Las Atlantis Casino - Player’s withdrawal has been delayed.

I won some money and filled out the withdrawal paperwork 5 days ago.

I have not heard anything and have every day tried to contact them.

I tried their online chat which they shut down as well.

They did email me saying I had money sitting there and should play it and try and win a jackpot.

I even emailed back that email and no response.

I have emailed on their site , customer service email and the chat email.

There is zero response. They advertise and it says on al lthe casino reviews for them 24/7 response. 5 days and nothing plus their chat is shut down.

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that it has been your first withdrawal request in this casino? Could you please confirm that your account has been fully verified in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming 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. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I sent in documents to be verified so I could withdraw. I have heard nothing and I can't get a reply after many numerous attempts.

I tried there online chat that is shut down.

24/7 customer service is a joke.

I have no idea what is going and no one responds.

Still no response from them

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Daniel,

I looked at your complaint and will do my best to help you. I would like to invite Las Atlantis Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi,

I finally recieved a response this morning saying it would be a matter of hours for approval.

We will see how the withdrawal goes after the approval.

Regardless I don't feel comfortable with a Casino that advertises 24/ 7 customer service and I can't get a reply or answer for 6 days. I appreciate the help from this forum greatly.

Hello Daniel,

I have checked your gaming account with the casino representative and have been informed that the routing info needed for the payment transfer has not been submitted yet. As an alternative, you can provide your BTC address via email and your payment will be sent to you faster.

Please reply the query sent by the casino representative in order to finalize the validation of your account so the Casino could proceed with the payment asap.

Please let me know if you have any questions.

Regards,

Las Atlantis Casino Team

They have been in touch with me and all is fine. I will be able to withdraw now. I want to thank casinoguru for their time and help.

It is most appreciated.

Dan

Dear Daniel,

can I consider this case as resolved?

I submitted my address last night when they asked for it. As of this morning still can't withdraw. See what happens when I get home tonight.

Dear Daniel,

Having checked your gaming account with the casino representative, I've been informed that all the needed information is on file. The gaming account has been enabled for the further payout request and will be processed as per time frame listed within the Terms.

Regards,

Las Atlantis Casino Team

Dear Daniel,

please let me know about your progress.

I am able to withdraw and the Casino has bent over backwards to accommodate.

The issue is resolved . Thank you to all.

Dear Daniel,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru