The player from the United Kingdom had requested a withdrawal on May 21st, but the payment remained pending. Despite being a gold VIP member and having generally had a positive experience with Atlantis, the payment delay was significant, and the customer support chat consistently crashed. Eventually, he made a successful withdrawal, which took longer than expected but was approved and paid. The complaint was marked as resolved.
Atlantis Slots Casino - Player’s withdrawal is delayed.
Amount: £255
Atlantis Slots Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
See attached picture requested withdrawal on the 21st May but payment is still pendin. Atlantis have replied to my email but will excuses. Normally I don't have any issues with Atlantis they have always paid within a few days. However this payment is taking way too long especially as I am a gold vip member. Will also say that the customer support chat is again really good normally Ann and Patricia VIP support are the best I've ever dealt with. But unfortunately chat is crashing or disconnecting every time i try to chat regarding this payment see pictures 
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5 months ago
Dear Ponjo65,
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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4 months ago
Dear Ponjo65,
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.
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4 months ago
Do I understand correctly, that after you canceled the withdrawal, you played down your winnings?
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4 months ago
Dear Ponjo65,
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.
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4 months ago
I've since made a successful withdrawal, took longer than expected to get approved however it did get approved and paid. And again the support staff particularly Patricia and Ann were excellent, understanding and supportive. Can't thank them enough.
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4 months ago
Dear Ponjo65,
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
