Las Atlantis Casino - Player’s winnings have been withheld.

Website not supported. I had 150$ winnings in my account from welcome bonus. 50ATLANTIS was bonus code. I registered at their casino on 26th June. That time Bangladesh was allowed to play.

Dear Robin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://lasatlantis.com/terms/:

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

Could you please advise if you have deposited any funds into your account and if you completed successfully the KYC verification?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

No deposit made. I tried to deposit and complete the KYC but after few days the website unsupported. No VPN used. Thanks for your comment.

Hello Robin,

Thank you for your feedback. Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. Please bear in mind that you’ve been playing with a No Deposit bonus 50ATLANTIS and your balance is considered as a bonus one until a deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements have been met on 6/27/2021, however the required deposit was never made. Also, the account was never verified over the phone and there were no documents received according to KYC procedure. In addition to that the last login to the account was made on 6/27/2021 and there were no logins anymore before the country became restricted by provider.

However, the best customer experience is the aim of ours and we are ready to make an exception here, so you’ve been emailed with a BTC wallet request in order to proceed with Payout.

Regards,

Las Atlantis Casino Team

Thank you very much, Las Atlantis Casino, for your assistance.

Dear Robin,

Please provide the required information.

Winnings received.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Robin, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru