Las Atlantis Casino - Player’s free bonus winnings have been reduced.

i was given a 45.00 free play i goy it up to 700 i checked the payout page it said 0 payout i spoke with cusstomer she said i needed to play thru my bonus so did i noticed as i was playing the slot reset my total from 750 dollars plus to 135 dollars i did not want to cashout so i continued to play i got it up to 7800 playing slots and live dealer black jack now they wont pay me

Dear John,

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

"Free Bonuses are meant to be played without deposits, but we are aware that there is a possibility of mistakes. If any deposit is made on top of a Free Bonus, wagering requirements and the maximum cashout limit of the Free Bonus will be applied to the deposit. In order to solve such an issue, you can contact our Customer Support team.

If the maximum payout limit of the bonus is lower than the minimum amount for payout ($150), the difference has to be deposited."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Could you please advise if you received any explanation from the casino why all your winnings have been cancelled? 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 offer to make a deposit but the girl said it would not make a difference and that was prior to winning the additional money truly Believe Because I live in us and you are not regulated by the gaming commission is the reason why I am being treated this way I've played on America's card Room I've lossed End of won And was always paid by that site I was hoping to find more sites to play on But unfortunately it seems this site Does not want to honour winners I have used the bitcoin account for the past 5 years And every time I deposit or cash out it's never been a problem with America's cardroom weather is playing slots poker or live dealer I just wonder who got the winnings from the live dealer And if I wasn't playing real money why would they allow me to play there I hope you could resolve this matter It would be nice to have another site to play on But I have to know the site is legit and will enter the winnings Thank you hope to hear from you soon

Have you tried requesting a withdrawal of the maximum cash out amount, which would be $150?

I have no access to the account They lock me out She said I would have to make a deposit to withdraw the minimum How can I trust them at this point To give them all my personal information If there not willing to pay what I won. I would feel stupid to give them my personal information and make a deposit $150

It is nothing unusual to be requested to place a minimum deposit before being able to withdraw your winnings from a free bonus. By depositing funds into your account, the payment method is being verified, and you would be entitled to withdraw your winnings. Please let me know how would you like to proceed. 

I would like to get my entire Winnings Is sounds like you feel I should settle for a $150 And that's not acceptable I guess I have to accept the fact that have been cheated. What is your opinion do you think They will ever pay me my entire winnings.

Any updates

Your entire winnings are $150 as clearly stated in T&Cs. I believe you were locked out from your account since you haven’t deposited the minimum required amount to verify your payment method. 

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved in the near future.

I will wait to hear from Mr. Martin Bank you for your response

Thank you for your response

Hello John!

I will try my best to help you. I would like to invite Las Atlantis Casino into the conversation to help us find any solution.

That sounds good Let me know whenever you like to have that conversation I appreciate your response

Hello John,

I was informed that you were playing with a No Deposit bonus GRAND45. As you know it has a wagering requirement of bonus x50, max cash out limited by $135 and a max bet limited by $10 attached. Bonus Terms also state that there should be at least one successful deposit placed before you can cashout the winnings. If you are not sure about any additional bonus conditions you can always contact Las Atlantis Live Customer Support or check them out in the Casino's Terms&Conditions.

As far as I understood you are having troubles accessing your account. Please contact Las Atlantis Customer Support for assistance.

Please let me know in case you have any questions.

Regards,

Las Atlantis Casino Team

Hello John!

Please, keep us updated when there will be any news with your issue.

It doesn't seem like there's gonna be any resolution to my problem You don't invite someone to your site And then Pay them if they win Is there reputation Is not worth repay me Then there's no sense going forward I am not settling for a $130 I want a $130 on my free play And chose to continue to play And got lucky and ran it up to $7800 If you can't use the money you Hwin With your fFree playThen they should tell you thatDon't want to waste any more of your time for my ownIf they are not willing to settle this please close the caseI will let social media be the be the judge

Hello John!

Unfortunately, according to the terms & conditions of the bonus you have played and received winnings from, I regret to tell you, that it is not much we can do in this situation. The casino has this information clearly stated in the bonus t&c's.

I understand your frustration, however, if you're not satisfied with the maximum cash out of $135 and do not be accepting this outcome, we will have to reject your complaint.

No surprise I knew you would be an advocate for the casino not for the player As before close the case keep your $135

Unfortunately, after gathering all the necessary information we are rejecting this complaint as the player rejected the winnings he was eligible for.