Atlantis Slots Casino - Player's withdrawal is delayed.

Good morning, I issued a withdrawal 9 days ago and it has not been paid yet. They have disabled my chat and are not responding to emails. I don't know what to do.

Dear Love1,

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, 

Veronika

Ok, I have made other withdrawals at this platform in the past and it went well, now they don't respond and I'm worried, I'll wait and let you know, thank you very much

Dear Love1, have you received your winnings or any update from the casino yet?

Dear Love1,

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.

Yes, the withdrawal went well. But I've been asking to close the account for weeks but nothing is still open

I'm glad to hear that you received your winnings.

Regarding your account closure request, could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Thank you for your email. Has the casino responded to your self-exclusion request yet?

Could you please advise what the current balance in your account is?

My balance is 0 but since I'm a gambling addict and I always deposit and lose everything I want to ask. But nothing after a thousand emails the manager Chris doesn't close the account and doesn't set the limits to allow me not to deposit. I want to report him for non-compliance with the rules and incitement to pathological gambling. I also don't get along well with them. Not very human and they pay after 10 15 days. I want to close forever.

Dear Love1,

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please try sending this email to support@atlantisslots.com and add me as CC (veronika.l@casino.guru). Don't forget to specify that you wish to self-exclude due to gambling problems.

Dear Love1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.