i don't have an email answer, nothing.
My withdrawal is still in pending atm .... since 4 days now :-(
as I said, my withdrawal only went trough after contacting MGA and adding Condor as CC to email. It is astonishing they still have MGA license as you / me are probably not the only ones suffering from this. So, I advise you to do the same. I immediately closed my account on the casino after receiving the withdrawal to my bank account.
 

Paimonah

Experienced Member
PABnoaccred
PABinit
Joined
May 10, 2015
Location
Ger
I was in chat again and i've asking for my withdrawal.
The CSA told me: "As soon as possible" and "A little patience" and so on.
Every time in chat the same answers!

Now i have send a complain to the mga!

Let's see what happens now.
 

manttih

Newbie member
Joined
Nov 18, 2016
Location
Finland
Now I should turn to IBAS. Is that good or bad?
Im not sure what IBAS means. But on my case, I send a direct email to [email protected] (with the casino email as CC on the message so they knew that I was actually complaining :)) .. they then redirected me to some other place, but at all times kept the casino email as CC .. I told them all the ways they were stalling, and I think I never would've gotten my withdrawal if I hadnt done this.
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
Im not sure what IBAS means. But on my case, I send a direct email to [email protected] (with the casino email as CC on the message so they knew that I was actually complaining :)) .. they then redirected me to some other place, but at all times kept the casino email as CC .. I told them all the ways they were stalling, and I think I never would've gotten my withdrawal if I hadnt done this.

IBAS is an ADR service. Alternate Dispute Resolver. MGA probably sent you to one in order to "mediate" your complaint :)
 

Paimonah

Experienced Member
PABnoaccred
PABinit
Joined
May 10, 2015
Location
Ger
I have send an email at IBAS and i have an answer:

Thank you for submitting your claim. We will respond as soon as possible.

Regards,

IBAS



What's next now?
Does anyone have experience with it?
 

LV BET

LV BET Representative
Joined
Feb 13, 2018
Location
Malta
I have send an email at IBAS and i have an answer:

Thank you for submitting your claim. We will respond as soon as possible.

Regards,

IBAS



What's next now?
Does anyone have experience with it?

Speaking from an operator side.

You now just need to have patience and wait for them to reply back to you and also to speak to the Operator in question to get their side of the story.. I believe an operator has up to 10 days to reply once ADR sends them the complaint in question. But they might also contact you first to gather more information regarding the case.

Kind Regards,
Tyler :)
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Not sure what you exactly wrote to your complaint but now you might have create situation where casino is not interacting with you at all but only IBAS which possibly again make your withdrawal processing time to be some weeks from now as IBAS complaint process don't happen in day or two, especially now when all the holidays are coming.

They probably don't find any failure on casinos side if all what has happen is that your documents been pending some days, they haven't refuse to pay your withdrawal nor rejected all your documents so can't really figure out what you complained about?

Can't see it making much sense to engage with ADR or MGA as long they are not refusing to pay you, it just it worse can stop casino processing anything until complaint is sorted and closed which it's best will take over Christmas.... I would hope IBAS not doing anything as it only can slow down process for you, if your complaint is that your documents been pending few days, there is nothing ADR like IBAS make happen faster.
 

Paimonah

Experienced Member
PABnoaccred
PABinit
Joined
May 10, 2015
Location
Ger
So was it a mistake to complain that 5 days waiting for a payout is too long in my opinion?
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
If casino receive official complaint from IBAS or any other ADR, they probably deal with that complaint first before doing anything further on your account. Yesterday your last sent documents were pending 2 days so 3 today, but which regulation you refer they are violating?

Now you can hope that casino will get your docs approved before they hear about IBAS, otherwise you are looking quite long waiting time and i still have no idea what you aske IBAS to do, which regulations they breach?
 
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