Las Atlantis Casino - Player’s access to the casino is being denied.

Please help me to claim my winnings. I can't login to my account.

Dear Hamid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (https://lasatlantispromos.com/terms/):

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

Could you please confirm that you have successfully passed the KYC verification?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

KYC pending. I can't communicate with them because of the restrictions. Can't browse from Bangladesh.

Thank you very much Hamid for your reply. I will now transfer your complaint to my colleague Martin 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 Hamid!

From now on, I will take care of your complaint. I would like to invite representatives of Las Atlantis Casino into this complaint to help us resolve the issue.

Hello Hamid,

Thank you for your feedback. Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. Please bear in mind that you’ve been playing with a No Deposit bonus 50ATLANTIS and your balance is considered as bonus one until a deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements were met on 3/18/2021, however the required deposit was never made. Also, the account was never verified over the phone and there were no documents received according to KYC procedure. In addition to that the last login to the account was made on 3/18/2021 and there were no further logins before the country became restricted by provider.

Considering the fact that there was neither a KYC validation started nor a deposit placed during 113 days before the country of your residence became restricted by provider, it won’t be possible to request a Payout at the moment.

Regards,

Las Atlantis Casino Team

I saw in Casino.guru there is many cases from Bangladesh with same reason. All that solved and paid out. Why the rules is different for me?

Is this is a reason for 113 days. Where is written in terms the KYC time frame?

This is not a right way to confiscate my winnings. I'm ready to deposit and complete the KYC as well. Please give me my winnings.

Thanks.

https://casino.guru/las-atlantis-casino-player-cannot-access-the-casino

If you guys can made exception for other players, why not for me?

Dear Hamid,

Unfortunately, Las Atlantis Casino has their rules clearly written and you have agreed with them when registering. As it was described by the casino, there was a significant time frame to try to withdraw your winnings, which did not happen and since the casino is not accepting players from your country anymore, we fully understand, that the mandatory processes - verification and deposit are no longer possible to be made.

I am sorry, but there is nothing that we can do for you in this case and the complaint will be rejected as 'unjustified'.