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

I recently won and submitted all paperwork for validation. I didnt hear back from them for a few days after and wanted to make sure they received everything. After all, it was my personal info submitted. They finally responded to me and said my extra email will result in an additional 3 days and put me back in the queue. what kind of customer BS is that! Horrible customer or should I warn, "lack of customer service". I do not recommend these guys. They dont care about their players at all. Extremely lazy in payout

Dear graphixondemand,

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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account 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

Hello graphixondemand,

Please be informed that KYC validation of your account is a one-time procedure which guarantees that your funds will be sent on time with no bounce backs. Usually it takes a couple of business days in order to get the account approved for the Payouts, though it might take longer in case if any documents are missing at first.

I’ve been in touch with Las Atlantis Billing team regarding the matter and was informed that your account has been already approved for the Payouts. But, it appears that you’ve been playing with a bonus LASATLANTIS which gives 280% on top of the deposit with wagering (deposit + bonus) x35, max Payout x30 attached and max bet restricted by $10. According to the gaming report there were 4 bets placed in amount of $25 each which is considered as a violation of bonus terms (a detailed explanation with a gaming report attached has been sent to you over the email). Therefore it won’t be possible to receive a Payout from the current balance.

Should you have any questions please let us know.

Regards,

Las Atlantis Casino Team

Did you receive my reply?

I never received an attachment

showing the $25 bets they said I placed. Online reports do not show bets of $25 either. The failure to show me proof of accused is ridiculous and is EXACTLY how this Goat f**k compsny is. A complete scam

Thank you very much, graphixondemand, for providing all the necessary information. 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 to your satisfaction in the near future.

The

casino fails to show what they said I did, "placing 4 $25 bets, whoch resulted in my winnings being invalid. Its such BS. Such a scam. They need to be SHuT DOWN. I am going to publish what happened in an article I am writing. I will also speak on talk show. They will regret doing this to me.

Hello graphixondemand!

From now on, I will take care of your complaint. Since the casino has already made an entry into this thread, I would like to ask representatives of Las Atlantis Casino to provide us with the supporting evidence via email: 'martin.d@casino.guru'.

Ok

Hello graphixondemand,

I’ve been in touch with a concerned representative regarding the matter and was informed that you’ve been emailed with a full gaming report as well as with a screenshot attached where you will be able to see $25 bets reflected. This information has been also sent to Martin, so that Casino Guru representatives could have a look.

Should you have any questions please let me know.

Regards,

Las Atlantis Casino Team

Hello graphixondemand!

I would like to inform you, that we received some supporting evidence from Las Atlantis Casino's team. We will review these shortly, please allow us a few days to do so.

curious if their report to you showed jthe 8/14 date? The one on their site (in my account history) does not. I went through each game I played history as well and did not find such transaction. Please let me know what they sent to you. Thank you

Hello graphixondemand!

Do I understand correctly, that date 14th of August is missing from your account's game history?

Yes, it only shows 8/16 +

i can call you if you prefer

Dear graphixondemand,

You can reach me via email in case you'd need to provide me with some additional information regarding your case. Address is: 'martin.d@casino.guru'.

I emailed you. Did you receive?

Dear representatives of Las Atlantis Casino,

According to the information of the player, it is not possible to access the game history in the game account, therefore the details about placing bets in excess of max bet are not visible to the player, although we have received a supporting evidence that is confirming the case of breaching the max bet during bonus play.

Hello Martin,

Please be informed that a full Gaming Report has been sent to the Customer over the email a couple of times by now. The Gaming history for the last month can be found in the particular game on the website as well.

Please let us know if you have any questions.

Regards,

Las Atlantis Casino Team

Which game are they claiming it to be under

The only games I played do not show what they are saying. They have failed to inform me, which game, shows this on my account page. I did not bet $25

Dear graphixondemand,

Unfortunately, the casino representatives provided us with a supporting evidence that the maximum bet rule during bonus play was breached, this document was supposedly shown to you as well. In these circumstances, I am afraid, that we are not able to support your case. The casino has their terms & conditions clearly written and you agreed with them at the time you were making the registration.

I understand your frustration thought, if you are not satisfied with the outcome of this resolution process, I would like to kindly suggest to raise the complaint with the casino's licensing authority, as they may have better options on how to examine this case.

Is there anything else that we can help you with?

they provided a list that was never on my gaming history online. How can that be valid? I will warn ALL on social media non-stop, so that they NEVER play Las atlantis scam casino. Horrible experience.

Hello Martin,

Since the Customer doesn’t agree with the evidence provided we’ve contacted our reputable software provider, which is RealTime Gaming (RTG), in order to get an official report of bets placed. It has been considered as confidential information that can be shared only with involved parties, therefore it was sent to the customer over the email and to you in private.

Regards,

Las Atlantis Casino Team

Dear all!

All the necessary information and evidence was gathered, even supported by the game & platform provider, therefore based on all of aforementioned information, we are closing this complaint as 'unjustified'.