Atlantis Gold Casino Terrible customer support, money stolen from my credit card

UNRESOLVED
jollypirate United States
posted on December 5, 2014.

I've never seen anything like it. I have been with them awhile, i don't know what happened. I assume they're going out of business. They had CC issues (it happens), but it took the money, multiple times, I proved it with my bank statement. And they just won't answer me. It's not that they deny me, they just literally ignore me when I email the appropriate parties as they say. In chat they say we can't help, but account scan, our sincere apologies. This has happened now 6 times. Each time a promise it will be handled, never ANY contact from anyone but the base customer care. It's so disturbing. This poor customer service woman just talks in circles. I have contacted generic help 10 times and it's ALWAYS the same person, no access to anyone else, just emails and never a response, even with ironclad evidence. I don't even care about the money, it's not a big amount, I'm just so offended no human works there who can fix it!

posted on December 5, 2014.

Hi JollyPirate, I have forwarded this to the relevant department for further investigation and they will directly get in touch with you through email.

Thank you for your understanding.

AskGamblers
posted on December 9, 2014.

Any news?

jollypirate United States
posted on December 10, 2014.

I have not heard from them no. Except to call me and email me promotional offers. I also received a generic email apologizing for their processor errors the night in question that was sent to all their clients. They are all form letters, nothing specific to my case, no response to the statements I sent and was asked to send. Still only one person I can reach and she just talks and circles, has no power, and says she'll "elevate it" again over and over again. Absolutely shameful. I was a VIP customer with them.

Again, no response, not one, and the cards were robbed weeks ago. I have no idea how to reach anyone but the generic live chat aid, who is the same person who answers the phone, but uses different names (I understand why, but it's a bit insulting, though she did admit it).

It NEVER used to be like this with them. I had this happen a couple times over the years with the processors. It was annoying, but they eventually resolved it. Also worth noting one card I used with them was a victim of identity theft. I cannot say it was their fault, nor told the bank thus, but that is who the bank wanted to blame but I didn't agree to move forward. Something is up- there's no reason not to make a simple response explaining the delay, etc.

Thanks