Las Atlantis Casino - Player is enquiring help.

I ask in the chat how to withdraw after making a deposit, and I did not get credible information

Dear MJAAV,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate and describe what happened in more detail?

Are you trying to withdraw for the first time? Did the casino provide you with incorrect information? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I will be waiting for your reply patiently.

Best regards,

Kristina

I sent the documents you asked for now I am waiting. But I didn't get a response for 3 days

The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take some time to review all your documents. Do I understand correctly that you sent your documents only 3 days ago? Could you please confirm that you’ve provided all the necessary documents?

If yes, the only thing I can recommend is to wait for the casino to check your documents and mark your account as verified, and in case the casino asks for additional documents, provide them as soon as possible.

We will keep this complaint opened and if there is no development within the given time frame, we will intervene.

Dear MJAAV,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

They already answered me as I had a very old account, they canceled the current account with 609 euros and I got the old account with 0 euros. Thank you was one in the experience

I checked the T&Cs (https://lasatlantispromos.com/terms/) and I found this:

"20. The Casino allows each Customer to create one account per person, household, IP-address, business address, or device. If the Customer opens another account with us, we will, at our sole discretion, remove the account we consider to be a duplicate account, and void the winnings."

Were you aware of having another account at this casino? Did you claim any bonuses? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

I didn't remember it because it was an old account, but they let it open, play and have winnings when I went to the deposit, verified that it had an old one and canceled the one that had the bonus and left the old one. Thanks

Thank you very much MJAAV for your cooperation. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello MJAAV,

I looked at your complaint and will do my best to help you. I would like to invite Las Atlantis Casino into this conversation. Casino, can you please bring some light to this situation?

Everything would be resolved if they had kept the current account!

Hello MJAAV,

Thank you for your feedback.

It appears there were multiple accounts created in your name with the same personal details used, therefore, the account which was created later (the duplicated one) has been deactivated. Please be informed that only one active account per person is allowed according to the Terms & Conditions of the website.

Regards,

Las Atlantis Casino Team

Dear Casino,

I would like to ask you if there was credited some bonus at the old, still active account?

Hi Viliam,

Yes, there was a no deposit bonus 40ATLANTIS redeemed on the old account.

Please let me know if you need me to send you any additional evidence.

Regards,

Las Atlantis Casino Team

Dear Casino,

please, send me additional evidence to my email: viliam.v@casino.guru.

Thank you.

Dear MJAAV,

I've received an evidence that you had a bonus also on the first account. When you took bonuses on both accounts you've gained an unfair advantage and Casino deactivated one of your account. The Casino proceeded in accordance with their Terms and Conditions.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.