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

Hi I choose Atlantis because it said it had the fastest withdraw time(instant pay out).Well the first time I submitted my documents was Dec. 28. Since then ive submitted twice more the last time being 5th of Jan. I did use a work email but I didn't know I had to use the same one as on the site but I got it to them the right way to verify.I still have not gotten a response from them since I gave all proper documents they wont answer emails and the phone number has been disconnected.please help me.

Dear aylajay71,

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. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Have you been advised what exactly seems to be a problem in verifying your account? Could you please advise if you have accumulated your winnings with or without an active bonus?

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 

Hello aylajay71,

Thank you for your feedback.

We’ve got the confirmation that the casino representatives were in touch with you in regards to the matter of missing documents. We’ve been informed that the casino representative has made some exceptions in regards to the missing papers and the gaming account has been approved for the future payouts.

Regards,

Las Atlantis Casino Team

Thank you very much, Las Atlantis Casino Team, for your swift reply and cooperation.

Dear aylajay71, could you please confirm that your account is now fully verified and you're able to request a withdrawal of your winnings?

They did approve my verification. However I still have not gotten my withdrawal. The advertise instant payout. But thats not the case. I submitted my withdrawal request on 1/21 and habent recieved it. It says up to 3 days . its been almost 5 days. Now they are saying it takes up to 5 days to approve then it will take 3 days to hut my wallet. This ia not stated anywhere on the website

Could you please advise which payment method you have opted for? Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Please keep me updated.

I chose BTC withdrawal... I contacted them yesterday they told me that it takes up to 5 days to approve the withdrawal request and then it will take up to an additional 3 days to hit my wallet. This is not mentioned anywhere in their website. I mean this is just ridiculous. This casino advertises instant payout. I would think think that BTC is the fastest method to do that. Since the other ways have a bank involved and typically they need at least 1 business day to procedd such requests. Once I get my withdrawal I will not use this casino again.

I fully understand your frustration, aylajay71. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello,

Have there been any developments since our last conversation?

Dear aylajay71,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.