The player from Germany won 1500 EUR after depositing 25 euros and using 4 euros in vouchers. The casino is not paying out the winnings despite previous successful transactions. Later, the player informed us she received her winnings and we closed the case as resolved.
Atlantis Slots Casino - Player is experiencing difficulties with her withdrawal.
Amount: €1,500
Atlantis Slots Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
I deposited 25 euros and had 4 euros in vouchers. I've been playing for weeks and months and have now won 1500 EUR, they don't want to pay me out. But before that it always worked despite the bonus game. I am very disappointed as I have never had any major problems before
Automatic translation:
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10 months ago
Dear Rina05,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.
Do I understand correctly that you have successfully passed the KYC verification?
Have you made any successful withdrawals from this casino before?
Could you please advise which bonus exactly have you used?
When was the last time you communicated with the casino and what was it about?
I hope we will be able to resolve your issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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10 months ago
Translation
Hello, yes, I was able to verify myself successfully and the casino was run via Playzax at the time but changed the name. I wrote this regarding today with the casino and also have the chat history from it. This was the VIP deposit bonus. I've already made several deposits with this bonus and have never had a problem with the payout or that I can only pay out less because I've been a customer there for over a year. And that it's now suddenly turned like this and I'm accused of it I find it very cheeky that I shouldn't have used the bonus
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10 months ago
Translation
I also have the screenshots of the payouts that worked before
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10 months ago
Have you been in contact with customer support regarding the problems with the bonus? Please forward any relevant communication to veronika.l@casino.guru. Thank you.
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10 months ago
Translation
My request has been dealt with and I have received the full amount of money
Automatic translation:
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10 months ago
Dear Rina05,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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