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

I have been waiting for my withdrawal for almost a month. Everytime I submit documents, there is always a problem. I deposited money and won $2600, and I have no way to withdraw it. My deposit card was good enough to give them the money, but the same card as well as another bank account, then another, then a Bitcoin address have not been good enough. My accounts all had a ility to receive the transfer , as well as had a swift code and still they want something different. This is ridiculous. Not to mention, everything is completely through email.

Dear krystaleaves806,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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,

Thank you for your swift response in this matter. I have tried my best to be open-minded and hopeful with this situation. I am aware that there is a process when it comes to payouts, and that there is so much security due to identity fraud as well as international transfers. I appreciate the strict methods that are imposed. The issue is the inability to actually communicate with someone over the phone or chat that is not a robot or someone merely scripting to me when I log onto the chat icon.

I have taken the initiative to screenshot and email all communications even the chat transcripts so that point of reference can be easily noted as well as I have provided all necessary documents, such as Bank Validation, Credit Credit Card Validation, proof of account for my email, my bank as well as copies of driver's license and proof of residency and all have been updated with current date and signature so that when corresponding, there is not another issue that can arise and prolong the process. I have followed their links that have been provided by their Validation Department for Bitcoin through Coinbase, and now have to resubmit my PDF Banking Validation and Account Validation even though I already did so. It has been an uphill battle that is beginning to really make me feel ignored, abused and robbed.

I enjoyed playing on this site due the many different games. I even checked reviews prior to taking part and was hopeful. I had honestly not expected to win, but now that I have, I am entitled to what I have available to be withdrawn. It has been idly sitting waiting for me to be able to payout, but I am unable to do so. Can someone please help me in this matter?

Thank you very much, krystaleaves806, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@casino.guru) 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.  

Dear krystaleaves806,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask the representative of Las Atlantis Casino to join the conversation and aid in the resolution of the complaint.

Thank you so very much for your help. I understand that every establishment has certain protocol and regulations set and mainly for the protection of the customer as well as the owner. However, I have done everything I know to do as well going the extra mile to obtain my withdrawal. I have communicated and gone along with this drawn out process for long enough. I'm not a customer complaining about service or even the lack of customer service available; I am a human being that has invested money to this, as you could say, that is now expecting my reimbursement for tasks that I completed due to their requirements. I have proven my identity as well as now put my own identity at risk by providing them my bank account information, proof of residency and driver's license picture front and back. The security that "protects" me, now has left me open for who knows what. It makes me very nervous and uncomfortable, and I wish this on noone.

Your help in this matter is greatly appreciated and needed. I still have not heard back from them.

I understand your worry but Las Atlantis Casino has a very good reputation and it guarantees the absolute privacy of all the documents and sensitive data that it is entrusted with.

Besides, Las Atlantis Casino has no unresolved complaints in our system and its representatives cooperate with us in solving the complaints. Although several players have complained about their withdrawals taking longer than expected, eventually they all got their rightful winnings. Please be patient.

Hi krystaleaves806,

Thank you for your feedback.

Please be informed that KYC validation of your account is a one-time procedure that guarantees funds will be received on time and with no bounce backs. Sometimes it might take longer than the stated time frames in case of any documents are missing.

We’ve been in touch with a casino representative regarding the matter and were informed that in order to validate the payment method within the casino account to process the payment, you should provide your Bitcoin wallet address via email, with all letters and numbers included to the wallet address.

Please note that the screenshot of partially visible wallet ID will not serve as a confirmation of your bitcoin wallet, since the payee won't be able to send funds without full recipient address.

Should you have any questions please let me know.

Regards,

Las Atlanits Casino Team

Dear krystaleaves806,

please provide the casino with the full Bitcoin address via email as asked, so that your payment could be processed.

Hello,

I just want to say I appreciate the help you and your team have given to me. I replied to the email I received from them requesting for my Bitcoin address. Along with inquiring information about the next steps after. Thank you so much. I will follow up.

Hello all, thank you for the information. Dear Las Atlantis Casino Team, please keep us updated on the progress.

Hello, again. I have emailed the information fory Bitcoin, and have not heard anything at all from them. My balance is still showing on the casino, however, it still won't allow me to proceed with the withdrawal process. I am praying that the reason is due to the weekend. I really believe that it would help both the company as well as the customer if Las Atlantis would implement better customer service options and staff. I find it very nerve-wracking having to continue this ordeal without having proper communication with the company. It is time consuming and stressful. I appreciate the help that Casino Guru is giving me and also the prompt attention, however, it is very bad for business having to go through a third party.

I hope they respond soon, because this has been going on for almost a month.

Hi,

We appreciate your patience.

We've been informed that your account has been already approved for Payouts.

The winnings you currently have on playable balance, however, come from the match bonus. According to the Bonus Terms the maximum bet size during the bonus wagering period is set to $10, unless specifically stated otherwise in the Bonus Terms of a particular promotion.

According to your gaming report there were bets over $10 placed when the playthrough was still applied. Therefore the abovementioned winnings are considered as non-cashable due to violation of Bonus Terms. You will get all the information to your email address along with gaming report.

Should you have any questions we'd be happy to assist.

Regards,

Las Atlantis Casino Team

Dear krystaleaves806, in the General Bonus Terms of the casino there is a rule:

To honor our Responsible and Fair Gaming policies, the maximum bet size during the bonus wagering period is set to $10, unless specifically stated otherwise in the Bonus Terms of a particular promotion. Placing wagers above $10 will result in the voiding of all winnings.

Are you aware of it? Is it possible that you breached the maximum bet rule when playing with the bonus?

Hello,

I had began with a no deposit bonus then after losing my spin wins,

I deposited $40. I have the entire event screenshot and I'm glad that I did because of instances such as these. I feel that I have been pulled around for a month forced to give personal and banking information, for them only to dock my account for 110 which they said we're for the original spins I received, then they say I violated their regulations with my wagering. Then the following day I attempted to check my status, and the removal of the 110 doesn't even show up on my side because the transaction history has Ben altered.

If your company has a way for me to submit all my evidence of the experience, I will be glad too. I am an accounting student and know to keep proper and detailed records. I feel that I am owed my money.

Can someone please help me? I can admit when I am wrong, but In this case, I am not. It has created great stress and disappointment for me.

Hello all,

Thank you for the information.

Dear Las Atlantis Casino Team, could you please send me the player's game history to veronika.l@casino.guru?

Hi krystaleaves806,

We are sorry to hear that you faced this inconvenience. Our team is doing our best to solve the issue as soon as possible.

You and Veronika and should receive the gaming report soon so you can check on that yourselves.

Please let us know if you have any questions.

Regards,

Las Atlantis Casino Team

Hello, Everyone,

I have been honest on my transactions from your casino. I did not violate your playthrough nor wagering requirements as my deposit was a result of a less win from my no deposit code. I genuinely won that money and deserve to have my withdrawal. Not to mention the ridiculous hoops I jumped through to simply get three accounts that your company said I needed to only not be allowed my winnings. This is dishonest, and I will not let this go. I am a student as well as work, and I thought I enjoyed your company. I have done everything you asked of me and then some. By that I am referring to the screenshots that show my transactions with your site play by play just because I felt it was important to do since I am new to this.

That being said, I am very well aware of the loopholes that sites and businesses as yourselves find to refrain from paying out winnings. As of now you can consider yourselves under investigation officially. I have the proof I need and I will be sending it to the address Veronika provided previously. My records do not match yours that you so generously offer to make a player feel more comfortable. It is simply a manipulation.

I have done nothing but been lied too, stolen from, ignored, toyed with and now abused by your staff. Only for your representatives to multiple times email me stating I have been trying to deposit money on my account. Knowing good and well that I need my money from you. Why would I attempt to do such a thing again?

It is now the 8th of March and I have yet to receive the the items that Las Atlantis said that I would. I have shown respect and professionalism throughout this entire ordeal. Who is it that I need to communicate with for the last time. I am respecting the chain of command, yet, I have heard nothing. Please, someone, help me to solve this.

Hi krystaleaves806,

We appreciate your patience and hope the matter will be solved very soon. As we were told you and Casino Guru representatives have been provided with the gaming report so you can check what and when exactly went wrong that lead to this confusion.

In order to clarify the situation please see the explanation for the aforementioned gaming report.

We'll start from bonus redemption (coupon GOBBLEDYGOOK 275% + 45 FS on Goblins: Gluttony of Gems) on 1/27/2023 17:56:41. This bonus is available for slot games, it consists of percentage on top of the deposit along with free spins and comes with max bet $10 and max Payout deposit x30. Firstly, you needed to complete free spins with a fixed bet amount on a particular game and then you could switch to any other included slot game in order to complete wagering (deposit amount + bonus amount) x35.

1/27/2023 17:58:35 - deposit in the amount of $40 was placed, so bonus applied right away as it was redeemed a couple of minutes earlier. Then on 1/27/2023 18:02:15 you had completed free spins and started to play with deposit + percentage on top with above-mentioned bonus terms applied.

1/27/2023 21:58:57 - wagering was completed, so any games with any available bet amount could be played from that time.

Starting from 01/27/2023 21:52:15 there were $12.5 bets placed which were increased to $25 before the wagering was actually completed which was the violation of bonus terms.

Please let us know if you have any further questions.

Regards,

Las Atlantis Casino Team 

Dear krystaleaves806,

After checking your game report, we came to the conclusion that you indeed placed several bets exceeding the maximum bet of $10 when the deposit bonus was still active. You deposited $40 and got a 275% bonus of $110. The wagering requirements were x35 bonus + deposit, i. e. you had to wager (110+40)x35=$5250. You completed the wagering at 21:58:57, but prior to that time, you placed multiple bets exceeding $10 (71 bets to be exact). I’m sorry, but the casino’s decision to forfeit your winnings is justified.

I’m sorry I could not be of more help. Let me know if there is anything else I can do for you.

Dear krystaleaves806,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I would like the copy of the gaming report that I was supposed to have received. I never did. I have video and screenshot as well as bank records to confirm my gaming on their site. I am an accounting student pursuing my degree to become am examiner, and I am very thorough with my records. I appreciate your help in this matter.

Dear krystaleaves806, I forwarded the gaming report to your email address.

Dear krystaleaves806,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.