Every time I send bank information for "verification", it takes a week for them to respond saying, please make sure info is correct. And I do, then I reply it is correct. Just to wait another week to be told the same thing. Over a month now.

It took seconds to deposit money. But they won't let me withdraw. Beware

Dear annakaro070,

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

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 and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hi! Thanks for the lightning fast reply. ?? I went to check exactly when and how many times I have sent all information required. First time was August 7. I was told I needed a different bank because the one I use isn't accepted. I opened a BofA account. Once I had the account info, I resent on the 12th. The reply was to make sure or the other response was resend the paperwork.

I did each time. The last time was 9/1. Here was the reply:

Dear J*****,

Considering the fact that every client should provide the Company with valid and accurate information before requesting a payout, we feel it to be necessary to highlight that all customers are fully responsible for the accuracy of the data provided, in order to ensure the highest level of service for them. Thereby, we'd kindly ask you to confirm the following banking details:

Bank Name: Bank of America;

(Deleted for privacy)

Xxxxxxxxxxxxxxxx

Please note that by replying to this email you do take the full responsibility for the accuracy of the above-mentioned details.

We are looking forward to your reply!

Sincerely,

Eileen B*****

Validation Department

Las Atlantis Casino

I have submitted everything. Every step.

Thanks again

I've emailed them for an update on verification. No reply.

Thank you very much, annakaro070, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.  

Dear annakaro070,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague, Petronela already mentioned KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Just to confirm, is the only "drawback" for now just your payment details? Have all other documents been accepted/confirmed?

Dear annakaro070,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting 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.