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

Misleading just horrible I dent all my documents in now they are gonna say my bank doesn’t accept foreign deposits not true !!! I play other casinos with no problem that are foreign this casino needs to be reported!!!

Dear victorialatina41,

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

They also have bitcoin so I have a bitcoin account that hey have not replied to me

It has been two weeks now and I still don’t have my money I won fair and played the play through

Thank you very much, victorialatina41, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Victorialatina41!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you for your help in getting this resolved. This is the first time playing this casino. I didn’t see a problem with the deposit it went through immediately to them.

Hi victorialatina41,

Hope you are doing well.

We are sorry you've faced this inconvenience and we will do our best to help you out.

Before we proceed we will need to ask you to provide us with a username of your account. Unfortunately, we couldn't locate it with the email address you mentioned in the thread.

Looking forward to your reply.

Regards,

Las Atlantis Casino Team

Hi victorialatina41,

Thank you for your feedback. Please note that KYC confirmation process is essential one time required procedure before your very first Payout which guarantees funds will be received by the rightful owner on time and usually takes a couple of business days to complete.

If some documents were missing, it might take longer than usual though. In order to complete verification of your account please provide valid BTC address over the email or as a reply here.

Regards,

Las Atlantis Casino Team

Hi victorialatina41,

Thank you for the confirmation.

As we were told, the KYC procedure has been finished so now your payout is getting ready to be sent.

Let us know if you have any other questions.

Regards,

Las Atlantis Casino Team

Thank you, Las Atlantis Casino Team!

Victorialatina41, please, let us know when you will receive your withdrawal!

I received my first withdrawal today thank you !!

Victorialatina41, I am happy to hear it! Do you have any other funds left in the account, that you will be waiting for to be withdrawn?

Yes I have one more withdrawal pending

Okay, we will be waiting for the second withdrawal to arrive, let us know when you will receive it!

I will thank you for your help

Hello have not received my second Cashout it’s been 3 days bitcoin it should not take 3 days if I was verified

Hello, Victorialatina41! I understand that for Bitcoin transfers three days is a long time to proceed, but casinos usually use 3rd party payment providers, so funds can be transferred later, than it would be with the standard BTC transfer from address to address. I am suggesting to wait until the Wednesday and, if funds will have not been in your account by that time, we will invite the casino to the discussion one more time. Thank you for your patience!

Ok thank you

So I just finished chatting with Atlantis rep according to them the billing department is overloaded so they could not tell me when I will receive my Cashout it’s been a month now I have had patience I feel it’s bit misleading and wrong

Victorialatina41, as you have received your first withdrawal, chances of getting the second one successfully are higher, so, I would recommend to just wait for it to be received. Standard timeframe for withdrawals defined by us is 14 days, so I suggest to wait at least 7 more, and then we can invite the casino to the discussion one more time.

I thank you for your patience and understanding!

why does casino say 1 to 3 days that’s false advertising to the customers this has been a frustrating experience

So I put in a request for 505 to cash out and they are sending me 300 only. I’m not understanding how this casino is so misleading to their customers it says a maximum of 2500 and I’m cashing out only 505, but they still will not give me my total amount of winning.

I have looked through the casino Terms and the limit is really 2500$ per transaction: "All payouts from Las Atlantis Casino are limited to $2,500 per transaction. This limit can be adjusted by the Casino, according to the Customer Level, or as per a mutual agreement with the Customer's VIP host."

Las Atlantis Casino Team, please, could you explain how does the system of limits work and if the real limit is 2500$ indeed, why cannot player withdraw all sum at once?

Yes this is wrong I waited long enough and been patient

I contacted casino they said I should make another withdrawal for my remaining amount why??? This means I have to wait another two weeks just doesn’t make sense!!! They need to stop misleading and false advertising period!!!

Hi victorialatina41,

Please be informed that Casino reserves the right to pay out Customer's winnings in installments until full amount is paid depending on player class, gaming activity etc. This right, however, is not limited by the aforementioned categories, but still we take everything into account while assesing the situation. We apologize for the inconvenience.

We've been in touch with casino representative regarding the matter and was informed that you've already submitted a new Payout request which will be honored with high priority.

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

Regards,

Las Atlantis Casino Team

Yes I received my Cashout last night thank you

Because I have complained about cashing out they wii not honor any coupon codes with my deposit this casino is by far crooked needs to be shut down !!! No further comments bad experience with them

Dear Victorialatina41,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team