Atlantis Gold Casino did NOT pay me

RESOLVED
posted on May 21, 2014.

Short story: Deposited at AGC using a small deposit bonus, won $3500.00 and cleared the bonus on 4/21/2014, was told to "forfeit" my deposit bonus in order to be paid (which I did) and it would be paid in one $2000.00 increment, then the following week the remaining $1500 pending my paperwork being completely filled out. Paperwork done on 4/21/2014 (same day) requesting funds by wire transfer. Its 5/21/2014 and I have yet yo see a penny. Here is the statement:

5/6/2014 7:24 PM 348661 Withdrawal Payment by Payment Card [Fee: $9.00] Pending ($1,508.50)
5/6/2014 7:24 PM 348660 Withdrawal Payment by Payment Card [Fee: $9.00] Processed ($2,000.00)
4/30/2014 3:31 PM 5673114 Bonus Free Game Bonus won on 4/30/2014 3:31:44 PM Lost $0.32
4/21/2014 3:15 AM 344971 Withdrawal Payment by wire transfer [Fee: $25.00] Reversed ($3,508.50)
4/21/2014 1:48 AM 5647429 Bonus Purchase Bonus claimed 4/21/2014 1:48:17 AM Forfeit $20.00
4/21/2014 1:47 AM 3523054 Deposit Credit card payment (16765529) Completed $20.00

posted on May 23, 2014.

As per Accounts Team, Payment was processed on Thursday and email correspondence was sent LTK1221208174619X Thursday, May 22, 2014 11:07 PM with billing descriptor.

posted on May 27, 2014.

5/27/14, still haven't received a penny....here is our last communication:Dear Thomas,

We have generated a support ticket to help us track your inquiry. Your ticket code is LTK1221208174619X. Please use this code in any further communication.

Good day! Our provider did confirm that withdrawal request was processed and it will reflect as "BPTSA" on your statement.  Please note that descriptor is for your reference only (do not inform your bank about this).  Rest assured that payment will be received accordingly.

Should you require further assistance or information, please reply to this message.

 

Sincerely,

Amanda Anderson

Accounts Analyst

posted on May 27, 2014.

that was from 5/22/14...

posted on May 28, 2014.

Will coordinate with our Accounts Team and keep you posted within 24 - 48 hrs.

posted on May 29, 2014.

As per our Accounts Team, Our processor did confirm that payment was processed.
Rest assured that payment will be received accordingly.

posted on May 29, 2014.

Still no payment.....And If my withdrawal was INDEED processed, then why is my secondary withdrawal still in "pending" status? You communication stated additional wuthdrawals over $2000.00 will be processed every week.....As you can see, my initial withdrawal was apprived and placed in "processed status over two weeks ago.....please explain, thank you.

AskGamblers
posted on June 2, 2014.

Dear @tom.strachan.56,
Any news? Did you got your funds?

posted on June 2, 2014.

Nope! Nothing at all....Any expert advice? Any suggestions regarding legal recourse? Are you aware of my options to pursue? ANY advise would be much appreciated! Also awaiting AGC's response.......

posted on June 4, 2014.

Below Correspondence found from Accounts Team

LTK1221208174619X Tuesday, June 3, 2014 11:05 PM
 
From: Amanda Anderson
To: [email protected]
Subject: RE: Withdrawal Request (LTK1221208174619X)
Reference number: LTK1221208174619X Please use this ticket number in any correspondence with us.
Subject: Withdrawal Request

Dear Thomas,

Cashout payments were processed in batches and others have confirmed that they have received the payment thru their cards.
I am requesting additional information from our processor.
I will advise you the soonest.
Apologies for the inconvenience.

Sincerely,
Amanda Anderson
Accounts Analyst

posted on June 4, 2014.

Thank you for another meaningless update..... However, why didnt you inquire where my specific withdrawal was with the processor while you had the chance and were receiving that information??Seems to me that would have eliminated another request rather than create another very convenient way to stall another week or two! Dont worry, Ill be looking forward to when you speak to your imaginary processor to forward me more B.S. as to where my payment is...

posted on June 6, 2014.

Rest assured that we are in constant follow up with our processor as your payment was deemed completed on our end.

posted on June 6, 2014.

The first payment went through in the amount of $1990.00 thus am. Thank you it only took 6 weeks. Do you feel this is acceptable? ..Now, im waiting for the 2ND portiin in the amount of $1508.....Why is it still in "pending" status? Should I assume it will take this long for the remainder? Please give me your time frame for processing this asap. Expect this thread to stay open until for all to see until im paid in full, thank you.

posted on June 9, 2014.

Great to hear that your 1st payment was received. Will get the timeline from our Accounts Team.

posted on June 11, 2014.

Still hasnt gone to "processed"....Still haven't received a "time line"......Slowest casino EVER...

posted on June 11, 2014.

Upon checking with Accounts Team, Beverly Collins have sent you an email update regarding your cashout request.

posted on June 12, 2014.

No where in the email did they address any of my concerns. No time exact time frame etc... See for yourself:
Dear Thomas,

We have generated a support ticket to help us track your inquiry. Your ticket code is LTK1221208367999X. Please use this code in any further communication.

Good day!  I'm Beverly and I'm the Accounts Manager of Atlantis Gold, Treasure Island and Mermaids Palace Casino.  Your concern was forwarded to me by our customer service team. Please be informed that all cashout requests are processed through a computerized system that strictly regulates our monthly cash disbursements. Due to some velocity limitations, our payment provider will be able to process your remaining cashout request on next payment batch.  I hope this clarifies.  Let me know if I could be of further assistance to you.  

 

Sincerely,

Beverly Collins

Accounts Manager

AskGamblers
posted on June 16, 2014.

Any update about this complaint?

posted on June 16, 2014.

Good day! We're assuring you that payment will be received.
Since we use third party processors, thus the reason that we're unable to provide exact date and time.
I hope this clarifies.

posted on June 18, 2014.

Still no payment....

posted on June 19, 2014.

We'll coordinate with our Accounts Team and keep you posted

posted on June 20, 2014.

Still nothing...nor have I been "KEPT POSTED"......

posted on June 23, 2014.

Apologies for any delay. Rest assured that we are in constant follow up with our processor and our Accounts team will contact you directly for updates.

posted on June 23, 2014.

Srill nothing......, payout still in "pending"...worst experience ever....

AskGamblers
posted on June 26, 2014.

Dear @tom.strachan.56,
Any news? Did you got your funds?

posted on June 26, 2014.

Still haven't received 2nd payment however I received an email yesterday stating it has been switched from "pending" to "approved". So now I guess I wait some more.....

posted on June 27, 2014.

Hi Thomas,

As per Accounts Team they sent you an email update regarding your withdrawal and email was sent as of 6/25/2014 that your withdrawalwas processed and billing descriptor will be sent to you ASAP.

256633 [email protected] RE : Withdrawal Request 25/06/2014 08:31

posted on June 30, 2014.

Hi Thomas,

We have coordinated with our Accounts Team and your cashout has been approved and forwarded to our 3rd party provider for processing. As soon as we received the billing descriptor and payment scheduled you will received a direct email from Accounts Team.

posted on June 30, 2014.

Yup, still no payment.

posted on July 1, 2014.

HI Thomas,

Will coordinate with Accounts team regarding your billing descriptor.

posted on July 3, 2014.

Will coordinate with our Accounts team. Apologies for the delay.

posted on July 4, 2014.

No payment, no other contact.

posted on July 7, 2014.

We'll coordinate with our Finance Team regarding your cashout update. Thank you for your patience.

posted on July 8, 2014.

No payment, no update.

posted on July 11, 2014.

Rest assured that all approved cashouts are honoured at our casinos.
Feedback will be coursed through by our accounts team to the email address you've stated in your casino account.
We thank you for your patronage.

posted on July 11, 2014.

I dont understand the above respose as it didnt address the requested update as you were to speak with your finance department as qouted by you above. Please respond with my cashout request inquiry only and escuse any other gibberish please and thank you. Its been near 4 months to receive two payouts so sorry if im not in the mood for any bulls***.

posted on July 11, 2014.

Apologies for any delay, will coordinate this with our Accounts Team.

posted on July 11, 2014.

Ok, how qbout you actually do some coordination this time, yes? You respond with that then apologize for the delay. Everyone tgat reads this can clearly see that.....

posted on July 14, 2014.

We do not have any update at this time, rest assured that as soon as we received an update from Accounts Team will post a reply here.

posted on July 15, 2014.

Well, sounds like your right on top of it......

AskGamblers
posted on May 29, 2015.

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.

We have been informed by the casino management that your payment was successfully processed. Please confirm.

AskGamblers
posted on June 1, 2015.

@tom.strachan.56,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

AskGamblers
posted on June 4, 2015.

Based on evidence that we received from casino management, we can confirm that player was fully paid. We consider this complaint resolved and officially closed.