Las Atlantis Casino - Player’s struggling to withdraw his winnings due to ongoing verification.

I have played through thousands and thousands of dollars. Hit multiple jackpots and just hours ago, was at over $12k in my account. Started validation process days ago. Told by multiple representatives that I don't need to submit anything other than the required documentation and my bitcoin validation. I sent extra info to help process along and now I'm told since I sent a new email, my waiting period for validation will start over this Monday. This Casino is a scam and has absolutely no intention of paying winning players who actually win despite having to play through tens of thousands of bonus wagers. I was betting $392 bets on their 777 slot and hit multiple jackpots. They will stall me out as long as possible in hopes that I zero my account. Very terrible way to treat good customers who spend good money. Shame on you Las Atlantis

Dear Joshua,

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, and it might take a few working days completing this thorough procedure. 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 accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise precisely how many days ago you have requested your withdrawal and started the verification process?

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

Best regards,

Petronela

Already supplied all necessary documents. When I supplied more to make sure there was no issue, I was told that my whole validation time would reset from latest email. That is shady practice considering they don't mind at all when someone is shoveling bitcoin into their wallet. Try to take some out and that's a different story. It's obvious what the tactic is. Stall new players that win big. Have a good day.

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

Hello Joshua,

I looked at your complaint and will do my best to help you. I would like to invite Las Atlantis Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Money is gone, account should be closed. Their little tactic netted them a bit more bitcoin. Don't want anything else to do with them. Posting warnings for new players is good enough. If I would have seen the complaints about their payoff tactics, I never would've deposited any bitcoin. Which by the way, is used to be anonymous, kinda like cash in a real casino. Walk in, win some, cash out and walk away. I've done that quite a few times in a real casino. That's the difference between an online scam and a real casino. They want to be anonymous when they get your bitcoin but we/players, have to give DNA samples give up first born children to get some back. Have a good day.

PSA: PLAYERS BEWARE OF LASATLANTIS PAYOUT/WITHDRAWAL TACTICS

Dear Joshua,

did I understand it correctly that you have lost your winnings in meantime?

Hello Joshua,

I've been in touch with a casino representative on this matter and have been informed that your validation documents have been received on 1/7. As far as I understand they have been checked within the time frames - 2 business days, like stated in the Casino Terms.

However, I was also told that your account is closed. In order to finish the validation procedure please contact our customer support to activate it back.

Please let me know if you have any questions.

Regards,

Las Atlantis Casino Team

Bovada is much better on payouts and deposits. Deposit Bitcoin, it's instant, withdraws are 24hr process. Not "oh, we have to validate, we see you turned everything in but you just sent an email with more info so your verification wait period started over." They tell you that over the phone, not in writing. They are fairly new and most likely don't have accessible funds to make payouts promptly so they structure their waiting game and they take a gamble that players will tap out while waiting. The account has been closed and I won't ever gamble my Bitcoin at that Casino again. They clearly don't value returning players who might spend $5-10k a year. They want noobs who spend a thousand and never make it through their promotions. Naturally, when they see a complaint, they get the ball rolling to make it look better but not before account was tapped out. Farewell Las Atlantis. Your Casino could be phenomenal except your missing one thing. Fair payouts to customers.

-Joshua E***

phone, not in writing. They are fairly new and most likely don't have accessible funds to make payouts promptly so they structure their waiting game and they take a gamble that players will tap out while waiting. The account has been closed and I won't ever gamble my Bitcoin at that Casino again. They clearly don't value returning players who might spend $5-10k a year. They want noobs who spend a thousand and never make it through their promotions. Naturally, when they see a complaint, they get the ball rolling to make it look better but not before account was tapped out. Farewell Las Atlantis. Your Casino could be phenomenal except your missing one thing. Fair payouts to customers.

-Joshua E***

Complete

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Amount: $2,500

Las Atlantis Casino - Player’s struggling to withdraw his winnings due to ongoing verification.

8.1/10

Very Good reputation

Submitted: 09 Jan 2021 | Case opened

Current status

Waiting for you to reply

1d 18h 32m 44s

Case summary

6 days ago - 10 Jan 2021

The player from United States is complaining about the lengthy verification process.

Written by Viliam Vice

Casino Analyst

Public

JoshuaUnited States

I have played through thousands and thousands of dollars. Hit multiple jackpots and just hours ago, was at over $12k in my account. Started validation process days ago. Told by multiple representatives that I don't need to submit anything other than the required documentation and my bitcoin validation. I sent extra info to help process along and now I'm told since I sent a new email, my waiting period for validation will start over this Monday. This Casino is a scam and has absolutely no intention of paying winning players who actually win despite having to play through tens of thousands of bonus wagers. I was betting $392 bets on their 777 slot and hit multiple jackpots. They will stall me out as long as possible in hopes that I zero my account. Very terrible way to treat good customers who spend good money. Shame on you Las Atlantis

Public

Petronela Kontos

Casino Analyst & Complaint Specialist

Dear Joshua,

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, and it might take a few working days completing this thorough procedure. 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 accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise precisely how many days ago you have requested your withdrawal and started the verification process?

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

Best regards,

Petronela

Public

JoshuaUnited States

Already supplied all necessary documents. When I supplied more to make sure there was no issue, I was told that my whole validation time would reset from latest email. That is shady practice considering they don't mind at all when someone is shoveling bitcoin into their wallet. Try to take some out and that's a different story. It's obvious what the tactic is. Stall new players that win big. Have a good day.

Public

Petronela Kontos

Casino Analyst & Complaint Specialist

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

Public

Viliam Vice

Casino Analyst

Hello Joshua,

I looked at your complaint and will do my best to help you. I would like to invite Las Atlantis Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Public

JoshuaUnited States

Money is gone, account should be closed. Their little tactic netted them a bit more bitcoin. Don't want anything else to do with them. Posting warnings for new players is good enough. If I would have seen the complaints about their payoff tactics, I never would've deposited any bitcoin. Which by the way, is used to be anonymous, kinda like cash in a real casino. Walk in, win some, cash out and walk away. I've done that quite a few times in a real casino. That's the difference between an online scam and a real casino. They want to be anonymous when they get your bitcoin but we/players, have to give DNA samples give up first born children to get some back. Have a good day.

PSA: PLAYERS BEWARE OF LASATLANTIS PAYOUT/WITHDRAWAL TACTICS

Public

Viliam Vice

Casino Analyst

Dear Joshua,

did I understand it correctly that you have lost your winnings in meantime?

Public

Las Atlantis CasinoCasino representative

Hello Joshua,

I've been in touch with a casino representative on this matter and have been informed that your validation documents have been received on 1/7. As far as I understand they have been checked within the time frames - 2 business days, like stated in the Casino Terms.

However, I was also told that your account is closed. In order to finish the validation procedure please contact our customer support to activate it back.

Please let me know if you have any questions.

Regards,

Las Atlantis Casino Team

JoshuaUnited States

Bovada is much better on payouts and deposits. Deposit Bitcoin, it's instant, withdraws are 24hr process. Not "oh, we have to validate, we see you turned everything in but you just sent an email with more info so your verification wait period started over." They tell you that over the phone, not in writing. They are fairly new and most likely don't have accessible funds to make payouts promptly so they structure their waiting game and they take a gamble that players will tap out while waiting. The account has been closed and I won't ever gamble my Bitcoin at that Casino again. They clearly don't value returning players who might spend $5-10k a year. They want noobs who spend a thousand and never make it through their promotions. Naturally, when they see a complaint, they get the ball rolling to make it look better but not before account was tapped out. Farewell Las Atlantis. Your Casino could be phenomenal except your missing one thing. Fair payouts to customers.

-Joshua E***

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.