The Italian player had reported a delayed withdrawal of 500 euros, which had been requested on 9/04/2024 and was still shown as pending on the website. The player had confirmed that they had passed the KYC verification and had previously made a successful withdrawal from the casino. After our team had intervened and invited the casino to participate in resolving the complaint, the player confirmed that the issue had been resolved and the withdrawal had been received. Therefore, we had marked the complaint as 'resolved' in our system.
Atlantis Slots Casino - Player's withdrawal is delayed.
Amount: €500
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
6 months ago
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6 months ago
Translation
I requested a withdrawal of 500.00 euros on 9/04/2024, and it has not yet been credited to my account. On the website, it is listed as pending.
Automatic translation:
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6 months ago
Dear fontanellarenato,
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?
- 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
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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6 months ago
Translation
Hi Tomas, I have already made a withdrawal at the casino and they credited it to me in 5 days, you confirm that you have passed the KYC verification, I played without a bonus.
I also tried to chat with them as I did other times before requesting the withdrawal for other issues, but now they drop the line.
Automatic translation:
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6 months ago
Thank you very much, fontanellarenato, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Dear fontanellarenato,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Atlantis Slots Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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6 months ago
Translation
Okay, let's hope we get it resolved soon
Automatic translation:
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6 months ago
Dear fontanellarenato,
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,
Dominika
Casino.Guru
