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

They will not validate my account. They want their forms downloaded after you fill them out, but you cannot input the information correctly, or even download the form. I printed the forms and have filled them out twice and sent them in with the required card information. The first time, they were in black and white, the second they were in color. I have sent my driver's license, front and back, I have sent in a bill with my full name and address on it. I have sent in all the cards, fronts and backs. Last but not least, they are refusing my bank information because they do not want an intermediary bank involved. My bank is a credit union and it is common for them to have to use an intermediary bank for international transfers. This has gone on for approximately 3 weeks now and each person who sends over an email is requesting the same information like they cannot see what I have already been trying to explain.

Dear Carah,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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, and I am afraid you will have to go through this process if you want to get your winnings.

It seems that the casino has a strict verification process. Before we move forward with this complaint, please could you send me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.

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

Best regards,

Kristina

Dear Carah,

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.

The player can reopen this complaint anytime.