Atlantis Slots Casino - Jugador en espera de retiros retrasados.

I have been waiting for a payment of 600 for weeks and an amount of 400 has been pending for 3 weeks. They refuse to tell me details and/or proceed with payment. After repeated requests they closed my live chat.

Dear Tijgerradio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

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, especially if it’s your first withdrawal. 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

Do I understand correctly that your payment is still pending inside the account without being processed?

...Correct

Could you please specify how many days ago was your withdrawal requested?

.....14 days

Was your account successfully verified already?

.....yes

Hi,

Atlantis have reopen my live chat yesterday and tell me i must be show my bank account to show the money its not there today (its not there), no problem i will do that... and she said that today the €400.- pending till aproved but no !

I have send an mail that i will be wait 2 days and then its my energy done.

Best regards, Tijgerradio

Yesterday write Ana from Atlantis :

 Ana VIP Manager Tue, 05/07/24 7:12 pm  Dear,The pending withdrawal will be approved tomorrow. Thank you, Ana

But no always on pending !

Thank you very much, Tijgerradio, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.  

Dear Tijgerradio,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Atlantis Slots Casino representative to join this conversation.

Dear Atlantis Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the 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’ which may negatively affect its rating.

They ask me every time to send a new update from bank i dont no why...

I have said youre question, they found not nice and send me after this a mail :

Dear Joop,

We have received the PDF file with transactions up to the 9th of May. However, we require an updated statement covering transactions until the 13th of May.

The screenshots you sent in chat are not eligible for our review. We need a legal and official document showing all transactions from those days to identify whether you have received the payments.

Please confirm if you have sent us the bank statement until the 13th of May. If you have, please accept our apologies; We will be checking further with our finance team and let you know as soon as possible about the solution to your case. However, if you haven't provided the necessary document, we cannot further assist you until we receive the official document.

Thank you for your understanding and cooperation.

Kind Regards,

Atlantis Slots Team!

Hi,

I have sent this to Ana :

Hi Ana,

I take the chat and Patricia ask me again for an statement update from the bank until 13 may. I tell you before that i

receive only statement from 10 untill 10 next month and everytime when i ask they must be an update for the days after

my last statement.

I ask you friendly to reply the situation on GURU...so be sorry i have no beleave in the situation on the moment.

Ps. She knows that i have a mountly statement until 10 of the month and now the ask for 11, 12 and 13 may ...unbelieveble and always not one cent !

hello, the problem has been solved, the bank has found my money and I am yet to hear what the problem was. my thanks are great!

Dear Tijgerradio,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Mirka

Casino.Guru