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

if I knew I would never play in this casino, I am very disappointed with their credit and bank card verification service, every 4 days they check what you sent, today you send a document which will be processed only in 4 days, then they let you know to send again one thing, you send it immediately within 1 minute and again you have to wait 4 days for them to answer you, and then they let you know again that they need something and you send them again within 1 minute and again you wait 4 days and so months pass and no payout you come, very disappointed

Dear rile15,

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.

It’s quite usual for this process to take a couple of working days to be fully completed.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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

the problem is that they solve these problems every 4 days, I wrote their IBAN and bank number together on the form they request, as it should be for the transfer, I corrected them at their request and wrote everything separately in their form and now I am waiting for an answer .The biggest problem is that they check my mail every 4 days, not as soon as I answer. and they answered every minute and it makes me very angry, I play in 10 casinos and in all of them I did all the documentation in 3 devas and they paid me the winnings without any problems.

I fully understand your frustration regarding queries which are not answered immediately. Unfortunately, if a volume of requests is higher inevitably waiting time will be stretched.

Could you please advise how many days ago you've started the KYC verification process?

I fully understand your frustration, rile15. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you very much, rile15, 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.

they have to enter all the numbers from the IBAN without a space, in the country the system is automatically spaced obviously not, and therefore they can't enter all 19 symbols, I don't know I lost all my will because of them, no casino has caused me such long-term problems, I'm just telling you that I already had 1100 comp points, (1 point-- 10 $ playing) if you calculate how much time and turning money I played during that time you will understand how much nerves I lost due to waiting and refusing, thanks for your help

Hello rile15,

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

I ask them every day and tell them what to do so that there is no problem on my part and I always get the same answer, we will inform the verification service, thank you very much and so on .. if I did not contact my banker I would not be smart, so but I have all the answers from my bank that everything is 100% refunda, but what they want is not clear even to my bank, let's wait and see :) But I only know that if the problem is solved with your help they will block me because of their mistakes, they really thank you from the bottom of my heart and I am very glad you exist, have a nice day

let me let you know that they have settled the matter, and I can withdraw the money, they apologize for the situation, but now I just have to wait 5 days to see if the transaction will be completed.If I were the director of this casino , so that the client would calm down and continue to play in this casino. So, unfortunately, I ended up playing with them. I sincerely thank you once again for your help.

let me tell you that they have settled the matter, and I can withdraw money, they apologize for the situation, but now I just have to wait 5 days to see if the transaction will be completed, if I were the director of this casino I would give a free thank you to the customer to calm the customer down and keep playing in this casino. So unfortunately I ended up playing with them. Once again, I sincerely thank you for your help.

Dear rile15,

thank you for the information, please, let me know when you'll receive your winnings.

Hello rile15,

Please be informed that KYC validation procedure is required for all online casinos before the very first payout. It guarantees the funds will be received on time with no bounce backs. I've been in touch with a casino representative regarding the matter and was informed that the documents have been received on April 20th, however the validation process might have taken longer than usual due to missing documents at first. As of now your account has been already approved for the payouts.

Should you have any questions please let us know.

Regards,

Las Atlantis Casino Team

When I receive the transfer, I will answer as far as the documents are concerned, I sent them immediately after 3 e-mails. As I’ve been running it’s a great casino, I could have a little more newer games in better graphics. The only problem is that they answer every 3 or 4 days, which delays the procedures, and I say this directly that every player really hates it, I know I'm not alone, there are a lot of players here, it's just not a problem of the player but the casino management. There are a lot of casinos and when a player falls into such a casino then he replaces it very quickly. I play in a woo casino, slotty vegas and at 3 and to be fair they arranged everything I needed in 20 hours. No offense, I know I sent the wrong mail 2x, but when I sent 3 it was all right from my side, if the responses of the casino side were faster in 24 hours everything would be fine in a couple of days, so for each mail when i sent it as soon as i got it from the casino side i had to wait 3-4 days. Arrange this and there will be no more problems as I say the casino is in my estimation 8/10

Dear Casino,

can you explain the situation, please?

Hi rile15,

I’ve been in touch with the Casino representative in charge regarding your matter and was informed that you’ve deposited on top of the winnings gained from CASHWIN bonus (45 free spins on Cash Bandits 3) which has a maximum cashout limited by $135. Therefore, the maximum payout amount from the balance you had is $230 - $135 comes from the No deposit bonus you played with and the rest is the amount that was deposited from your side. The gaming report was sent to you over the email, so you are welcome to check everything from your side as well. Please be informed that the above-mentioned amount has been already sent and should reach your bank account in a few business days.

Regards,

Las Atlantis Casino Team

your calculations are completely wrong, I played your free spins to achieve the full bonus, then I made the difference to raise the amount you requested, then I re-invested the money for the next bonus I achieved the same, on the third transfer I achieved all the requirements again , and if you say the x35 stake is I don't know how the $ 90 × 35 ratio is only $ 250, so I'll say, with that kind of player attitude in your casino you won't have a lot of players to delete from my $ 750 account I wish you business, and transfer this money without having to write something every 5 days and delay the payment .. goodbye and this is my last comment

Hello rile15,

Please be informed that you were playing with a CASHWIN bonus which gives 45 free spins on Cash Bandits 3, has wagering x50, bet restricted by $10 and max Cash out $135 attached. There were winnings gained in the amount of $135 after playing with this bonus and you proceeded with depositing on top of that. In case you combine the bonus and deposit the bonus conditions will prevail, since you played with bonus first, therefore there was max cash out applied according to the terms of CASHWIN bonus. Please refer to the Article 23 of General Bonus Terms "The amount of winnings from the bonus that exceeds the maximum payout limit will be deducted from the Customer’s account balance; either automatically when the wagering requirements are met, or by our Billing department upon the payout request. Any winnings above payout limit, accumulated after completing the wagering, will not be cashable as this restriction remains applied to the balance until it goes below $1 or is withdrawn."

Should you have any questions please let me know.

Regards,

Las Atlantis Casino Team

today I contact your employee and ask him when the transfer will be and I get the answer that it will be only in 10 days, and you write me here in the mail that it will be in 5 days, I count on 5 working days .. and now when the transfer should be I have to go again wait another 7 days

It’s our pleasure to announce on the approval of your request.

Please check more details in regards to your payout below:

Payout amount - USD 230

Receipt time - approx. 5 business days

Approved and sent to the bank account provided.

Hello rile15,

Please be informed that the exact period of time it might take depends on the intermediate processing bank. Usually all the transactions are processed within 5 business days, however the maximum it might take is up to 10 business days, just as you were informed via the Live Chat.

Regards,

Las Atlantis Casino Team

Dear rile15,

did you receive your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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.