The player from Italy had won a significant sum but hadn't received the withdrawal, limited to 500 euros, even after 15 days. The customer support had ceased communication and the chat function was non-operational. The player's account was verified and the winnings had been accumulated through bonuses, which were converted to real money by meeting the casino's requirements. The player had received partial payment of 500 euros, with 900 euros still pending. The player had reported that the casino's chat function was intermittently non-operational and his emails were largely ignored. After our intervention, the player informed us that the casino had finally paid the remaining amount, albeit very late. We had marked the complaint as resolved.
Atlantis Slots Casino - Player’s withdrawal has been delayed.
Amount: €1,450
Atlantis Slots Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
Good morning. I won a decent sum of money but the problem is that the withdrawal (already subject to the limit of 500 euros by regulation) has not yet been debited to me after 15 days. Even the assistance that the casino boasts as a point of pride. He stopped responding and the chat no longer works for me. I've seen others have had similar problems.
Please help me. I am a father with a dependent daughter and this money owed to me serves me like oxygen. Should I file a police report?
Please help me
F**** D*** F****
Edited by a Casino Guru admin
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6 months ago
Hello fabiodemas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Atlantis Slots Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Translation
Good morning. My account is verified. The required documents uploaded some time ago, the money won previously through bonuses which I transformed into my own money by doing what the casino requested (by playing), the money is mine for all intents and purposes. If you need screen shots tell me where I can send them.
The casino simply doesn't pay me for no reason. By no longer replying to my emails and blocking the support chat, which I verified works (through another user who registered and asked for the chat and the operator's response was almost immediate)
Help me please
Thank you
F******
Edited by a Casino Guru admin
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6 months ago
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Good morning. I wanted to inform you that Atlantis Slots has credited me with the withdrawal. Which is only part of my winnings anyway. There are still 900 euros missing
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6 months ago
Hello fabiodemas,
How much did you receive so far? Can you please forward your withdrawal history to nikolas.b@casino.guru?
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6 months ago
Translation
I received 500 euros. According to their rules I can withdraw once a week. But now they tell me that I have to wait a week from the withdrawal made (since it was debited). Now the chat is working again and to my questions about the lack of assistance they invented various excuses (that every now and then the chat doesn't work, when logging in with another account it worked fine) about the delay in payment they said they had had a financial check (which is which they had never mentioned) I'm afraid it will be a battle to get the rest of the money. I will obviously keep you updated. Thank you
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6 months ago
Hello fabiodemas,
Glad to hear that the casino made some movement. Can you please advise what is the status of the remaining withdrawals?
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6 months ago
Translation
Good morning. On May 2nd I made another withdrawal of 500 euros. By regulation they have until May 13th but the signal prizes are not good. The same situation as the first withdrawal is occurring. The support chat no longer works and I don't respond to emails. Let's hope for the best but I think it will be a struggle like the first withdrawal. It's a casino to avoid
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6 months ago
Hello fabiodemas,
Can you please advise if there's been any processed withdrawal since your last post?
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6 months ago
Translation
Unfortunately, as I expected, Atlantis Slots still hasn't paid me after 15 days. I made my withdrawal on May 2nd and I still haven't been charged. Customer chat is not working. Everything as for the first withdrawal. They responded to one email out of 5 telling me (on May 14th) that they had requested payment but nothing happened. Atlantis slots is a casino to avoid. Please intervene if you can
Thank you
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6 months ago
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Can you please intervene? They still don't pay. It's been 18 days
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6 months ago
Thank you fabiodemas for all the information so far. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Translation
Good evening. Atlantis paid me. Very late but he finally paid me. I do not recommend the casino. Payments take place after 20/30 days
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5 months ago
Dear fabiodemas,
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,
Mirka
Casino.Guru
