Atlantis Gold | Treasure Island Jackpots | Mermaids Palace | Monarchs Casino

I see what you mean.  This is very strange.  Try withdrawing it again and see what happens.  That's the best I can suggest at the moment (without the help of the rep).

blue

I hope someone can help. 

I have made one withdrawal in the past from Treasure Island.  I did deposit after the last withdrawal.  I bought into a tournament and won some money.  I made the ungodly playthrough (shocking) and requested a withdrawal of $100.  TI waited the 48 hours of pending time to 'reverse' the withdrawal. 

I spoke with Alicia on live chat and got a runaround answer. 

Help.... please. 

account name:  [email protected]

Hello,

we believe the issue has been settled with the player.

Thanks,

Cristine

i dont know if  this is where i post but everytime i try to claim freespins it says error - ive tried to uninstall and reinstall a million times no help.

Hi Gabby,

Someone from Accounts Team will get back to you in 24 hours.

Thanks,

Cristine

i pmd you the details and nothing still the same problem :'(

hI THERE iVE HAD MULTIBLE STROKES SO THIS HAS BEEN VERY HARD FOR ME AND NEED HELP TRYING TO RESOLVE MY ISSUE. i WON $597 AND THEY PUT THE WINNINGS BACK ON MY VISA DEBIT CARD. I THAN FIND OUT THAT MY ACCOUNT WAS LOCKED THE ONLY WAY TO OPEN IT AGAIN WAS TO SHOW A RECIEPT FOR WHY THE MONEY WAS CREDITED OR HAVE THEM BACK THE MONEY OUT. I HAD THEM BACK THE MONEY OUT AND THEY SENT ME A DRAFT I TIED TO CASH IT AND WAS TOLD IT WAS FRAUDULANT AND KEPT IT I DID MANADGE TO GET A COPY OF IT. SUPPORT THEN TOLD ME TO SEND A SCANNED COPY OF THE DRAFT SO THEY COULD GIVE IT TO THE PROSSESERS. WELL NOT SURE WHAT PART OF THEY KEPT THE DRAFT WAS NOT UNDERSTOOD I HAVE DONE EVERYTHING AND JUST DONT KNOW WHAT TO DO BEING AS ILL AS I AM. IF ONE OF YOU COULD PLEASE HELP ME I WOULD BE FOREVER GRATEFULL TO YOU. THANKS FOR LISTENING

Hi,

I endorsed your concern to our accounts team. They will be in touch with you within the next 24-48 hrs. Should you not hear from them, please let me know and I'll follow them up for you.

Thanks,

Cristine

Hello.  I am experiencing zero progress in communicating directly with your support staff for mermaids palace.  I have tried email, chat and, the phone number which appears to no longer work. 

I won a few hundred after depositing via credit card with no bonus attached.  I decided to test the withdrawal system to make sure I wanted to continue playing at your casino.  I went through the proper steps and requested a withdrawal and then submitted my verification documents via email to accounts @mermaidspalace.com

By the way, none of the withdrawal methods that you advertise on your landing page and all over these forums, is available.  The only option given was bank check.  And your staff have no idea what the name of your bank is.

Anyway, I received zero follow up after submitting my documents.  I called multiple times when the phone number worked and, each and every time the first response I got was that they did not have my email.  After pushing a bit, I was able to get an admission that you do in fact have all of my emails.  The most recent time I was able to speak to someone on the phone, the excuse was that they could not open the attachments.  Incredible.

I re sent the email with all attachments as .pdf, as requested.  I was promised an immediate phone call confirming they were received and opened.  I never received a call.  I can no longer get through via phone.  Every time I try live chat, I am assured the accounts team will resolve my concern right away.  None of my emails has been responded to.

All of this is completely unacceptable and my confidence in your casino has been somewhat diminished, as you might expect.

my casino id is ilovesuzzers

Hi ilovesuzzers,

I have emailed the rep to check this thread asap. Hopefully he will respond soon and together we can sort out your cashout for you quickly.

Hi,
Check has not been sent  nor the withdrawal request has been approved yet.

As per what our account team mentioned, documents have been received yesterday 07/01/2014 09:04:30. We'll be checking the validity of his documents and reply back.

I'll follow up with our team to make sure everything is done properly.
Have a great day

>  now everything is making sense. Didn't know they were connected to
Atlantis Gold  I used to be a depositor at Atlantis Gold, albeit not big deposits but more than a few deposits.I cant help it that I actually won some money and not any big amounts but i legitimately won this money let alone the fact that I was a depositor  i got very lucky in a few free rolls, and actually a few of them were paid tournaments but shortly after my last payout, they blocked me from all 3 casinos. They must have forgotten to block me from this one. .  All it made me do was find other casinos to deposit at.  So all of a sudden along comes Monarch's casino, where they gave me a no deposit balance,as a new player and yet again playing dueces wild poker i got very lucky and won 2700 after play through was met.  The max withdrawl is $150.00 so I try to withdraw and as soon as I hit the next button, the program closes.  I have talked to several people through live chat to no avail and no real answers.  I've emailed screen shots of how the program just closes, long story short, getting no where!  I am not usually one of those people who complains all the time, but really, how far are they going to carry on with this activity and get away with it.  I feel I am being treated very badly as I am an honest person!  Btw I have copies of all the conversations had with live chat.  It literally reminds me of a who's n 1st skit...

Hello

I have been a member at all three of your casinos - I play in the daily freerolls and have deposited (the last time was in December and that time was to be able to join in on the Christmas tournament which then was cancelled) - anyways since my last deposit I have not claimed any free spins or bonuses - to my surprise I could not participate in any tournaments even if they were for non-depositors - that upset me but was just glad to participate in the daily freerolls - then last week, for no reason my login information for Treasure Island Jackpot was "invalid" - I went to Atlantis Gold and Mermaid Palace and logged in with no problem.  So I contacted support who told me it was a technical problem and that they would get back to me by email (I am still waiting).  So I decide to send an email to Treasure Island and tell them my problem and explain that I still have access to Atlantis Gold and Mermaid but cannot understand why I cant login to Treasure Island.  The next day I cannot get into ANY of my accounts so I contact live support again and again got the same response -but if I deposited then I would get free spins etc - how is this possible to have technical difficulties but if I spend more money then everything is hunky dory!!  I still have not heard anything even when I told them I had won in the blackjack tournament what happens to that no response - its sad that you cannot even get an answer out of these casinos - any help that you can give will be appreciated -

I have sent an email to the rep just incase they have not seen your posts.

STILL GETTING NOWHERE ....DOES ANYONE ACTUALLY READ THESE COMLAINTS????

They are aware of it - hopefully they will come back to you soon RoseAnn.

thanks, at least i know someone is listening.  they actually fixed that problem but they have me in pending since feb 1.....

Also, I would like an explanation as to why I have been banned from Atlantis Gold/Treasure Iland and Mermaiids Palalce?

received this at 9:43 am today...
Dear Roseann,

Congratulations! Your withdrawal request has been approved.
It will be submitted for payment in 3 to 5 business days. 　
For more information on our promotions, please visit this link : <link removed - promotions page of site)

Best regards,
Finance Team

I have problem with Monarch casino online. I am sending documents from 29. January and still aren't ok and waiting last reply from them for a week now. I've send them authorization agreement, scan Visa card, scan ID, bank statement, bill from my university.

But this isn't enough, they want utility bill (gas, water,..). I've explained that this bills are addressed to other name (my family member, because we live on the same address). I've read that other members were able to verify with bank statement.

I've been online casino player for a few years now and never had problem with verification process.

Can casino rep check in to this matter, why aren't my provided documents enough ?

account  number @ casino monarch: 2133684

My reply to what.  They paid me then blocked me from Atlantic City,  Treasure Island and Mermaids...I played at Monarch for the first time on a bonus and won.  I suppose I'll be banned from here befre I even have a chance to deposit.  I am waiting to see how the payout works out to deposit. Still Waiting sine Feb 1st. so if I can have my accounts back that would be nice, but iether way I'd like to know WHY I was banned in the frst place????????????????????

P>S>
got an email the other day saying it was approved?

Never really was too big on that group. Hope its resolved and you get paid soon.

Hi Ales,  Hope you are doing great.  Upon checking, your withdrawal has been approved and thank you for the advise on payment  method.  Should you wish further assistance please do not hesitate to visit live chat or email directly our Finance Team.

Below  Email correspondence from Finance:
Dear Ales,

Thank you for your email.
We've taken note of your request.
Your withdrawal request has been approved.
We'll send the Transaction ID as soon as available.

Best regards,
Finance Team

Received money yesterday 

Hi there. It's first time when I post on this forum a  complaint. My complaint is regarding the Monarch Casino .
username- viomarmonarch

I have made there a withdrawal request  long time ago. After a lot of emails sent to them I received just few answers. I have sent all the documents that they needed and I have gived them all dates of Skrill and Bank account and finally I have verified my account. They approved my documents and after that I have made my withdrawal request via Skrill wich I have received a clear answer on 4th April 2014. That means was on Friday. Because until that answer they put me to enter the postal code  correct but as I verified my postal code was correct in the cashier with no problems and that's why was a delay of my withdrawal (strange thing wich it never happened to me at a casino ) First time I was surprised because in all that time I have sent them a lot of emails and no answer received from them. The withdrawal request was made 2 months ago or something like that..anyway was long time since no answer. The answer from them was : --> " Dear Voinea,

Thank you for your email. We apologize that we have not responded to you in a timely manner.
We've already requested payout in your behalf.  In order to complete the withdrawal process, our customer service representative will contact you to verify your casino account.  Please advise convenient time to call.  "

I have understand the situation and I said no problem...maybe they are at beginning and things are getting a little slower than other casinos.  In the same day of 4th April I have speaked with John at live chat and I have requested the call in order to have full verification and complete my casino account. John has called me ..he asked me security questions wich I have answered and finally I have verified my account. He said that he sent a follow up message to accounts team regarding this . I'ved also sent them 2 emails on their support addresses ( customerservice@monarchsonlinecasino and
accounts@monarchsonlinecasino  ) with the ticket code 2265030 and  2265021 Next day I have entered again the live chat in Monarch Casino and I have speaked with Jada . I asked if the finance team works on week days and he told me that they are not. Also I have asked if John has sent a follow up message to them and he confirmed me that he sent it. Monday I have entered again in the casino in the live chat and I have speaked with Veronica. I asked her if the finance team is on their desk  and if they received my emails because until that moment I didn't received any answer regarding my withdrawal process. She said me that she will send a follow up message and I should send them again an email regarding this wich I did. I have sent them again emails to both support email address. (customerservice@monarchsonlinecasino
accounts@monarchsonlinecasino ) Ticket codes from them are -> 2281053 and 2281050 .  Today on 8 of April I have speaked again with John and I have asked him why I didn't received any answer from the finance team regarding my withdrawal and he told me that he will send again a follow up message to them and to wait for their answer. I don't know why I feel that I will have a deja vu regarding this ...I don't know why they answer that hard to emails but I hope with this complaint a representative to help me and finally to receive my winnings. Thank you.

Hi Smity,

Sounds like a lot of follow up mails have been sent! I will forward this to the rep. Hang in there we should get this sorted out for you.

Good Morning. Seems I got an answer from the finance team but I still didn't received my withdrawal in my skrill account as I checked and also I see it's still in pending in the casino cashier. Here is their answer  : --> " Dear Voinea,

Good day!
Your withdrawal request has been approved.
We'll send you the Transaction ID once available.
Please feel free to contact us if you have other questions or concerns. "

I have sent them again 2 emails on their both addresses and I have asked them how long will take from now on to receive my winnings in my skrill account. Ticket id's ->2292189 and  2292191 . I hope I will get an answer a little quicker than other ones or maybe I will receive my winnings.  Thank you for Help. I hope this it will end very soon

Hello again. Sorry if I am so insistent but you can understand me because it was long time since I didn't get any answers regarding my withdrawal and I really want this to be over very soon and to receive my winnings . I have speaked today with John after I have received the email wich I have previous posted and he told me that he doesn't know how long will take from now on to receive my winnings in my skrill account and I have asked him if he could send again a follow up to the accounts team and he told me that he will send. Now I hope I will receive answer tomorrow and maybe I will receive my winnings until Friday . I hope....THANK YOU for HELP!!

Good day Smity,

Thank you for your follow up and  patience.  We have checked with  Finance Team and we are just waiting for your Transaction ID.  Once receive from processor we will send you the details ASAP.  Again Thank you for your patience and understanding.

Customer Support
Monarchs Online Casino

Good Morning there. Case is resolved. Finally I have received my winnings . Total amount of 118 E in my Skrill account. Here is the transaction ID :  --> Dear Voinea,


Good day!  You may refer to Transaction ID 1121098716 for the Skrill payment.  Let us know if you have other questions or questions.

Best regards,
Jana Hernandez
Finance Analyst "

THANK YOU FOR SUPPORT AND HELP!!!!!

Hello,

I have sent my docs and completed the verification call with support to finalize my docs for withdrawal and have been checking in perioidically , waiting patiently for several weeks for any correspondence or updates.

The last I heard back was April 10th :
TreasureIslandJackpots.com

Apr 10
Dear Melanie,

Thank you for your email. We acknowledge receipt of the complete documents for withdrawal. Please allow 72 hours processing of documents.

Best Regards,
Alexandra Mcmahon
Accounts Analyst

There should not be any issue with my docs as they are all current and valid.  I only have 2 cc on file.  I won about $2750 between Atlantis and Treasure in the same evening, WITHOUT A BONUS - straight deposit.
Since I didnt hear back from support within the 72 hours time frame of receiving my docs, I am assuming there was no issue with them.

Before I deposited, I checked with Chat on the status of my acct and if in good standing to be able to cash out.  You never know these days what casinos determine this for USA.
Below is a snip of the chat for reference.  Per the host, I should be good to go!


Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Katherine Hunter'
Katherine Hunter: Welcome to Atlantis Gold Casino's customer support. How are you today?
you: hi there I have enjoyed playing your free games and tourneys, and I know its time to deposit now which I will right now, can you first please confirm my acct is in good standing still?
you: Hi Katherine
Katherine Hunter: I'd be happy to check that for you. Please hold.
you: for both treasure island and atlantis please
you: ty
Katherine Hunter: Upon checking, both your accounts are in good standing.
you: great, so if I make deposits now, and I actually can cashout, I am ok, correct? Thank you, I just want to confirm as I know y
you: I played alot of freebies
you:
you: so thank you
Katherine Hunter: Yes once you complete your documents and the verification, you will be allowed to cashout.
you: perfect thank you, I can send my docs this weekend.
you: can you send me the link for the docs?

There is more but this confirms I should be eligible to cashout.

I am asking for an update on my withdrawal and status of the docs.  I want to make more deposits to play - in the last couple of weeks - however, I didnt want to spend anymore money until  this is settled.  The casinos lost money that i would have deposited if this was setlled and I received the withdrawal, etc.  I hate to think this casino group is to be in line with the other rogues for not paying.  I am optimistic still at this point as I only received good service until my withdrawal request on March 28th.  Now its April 26th - 29 days later.

Can LCB help me collect my winnings? 

Hi melaniecourtney,

Seems like you have done everything correctly and been VERY patient. I will make sure the rep sees this asap and checks on your cashout request.

Please PM me your casino username.

Mermaids Palace Casino pay not my win!!  >:(

I have made a withdrawal in the amount of 205 € to Mermaids Palace casino!All documents were requested where I have sent!
I'm waiting now for 1 week on the disbursement!But nothing happens!
I have talked with the live chat they say they are not responsible!
I want to turn to the account department ! I did that written several emails but no response!
I have a feeling that the casino does not want to pay!

Can someone please help me

>:(
I`m a depositor on this Casino

Can LCB please help me

Is it me or does this whole nonresponsiveness after a cashout seem to be the standard complaint?

apparently there are interested in this casino group not whether the customer is satisfied! 

Monday, April 28, 2014 7:40 AM

Dear Markus,

Withdrawing at Atlantis Gold only requires a few simple steps:

Have you submitted the required documents for id and address verification purposes?

This is a one-time process only. With your safety and security in mind, we require that our casino members verify their identity and address as provided in their casino account. This is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.

You need to email to us a clear, colored-scanned copy of the following documents:

Utility bill (we accept electricity, water, residential phone, internet no older than 90 days. Mobile phone bills and online statements are not accepted as proof of address)

Please read, fill in, sign and scan our Authorization Form and email it back to us.

   
Regards,
Alexandra McMahon
Accounts Analyst

Have all send  28.04.2014