The player from the Netherlands had been facing prolonged delays in receiving withdrawals from an online casino since May 27. Despite numerous follow-ups and reassurances from the casino, the withdrawal remained unprocessed due to alleged banking issues. After further communication, the player confirmed that the money had been transferred. The complaint was marked as resolved by us.
Atlantis Slots Casino - Player’s withdrawal has been delayed.
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
2 months ago
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3 months ago
Paying out is apparently difficult for this casino
Played a lot at this casino. When the time comes to pay something out, it seems that they are not at home. Requested a payment on May 27. They promise within 2 or 3 business days. A message was sent after 5 working days and after 7 days a message was received that they were having problems with the bank. After 9 days, 11 days, another email was sent. Got nothing back. After 13 days, I sent it again and received a response that they would immediately proceed to payment after the weekend. Wednesday after that weekend still nothing. After 15 days I emailed again and was told that ANA VIP manager is encouraging people to make the payment. But after 24 hours still nothing. It seemed like a great casino with nice bonuses, but it turns out that what seems good is not always good. Below is the text that came from the casino.
Patricia Thu, 05/30/24 10:51 am Dear Jan,
We regret to inform you that there has been an unexpected delay in processing your withdrawal due to some issues. We sincerely apologize for any inconvenience this may have caused you.
Our team is working diligently to resolve this matter and ensure your payment is sent as soon as possible. We truly appreciate your patience and trust during this time.
Thank you once again for your understanding.
If you have any questions or need further assistance, please do not hesitate to reply to this email, and we'll give you the necessary support.
Brian Fri, 05/31/24 8:51 pm Hello Jan,
Regarding your withdrawal request, we want to assure you that your payment will be processed at the earliest opportunity. Currently, we are addressing a few internal issues, and our banking partner is also experiencing some system-related problems. However, we are confident these will be resolved shortly.
Please rest assured that your payment will be credited to your account in the near future. We appreciate your patience and understanding during this time.
Kind regards,
Atlantis Slots Team.
Ana VIP Manager Fri, 06/07/24 4:25 pm Dear Jan, We would like to inform you that the payment will be processed after this weekend. We sincerely apologize for the delay and greatly appreciate your understanding in this matter. Thank you.
Ana VIP Manager Wed, 06/12/24 2:05 pm Hello Jan ,Regrettably, your withdrawal has not been approved yet. I have once again escalated the matter, requesting urgent attention. Thank you for your patience.Best Regards, Ana
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3 months ago
Dear Alligator47,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Hello dear Tomas,
I have been playing at Atlantisslots for a long time and have also had a payout before. In the meantime they call me a VIP and that only has to do with the amount of money you have already brought there and apparently that is enough to call me a VIP. The advantage of being a VIP is that they pay out faster. But with Atlantis this is the other way around, because I cannot imagine that it took so long for a previous payout. I did win this money with a bonus. I played up to the highest level of 7,500 and am now cashing out at 1,500 euros. The rest has been played again.
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3 months ago
Good afternoon,
the money has just been transferred. So this is done. Thank you very much for the effort
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2 months ago
Dear Alligator47,
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
