Las Atlantis Casino - Player claims that payment has been delayed.

Hi,

so I’m having validating my account with Las Atlantis. I’ve submitted all documents including my BTC wallet address. They told me my wallet address was inaccurate. I sent them an email with an attachment from Coinbase where they confirmed my wallet address. Additionally customer service is pretty much useless and I can’t event talk to the validation team on the phone. I would like a resolution shortly so I can withdraw my winnings.

they are asking for a static btc wallet address but wallett addresses are dynamic for privacy and security reasons and this is becoming very frustrating. At the moment I would never recommended this casino to anyone. I also don’t understand why it takes 3 days for validation team to reply to my emails and I can’t contact them in live time. I would like a resolution or legal action very soon as this is highly unfair. I would appreciate if you can get in touch with the team at las Atlantis so we can resolve this. Thanks

Dear krice413,

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

Hi, the issue is I haven’t been validated and the validation team takes forever to respond to me. I’ve given them by BTC wallet address which was confirmed by Coinbase and I attached that to my email to them. I’m waiting to hear about my verification still after resubmitting documents. I hope it’s approved but I’m not hopeful. And there’s no way to get in touch with the validation team over the phone which is not fair. I need my account to be validated and and ready to talk to anyone to do so. Please can you loop in las Atlantis so they can talk to me here. I’m growing very frustrated with the validation process

Hi, just following up on this. Thanks!

Dear krice413,

Have you received your withdrawal from the casino yet?

Dear krice413,

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.