Las Atlantis Casino - Hráč se snaží vybrat své výhry.

I have submitted all documentation required in the terms of service, at which point i was sent this:

Thank you for your request.

In order to complete validation of your account please send the following missing data:

Screenshot with instructions for international wire transfer for your bank account

...This is not on the terms of service. My small credit union does not have a form for this. I informed these guys that I would be withdrawing to the card that they already accepted as payment. It has been several weeks of waiting 3 days for a response where they demand more information but now they're asking for something that doesn't exist and is not needed to allow me to withdraw to my card. I do not believe this casino is a legitimate operation.

Dear Nick,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

It’s quite usual for this process to take a couple of working days to be fully completed.

Do I understand correctly that providing the instructions for international wire transfer seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They said I need to give them the instructions for bank wire (again this is not on the ToS) and this form does not exist for me.

Since then they have also asked me to resubmit my banking form since my account number is not long enough... but that is a problem as well, I gave them my account number. Its at a small credit union. It really is only 6 digits long.

I have read through the KYC requirements several times. I have given them every item listed there. They will not allow me to withdraw.

Thank you very much, Nick, 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 Nick,

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

We would like to ask the Las Atlantis Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Viliam,

I've been trying to respond on the thread but encountered some technical difficulties.

I am glad to inform you that the funds have been sent via bank wire last week.

Dear Nick, please let me know if everything is okay.

Regards,

Las Atlantis Casino Team

Dear Nick,

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.

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.