The player from Spain requested a withdrawal several days ago, which remained pending despite being informed that the transfer would take 3-5 days. We had advised him to wait 14 days, considering potential delays due to KYC verification or high withdrawal volumes. The player agreed to wait but expressed concerns about misleading information. Player confirmed the issue was resolved.
Atlantis Slots Casino - Player’s withdrawal has been delayed.
Amount: €1,500
Atlantis Slots Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I requested a withdrawal several days ago, and it is still pending. The casino states that the transfer will take around 3-5 days.
Automatic translation:
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2 months ago
Dear jotamiguens,
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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2 months ago
Translation
I will wait the 14 days but I consider that if they specify that withdrawals will be made in 3-5 days they should comply and if not change that information on the platform so that clients do not feel cheated
Automatic translation:
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2 months ago
If your issue persists even after 14 days have elapsed, please share a screenshot of your withdrawal request in the complaint thread or send it to my email at tomas@casino.guru
I'll await your reply.
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2 months ago
Dear jotamiguens,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
