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

My problem right now is validation. I won a couple jackpots the first time in my life and im getting run around with validation I sent my bank information and card information and everything they asked and they come back 5 days later with I need more information on my bank that confirms international wire transfers so I just did my btc wallet instead which they said I could do. I just seems I'm not gonna get validated or ever see my money. A simple man like me wins something in his life and it seems they will do whatever it takes for me not to see it so we will see what happens in "3 business days" probably next Monday what they come back with next.

Dear Blake,

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. 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 and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the 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

I sent my first email for verification February 20th. I have gotten 3 emails back including the one from today saying they need something else instead of just putting it in all one email. It takes 3 business days for a reply so now I won't even get a reply till next Wednesday. They are now asking for card verification from a card I never deposited from because it would never go through. I lost that card I have a picture of the front but not the back. I've never deposited with that card my bank wouldn't allow it. Like I said they are going to do everything not to give me me money. I don't even know what to do anymore ive lost faith in this casino and I guarantee I don't see the jackpots I won ever 🙁

I'm sorry I've made one deposit with that card over a month ago. And now I have lost that card I only have a picture of the front and not the back so now I guarantee they will not verify my account 🙁

Thank you very much, Blake, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Okay thank you

I would like to ask Las Atlantis Casino to join us and help us resolve the player's issue.

They have asked for a dispute from my bank and then came back and re revised that saying that they will make am exception and validated my account.

Now for the first time ever I can try and cashout some money. Im new to online casino so this proves everything if casino actually payout little people like me who finally win something in their life. Have 2 kids so this money would really help me.

Hi Blake,

Thank you for your feedback.

Please be kindly informed that the receipt of the required documents for KYC validation of your account guarantees the funds will be received on time with no bounce backs. It might take longer than usual in case of any documents might be missing from the beginning and then sent additionally. I’ve been in touch with a Casino Representative regarding the matter and was informed your account has been already approved for Payouts, so your Payout request will be honored with a high priority.

Regards,

Las Atlantis Casino Team

Thank you very much I have emailed your billing department and shift leader regarding my bank account they miss informed me about international transfers so now my question is can I use my fiances bank account to have the money transferred too. I have all the information included swift code. Have not received any information back yet. Your online staff had no answer for me.

Spoke with a shift manager at las atlantis there was a mis understanding with my bank being international I sent a new bank account validation form with ever peice of information needed. It is my fiances bank because it has international transfer acceptance. Waiting on las atlantis validation team to respond.

Dear Blake,

I'm not really sure if it will be possible to make a withdrawal to someone elses account. I've seen some casese where the casino allowed it but it happens rarely. Maybe Las Atlantis Casino could tell us more if there is such a possibility in their casino. I would like to ask them if there is a option to process it to the player's fiance's account and if not, what possibilities do the player have to process it as fast as possible.

I am on the phone with a bank right now opening a new account that accepts international wire transfers. Will be sending that email to las atlantis very soon hopefully they get back to me quick so we can get things moving 🙁

Just sent the banking validation form for my new bank account 100% accepts international transfers hopefully this is the last obstacle for me and hopefully will see some money in my account within the next 4-5 days 😕 thanks for trying to help me ill keep you guys updated.

Thank you Blake, I hope that step will be enough to process the withdrawal. Please let us know if there will be any update. I would also like to ask the casino if the player has send everything you required from him, so we can be sure that it will be processed.

Hi Blake,

Please be informed that the details for a new bank account have been requested since the provided account has been issued under the different name. Please note that the payment can be processed only to the bank account of the gaming profile holder due to the Privacy Policy of the company. Since the requested details have been already received your Payout request will be honored with a high priority.

Regards,

Las Atlantis Casino Team

.My new bank validation got approved this morning. I requested a payout as well.

Update: sent a payout request 3 days ago and it still is under "request" hasn't even moved to under review yet. So I guess will find out Monday if anything changes still going to take 4-5 for the wire to go to my bank and they haven't even reviewed my request yet. Just a very exhausting process🙁

Dear Blake,

I'm sure once the new statements are verified you will get your money in the following days. As we are only waiting for it to appear on your account, please let us know any update.

I will now extend the timer by 7 days. Please let us know if the status will change or you receive your money.

Update: my payout request was changed to $1000 use it is processed. Will take 5 business days to reach my account. I was never told once that payout levels are based on customer levels it took 5 days for my request to get processed and another 5 days for it to reach my bank account it. So It will take me almost 2 months to get the money in my account with my withdrawable balance. Overall I'm happy with my first processed payment and will let you know if it arrives in my account in 5 days. Other than that the time frame on payouts are not the most satisfactory.

Dear Blake,

I fully understand that you may not be satisfied with the time frame. However, I can confirm you that most of complaints we receive are cases of first withdrawals as it takes always longer to verify and process them as other withdrawals. Will be waiting for your post when you receive your money on your account.

alright so update: i got $1000 today in my account today its 1 of $5000 which it took me two months to get this first deposit it took 5 buissness days to get my second payout of $1000 to get approved and 5 buissness days for it to hit my account overall i am happy that i have recieved at least one payment as this will help my family i hope within the next month everything goes off smoothly so i can receive all the money owed to me. i still play on the casino with the money in my account as i have no complaints with the casino its self and the staff very friendly. the payout is very tedious but they do payout, unless i have problems with my next 4 payouts we can consider this resolved thank you casino guru and las atlantis for working with me.

Dear Blake,

Thank you for letting us know this update, we gladly hear you received part of your money. I'll be extending the timer unil you receive your full winnings. Please let us know if there will be any update or anything changes.

Dear Blake,

Is there any update regarding your case? Please note if we won't receive any answer within the next 7 days the complaint will be rejected.

Everything worked out las Atlantis has paid me In full the last payment will hit my bank account In 2 business days.

Dear Blake,

We glady hear that. Please let us know when it will arrive on your bank account so we can be sure that the complaint is resolved.

Dear Blake,

Could you please advise if the money arrived on your account? Extending the timer by 7 days.

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.