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Ag Awards

Atlantis Gold Casino - Declined payout twice

Complaint Info
Disputed casino Atlantis Gold Casino
Reason Declined payment
Amount $ 150
Posted on August 28, 2015

I have deposited with Atlantis Gold for months. I finally won and was sent an email stating the deposit code I used was non redeemable. I used a code they provided! I deposited twice in less than a day. I won with the first deposit(code from their site) and was denied stating the code was non redeemable and they put the money back in my account. I had already made a second deposit with a code that was sent to me in my email (coupon only redeemable for $150.00). I won on that deposit and was told I could only withdraw $150.00. I have a requested my withdrawl again. I call and no answer. I talk to chat and am told to send an email. I have emailed an no response. Can someone help me? I just want to withdraw my winnings and Never play there again. Its a shame this happened because I really enjoyed the games and tournaments they offer. This is my ticket number ; LTK12138035718253X.

Posted on September 13, 2013

I cannot believe this.. I won and now they do not want to pay me at all!!! Atlantis Gold says I won on a .06 cent bonus!!! How is that possible!!! I deposited my money. I used their coupon I won now they will not pay me... this is the email i recevied:Your winnings came from bonus money won on free games which should be wagered minimum of 45x before being allowed to be withdrawn. Please see details below :

Type State Value Applied Date Activated Date Deactivated Date Playthrough Required Playthrough Value

Free Game Forfeit 0.06 10/9/2013 13:51 11/9/2013 12:27 11/9/2013 12:28 3.6 3.6

As stated in Section 10 of our casino terms and conditions, if you've won using monies won from tournament (and all others that are considered non-deposit bonus), you are allowed a maximum withdrawal amount of $150.

Also, your current withdrawal request for $57.00 has been denied and returned back to your casino account as it is below the minimum amount for withdrawal.

Posted on September 16, 2013

We've been advised by our accounts that they are already in close communication with the player. As such, we consider this case as solve

Posted on September 16, 2013

Thank you for the swift response. I love this site!! Atlantis Gold says , they are in close contact with me and that is far from true. I have called and cannot get in touch with any one when i send an email they send me the same can ham responses. It has been resolved because I have closed my account with them and will never use that aweful site again. I have also warned other players about them.

Posted on September 20, 2013


Please find below the different discussions we collected from our customer service:. As per the latest email, we're simply waiting for some verification documents. Please see below for your reference:

1) LTK12138035718253X

Thursday, September 12, 2013 11:40 PM ; email from Beverly Collins under AGC


2) LTK12138035981794X

Friday, September 13, 2013 1:55 AM ; email from Amanda Anderson under TIJ


3) LTK12138036047307X

Sunday, September 15, 2013 6:08 AM ; email from Alexandra Mcmahon under TIJ

Posted on August 19, 2015

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

Posted on August 20, 2015

Dear angela28301,

The source of your winning was bonus only, therefore maximum cashout is 150$

Posted on August 25, 2015

Dear @angela28301,

Can we close this complaint as resolved? Thank you.

Posted on August 28, 2015

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

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