Complaint #14 Atlantic Casino

My balance has vanished

By punk

10 years ago

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?

Disputed Casino Atlantic Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Atlantic Casino where it is clearly displayed that player had committed collusion with another player. Player by these actions violated general terms: #6.5, 29.4, 32.3

6.5. If, in our sole determination, we find that you have cheated or attempted to defraud us or any other Client of any of the Games in any way including, but not limited to, game manipulation or payment fraud… we reserves the right to suspend and/or close the Account.

29.4 …Where we have terminated an Account as a result of a failed security review, any remaining balances in the Account are non-refundable and deemed to have been forfeited.

32.3. If you fail to adhere to any of the conditions of this Agreement or if we reasonably suspect that you are failing to comply with any of the conditions of this Agreement, we reserve the right, and all remedies at its disposition, and at its sole discretion, to i) block all your Accounts and will have the right of bring a suit against you and at its sole discretion; ii) withhold any deposits made by you and/or any winnings due to you by us;

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Atlantic Casino.

AskGamblers

• Support Team

10 years ago

The complaint has been reopened as per Atlantic Casino request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

punk

• 1 reviews

10 years ago

You are actually making all of this up as you go along. For 1 year there was no mention of any kind issues with my play and only now when you are pushed to reply publicly do you start to come out with this stuff. How can one player make a deposit, receive no bonuses and simply play only roulette possibly be correlated to anyone, be irregular or play illegitimately or not forthrightly whatever that even means. I would ask that you provide evidence to Askgamblers and also show them my gameplay so they can judge on this matter.

Atlantic Casino

• Representative

10 years ago

Ms. Hunt

You were flagged for fraud by the financial department when certain suspicious interpersonal connections surfaced. They reviewed your monetary transactions and those of other correlated individuals and found them to be irregular. Your actions and game play both on this account and on other related accounts indicates that you were not playing legitimately and forthrightly.

Atlantic Casino Complaint Stats

Resolved 4 / 8

Avg. Amount $1,594

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Atlantic Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 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

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