Atlantic Spins Casino - プレイヤーの引き出しが遅れました。

The casino does not pay my winnings (€ 300). There is no reason for this - no bonuses, documents submitted on time and properly. In the customer chat, you are fed up with the statement that you should come back tomorrow and ask whether the documents have now been verified - as if it were my responsibility that the casino employees do their job. This is just a hold-up tactic to defraud my winnings. Perhaps you can publish it so that no more customers are cheated ...

Thanks and Regards
Felix

Das Casino zahlt meinen Gewinn nicht aus (300 €). Es gibt dafür keinerlei Grund - keine Boni, Unterlagen fristgerecht und ordnungsgemäss eingereicht. Im Kundenchat wird man abgespeist mit der Aussage, man solle morgen wiederkommen und fragen, ob die Dokumente nun verifiziert seien - als ob das meine Verantwortung wäre, dass die Casinomitarbeiter ihren Job erledigen. Das ist lediglich Hinhaltetaktik, um mich um meinen Gewinn zu betrügen. Vielleicht können Sie das veröffentlichen, damit keine weiteren Kunden betrogen werden...

Vielen Dank und Grüße
Felix 

Dear Felix,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your delayed withdrawal. Do I understand it correctly that you have requested your withdrawal on 15th of April? 

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 or you’re withdrawing a bigger amount of money. 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 by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Dear Felix,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.