Las Atlantis Casino - プレイヤーの賞金は没収されました。

I played Las Atlantis last month. After sign up I claimed 50$ no deposit bonus. Code: 50ATLANTIS. After I completed 2500$ wagering then my account balance was 150$ withdraw able fund. As per their terms to withdraw my winnings I need to send documents and need a deposit. My problem is I'm trying to reach the website from last couple of days for deposit fund but I can't access. Yesterday I connected with their live chat, and they treat me very unprofessionally. I asked them about my problem, they said me Bangladesh is restricted from the beginning of their business. I can't claim my winnings. My account has been blocked. But when I played I have checked their terms, Bangladesh wasn't in their restriction list. If Bangladesh was restricted from beginning how come I created an account with them? I can see they are very good reputed casino as per casinoguru ratings, How they simply lying with customer and closing account. Is it just an excuse for not to pay the winnings or what?

Dear rubleahmed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://lasatlantis.com/terms/:

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

Since there is no longer a possibility to register an account from a restricted country (see the screenshot below), I would like you to advise how long ago you have registered your account? Is there a registration email that you could forward to petronela.k@casino.guru?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, rubleahmed, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello rubleahmed!

From now on, I will take care of your complaint. I would like to invite representatives of Las Atlantis Casino into this complaint in order to help us resolve the issue.

Thanks CasinoGuru for assisting me to solve my case. I have received my fund. Thanks Mr. Martin.

Hello,

Thank you for your feedback. Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. However, as the best customer experience is the aim of ours we made an exception here and we are glad to hear that you have already received your funds.

Regards,

Las Atlantis Casino Team

Hello rubleahmed!

I am glad to see that your issue was resolved. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.