I Played with Black Lotus Casino for some time now and I recently started having issues with them once i started withdrawing funds.

I made multiple withdraws for different amounts on different days to be able to differ one withdraw from another as ive dealt with online casinos attempting to claim the funds were already sent. The withdraw im refering to in this complaint is for $1900.00 B119943155 made 4-16-2022 @10:52 PM.(included account screenshots and email verification) I waited a week to finally hear anything about it but it was my account info that showed me they weren't wanting to pay this withdraw as it was reversed 4-19-2022 @3:20AM B119989411 +$1900.00 back to my account, and on 4-19-2022 @3:20AM an Operator Adjustment of -$1900.00 from my account. (screenshots included) When i wrote into customer service they told me the reverse was due to using bonuses without making a deposit in between. I thought it was unusual as they dont give many without deposting bonuses. I checked back at my screenshots i made and it told me different from their explanation. It just so happens i didnt use any bonuses at all that day. I made 3 deposits throughout the course of the day and each show no bonuses attached from 2 AM to the time of the withdraw made for $1900.00.(Included screenshots)

First deposit 4-16-2022 @ 2:03AM B119923655 +$20.00 which gave my account $20.03, $0.03 was the remaining amount before deposit.

Second Deposit 4-16-2022 @ 5:52 PM B119937539 +$20.00 which gave my account $24.43, $4.43 was the remaining amount before deposit.

Third deposit 4-16-2022 @ 6:23 PM B119938055 +$50.00 which gave my account $72.78, $22.78 was the remaining amount before deposit.

I dont like being lied to or in fact having $1900.00 stole from me based off of lies. they didnt tell me about me not going to get the $1900.00 until weeks later. I just so happened to see the transactions they made and screenshotted it JUST IN CASE. Although here we are. Im HIGHLY UPSET AS THEY CONTINUE TO LIE EVEN THOUGH IVE TOLD THEM TIME AFTER TIME I HAVE THE INFORMATION STATING OTHERWISE. They wont pay me the $1900.00 still.

Dear thertz961,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your winnings were confiscated based on the accusation of redemption of multiple consecutive free bonuses?

Could you please advise if you have redeemed any free promotional offer from this casino previously? Ideally, forward your cashier and bonus histories to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thanks Petronela,

I have sent the transcripts to the email listed above please let me know if you did receive them. To answer the question referring to use of bonuses used previous with this casino, yes I have, and the majority of the bonuses used were with a deposit except the loyalty points that convert to credits, or any free spins they offered without depositing.

The 4/15 I used a bonus code and received bonus credits although the bonus credits and credits tied to the bonus were exhausted and considered "lost" and my account was at a balance of 0.03 before the 16th.

4/16 I made the next deposit to my account for $20.00 (No Bonus attached) balance was $20.03.

No Bonuses we’re attached to any of the 3 deposits made totaling $90 previous to the withdraw for $1900.00.

Thank you, thertz961, for the forwarded screenshots:

Could you please advise if there was any activity in your account between 04/16 2:03 am and 04/16 5:37 pm? Have you redeemed any free bonuses in that specific period?

No ma’am I did not use any bonuses, it was only the deposit made at 2:03, played the credits out and went to sleep and work and then resumed playing at 5:37 pm once home again. I would show the times too if they offered more than 30 days of history. I took the screenshots of the deposits the day of for just incase purposes, so it’s no longer available for me to go back and pull the information.

I forgot to send this one. My apologies

Thank you very much, thertz961, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello thertz961.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please explain the deduction of $1900 from thertz961's account?

Thank you for all your help Petronela, and hello Matej and thank you for the help as well.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Beyond that, there’s nothing else you can do? Recommendations on next move or how I should go about resolving this?

Contacting the casino regulator is the next move. But that is even more time-consuming. That's why we are trying to solve the issue with the casino here.

Ok, thanks again for your time. I really appreciate the hep

Good Day,

I apologize for the late response

I have had a look at you account and from what I can tell you claimed 2 consecutive bonuses on the 17/04.

Kind Regards

Dear casino representative,

Could you please explain it more in detail? Were the winnings from no deposit bonus?

The winnings were won and withdrawn on 4/16/22. Why would bonuses used 4/17/22, a day after the withdraw, cause me to lose winnings already won? Especially winnings that I won and withdrew using no bonuses the day before. The withdraw was made 4/16/22 @ 10:52pm AKST, a bonus was not even used on my account until 4/17/22 @ 3:52AM AKST for $3.97 (FREE GAME BONUS B119947403) on top of a $20.00 Deposit (B119947356), which i actually only used the ONE (FREE) bonus and won 5K, You guys took that win from me too and gave me $150.00.

I have on file a chat from one of the customer service reps telling me the reason I lost my winnings and bonus rights due to claiming more bonuses than deposits and my bonus ratio was too high. Then was told that I have only deposited $863 with the casino and that Ive withdrew more funds than Ive deposited. Better yet Lisa told me, " YOU GAINED SO A LOT FROM US, WE HAVE NOTHING ELSE TO GIVE"..........

Good Day thertz961,

I do apologize for this inconvenience , I will look into this and revert back shortly .

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

How is it these casinos are allowed to get away with not paying out their winners? There should be repercussions for situations like this. Real casinos pay out on the spot. 7-10 days is plenty of time and anything beyond that should come with interest. They shouldn’t be able to make changes in their favor to the account. This is plain out ridiculous.

Hello thertz961.

I understand that this is an unpleasant situation for you. But please remember that if there is some suspicion about your account or you are selected for a random check (which casinos must do by AML policy), your withdrawal may be delayed, or even your account could be blocked. 

I don't know what happened in this case, but if the casino does not respond in the next four days, I will help you file the complaint to the casino's regulator.

Can you contact me by email Matej?

[email protected]

Email sent.

Please confirm that you contacted the casino's regulator.

I have not yet, how do I reach the regulator?

Please write an email to: [email protected]

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

https://acrobat.adobe.com/link/track?uri=urn:aaid:scds:US:ae1cb3b3-6a92-30d5-8ba2-c501496ef1e9

Email sent to the regulator [email protected]

Dear thertz961.

Thank you for the update.

I now close this complaint as unresolved with status: waiting for the regulator's decision.

Please remember that this may take a month or more. However, this decision is binding for the casino.

When the regulator makes a final decision, please reopen the complaint, and we will close it accordingly to the regulator's decision.