Las Atlantis Casino - Player’s struggling to withdraw winnings.

I won on 11/19 and requested a payout. On 11/26 I received an email that stated Please check more details in regards to your payout below:

Payout amount - USD 500

Receipt time - approx. 5 business days

Approved and sent to the bank account provided.

It is now 12/27 and they are not able to make the deposit to my bank or credit card. Every reply they sent stated to open a Bitcoin account. I know nothing about Bitcoin.

I am not able to upload the saved pictures of the emails. Please provide an email address I can forward them to.

Dear Sherri,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, please, forward any relevant communication between you and the casino or other supporting evidence that you couldn't upload to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Thank you very much Sherri for your reply. I will now transfer your complaint to my colleague Martin (martin.d@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 Sherri!

I will take care of your complaint from now on. In order to proceed, I would like to invite representatives of Las Atlantis Casino into this complaint to help us with the resolution.

thank you

Hello Sherri,

Thank you for your feedback.

I’ve been in touch with our billing department regarding the matter. I’ve been informed that the payment was put on hold on the bank’s side, therefore the representative of Billing Team offered to use Bitcoin as an alternative option. As of now your Payout has been sent to the card you’ve successfully used for depositing. Please allow a few business days for the funds to reach your account.

Please accept our apologies for the inconveniences caused.

Regards,

Las Atlantis Casino Team

Hello Sherri!

Looks like the problem with your withdrawal is soon going to be resolved! I would like to ask you to keep us informed once the payment will appear in your account. I will set the timer for 10 days so you can let us know about the news.

Thank you. I will let you know when the payment is made.

It’s a shame it has to come to this to get a payout.

Sherri

Hello Sherri!

Was your issue resolved? 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.

I received the complete payout of my winnings. Thank you very much for your assistance.

sherri

Hello Sherri!

Thank you for informing us about the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.