Las Atlantis Casino - Player’s deposit has never been credited to her casino account.

Dear Stacey,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or you have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

Hi Stacey,

Thank you for your feedback.

I’ve been in touch with a concerned casino representative to get more details regarding the matter. So the Customer care team ran investigation from their side and found out the reason why the abovementioned transactions were not added to your playable balance. First of all let me explain how Bitcoin depositing option works. Once you’d like to make a deposit via Bitcoin you need to request BTC address through cashier on our website. Please note that the address is unique and valid for one (!) purchase only. Then you need to copy the address provided in the cashier and transfer the amount you’d like to deposit through your BTC wallet. Usually it takes a few minutes for a transaction to get approved and to be credited to your playable balance after a deposit is sent. Though I’d like to outline once again – each wallet address given in the cashier tab is unique and valid for one purchase only. It means that the funds won’t reach neither Casino itself nor your playable balance in case you save that wallet address and keep sending transactions this way.

As per Blockchain we see that the flow of transactions in the quantity of 2 was directed to the expired wallet that was saved on your end long ago, therefore those transactions were never received by the Casino and never credited to your playable balance accordingly. To be more precise there were 2 transactions sent in the amount of $36.59 and $61.19 according to the current exchange rates.

Casino’s main aim is to make sure that the customers are satisfied with the services provided, therefore those deposits have been credited to your playable balance despite the fact the casino hasn’t received them.

Should you have any questions please let us know.

Regards,

Las Atlantis Casino Team

Thank you very much, Las Atlantis Casino Team, for your assistance and goodwill gesture.

Dear Stacey,

Could you please confirm that you have received the abovementioned credit?

Dear Stacey,

Have you received your credit? 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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.