Las Atlantis Casino - Player’s criticizing a complicated and lengthy verification process.

Hi!

I submitted my KYC documentation on the 21st of December. I have contacted their casino numerous times in between, via online chat & email. I was told via the online chat rep that anytime I emailed them, my request was put at the back of the list, which I find to be absolutely absurd.

I am still waiting to be able to withdraw with no sort of response on when that will be able to happen.

Dear Janell,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have been completely compliant, and done everything they've asked. However, I haven't received anything back from them in about a week, so I'm still waiting on a response.

Thank you very much, Janell, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Janell,

I looked at your complaint and will do my best to help you. I would like to invite Las Atlantis Casino into this conversation. Can you specify where is the problem with the player’s verification process, please?

Hello Janell,

Thank you for your feedback.

As you may know, every time you send us another peace of documents for validation we have to start a validation process all over again. I understand that it might be inconvenient timing-wise, but it is needed to make sure we don't miss any document for you to successfully receive your winnings. 

Our Casino Team brings sincerest apologies for any inconveniences that it might have caused. The good news is that the billing team has already confirmed your KYC documentation and we were promised that your payout request will be approved as soon as possible.

Regards,

Las Atlantis Casino Team

Dear Janell,

please let me know when you'll receive your winnings.

Dear Janell,

is there anything new?

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.