Atlantis Slots Casino - Il ritiro del giocatore è ritardato.

See attached picture requested withdrawal on the 21st May but payment is still pendin. Atlantis have replied to my email but will excuses. Normally I don't have any issues with Atlantis they have always paid within a few days. However this payment is taking way too long especially as I am a gold vip member. Will also say that the customer support chat is again really good normally Ann and Patricia VIP support are the best I've ever dealt with. But unfortunately chat is crashing or disconnecting every time i try to chat regarding this payment see pictures

Dear Ponjo65,

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 the 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, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Dear Ponjo65,

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.

I cancelled the withdrawal was never going to be paid

Do I understand correctly, that after you canceled the withdrawal, you played down your winnings?

Dear Ponjo65,

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.

I've since made a successful withdrawal, took longer than expected to get approved however it did get approved and paid. And again the support staff particularly Patricia and Ann were excellent, understanding and supportive. Can't thank them enough.

Dear Ponjo65,

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,

Tomas

Casino.Guru