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

I caught this casino red handed trying to defraud me. They advertise 2 to 3 business days to verify documents after they are sent. I sent them all. I sent the entire complete list they asked for December 6th. They sent me an email confirming they had got all the documents but wouldn’t check them until I had made a deposit. I assumed they were trying to stall the process but I said nothing. Then I made a deposit on January 16th. They then asked me again for the same documents I had sent them December 6th and I sent the updated ones they needed. They asked me for my bitcoin address and I sent them another one. I guess it didn’t match so I told them to just use the one I sent them on the original paper I had signed and dated back on December 6th. They keep delaying and asking me for things they already have to purposely make this take way longer than it should. They purposely do this so they can wait another 3 full days to move on to the next thing. I caught the employee lying about how long they are allowed to take. She showed me the terms and it clearly states that after they receive the documents they check them 2 to 3 days after receiving them. She tried to tell me otherwise. Their terms say nothing about checking them after a deposit is made. I don’t know how you have them listed as a reputable casino. Look on Reddit and you can see how they are scamming people all over the internet. Have you seen their terms and conditions? It basically is setting people up to get their money taken away if they win a big jackpot. Those are scammers terms and conditions. They don’t even stick to their own terms but you are going to allow them to make their customers and stay reputable on your site? Is this reality? They are trying to scam people left and right! I thought this web site was supposed to help protect players? Why are we being subject to these horrible situations and you pretend to help us by referring us to them?

Dear Anita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

They are purposely taking longer than it should. I have watched them waste more time making it difficult. It doesn’t matter how many times they as me for the same documents over and over. That’s not making sure it gets out any differently by asking them for the same documents and pretending like I didn’t send them all to begin with. All I am going to do is send the same documents no matter how many times they ask me. It’s not doing any good for either of us. Las Atlantis is a known scammer. I read about them all over the internet. The question is why are they still reputable here???

Do you know why nobody wins the jackpots anymore? Because it saves them having to deny the winnings due to some made up excuse with a glitch and them having to void the winnings and get in trouble for that like every other real time gaming casino out there. Read their terms and tell me that isn’t a scam. It’s sure setup like one!

Thank you very much Anita for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Anita,

I looked at your complaint and will do my best to help you. I would like to invite Las Atlantis Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

You know what… it’s alright you can close this… there was a misunderstanding and it was due to communication. I thought they wanted me to send the documents again but they wanted me to type it out. I’m honestly just sick of all this procrastination. It’s not fair they want their money right away. But we have to wait forever. Yeah I understand what KYC means and what would have to be done to accomplish that. Sometimes I just notice whoever is doing the payouts for these casinos are I think all the same group of people and I think it’s RTG that’s doing it. But masking behind the casino name as to avoid any sort of involvement in case there was an issue. It’s all legal bull….

Honestly I feel kinda bad for them because they pissed me off… I honestly don’t think they have any control over what’s going on and they are the ones who get chewed out by us.

Hello Anita,

Thank you for your feedback.

Please be informed that KYC validation of your account is an essential one time procedure required before your very first payout. It guarantees that the funds will be received by the rightful owner with no delays or bounce backs. Please note that a validation process could not be started the first time you sent the documents as at that time there were no deposits placed and we were not able to verify your payment method. Besides, the validation might take longer in case not all the documents were provided at once.

I’ve been in touch with a billing department representative regarding the matter and was informed that your account has been already approved for the payouts, so you are welcome to proceed with request through the website.

Should you have any questions please let us know.

Regards,

Las Atlantis Casino Team

Dear Anita,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified per your request.