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

I have been chatting with the casino and I keep getting the run around. I was told that my withdrawal would be processed 2 days ago. I had successfully had 2 previous payouts within the 4 day waiting period. I have emailed the billing department and I do not get a response and the chat department keeps giving me the standard please be patient someone will be emailing you. During a chat with Kendall he advised that my withdrawal would be released on 3/22/2022 today is 3/24/2022. I requested my payout on 3/18/2022 and now I cannot get the billing department to acknowledge my emails.

Dear stacwalk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

i have talked to chat numerous times and they had advised me that my payment was to be processed already and i still have not received my money or a response from las atlantis billing department. i have emailed the billing department over 50 times trying to get an answer

Thank you for your reply, stacwalk. When did you receive your last successful withdrawal, please? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Dear stacwalk,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

the last payment i received was 4/4/2022 and i did not receive the full requested amount of $1500 i only received $300. i have requested a bitcoin withdrawal for the balance on 4/4/22 and have not received that amount yet. When you request payout they say 3-4 days via bitcoin.

Thanks for the update, stacwalk. Has the rest of your winnings disappeared, or just returned to your balance? Have you accumulated your winnings with or without an active bonus? If you played with a bonus, which one did you activate? Please, post here a link to offer you redeemed.

Have you tried contacting the casino regarding this issue? If yes, please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

i have not lost my accumulated balance. once payment is made the remaining balance is put back into my account and i must request another withdrawal. i accumulated my balance without a bonus. i have communicated with the casino via telephone and multiple chats. i will gather all the communications i have had with them and forward them to you

I see, thank you for the clarification. In this case, I would recommend that we wait for a few more days to see if the casino processes another withdrawal and then the rest of your winnings. It seems that it may take some time since the casino is dividing your winnings into installments. However, I will keep this complaint opened, and if there is no development with your current withdrawal request, or the casino stops processing other future installments, we will intervene. Please, keep us updated in the meantime.

Ok thank you for your guidance.

Dear stacwalk,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.