Las Atlantis Casino - Výběr hráče byl zpožděn.

I used a deposit code for free spins in April 4. Used it correctly, went through the play through , cashed out the max amount. (A little over a grand). Verification took a long time. Back n forth multiple times, telling me I didn’t send certain things when I literally have record of it in my sent box. Finally on April 19, received email that verification was complete. Submitted my Withdrawal for the full amount on 4/19, Received $300 on 4/22. Submitted the remaining withdrawal amount of $700 on 4/22. Today is 4/28, it is still pending. They did respond and say it could take up to 3 business days(in rare cases more) so apparently I am a rare case.

The hoops people have to jump through are insane. I am shocked at their rating on here. How frustrating for the customer and the employees. I mean how much easier would it be to just send the full amount. Why does player ranking matter on cash out?. I wanted to play there again but the time it takes to withdrawal is very inconvenient. Im sure my most recent $700 WD request(when approved) will only be $300. Then I’ll have to submit another one. And then one more after that. It’s literally going to be Mid May, possibly end of May for one $1000 payout to be complete. I can cash out at other online casino and see my BTC in my wallet within hours, $7500. Seems to be "delay tactics" but that doesn’t work when you put a max WD amount on a bonus. It’s not working in your favor. If there was no max WD amount I 100% would have lost it all by now. Is this how long it will be every time I try to cash out in the future? I am a daily player so a weeks wait time for 1/4 of a payout may not work for me in the future. That’s a full month before I can deposit and play again without breaking your terms. Make it make sense please.

Dear themeehans24,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified already? Do I understand correctly that the payment is still pending inside the account without being processed? Have you accumulated your winnings from Free Spins solely, or it was a Deposit bonus that you have redeemed?

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. 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

Yes all has been verified. Everything was done correctly. I used a deposit bonus. So I did deposit. Everything was verified to be done correctly. Max payout was 30x deposit which is approx. $1140. I requested $1000. Very tempted to try and get it to that $1140 but at this point, for the amount of time this takes, doesn’t seem worth it. Requested pay out of $1000 on 4/19. I received $300 of the payout on 4/22. Requested the remaining on 4/22 at 9:53am As of yet, it is still pending. Today is the 5th business day after request.

They approved $350 today. We shall see when it arrives. Probably in 2 days. They put the remaining $350 back in my account that I have to request again. Which will most likely be another 10 days or so. Mainly just want to warn anyone who plays here. I see many of the good reviews are about how they like their games, looks of the site, but never won enough to cash out. The cash out reviews are just like mine. This casino should not be highly rated in my opinion. No one in their right mind would want to wait a month for a $1000 WD. My regular casino paid me out in 30 minutes yesterday and it’s been like that from day 1, not depending on "player level". Instead of putting $2500 max cash out per request, you need to warn people. New players do yourself a favor and check Reddit! Cannot wait until this experience is over. I like the games BUT I know I can find them elsewhere.

I understand your frustration, themeehans24. Have you been advised why your withdrawal was split into several installments? Have you withdrawn any winnings previously from this casino or it was your first withdrawal request?

when you dig into their terms it says they may be split up. Doesn’t say exactly how much. I can see why they hide it deep in the terms. Who would deposit here if they knew the truth. What does delaying a withdrawal do? What is the reasoning for splitting it? It seems like more work and frustration for the player and your staff. I could see it it was something big like $20,000. Most places cash out around $2500 per transaction. I just don’t understand what splitting up $1000 into 3-4 installments does for them in this case? In any other instance without a max WD limit, I could see what a delay would do. People would lose it before getting a chance to cash it out.

Hello themeehans24,

Thank you for your feedback. The time of the BTC receipt depends on the network itself, though usually it takes up to 40 minutes. Please be informed that the approval of your current request is scheduled for tomorrow.

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

Regards,

Las Atlantis Casino Team

The final installment WD request was approved this morning 5am for $350. As of 11am I do not see it but at least I know it’s coming. The total time it took to verify and cash out a $1000 win at this casino took a full month. Won on 4/4, last WD approved 5/5. Unsure how future withdrawals will go or when one is considered a valuable player. I guess if someone can get through this, future WD’s may not be too bad.

Dear themeehans24,

Could you please confirm when you receive all the winnings? Thank you very much in advance.

I will. Thursday 5/5 at 5am I received an email stating my last installment was approved and will be received shortly. As of today Saturday, 5/7 at 730am, it is NOT in my wallet.

Thank you very much, themeehans24, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Thank you. Hopeful it will be there tomorrow. A 5 day wait after at btc approval does not seem right.

they responded to my email this morning and stated there was a "hold up on the processing side" and they are resending. 5/10-still waiting

Received final payment. DONe!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, themeehans24, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru