Las Atlantis Casino - Player believes that their withdrawal has been delayed.

I requested for my withdrawal and all I am getting is the run around of why my account was not validated. I am told every day by different customer service reps that everything is verified, and it is on their end of why I haven't gotten my winnings It is bitcoins and by their terms, it shouldn't have taken but 1-3 business days. Now they are saying it will take an additional 1-3 days again to deposit my withdrawal. Every day it is a different excuse this is ridiculous!

Dear Cij196207,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Cij196207,

Have you received your withdrawal from the casino yet?

Javenot received yet

Have not received yet

Thank you for your reply, Cij196207. Have you made any successful withdrawals before? Do I understand correctly that your account has been verified successfully?

Have you accumulated your winnings with or without an active bonus?

I still have not received my withdrawal from Las Atlantis Casino $1081 or Ruby Slots Casino $479 since February 29, 2024, and on 3/02/2024 it's one excuse after the other. I gave them 2 different Bitcoin Coinbase addresses just in case they have an excuse. Of course, I still have not received anything $$$??? This is getting ridiculous ! my email is k***@gmail.com

said that i will have $300 out of $1080 deposited by tomorrow but they are splitting my winnings up in payments of $300 instead of paying me my whole winnings as of right now i have not received anything from this casino

Thank you for your reply, Cij196207. Could you please advise us on the current status of your withdrawal request(s)? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Cij196207,

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.

I only have received $300 out of my $1081 I won to this day I'm tired of calling and emailing and chatting with customer service all they do is brush me off. Customer Service on the phone could not even tell me my email address when I asked him. pfttttttt!!

I have only received $300 out of $1081 since March 28, 2024, they just keep telling me about the same thing over and over its processed on their end but they can't tell me my email address when I ask them. This has gotten ridiculous I am so tired of dealing with them. They are quick to get my deposit but won't give me what I took my time to play and win this isn't right. I will forward the messages

Also have a complaint with The New Fun Club Casino, they have owed me money also since March 28,2024 $816 and I can't get a response from them either.

Thank you very much, Cij196207, for your cooperation. 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.  

Hello Cij196207,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Las Atlantis Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello!

Thank you for your feedback. I've been in touch with a casino representative regarding the matter and here's what I managed to find out:

03/02/2024 - you've made a deposit in amount of $20.99 using BTC and redeemed coupon for 120 free spins on top which comes with wagering 30x(Deposit+Spins Winnings) and max cashout x30 of deposit attached (which makes it $629.7).

You've completed the wagering and went through KYC verification resulting in your account being approved for Payouts on 3/14/2024. Then on 03/24/2024 you've requested the Payout in amount of $1081.02 which was approved and paid out in amount of $300 on 03/27/2024 through BTC and received same day as we can see on blockchain.

Later on, there was a notification received about reversed deposit on your account with affiliated casino, which resulted in hold up for your next Payout. After it was discussed and settled with you the next Payout was approved and paid through BTC in amount of $300 on 4/5/2024. $29.7 was deducted out of max cashout available from the bonus to cover the disputed deposit. The winnings available from the bonus you've played with were fully paid on 4/5/2024.

Should you have any questions we'd be happy to assist.

Ok thank you for taking the time to take care of this for me now if you could please help me with the New Fun Club which owes me $816 I asked for a withdrawal of $846 which I was told by customer service to deduct $30 for fees which I did and re-requested a total of $816 as of speaking with them today and have had no reply as of yet that I did not send in my documents but I did the day of the request and several days there after and as of today also. VIPhost@newclubassistance.com is the website I was told to send them to which was totally different from the first and on and on emails I was told to send my documents to. Customer Service has now chatted with me as of now and I was told to wait 24 hours for the banking department to send me an email of this transaction. So I will let you know more tomorrow of the results. Thanks CJ

Dear Las Atlantis Casino, thank you for the information.

Hello Cij196207, could you please confirm that you have received the money?

It seems that you have already submitted a complaint with the other casino.

Dear Cij196207,

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.