Atlantis Gold Casino - Not Processing Payouts

**right591** · 17 June 2013, 4:23 pm

Hello - I'm hoping that someone can help me resolve two withdrawals at Atlantis Gold Casino. I have been responsibly playing at their casino for months, followed all rules, and I decided to withdrawal some winnings.

After filling out the authorization forms (3 times) and then again (1 week later), I am repeatedly told "we will talk to our processor and follow up". It's the same answer every time, "follow up to the follow up to the follow up" with the "processor". No communication from the casino unless I initiate it and it seems that "Alexandra" is the only rep that works there because she answers all my live chat requests.

The processor is always available for deposit questions; but is mysteriously unreachable for withdrawals. Is there anyone out there who knows how to resolve this issue.

Is it a scam?
Thanks for any help....

**Roulette Zeitung** · 17 June 2013, 4:41 pm

Hello right591,

i suggest to submit a complaint at Askgamblers.
Why?
Because there was a similar case in April...

Atlantis Gold Casino - I want my winnings!!
Posted: 9th April 2013, 8:34 PM by netters89

On March 20 2013 I played online with Atlantis Gold. I hit a jackpot for more than 5,000.00. Since then I admit to putting 1,000.00 back. Iv'e been waiting and doing exactly what they have asked me to do. First they wanted the usual copies to verify who I am. That is understandable. So I did just that. [...]

Read more: https://www.askgamblers.com/casino-co...winnings-c2328
(Link includes the response from Atlantis Gold Casino + complaint submission button)

And you should read some of these links: https://www.google.de/search?&q=site:...is+gold+casino

Hope, this will help you a little bit.

Leopold

**right591** · 17 June 2013, 4:51 pm

Thank you Leopold. I submitted the complaint on AskGamblers like your suggested. Very much appreciate you taking the time to provide me some assistance!

**cristine.reyes** · 17 June 2013, 11:30 pm

Hi right591,

We are sorry for the inconvenience. We'll ask the accounts team to help you resolve this issue as soon as possible.

Thanks!

**PlayHunter** · 18 June 2013, 4:22 am

The following is a record of your online chat.

General Info
Chat start time Jun 12, 2013 5:25:29 AM EST Chat end time Jun 12, 2013 5:43:01 AM EST Duration (actual chatting time) 00:17:31 Operator Nathalie Edwards Chat Transcript

info: Please wait for a site operator to respond.
info: Your chat transcript will be sent to [email protected] at the end of your chat.
info: You are now chatting with 'Nathalie Edwards'

Nathalie Edwards: Welcome to Atlantis Gold Casino's customer support. May I have your email address please?
you: Hello Nathalie !
you: My email address is [email protected] but I do not have an account registered yet.
Nathalie Edwards: How may I help you today?
Nathalie Edwards: How may I help you today?
you: Ago five days I have sent an email with a few questions to [email protected] and CC-ed it to [email protected]
you: Even if you assured me I will get response to it in about 48 business hours, I have got no response yet !
you: Ticket ID# LTK12138023383359X
Nathalie Edwards: Please hold as I check it for you
you: - Why I have got no response to it from the support or from the accounting team ?
Nathalie Edwards: Im sorry for that. Please hold as I check your account
you: You personally have also forwarded it to the accounting department.
you: And this was 5 days ago ! - Yet, I receive no response ?
Nathalie Edwards: Thank you for patiently waiting. I'll be with you in just a moment.
Nathalie Edwards: Thank you for waiting. i believe this is in reference to a withdrawal made right?
you: No, not made. I repeat you, I do not have an account registered yet!
you: My account registration depend on these details: if these details are not convenient to me then I will not register one account, simply!
Nathalie Edwards: Apologies for the delay. Per checking, the email you have sent with the above ticket number has been endorsed to the accounts team.
you: Yes, I know that.
you: But I have not received a response to it.
you: Why ?
Nathalie Edwards: Apologies for that. I will escalate this matter to the accounts team so they can attend to it immediately.
Nathalie Edwards: Apologies, The Accounts Team is working during Mondays to Fridays 8:00 AM to 5:00 PM PST. Rest assured that your concerns will be addressed as soon as the Team is available.
you: OK, but be careful as this delay already (that already happened) looks very unprofessional to me.
you: Thank you. Goodbye !
Nathalie Edwards: Im really sorry for that. I will make sure accounts team will attend to it
you: OK. Looking forward. Bye !
------------------------------------------------------------------------------------

- Guess what ? Two more inquired like this few days later and I have got no response to my question, LOL !!!

Curious to know what was my questions ? Just look below: (copy/pasted email sent)

Hello,

I want to register one account at Atlantis Gold Casino, but before that, I need to know more on the following aspects:

1) Depositing and / or withdrawing money with Skrill (Moneybookers) ewallet is subject to any fees ? If yes, what is the amount of these fees and how are those calculated ?

2) What is the maximum time frame from the moment I place my withdrawal request and until the moment when the money will reach my Skrill account ? (consider all identity and address documents have been already verified by the casino staff)

3) Reading the Atlantis Gold Casino Terms & Conditions I see that any player have to hand sign a "Know Your Customer Form" which will be sent to the player in 48 business hours after the player placed his first withdrawal request.

- My question is if I can receive this "KYC Form" per request, before placing my first withdrawal request, so that this way we will speed with at least two days the duration of my first withdrawal procedure ?

* If the answer is yes, and I can receive this "KYC Form" per request, before withdrawing any money, then please attach it on your reply to this email.

Kind Regards,
------------------------------------------------------------------------------------

Cristine Reyes, in the first place why your Atlantis Gold Casino does not clearly display the withdrawal time frame on its Terms & Conditions ? Secondly, why the chat representatives are not instructed to give withdrawal details ? And last but not last, why a reputable legit casino (Golden sponsor level here at GPWA) is unable to give out response to such simple questions about withdrawals ?

As an aside, yes I imagine how hard can be for a player to actually pocket his profits if is so impossible to get these simple info after days of trying, emailing and insisting. Well, so as you see, I am not sure if I still want to be your customer, but if you answer to the above questions here would do good.

**Roulette Zeitung** · 18 June 2013, 4:48 am

Hello right591,

Originally Posted by right591

Thank you Leopold. I submitted the complaint on AskGamblers like your suggested. Very much appreciate you taking the time to provide me some assistance!

anytime.

This is the real point of a forum.

Not only for webmaster and nice representatives i have a heart, also for the players.
I hope it will be solved and you get your money. Keep me informed!

As you can see in this thread: The public recitation of a concern can help.
Finally, in many cases both sides.

Leopold

**right591** · 18 June 2013, 11:19 am

I got this response from the Accounts Manager .... again, the clock has been "reset":

"Dear Phil,

I'm Beverly Collins, Accounts Manager at Atlantis Gold Casino & Treasure Island Jackpots.
I'm writing to explain and clarify the status of your withdrawal request and the circumstances that caused the delay in processing.
On June 11, Alexandra called you to follow up the remaining documents needed to process your withdrawal request. I understand that at this stage, the only document missing is a proof of address and she recognized receipt of the other documents. With your cashout payment method being a cheque, verification of the address is important so as to ensure that you'll be receiving the cheque without any issues.
On June 13, we received a copy of your bank statement which completes the documentary requirements. On this same date, we processed and endorsed the withdrawal request to our processors so they can cut the cheque. Unfortunately, our processor replied immediately that there was a deposit inquiry raised on your account which they fear to end up being disputed. As such, they held off processing while they wait for our confirmation that there are no further risks involved.
On June 14, Alexandra called you again to discuss and clarify the deposit inquiry which you confirmed and thus, no risks involved. On this same date, we sent back this information to our processor so they can proceed again in cutting the cheque.
It was only yesterday June 17, that they replied back to us and that is them asking for further clarification regarding player history etc. which caused another day of delay. We were able to clear all these inquiries and the processors finally processed.
Hope the above clarifies. I apologize for these delays but we're doing our best to address immediately all concerns by closely coordinating with our processors. I understand from them that the 1st incremental payment will be cut today for $2,000 and you should be able to receive the cheque in 3-5 business days from now. I'll advise you as soon as next incremental payment will be processed.
Please feel free to email me should there be any further questions/concerns.

Sincerely,
Beverly Collins
Accounts Manager"

**right591** · 18 June 2013, 11:22 am

(And of course, there is no email address or phone number to contact her except the "accounts@atlantisgold" that everyone uses...

**Roulette Zeitung** · 19 June 2013, 4:24 am

Hello right591,

you should be able to receive the cheque in 3-5 business days from now.

you can give him two more days.
If you receive the money, please post it.
And of course, if you do not receive it..........

Leopold

**right591** · 19 June 2013, 5:45 am

If, (big "if"), the check arrives, it is still less than half of my winnings. Half is better than none. There was never a mention of a $2000 per week maximum cashout on the website before; and now there is -- that's their rationale for limiting the cashout to $2000.

Is this normal? It's certainly not in the spirit of good dealing and fairness -- it's ironic that their homepage has a giant banner that says "cashouts as simple as one click". Uh huh.

I was not aware that casinos could make installment payments to their winners. Do I get interest on the balance? Very disappointed in this casino as it was my favorite.

Originally Posted by cristine.reyes

Hi right591,

We are sorry for the inconvenience. We'll ask the accounts team to help you resolve this issue as soon as possible.

Thanks!

**Roulette Zeitung** · 19 June 2013, 6:00 am

Hello Phil,

Originally Posted by right591

If, (big "if"), the check arrives, it is still less than half of my winnings. Half is better than none.

the topic here is not over until you get to the last cent of your winnings.

Winnings are no matter for negotiation!

Leopold

**right591** · 19 June 2013, 6:04 am

Agreed.

**Anthony** · 19 June 2013, 9:04 am

Originally Posted by right591

If, (big "if"), the check arrives, it is still less than half of my winnings. Half is better than none. There was never a mention of a $2000 per week maximum cashout on the website before; and now there is -- that's their rationale for limiting the cashout to $2000.

Is this normal? It's certainly not in the spirit of good dealing and fairness -- it's ironic that their homepage has a giant banner that says "cashouts as simple as one click". Uh huh.

I was not aware that casinos could make installment payments to their winners. Do I get interest on the balance? Very disappointed in this casino as it was my favorite.

Unfortunately, a lot of casinos have limits on withdrawal amounts. That's why it is important to review the terms and conditions before you play. Please let us know when you receive payment.

**right591** · 19 June 2013, 9:16 am

I absolutely agree with you -- And here is what their Terms and Conditions say:

"Withdrawals under $2,000 will be paid out in lumpsum. Any amount beyond $2,000 will be paid out in maximum increments of $2,000 based on agreed upon terms between player and casino. Note that any remaining unpaid balances may still be requested for reversal."

Doesn't say maximum "per week" and I've not been consulted on these "agreed upon terms between player and casino."

There is no weekly limit mentioned. I'm fine with a $2000 limit per day. But they've broken two more of their own terms by (a) arbitrarily mandating a weekly maximum and (b) there was no discussion between the casino and player to come to mutually agreed upon terms.

So even when you review the terms and conditions carefully; what is one to do when the casino doesn't play by their own rules?

**Anthony** · 19 June 2013, 9:29 am

They have been very responsive here, I asked them to give you a time table for the next payment.

**right591** · 19 June 2013, 9:46 am

Anthony - I appreciate your efforts on my behalf. They've not given me a time table; and the only information I received was the email I posted in its entirety in an earlier post on this forum. I'm not asking for special treatment; I'm asking for them to follow their published terms and conditions. If they aren't going to pay in a timely fashion (which as of now they are days over the 72 hour mark); they owe me a phone call; an explanation; some form of communication. If they talked to me and said, "hey, for such-and-such reason, can we pay out on xyz schedule..." I would be reasonable. But ignoring me, giving me the runaround, and their lack of follow-through/follow-up gives them no leeway in my book. Pay out 2K per day until the winnings are exhausted. That's in line with their terms; and that's my expectation.

**PlayHunter** · 19 June 2013, 10:31 am

Right591, what you have said in your last post is really what we all players want. But unfortunately when something goes wrong, not even the best bookmakers are not that careful with their punters. On the other hand, if you have read my previous post you must have observed that this particular Atlantis Gold Casino is not too familiar with their payout procedure. - I have asked their support, accounting team and Cristine Reyes here: nobody knows nothing since they do not respond my simple question ! - Guess if they could only cash in, and never have to worry about pay outs, they would be happy.

PS: I have read their Terms & Conditions too - and nowhere saw the 72 hours limit for a payout, where have you seen it, and for what method ?

Also, who can say that they do not limit their withdrawal installments at $2000 per month ? They do not say for what time frame this limit apply!

**right591** · 19 June 2013, 11:10 am

The 72 hours is on the Authorization Form; not the website. The Authorization Form is signed by me, and therefore a contract. Since Atlantis sent me the form; their agreement with the form's terms is implicit and doesn't require their signature. They signed it by virtue of authoring it.

Second, by writing "agreed upon terms between player and casino" they gave me the right to have a say in my payout schedule. Even the act of not asking me if I agree (regardless of my answer) is a breach.

I now have two contract breaches and cause to sue for damages; as I suffer a true and monetary loss. I learned a few things in law school; not many; but a few -- and as each day passes with inaction; and withdrawals withheld without interest, my loss becomes greater. I can have one of my paralegals file a complaint. But nobody wins when it comes to that....

Every deposit I've made to Atlantis can now be challenged because we have a breach of contract -- a failure of Atlantis to act in good faith releases me from my financial obligations retroactively; and allows my banks to demand restitution (via all my deposits). Visa will force compliance or refuse to process deposits. That would be an unpleasant and unfortunate outcome that I'm trying to avoid. I then add punitive damages because they are intentionally failing to respond to me which is causing me distress; negligence; technically speaking -- even fraud...and I can go on and on ad infinitem.

If I add the other people who haven't been paid; I make it a class action. I'm confident Atlantis will act swiftly to pay what is owed.

**universal4** · 19 June 2013, 11:30 am

Depending on what country you reside in, filing a suit is sually not the way to get paid.

Filing a lawsuit against an online casino in another country is not as easy or will have the results you think it will.

Also, you state that Visa will demand the money back etc, and although this may be true, you could also jeopardize your visa account since they can claim you broke THEIR terms of service by using your credit card in an online casino.

Sadly this is reality.

Rick
Universal4

**PlayHunter** · 19 June 2013, 11:32 am

Then, that max $2000 withdrawal limit should apply for a max 72 hour limit period! This should also include week-ends if they did not said "business hours".

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