Red Dog Casino, Slots Empire Casino, Aussieplay Casino, El Royale Casino, Las Atlantis Casino Support and Complaints Thread

Hello Kegegg,

Thanks for the feedback. Thanks for playing at Aussie Play casino. 

Regards,
Daniel

I have completely given up that El Royale, Red Dog, Aussie, Empire or any other Arbath casino is remotely legitimate or in a lesser regard, carries good intentions. From the start they delay valdiation for weeks and weeks over the most petty trival stuff, now I try and payout finally and they are absolutely failing to meet basic expectations and reason. I submitted a BTC payout off of a BTC deposit with no bonus employed. Every casino I have ever played at, that is a maximum of 48 hours. At WORST. Many casinos will have that to you in a couple of hours.

I submitted for 2500 at 6am on a Friday.  On monday I sent an email expressing my concern that there really is nothing that should delay it and I need the payout urgently. No response from any of the 8 employees I emailed. On tuesday, after a very long and protracted arguement with one of their reps I finally saw my Payout marked as "Complete". However the money is not in my account and it is not showing as even hitting the blockchain yet. So i ask via chat, and get a lot of "the money should be in your wallet" with smiley faces. No its not, I send them screen shots. They try and tell me its the blockchain, I send a screenshot of that showing it hasnt even gotten sent to the blockchain yet. Around and around we go for 45 min. Finally they say "our billing department is going to send it soon, they will contact you when they do!"  WHAT!!? What does that mean? Why does it say complete if it hasnt been sent? I call them, the first 3 calls no answer. Finallly an answer followed by 10 minutes of hold followed by "it has been sent sometimes it takes a while, it could be a few days!" No, I work in crypto regularly, it could not take a few days, plus I was literally JUST told it hadn't been sent yet. I express this multiple times to the gentleman who says something along, "I will make sure they do it. Yes I will get it to you" What? Why does it say complete if it hasnt been sent? what is going on? where is my money? 2500 is in my opinion not in my account and your site says its complete and employess dont seem to know? I am currently writing a multipage review of all of the experiences I have had with this casino that are just as appauling, but right now I can't even write, I am missing 2500 dollars. 

Hello dadams868,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative to check what's going on with your withdrawal.

Hi,David I've been these forums trying to find online casino I can play at and this post I just read said y'all accept Louisiana players.I'm so excited also I have host at my land based casinos wondering if y'all have host also.Please respond with casino name that you say takes Louisiana players and how I can personally send you email other than logging on this sight.

Thank you so much...God Bless 

my username kc1015

Hello kc1015,

Did you want to address Daniel perhaps? This is a direct support thread for Red Dog Casino, Slots Empire, Aussieplay and El Royale Casino and Daniel is the official Casino Representative on our forum for these brands.

Hi I'm sorry yes Daniel not David does he have a direct link I can contact him.Thank you so muc

Hello kc1015,

You can send me your casino username in PM inbox and I'll ask him to contact you or you can send him a private message HERE.

Daniel can you assist me in getting paid by Aussie Play Casino. I had an approved bitcoin payout of $1200 after 7 days and numerous emails to support and billing today they paid me $400 and put the rest back into my account so I could request another payout. The $400 dollars they paid me went to my credit card and I will have to wait up to 10 more business days for that money to be credited.

I have had 2 prior payouts both bitcoin and they were processed in full to the on file bitcoin address. This time they paid the credit card I never requested that payment option.  I can't play in the casino while waiting for pending payouts which is upsetting. Just because I have been lucky to start with they are paying me in pieces (a little at a time). All my documents are approved my username is daveflorida. Also the when I called customer service I requested to speak with the casino manager according the the agent the manager Zelo wouldn't speak to me since this was a billing dept issue. I call that poor customer service. The casino staff up to this point have been great but the lately its gone down hill into the toilet.  I just want to be paid my winnings via bitcoin for the balance I started this request on Aug 18, 2020 to date they only have paid $400 which I won't receive until September 10. It shouldn't take 30 days for anyone to receive their winnings in my case that would only be 33% of my winnings. 

David 

Hello daveflorida,

Could you please send me your casino username in PM inbox and we'll ask Daniel to check what can be done to speed up your withdrawal.

Thanks for providing us with your casino username David! We've sent it to the Casino Representative and asked him to check what can be done here. Please keep an eye on this thread for the updates.

Just wanted to provide an update. Today I received the $800 balance into my bitcoin account. I can't thank you enough for your help. I tried to resolve it myself but they wouldn't help me. Thank you again for all your help you did in 24 hrs what was going to take me 2 months. 

Hello daveflorida,

We're glad to hear that! Thank you for your kind words!

Hello daveflorida,
  
Thank you for confirming. 

I contacted the Billing department in regards to your inquiry and was informed that some minor miscommunication might have taken place. I got the information that the payment was just split into 2 simultaneous parts: $400 were sent to the card used and next day the remaining amount was sent through BTC. 
Feel free to contact our Billing Team in case you have any questions in regards to your future payouts so they could assist you through email correspondence right away.  

Thanks,
Daniel

I would like clarification on what is happening in my account ... I asked for the freespin bonus without depositing here on the site, I won $ 150, the casino asked me for a series of documents along with a verification deposit which required me to play at least 1x to be able to make the withdrawal ... the deposit was played to which I won a total of 80 dollars adding to the added value of 150 dollars referring to the no deposit bonus giving a total of 230 USD ... so I made a withdrawal of 230 dollars , to my surprise after 3 working days of waiting for my money the casino rejected the withdrawal, the casino itself made a second withdrawal for 170 dollars according to them my deposit plus the bonus aggregate and soon afterwards they made another withdrawal to an account their own of the remaining value $ 60 ... I would like to know why it happened and why they took money from me which was earned with the money deposited.
not to mention that it has been 22 days since I tried to make this withdrawal and they told me that I will have to wait another 3 to 5 days AGAIN for this withdrawal

Att. Joaneide Lira

Hello joaneide,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative to check what happened.

Hello Joaneide,

I have contacted the Billing Department and have been informed that the winnings were gained with the free spin bonus which goes with a $150 max cashout.
As per casino's T&C in order to make a payout from a no deposit bonus after the wagering requirement is met, there should be at least one deposit made.
The amount of winnings from the bonus that exceeds the maximum payout limit will be deducted from the Customer’s account balance either automatically when the wagering requirements are met, or by our Billing department upon the payout request. Any winnings above payout limit, accumulated after completing the wagering, will not be cashable as this restriction remains applied to the balance until it goes below $1 or is withdrawn.Therefore, the amount deposited ($20) has been accumulated with the max payout limit of the free spin bonus ($150) and paid out, but the exceeding amount has been voided. 

Regards,
Daniel

no Daniel the amount I am referring to was not earned using the no deposit bonus the amount I earned was using my deposit ... my 20 dollars I played with them and I got 80 and you are completely wrong as to that .. and No and I haven't been paid yet.

until pq when the rollover is done independently if i have 700 dollars for example this value is reduced to the maximum value (150) the excess earnings from my account were generated with the money from my deposit.

Hello Joaneide,

We would like to bring to your attention that on 7/24/2020 at 3:32:46 PM you redeem a coupon code LCB50ROYALE with the $150 max cash out limit. On 7/24/2020 at 5:45:16 PM you have completed the wagering requirement while playing with the bonus and had $150 on balance. Later on 8/7/2020 at 9:29:43 PM you placed a deposit for $20 and continued playing with the money gained from no deposit bonus. On 8/31/2020 at 1:24:14 PM you requested a payout of $230 that has been gained with the bonus. Please note that the bonus conditions are only removed in case the balance drops below $1 or is withdrawn, that is why the maximum cash out has been still attached to your balance even after the deposit was placed.

In regards to the payment it was sent yesterday in Bitcoin. Please check if it reached your Bitcoin wallet.

Regards,
Daniel

no Daniel, at no time after completing the rollover I played with the bonus money without deposit, I can even tell you how I used MY MONEY to earn the surplus from my account ... you told me that I would have to play my deposit 1x to be able to withdraw so i went and played the roulette my 20 went to 40 and the 40 went to 80. so Daniel i did not touch 1 cent of the money earned from the bonus to be able to exceed this limit, all the money that was in my account I extract the 150 winnings from the bonus came from my 20 deposited.

Hello Joaneide,

No deposit bonus and required min deposit are coming in conjunction, with max cash out of $150 + deposit amount once it is wagered one time, which is $170 in total.
If you wished to play only with a deposit amount with no restrictions then the bonus should have been canceled. Otherwise, the bonus conditions are attached to the balance until it is withdrawn or goes below $1.

Regards,
Daniel

hello

I am trying to make a withdrawal have a weekin LAS ATLANTIS CASINO and the cashier remains blocked not allowing to make the request withdrawal...
first said they needed to call me
and lastly I was asked for documents that were sent on Monday the 9th and today is completing 4 days without any solution

I would like a solution

thank you

Hello josicamp20,

Please send me your casino username in private message inbox and we're going to ask the Casino Representative to help you.

hi Sydney

I sent my username to you...

I do not understand what a casino gains by acting this way especially in the case of a new casino, I made a deposit and sometimes I feel that it was not a good decision...

Hello josicamp20,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative regarding your withdrawal issue at Las Atlantis. We'll see what he'll say about this. Please keep an eye on this thread for updates.

Dear josicamp20, 

I checked with the Billing department the case and was informed that some of the payment details required confirmation, therefore, it might have caused a delay. As for now I have received a confirmation that required information has been approved and your payout was successfully processed. Please check if the payment has reached your account. 

Thanks,
Daniel

hello Daniel

thanks..I'll put las atlantis on my list of good casinos to play...  I can confirm that I received the payment... :=)

Hello josicamp20,

We're glad to hear that! Thanks for letting us know! 

Hi Sydney, I hope you can help me with El Royal Casino & Lasatlantis Casino I have been playing in both casinos and won in the Lasatlantis casino. While waiting to get my documents verified I played in their sister casino El Royal Casino been playing there for sometime. I did this not to risk violating any of the terms. I sent my documents into the verification dept. which was confirmed by the chat agent. Its been almost 2 weeks since they were in possession of the documents. I did receive an email about 1 week ago asking for just one more thing. They haven't responded or cleared my account in either casino. I told the agent that my identification was verified by their sister casino Aussie Play but was more then happy to forward the documents again. Can you please help me get this process moved along. with both casinos. I use the same username for both. 

username daveflorida. 

This site was very helpful with Aussie Play Casino when they seem to stall on verification of my documents. The casino staff is excellent this just seems to be a problem. I can't get resolved. 

David 

Hello daveflorida,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative and asked him to check what's going on. Please keep an eye on this thread for updates.

Good morning wanted to give you a quick update. I received an email from both casinos this morning and my account is now validated. I'm amazed how fast they responded to your request vs my request. I really like the casinos but they just need to work on the validation process. Again I can't thank you enough for all you help. 

Hello daveflorida,

Glad to hear that! Thanks for letting us know.

Yes, their Casino Representative is very responsive and always makes sure to fix things quickly. 

Hello daveflorida,

I have checked your gaming account with the casino representative and have been informed that required documents have been received and accepted.
The gaming account has been enabled for the further payout requests on the respective brands. If you have any arising questions - please contact Customer Care anytime as they're available 24/7.

Thanks,
Daniel

Daniel, I have been waiting three weeks for Red Dog Casino to process my documents.  Today, they finally get back to me to tell me that my Bitcoin withdrawal Request form cannot be hand written, even though it was extremely legible and clear, and must be typed. It took them 11 days to tell me that. So as I said now I've been waiting over three weeks and it's probably gonna take them another 10 days just to even look at this form that I typed out. I've never seen a casino take so long to approve documents and I could certainly use your help. This is my first withdrawal and I am not having a good experience at all with Red Dog.  They don't ever respond to emails and chat is of no use whatsoever.  My user name is: ToddSmith6483

Hello Toddsmith22,

We've notified the Casino Representative about the issue you're having at Red Dog Casino and asked him to post a reply in this thread.

Hello ToddSmith6483,

I have checked your gaming account with the casino representative and have been informed that required documents have been received and accepted.
The gaming account has been enabled for the further payout request, please make sure to use the wallet ID you have confirmed while validation of your account. If you have any arising questions - please contact Customer Care anytime as they're available 24/7.

Thanks,
Daniel

Daniel, after waiting 3 weeks for my paperwork to be approved, I wake up this morning to find that of my $1,200 Bitcoin request, Red Dog Casino has only fulfilled $600 of it and they still have $900 available in my account to withdraw. Why, after waiting for 3 weeks, would I only get half of the money that I requested? The experience with red dog Casino has been horrible, and this is just my first withdrawal.  USER NAME: ToddSmith6483

Hello Toddsmith22,

We've notified the Casino Representative and asked him to check this. 

Daniel, my user name at Red Dog: ToddSmith6483

In addition to my last post, I also do NOT have the $600 bitcoin that is showing "processed" - nothing is in my wallet. Please email me at: tsg6483@gmail.com 

Hello Toddsmith22,

The Casino Representative has been notified and he is checking this with the billing department. 

Hello ToddSmith6483,

I’ve been in touch with the casino representative in regards to the question raised.
It has been confirmed that the payment in the total amount of $1200 has been approved for payout and submitted to processing to BTC wallet. The full amount of winnings is going to be released shortly by the respective payment solution.

Please let me know if you have any arising questions so far.

Thanks,
Daniel

Daniel - what is concerning to me is this:  My casino account with Red Dog is showing two processed (finished) bitcoin payments of $600 each, for a total of $1200 and the money has now been completely removed from my account, but I have not received any money whatsoever at this point.  How will the casino know my payout has not been handled yet, when it is showing it has been fully processed and done?  I would appreciate it if you can please jump in to help resolve this on Friday, as it is now the end of the day on Thursday and the casino said at 8:30am on Thursday they were processing it shortly.  If this goes anything like my paperwork, I will be waiting weeks for this to get resolved unless you remain involved until the payment is processed.  I never  hear back from customer service via email either, just FYI.  Thank you. - Todd Smith (ToddSmith6483 is my user name)

Hello Toddsmith22,

We've notified the Casino Representative and asked him to check what happened. Please follow this thread for updates.

Hello ToddSmith6483,

We've got the confirmation from the payment solution that payment was sent, a total of 0.06314111 BTC. Please check if it reached your Bitcoin wallet.

Thanks,
Daniel

Hello there

A few days ago I got my first signup bonus from red dog casino. Members of the country, while Turkey was the choice. My membership has been accepted. Email has been confirmed. Everything was like it was.

I completed the bonus cycle. It was supposed to be 150 Euros.

I had to deposit 20 Euros for this. I sent a deposit. Everything was normal.

All this spread over almost a day. There was enough time to follow me. Or they could block me by blocking my account.

I made a deposit and started the game. And my luck did not go well. I could only request a withdrawal.

They sent an e-mail while I was playing. They don't accept players from my country !!. They asked for my bitcoin number to send the deposit back.

I did. But my money isn't here yet. My bruising was very broken. I just sent my bitcoin number and didn't ask for anything else.

If I had earned more money, or wanted to withdraw money immediately when the cycle was over, they would have only returned the deposit to me.

Do you think winning and losing in this place will make a difference? Shouldn't they send the 20 euro deposit back? What is your opinion on this matter?

And they're still sending out bonus campaign emails. .

I will tell you this. They also asked for my document before the deposit was released. I sent them all and more. While everything went very normal, when the deposit was added to my account and the balance increased to 186 Euros, they stopped accepting players from my country.

This sounds interesting to me. In this case, I don't think it matters whether I win or lose. In the things I lost

If you say I have the right to ask for my money for this, I'll leave it blank. What do you think i should do

What do you think i should do

Hello Yusufyakup,

Could you please send me your casino username in a private message inbox and we'll notify the Casino Representative.

Hello there, Las Atlantis Casino is stalling my verification.

Username in the casino is mazziccas.

I sent all the documents they requested the day 10.12 (on T&C all process should take no more than 3 b. days) I  was promised in chat all will be manage shortly but at present, I am still not able to cashout. I got an email yesterday saying that in order to complete the verification I have to confirm the provided e-wallet was correct, I replied to the email only to later find out on a chat with an a agent now they need additional 3 business days to check my reply? Are you serious?

Please help me to have the issue sorted.

Best regards

Hello Yusufyakup,

Thanks for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello mazzica,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Update on Yusufyakup's case:

The player has sent us a private message that Red Dog Casino sent back his deposit. This issue has been resolved.