My problem started on 5/18/23 I initiated the withdrawal process then the casino let me know the bank I used didn't accept wire transfers but it did they wouldn't take the proof showing that and gave their approved list of banks. I sign up for one of their approved banks and within 2 days the bank closed my account. I then had to show casino statement that I never received the deposit. I then found another approved bank gave them all the correct information and have still yet to receive the deposit. I have had to send them 2 statements from this account showing I never received the deposit. They can never provide me with a reference number which the bank asked for to trace the wire transfer. Finance who handles the withdrawals is never in or never working when I call. I've been told someone will call me back with and update and nobody ever calls back. Their customer service is rude and does not allow you to explain your situation they just keep talking overtop of you and don't listen.

Dear crpearce25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was this your first withdrawal request in this casino? Are there any bank details saved in your casino account? Could you please advise if you have received any tracking number for the payment from the casino?

If there’s any relevant communication, please forward it to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela

Yes it was my first withdrawal from this casino and it has been a headache since I started it. I do believe that they have my bank details saved in their system from this last withdrawal. No every time I ask them for a tracking number for the withdrawals they tell me that they don't have one and they can't provide me with one. I even asked them for the MIT number and they didn't know what I was talking about. I had looked it up and I read that the sender has to be the one that has this number so the wire transfer can be traced due to any errors in not receiving it. Now I have to show them a bank statement showing that I haven't received the deposit so I provided that twice because the first one they send they never recieved so I resent it and they are telling me the dates aren't sufficient enough because my statement runs from June 26 - July 25 and I won't receive another statement until August 26th due to the fact that is how statements run month to month. I will forward everything I have provided to them.

Thank you

Carrie P*****

Thank you very much, crpearce25, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you crpearce25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Black Lotus Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and what can we do to help resolve this issue.

Thank you!

Hello

Yes I would like for it to be resolved also. It seems though every time I call the Finance team who has to handle it is never in or they are gone for the day, they don't work weekends. And every document is not sufficient enough to clearly show that there has been no deposit. I'm very frustrated with the whole process. Thank you very much and I hope with your help it will be done a little more quickly.

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’ which may negatively affect its rating.

Morning crpearce25

I want to firstly apologize for the way you have been treated and will be dealing with the customer service issue of rudeness. 

Secondly the withdrawal of $1000 has now been paid. It was paid on the 14th of August 2023 to your TD Bank account. 

As per the casino terms and conditions the funds may take between 7-10 business days to reflect on your account.

Regards

Janine

Dear Janine, Thank you very much for the update. We will keep this complaint open until crpearce25 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Yes I have finally received the deposit on 8/16. Thank you

Dear crpearce25,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter