AtlantiVegas Casino - Player’s winnings are delayed due to bonus issues.

Hi I was playing at atlantivegas,

And i quickly noticed that their bonus system was broken.

My spins did not count towards their wagering.

They do not have any live support so i was forced to send emails and wait for days for an answer.

They told me to continue play and they would count the spins in their back end.

I have email conversations of where i prooved to them that i finnished the wagering of my bonus and it still did not get converted into real money.

I will forward all the conversations there you can see that i attached screen shot and that I made well over the amount that was required to finish the wagering to be sure.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AtlantiVegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried playing other games or placing smaller bets in order to progress the wagering requirements?
• Could you please advise whether you played the same games during the wagering of previous bonuses? Was your wagering progress proceeding correctly when playing previous bonuses to your knowledge?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes i tried other games and different amounts of betting but nothing wagered towards the bonus wagering.

I told them this multiple times also and I have it all on a email that i will forward to you.

I lost the previous deposits instantly so there were no point of checking the wagering but at this deposit i was lucky enough to win only to find out their system is broken and they have no live support.

I will forward the screenshots and email conversations to tomas@casino.guru.

Thank you

Dear magoman,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello magoman,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the AtlantiVegas Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with internal wagering records?

Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear magoman,

I am sorry to inform you that despite several attempts to contact the casino, we have not received any response or cooperation from their side. Unfortunately, without their cooperation,

there is very little more we can do through our complaint resolution process.

For this reason, I will now mark the complaint as unresolved in our system. I understand this is not a satisfactory outcome for you, but our options in this situation are unfortunately very limited. If the casino decides to respond at a later stage, we will reopen the complaint and notify you by email.

I would also like to advise you to contact CADRE, the casino’s appointed Alternative Dispute Resolution provider, through the following link: https://cadre.online/file-a-claim-international/

CADRE is an independent ADR entity that handles disputes between players and certain Curaçao-licensed casinos. The casino has appointed CADRE as its ADR provider, which means they may have additional authority or leverage to review your case.

Please note that ADR services are generally available when a complaint cannot be resolved internally and the player wishes to escalate the matter. Before referring a dispute to CADRE, the player must usually exhaust the casino’s internal complaints procedure. The complaint should be submitted according to CADRE’s rules and must include sufficient details and supporting evidence. According to the casino's website, failure to provide the requested information may delay the review or result in the dispute being rejected.

Please let me know if you need help submitting the complaint to CADRE, or if you receive any response from them, by emailing me at martin.l@casino.guru.

Kind regards,

Martin