I am from Singapore, I had a very bad experiance, I feel i was cheated by this casino, first I have deposited BTC they exchanged it to EURO (9300 + Euro deposited in my account) with a very bad exchnage rate that almost i lost 800 euro on their FORCED exchnge rate. then i played roulette for many months and finally i left with 4130 euro credit in my account, I requested to withdraw 2000 euro on 14 april 22 (I left with 2130 euro in my account, i have attached my withdrawal page), following that I have submited my id for verification, after that i have played with my remaing 2130 euro and i lost about 1550 euro eft with 580 euro in my play account, on 20 april when i wanted to login to check about my withdrawal status i have realized they have locked my account without informing me and when i have talked to their online support they said your account is closed because you are not allowed to play on our site and when i asked why they have refered me to their T&C, worse thing is that when i asked for my remaining Euro 2580+ balance very insolently they said my balance is 0 as i played all and lost all !!! after few more useless convesations they closed my chat window and gone. This is bulshit, this is cheating, this is obvoius stealing ????could you please help me get back my money ?

Dear ramazimi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

?That the following limitations shall apply:

1.1 (a) Players must be of legal age i.e. over the age of 18. Participation in the casino games is open to those individuals who are residents of places where jurisdictions or administrations where such participation is legally permitted. Any participation is entirely at the legal discretion and responsibility of the player, as well as any risk thereby incurred.

1.1 (b) Due to legal and commercial reasons, and/or as a consequence of financial transaction regulations, the Lotus Players Club Group of Online Casinos cannot offer any registrations to the following countries:

Australia

Curacao

France

Germany

Hungary

Netherlands

South Africa

Switzerland

United Kingdom

United States

Or any other country as deemed by the casino"

Singapore is not listed as a restricted country.

We will contact the casino and ask for their assistance, but, before we’ll do so could you please forward any relevant communication 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

Hello Petronela

Many thanks for helping me,

Singapore is not listed as a restricted country but they have this clause Or any other country as deemed by the casino" they can use this to justify their bad act....however they can not steal players money using this excuse.

The money they are stealing from me is my own money is not winning money, i deposited BTC that day worth of 9300 euro they have exchanged and credited to my account 9300 EURO i played and i lost 6720 the remaining of 2580 euro is my own money !

I will send you relevant documents by email.

Kind regards

Ramin

Dear ramazimi,

Thank you very much for forwarding the relevant communication. I have checked all the screenshots but couldn't find any indication that your account has been blocked due to a country restriction. Instead, I found that your account has been flagged as "High Risk".

Is there any other communication between you and the casino that would suggest that your account has been blocked due to a country restriction?

Hi

this was my yesterday chat, unfortunately i have not recorded my previous chat that another online support said that, ever time i chat they give me different reasons, however i’be sent my id for verification what high risk are they talking about, this is just an excuse to justify their cheating.

if they provide you or me with my statement which they are reluctant to do it is very clear what i m talking about.

BTC deposit and withdraw is one of their accepted method of deposit/withdraw that is clearly mentioned on their site, never mentioned if you deposit btc you are not able to withdraw it which they used as excuse not to pay me, btc withdraw is one of the available option on their website that you can see on my withdraw request file that i sent to you.

thanks for helping me

Ramin

Thank you very much, ramazimi, 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.  

Thank you very much ????

Hello ramazimi,

I am sorry to hear about your troubles.

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

Please explain to us what exactly happened and why ramazimi's account has been flagged as high risk or at least what was the reason for confiscating his balance.

Hi

Hi

Many thanks for your follow ups

I really dont know why they flag my account as high risk and why the locked my account and confiscated my money.

I really need your help to find out, I feel they are cheater and they are using these excuses just not to refund my deposit, every time i chat with their online support they giving me different excuses as one time theybsaid I m from Singapore and I m not allowed to play on their site! But all these reasons does not allow them to confiscate my OWN DEPOSITED money (is not winning money)

I feel i was cheated by this casino, first I have deposited BTC they exchanged it to EURO (9300 + Euro deposited in my account) with a very bad exchnage rate that almost i lost 800 euro on their FORCED exchnge rate.

then i played roulette for many months and finally i left with 4130 euro credit in my account, I requested to withdraw 2000 euro on 14 april 22 (I left with 2130 euro in my account, i have attached my withdrawal page), following that I have submited my id for verification, after that i have played with my remaing 2130 euro and i lost about 1550 euro eft with 580 euro in my play account, on 20 april when i wanted to login to check about my withdrawal status i have realized they have locked my account without informing me and when i have talked to their online support they said your account is closed because you are not allowed to play on our site and when i asked why they have refered me to their T&C, worse thing is that when i asked for my remaining Euro 2580+ balance very insolently they said my balance is 0 as i played all and lost all !!! after few more useless convesations they closed my chat window and gone. This is bulshit, this is cheating, this is obvoius stealing ????could you please help me get back my money ?

THE CHAT SCREEN I PROVIDED YOU BEFORE IS MY 2nd chat with them that said my account has been flag as high risk, in fact is their responsibility to provide proper reason why and why they confiscated my own money!!!

We would like to ask Lotus Asia 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’.

Good Day ramazimi,

We are currently looking into this and will resolve this shortly.

We do apologize for the delay.

Thank you for the reply. We will wait for the next update.

We would like to ask Lotus Asia 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’.

Thank you very much

but they seems not responding and they dont care, can you suggest me alternative solution for filing complain ?

??

Good Day ramazimi,

Apologies for the late response as we were making sure we got all the information together before responding.

Firstly the reason why your account was locked was because when you opened your account you indicated you were from Turkey. We noticed that you also played threw a vpn since registration including countries such as Germany and United States that are on the restricted list.

I have spoken to our finance team and they have advised that if you could please go and start the withdrawal process they will approve it and make payment to you.

Kind Regards

Hi thank you for your response

I m resident of both Turkey and Singapore and sometimes due to my other works I need to use VPN and yes i may sometimes forget to off my vpn and played with vpn on.

Anyway thanks for your understanding

for your info now I am in singapore and I ll try to Login again and start withdrawal process.

regards

Dear ramazimi,

please let us know when you withdraw your balance, and we will close the complaint.

Good morning

many many thanks for your help in resolving my problem. I have submitted my withdrawal request but I have not receive it yet, I m still waiting, I ll update you as soon as I receive my money.

warm regards

Dear ramazimi,

we are extending the timer by 7 days. Let us know when you withdraw your balance.

many many thanks for your help in resolving my problem. I have submitted my withdrawal request but I have not receive any update from the casino, I m still waiting, I ll update you as soon as I receive my money.

best tegards

Received thank you

i have no more complain

Special thanks to Casino Guru team for helping me to this end.

Really appreciated ??

Dear ramazimi,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.