Las Atlantis Casino - Player has been accused of chargeback.

I played with the welcome deposit bonus, I got lucky and played through the 35x requirement. I sent in all the documents requested, received a phone call yesterday to make sure it was me. I wanted to withdraw $225 of my winnings. I was playing this morning, no problem. Came back this afternoon and I am locked out for "breaking a rule." No idea what they are talking about. It is a SCAM. I am going to charge back my deposit and file a complaint with the bank. I have screen shots of the win, several of the amount left of playthrough as I went, a recording of the phone call to check and make sure I was set for withdrawal. Clearly this is NOT a true casino.

Dear Terri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? Could you please advise if you have ever requested a chargeback from any gambling establishment?

Please understand that if you have requested a chargeback from any online casino in the past you will face difficulties in the majority of gambling establishments in the future.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have no idea what they are talking about and still see no proof or name of this casino. Earlier this year I had 3 cards closed for fraud, (after I spent money at online casinos) the cards closed them after I reported false charges from Xfinity mobile, Apple and an online clothing company. It is curious though, why those fraud charges appeared after I deposited at the casinos. I have been asked by my cards about charges from gambling and said, "yes these are my charges" I sure cannot help if my cards are closed by the issuing bank. I have never received a dime from charge backs or refunds from any casino charges. I spend a lot and accept that. I also have never received anything but trouble when I try to withdraw my winnings.

Thank you very much, Terri, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I just received an email from Las Atlantis, now they refuse my withdrawal because I supposedly made a reversal on their casino. I only made 1 deposit at their casino, and it is the one I won with. I am still waiting for proof of some kind of this "reversal" they claim I made. They can't even decide which casino it was, first a sister casino (I never deposited at any of their sister casinos) now they say it was their casino. Why are they lying? Why is my name being trashed over this? It was a lousy $225 withdrawal request, seems like a little money to be so upset about. I don't even care about the withdrawal anymore, I will never put money into any of their casinos, I want this to stop. I have the email with the latest "story"

Hi Terri,

I have looked at your case and understand the situation. Please forward the newest email to my email address (peter.m@casino.guru). I will contact the casino and see if I can help. I would like to invite Las Atlantis Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

Please be informed that the Customer was reported because of reversal of deposit made in our sister’s Casino which is Aussie Play. Please refer to the Article 10 of Membership Termination section, which says that " The casino reserves the right to withhold the Customer’s balance upon closure or termination of the account if:

10. Any of the payments made by the Customer to the Casino were reversed or denied."

Supporting evidence has been sent to you in private since it contains sensitive information.

Should you have any questions please let me know.

Regards,

Las Atlantis Casino Team

I am still getting ads after requesting they stop. I have visited all the casinos I can think of and there are no issues with any of them. I am a VIP at many, so I am at a loss as to what is going on.

Hi all,

Thank you for your replies and emails.

Dear Terri,

I sent you a request for some additional information by email.

I sent you an email with the requested information.

I see they have named the casino, Aussie Play, which I do not remember depositing at, though I play a lot of places. The only possible explanation is if it was on one of the cards that the bank closed for fraud, I wrote earlier that had happened. The bank did the work on those cards, so I don't know. I certainly did not and would not do that, I play a lot and deposit too much.

Hi Terri,

The received evidence suggests that there was a chargeback of $31 made on 12/6/2021 (card ending 6235). Can you provide any evidence to prove this wrong?

Well, I cannot prove a negative. However, I looked and found that was the card the bank cancelled for fraud, so it is possible. Again, it is not something I would do, maybe when they removed the fraud it went too? I will forget it; but I just wish they wouldn't ruin my name over something the bank may have done. Thanks

The bank says the casino can file the proof of my deposit and get any chargeback reversed.

Hi Terri,

I don't think that this will help because the chargeback did take place and casinos very much dislike when these things happen and consider them to be a fraud but every casino is different so we give it a try.

Dear Las Atlantis Casino Team,

Would it help if the chargeback was reversed?

Hello Peter and Terri,

Reversal of purchases which we here refer to as "chargeback" is considered to be a violation of Casino's Terms which leads to the membership cancellation (Article 10 of Membership termination paragraph of Casino’s Terms). Therefore the account can’t be re-opened at this stage.

Should you have any questions please let us know.

Regards,

Las Atlantis Casino Team

Not a problem. I do not want my account re-opened. As I pointed out I have other places to play that are not like that. The entire thing is a scam IMO.

Hi all,

Thank you for your replies.

Dear Terri,

Unfortunately, as expected, the casino didn't change its position so I'm afraid there is nothing we can do to help you with this one. I can only recommend being more careful in the future. Casinos have very strict rules when it comes to chargebacks. I wish I could be of more help.

Best regards,

Peter