The player from Saxony, Germany had won 1,500 EUR, which was supposedly paid out on the 1st of April, but the funds hadn't arrived in her account at that time. She had been worried due to past experiences of late payments. The player later confirmed that she had received her payment on the 4th of April. We marked the complaint as resolved.
Atlantis Slots Casino - Player’s payout is delayed.
Amount: €1,500
Atlantis Slots Casino
Safety Index:Very lowSafety Index
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3.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
I have won 1,500 eur, supposedly paid out on the 1.4, but so far nothing has shown up in my account. By the way, I'm from Germany.
Automatic translation:
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8 months ago
Dear Rina05,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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8 months ago
Translation
According to the email from the casino, it would take 3-5 banking days. I had the problem before that it was paid out very late
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8 months ago
Have you received your payout yet, please?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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8 months ago
Dear Rina05,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Translation
Hello, I received the payment on April 4th.
Thank you very much for taking care
Automatic translation:
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8 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,
Tomas
Casino.Guru
