Las Atlantis Casino - Player’s struggling to complete KYC verification.

On October, 15th I deposited $50 and got a bonus of $150 I won $844 after meeting my wagering requirements. I couldn’t even make a withdrawal without having to go through with their validation request. They wanted me to fill out a form online and and download it as a pdf. I sent in all the documents many times with Acrobat and they keep sending an email stating that I need to send the forms in again by filling them out online and to download as a pdf. They are terrible about responding. The link they send does not contain all the forms and I’ve told them that. I have tried to fill out the forms on an iPhone, iPad and two different computers with 6 different web browsers. The page I’m supposed to sign and date is simply not there. Even if it were there how am I supposed to sign with my signature and date it if the only way I can send it is to fill it in online and to download it as a pdf? I’m very frustrated with this casino at this point. This has been going on since October 15TH with me sending the documents and them getting turned down. I was able to print all 5 pages off and sign and date them but that’s not good enough for them.

Dear Ladydi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Could you please forward any relevant communication to petronela.k@casino.guru. Pease don’t forward any personal documents, only communication between you and the casino.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Ladydi,

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

The player can reopen this complaint anytime.