Complaint #6 Atlantic Casino

Refusing to close my account

By domo81

10 years ago

Message on forum

I have sent several emails to support@atlanticcasinoclub.com and finance@atlanticcasinoclub.com to close my account. Ticket [#ALT-875-62954] My last emails were sent 31.03.2016 and 13.04.2016.

There is no response from the casino. Poor support

@Atlantic Casino: Close My Account!!!

username: domo81xx

Disputed Casino Atlantic Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

10 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

domo81

• 2 reviews

10 years ago

finally the account is closed!

Atlantic Casino

• Representative

10 years ago

Dear domo81xx,

We are sorry to hear that you wish to close your account. It has now been closed. Can you please confirm that you don't have access to your account anymore?

Kind Regards,

Atlantic Casino Support

Atlantic Casino Complaint Stats

Resolved 4 / 8

Avg. Amount $1,594

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Atlantic Casino Complaints

See all complaints for this casino

Refusing payout, unfairly accusing me of breaching a term

i deposit 100 euros on atlanticcasinoclub.com, used my welcome bonus (250%), so i had 350 euros to play with. i started winning right away and was never even close to the bonusmoney. the maximum bet that they allow is 30% of your deposit amount, so since i deposit 100 euros, i could bet 30 euros on max bet. the highest bet that i made was 10 euros. i have proof of that in my history on atlanticcasinoclub.com. the withdraw that was denied was 4900 euros. i was on live chat with operators ceveral times during the play to check my wager. when the wager terms had been met, i started the chat and talked to a man named steven. i asked him for help with my withdrawal, and he assured me that everything was in order. when i received email from them, two days after my withdrawal, they wrote me that the withdraw had been denied. the only reason they used in the email was that the terms and contitions havent been met. i started the live chat to find out why. the woman i chatted with (named anne), told me my withdrawal had been denied because my bet was more than 30% of my deposit amount, even though my playhistoric shows 10 euros at the highest bet. i have been taken pictures of the live chat, regarding wager, terms and contitions, and i asked also if there were any other restrictions regarding my account and bonus money ( witch there were not, according to the operators). still waiting for final aswer from atlanticcasino. username at the casino is "kimcharlie"

Resolved

€1,300

My balance has vanished

I won some money and made a 300 euro withdrawal on September 9th 2015. While it was 'pending manual' I made a further deposit on the 11th for 1000 euros. I was lucky enough to gamble this balance up to 4900 euros. There were no bonuses involved and I was careful not to exceed any of their max bet rules. I could not withdraw the 4900 until the 300 withdraw was cleared first. But nothing was ever paid to me. I supplied all id and was frequently told the person I need to speak to isn't there or send an email and we will reply (no replies ever). I must have chased them up 50 times but they never responded, I never got past the first person in the chat support either. Now, when I log in my balance is zero and the pending withdrawal has vanished. What word best describes what has happened to my money?

Resolved

Ripped of by false software, want refund for all deposits

i just found out via askgamblers that atlantic casino and its sister sites euromoon and parklane are using fake software on their netent games as these were the only games i played on thier sites i should be payed back all my deposits into all their sites. when i found out what they were at i went to thier live chat to confront them that they were ripping people of with thier false software a chat person called adam answered the chat to say how may i help you once i ask the question about the false software he dissapeared just like my deposits did. i complaint to this casino a few times about the payouts on the netent game gonzo as this is were i lost most of my money and was told that they checked and there was no problem with the game as they had ask the provider but that was a lie as i no now that they should not have been using that software so i want my money back i have all the deposits and dates as they were done threw neteller

Unresolved

Want a refund of all deposits since they use fake games

I am raising a complaint and dispute withAtlantic club casino. I believe I have fell victim to their of their illegal software and there manipulations. The short story and (I have evidence of all the situations that have occurred). During a netent game of Jack Hammer 3rd of April I was winning after free spin game 3000 plus The game did not finish and was on 177 more spins after 15 min of this special free spin game potentially of average 10k more. It was cut off Mysteriously and I was also logged off it looks like they did this. . Weeks went by I was told they were investigating it along with Netent support. They could not give me any information apart from it being a bug. During these weeks they gave free bets as I was a valued customer . However the play through rules were pretty extreme. After pressuring them about the situation they said they would offer me a good will package. Since I was in the region of 3000 euros loss with the previous game they offer me 300 euros for 10 weeks equalling 3000 euros I have lost. The only issue I had to play through 360000 what is left and the original 300 euros would be deducted the rest would be mine. After the 5th week I actually won and beat the extremely difficult task play through of 110000 euros. I have a receipt\invoice of this and also screenshots. They told me on Sunday that I was entitled to only 100 euros and that since I was a vip they would give me 500 euros. Which I disagreed with and dispute as it was against the arrangement agreed. I have screenshots of the winnings receipt also my 2 of my big wins are even displayed on their front webpage. < External links removed> I did the check to test this and it was using the illegal server I also read that you are aware of this and also netent are now aware of this. When I challenged Atlantic they said and I quote. Keith, Everything you've been reading is bull. There are people out there trying to ruin our reputation. We have a contract with an official company that distribute Netent Games, so our games are real. So, don't worry, don't be afraid, everything is above board. Warm regards, Account manager Sandy Since then they have taken the Netent games down. This to me is indisputable and also they lied because netent confirmed they don’t supply a service to Atlantic casino. I want a full refund of all deposits made to this company

Unresolved

Refusing payment of legitimate 10,000 win!

The 04/14 day I loaded 20 Euros by debit card on the atlantic casino site and fortune has honored me with a scratch card from 10 thousand euro. Under the ticket references 30f86a5e-9c44-4b91-8057-ba829867c02e Soccer Match In our terms and conditions I had read that they would not pay more than 5000 euro every 30 days; so I made a withdrawal request of only 5000, sending supplied the required documentation. Because I had doubts about the payments, 5000 I was on the account I played them and won other about 2700 euro. After two days I come mails in which he tells me that the levy could not get in because the payouts were derived from play is incorrect and just to round off I find even the bill of 5700 cleared the game, or rather with the original 20 I was, as always the result of the game is not regular. As reported happened a few days ago and on the home page of the site still appears in my nick (the same that I use here) with payouts made. In short, not only they do not have paid anything to me but also reset the winnings.

Unresolved

€10,000

Been deliberately misled by the support, bonus not honored as advertised

Rubish Casino, advertise misleading sign up bonus, they won't honor it. I even asked the support desk before registering to make sure, he told me to sign up without code and he will credit the bonus. After registering he tells me I am not eligible. What a waste of time. I want to clarify that the bonus was not through askgamblers, i just wanted to let people know about this casino's bad practices.

Please wait for a site operator to respond...

Operator Leo has joined the chat.

Leo

Hello :)

Visitor

hi Leo

Leo

How can I help you ?

Visitor

i want to register to join atlantic casino

Leo

this is great :)

Visitor

i have a promotion code and im not sure how to sign up correct with it

20CASH is the code

when i put it in the box it says code is for another promotion?

"This code matches another offer"

Leo

just use this code in registration window :)

then make your account without it

Visitor

Leo

if this code is valid for you , i will add you your bonus

if not , i will give you another offer :)

Visitor

thankyou leo

i am completing registration now

Leo

ok :)

Visitor

ok all done

username is phamsterz

Leo

one moment , i will check

this code is not valid for you

Me:why?

Leo

I can offer 250% on your 1st deposit

me: oh come on

Leo

if you want to get free bonus , your account must be created from the bonus link

Anthony Pham

i sign up with the site fromt that promotion

http://www.promo-at.com/templates/splash/?aff=5674&lang=en&AFFid=5674&VIP_LEVEL=3&utm_source=a_4575b_2223c_&utm_medium=LandingPage&utm_campaign=20free_250per-5674

look

that is the page

even i told you the code is 20CASH

Leo

yes , i checked already , I can offer deposit bonus only

250%

me:

ok please tell me why i can not claim the 20 cash

Leo

if you want to get free bonus , your account must be created from the bonus link

me:

my god

i did create it

from the link

thats why i ask you specifically

if you had told me before. i would not spend the time to sit here and confirm with you first

Leo

Tony , I checked your account , and you are not valid to get this bonus code

I can not check this link

I can check your account

Me:

well this is very upsetting. i even told you, there was an issue when entering the code

you even instructed me to leave it out

its not like i made this up and cheat you. i ask you very clearly at the start

Leo

sure , i told you to make an account without code , I can check it anyway

And I did it

you are not valid to get it

< name removed >

well i left the code out, obviously it not gonna show up, thats what i was worried about

this is a very unpleasant experience

Leo i'm going to copy this chat and post this on Askgamblers site. its wrong to mislead customers.

Resolved

$20

Declined my payment 150 Euro by false accusation!

Dear Askgamblers, I have reviewed that you helped so many players to receive their legal payments and that's why I am submitting this complaint! Last week I had created a account with Atlantic Casino Club and receive some free spins as no deposit bonus. After played those free spins I had made around 33.50 as bonus which I had to wager is 45X. I played first Dead Or Alive slot 36 cent bet where suddenly I got 5 scatter and jumped my balances around 950 Euro. Then I played several sots to wager the bonus where my maximum bets were no more than 2.50 Euro which is clearly less than 10% of my bonuses 33.50 apx. I continued playing until finish my wagering requirements then I finished my 45X wagering requirements and my balance was around 560 Euro. The maximum winning I could claim 250 Euro said another forum but support advised me I could withdraw maximum 100 Euro and I have to deposit 50 Euro where minimum deposit is 20 Euro! So, I had deposited 50 Euro and made withdraw request 150 Euro from my 600 Euro balance. I have attached all evidences from the beginning I had recorded. Yesterday, I have received an email that my withdraw request of 150 Euro had been denied for placing single bet 30% or more than my bonus 33.50. But my maximum single bet was 2.50. So, I do not understand how come they said I had placed single bets equal to 30% or more of my bonus money 33.50! Could you help me to get my legal winning please where I am verified player of them and depositor. Thank you.

Unresolved

€150