Las Atlantis Casino - Withdrawal of player's winnings has been delayed.

I have been continually trying to withdraw my winnings the first withdrawal was fine.

I won $3000 got verified. Made withdraw via credit debit card, they constantly put it back to bank wire every single time because it takes longer to process.First payment was $500 which was fine with me. Next was only approved for 300,300,300.which is ridiculous when they can’t even payout on time, it has been over a month and then some and I still haven’t gotten halfway, because of the continuous delays. They then suggested I do bitcoin, because it’s faster 1-3 business days. so that’s what I started doing yet never is done on time, this time has been 6 business days and all they say is we’re overloaded with requests. I contact billing they never respond. I’m so tired of this. How do they expect anyone to come back after you go through this process for every tiny withdraw. It’s almost 2 weeks for 1 pay out. Then they say approved but they don’t wire it until 5-10 business days later, and bitcoin they don’t send for another 24 hours after it’s approved.

Dear Maller04,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Everything has been verified I understand that it takes time, but when they are giving me the bare minimum to drag my pay out on for months, by giving me $300 dollar payments is ridiculous, when they don’t pay out in the timeframe Shown on the website. 1-3 days for bitcoin. I tried to email billing no response, and that is the only way you can get a hold of them. At this rate if they keep treating me like this I’m going to have to go through this another five times to withdraw my winnings.

So I ended up receiving it finally today, but I still have $1300 to go and there’s $300 each for drawl is pretty ridiculous, considering how long it is going to take me to get out, I would really appreciate if you could reach out to them about only sending me 300 each withdraw. Thanks

I am happy to hear that at least the first withdrawal has been processed, Maller04. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.

I understand that but the amount they are giving me is ridiculous especially when They told me to do bitcoin because it would be 1 to 3 days and now they are taking 5 to 6 days to leave and approve it and then give me only $300. At this point right now according to their payroll processing times 15 days late, I should’ve had my full withdrawal already and that’s all I want is the rest of my money out so if you could contact them so they stop delaying my pay out more and more each week it would be greatly appreciated

Thank you very much for the updates, Maller04. Do I understand correctly based on your first message that you have made at least one successful withdrawal before? If yes, could you please advise when exactly it was and which payment method you used?

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I used bitcoin after they told me it would be faster which was a lie. 1-3 days it shows on website and when withdrawing then when you complain they say it depends on customer level, credit scores, a bunch of bs that isn’t on the website. It has been 3 months and still have $700 left to withdraw. I am forwarding communication to your email.

Thank you very much Maller04 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Maller04

I'm Michal and I have taken over your complaint. I have reviewed your case and I do understand your frustration with the low payment limit, however, the casino has a right to do this and you have been fairly informed by email about this that it is mentioned in the casino T&Cs.

As mentioned by you, although with a bit of delay you have received your funds, so I would kindly advise you to be patient. If I understand it correctly you awaiting $700 to still be withdrawn right?

In case you will not receive your fund or the withdrawal would be abnormally delayed we will contact the casino to check up on this.

Yea $700,in the t&c it doesn’t say withdraw times are based on everything that they send in the email, there is nothing stating that until they actually email you. And they constantly delay delay it has been over 3 months and still have not received all my winnings. Over 3 weeks late in total on late processing times. I cannot believe you guys have this high of a rating for them.

Hello Maller04

As you can see in our Las Atlantis Casino review slow withdrawal is listed as one of the negatives of this casino.

I agree with you that 3 months for processing all of your withdrawals is a bit too long. I will try to contact the casino to see what is delaying the process. We would like to invite Las Atlantis Casino to join the conversation.

Dear Las Atlantis Casino

Can you please provide some information regarding the player's withdrawal?

Hi,

Thank you for your feedback. Please be informed that Casino reserves the right to divide winnings into units until the whole amount is paid (Article 10 of Payout section of T&C). It depends on many factors such as gaming activity, frequency of Payouts, wagers amount etc. Our Billing representatives do their best to make your winnings sent as soon as possible. We are sorry for the delays you might have faced having chosen a bank wire option (they were caused by technical reasons, though everything is fixed now). I've been informed that there's one last unit left to be paid on your account, so it will reach you soon.

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

Regards,

Las Atlantis Team

Dear Maller04

As per the response from Las Atlantis Casino, you should receive the funds soon. Please let me know when you receive all the funds

I did receive all the funds finally thank you to you guys, but their withdrawal times on their website and then what they sent you in. The email is completely different and is very misleading and nowhere in the terms and conditions. Nowhere does it say withdrawal times are based on your customer level credit scores, blah blah blah, I looked here to see if it was reputable and when you guys gave it that high of a store I figured you guys knew your stuff. I believe the score they receive on here is very misleading, and should definitely be dropped along with their processing times because they are never a bided by after I receive my payment I closed my account here. By far would never recommend this casino or any other sister casinos 10 withdraws for $3000 over 2 1/2 months and when you try to talk to them all they say is it’s in our terms and conditions it’s in our terms and conditions section 1 line b, they are definitely not here for customer service, and should be ashamed of themselves

Great news, Maller04. I'm glad to hear that you successfully received your winnings.

As mentioned earlier I agree with you that the over 2 1/2 months for receiving the winnings of $3000 is quite a lot, but on the other hand, the payout time frames depend on many factors such as gaming activity, frequency of Payouts, wagers amount, etc. and every casino can have this different. As seen in our Las Atlantis Casino review slow withdrawal is listed as one of the negatives of this casino.

In the future, when you don't want to go through this kind of experience again, I would kindly advise you to check and play in the recommended casinos from our list, and if fast withdrawal times are one of the features you are interested in, you should be able to find this information there. We pride ourselves on having one of the largest casino reviews databases on the market where we fairly review and rate every casino so the players can see what they can expect from each casino and freely choose where to play. We will now close this complaint as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

We are here to help.

 

Best regards,

Michal