Black Lotus Casino - Player is unable to withdraw winnings via Bitcoin.

My bank does not except international transactions. I was told by chat that I could open a Coinbase account and make atleast 1 deposit and I would be able to withdraw using bitcoin, and I did as I was told but when I finally won & tried to withdraw using bitcoin, it said I had to deposit 50% using bitcoin and I reached out to chat & was told I am eligible to withdraw using bitcoin but I am not.

Dear bcarter74,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Black Lotus Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What recommendation did the casino offer following your Bitcoin deposits?
• When did the communication with the live chat take place?
• Could you please share a screenshot of the situation of how it looks like when you attempt to request a withdrawal?

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

Best regards,

Tomas

My account has been locked & when I called to see why, they said they will decide if the will refund all of my deposit and it will take 21 days. Unheard of. That chat was on yesterday

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

I am no longer able to access my Black lotus account, the last conversation with them, they said they have 21 days to decide if I will be given a refund of my deposits.

I reached out again today and every way I submit my documents is being rejected

• Could you please advise how long have you been a player of the casino?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

this is the response today. I have been a member for over a year. I was playing various games,being is one of them and I think the other one was triple cash

today on chat

Thank you very much, bcarter74, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, bcarter74!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

inmy last conversation with them. They said they would not be refunding all of my deposits as agreed.

Hi Pavel

The player made a withdrawal on the 17th of May 2024. Player then reversed the withdrawal and played it down to zero. 

The player then came on chat saying there's been unresolved issues regarding their withdrawal and requested all deposit to be refunded.

The deposits were refunded and the account was closed.

Let me know if anything further is required.

Regards

Black Lotus Casino

bcarter74, can you confirm facts stated above?

That is a lie, no such thing happened. I screenshot everything that transpired.

Then, please, provide bank account statement from the day of the deposit up to today's date. You can send it to my e-mail: pavel.k@casino.guru. When we receive it we will see that you have not received the deposit refund and confront the casino about it.

Morning Pavel

The Black Lotus team dug deeper into this account and we have made payments to the player but unfortunately there were some payments that were returned.

The funds returned = $168,04 which we are needing to pay the player.

Please can bcarter74 send through contact details so that our CSC team can be in contact on how best to pay this outstanding amount.

Regards

Black Lotus Casino

You have my contact phone number 214- 903-1285 but I told yall where to send my $$ but here is my bitcoin address = bc1qhckwsg3jjfp88rugazrjq98uwj6c6kdc684egn this is just a another stall tactic & I'd like to know what accounts $903 was sent to.

So did Black Lotus Casino refund a total of $903 back to me, which is the total amount I deposited, send my funds to my bitcoin address of

bc1qhckwsg3jjfp88rugazrjq98uwj6c6kdc684egn

I need to know what account these funds were sent to?

 Black Lotus Casino, please, provide me with a list of refund transactions with dates, payment methods' names and recipient's wallet addresses to my e-mail: pavel.k@casino.guru.

A finance manager by the name of Bruce contacted me and said they have paid all the refunds but bitcoin, he said they do not refund bitcoin deposits. He claims they refunded $616 back to my cross river account ending in 7414- but you have my statement and that is not true. , he said they refunded $40 into my account with Navy Federal- ending in 4384- and $100 into my account ending in 0323 for a total refund of $800 & , first of this does not add upto $800 & I see they are still refusing to pay & and I have been been working with a gaming attorney because I am 100% sure I am not the only one.

Thanks

Bobbie C*****

Hi Pavel

I have also received confirmation from the CSC agent that he communicated with the player about the refunds.

Adding these amounts up it does = $800.

For us to take this further if the funds are not seen on the statement is it possible to get a copy of this so I can submit to our payments team showing that these funds were not received?

Below is the comms from the agent of what was discussed:

""I managed to speak with the player over the call. I informed the player that a total refund of $800 was successfully processed from our end. The refunds were issued back to the same cards used for deposits, not as a lump sum, but as individual refunds to each card based on the deposits made. Here's the breakdown of the refund amounts and the corresponding card endings: $660 refunded to the card ending in 7414, $40 refunded to the card ending in 4384, and $100 refunded to the card ending in 0323. 

Regards

Black Lotus Team

I already sent you my bank statement but I will resend you may bank statement

 Black Lotus Casino, please, let us know what your Finance teams thinks when you may.

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.

Hi Pavel

Regarding the above complaint please find below the latest feedback:

The last document we received was on May 17th, which consisted of screenshots of the ID and selfie documents. Please can the player send us the May bank statement in PDF format to support@blacklotuscasino.com as we have not received this statement.

Regards

Black Lotus Casino

I will send again

bcarter74, please, send here the screenshot confirming that you have sent the statement to the right address and where the date can be seen.

I tagged you on the email I sent

Thank you, bcarter74!

Black Lotus Casino, please, let us know when the statement will be approved.

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.

Hi Pavel

We seem to be in a bit of fix here as we have not had any returns and confirmation has been given from our Payments team. Please find below their comms:

We completed our processing and paid the refunds from our end, but unfortunately there's nothing that can be done from our side because all the refunds that were due to the player were paid successfully. Please can the player contact their bank directly regarding this issue. They should be able to provide further assistance.

To add to that, if the refund payment had failed from our side, we would have received a notification by now. As per finances feedback, funds were paid successfully.

Regards

Black Lotus Casino

It seems as if this will not be resolved and I am just waisting my time, I have contacted my bank and I have provided proof that the money was not sent. So they are just refusing to pay.

Black Lotus Casino, could you, please, provide me the proof of refund to my e-mail: pavel.k@casino.guru? In this situation we all can see the proof that the player has not received these refunds, therefore, we need to see the proof that they were sent.

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.

Didn't you already extend this?

Morning Pavel

Please find feedback from our Payments Team:

There isn't any POP available since it works similarly to a bank declining a transaction due to insufficient funds; it was a refund on an existing transaction. The player needs to check with their bank to confirm that those specific deposits were returned as refunds, as this information will not appear on their bank statement. Only the bank can provide this specific information.

Regards

Black Lotus Casino

Thank you, Black Lotus Casino!

bcarter74, it seems like the only way to learn if you have really received the refund is to go to the bank and inquire about the particular transaction (the deposit into the casino) and ask if it has been returned. If it was not, ideally, you should then ask written or electronic statement from the bank which says that the refund was not received or processed. Please, let me know if you will be willing to do it.

I have spoken to my bank & I have since then closed that account & it looks like the casino is not going to comply because they can't provide proof

Do I understand correctly that you have closed your account with the bank?

Yes I closed it less than a week ago.

Honestly, I do not understand why would you close an account with the bank to which you should receive a refund. Interacting with American banks is not my strong side, but, I guess, you cannot receive confirmation or disproof of a refund from them if you have closed your account. Please, let me know if you will reopen your bank account or contact them in any way and, if you will not do any of this or find any other method to get information that the refund was not processed, I will be forced to reject your complaint. I just do not see anything else that I can do to help you.

I have already spoken to my bank prior to closing the account. I closed my account because I opened a credit union account. I have sent all the documentation from my bank showing there was no refund or returned payment & I verified this verbally. I have complied with all that has been requested by you & Black lotus but it seems you are not able to get this resolved. Myself * hundreds of others are pursuing them legally for our losses, and the attorney has been corresponding with us as well. I have been trying to get this resolved and me nor that casino, would not have to pay legal fees but it's in processing.

bcarter74, hello once more! I sincerely hope that we will resolve your issue one way or another as soon as possible, so I have couple more questions. Do I understand correctly that the only missing refund is $660 which should have been arrived to your Cross River account? Can you, please, state when have you done the according deposit? If it is in May, please, point out where on the statement this deposit is. If it is not in May, please, go or write to the bank and request the statement form the date of deposit until the closure of your account. They should give it to you.

I have sent my bank statement & no I Bid not receive $660 this is what is missing. I have sent the bank statements to you on here & to your email. Don't seem like you can help me & I'm tired of providing proof over & over again

When have you made the deposit of $660?

The $660 is the amount Black Lotus caim to have refunded me back in May.

As it was written multiple times here, refunds were sent back to according cards from which you have made deposits in the same amounts. Therefore, the refund of $660 must have been sent to the card from which you have made deposits in sum of $660. Can you, please, tell me, if it was one deposit and when was it made?

I confirmed with black lotus that the funds were supposedly sent to this card.

I have a feeling that you are avoiding answering my questions. I will try to do it one by one, but, if you still will not reply, I will reject your complaint with the reason for it being your non-compliance with our requests. Therefore, the question:

Have you made any deposits to the Black Lotus from the card ending in 7414?

Yes, I have, they wouldn't be able to issue a refund, if it was not a card I've used, I have answered & provided proof of my complaint. Yet it still is not resolved & you can close the complaint but it would ve untruthful to say I'm non compliant but it is safe to say, you're not able to get Black lotus to comply.

When have you made the deposit from your card ending in 7414?

I will try to retrieve that information due to when deposits are made, they don't show pay to as Black lotus

Please, it would help. If you will contact the Cross River to learn about the deposits, ask them for the bank statement for dates when these deposits were made. If they were not made in May, the we need this statement, because we only have the May statement from you.

Supposedly black lotus sent the refund in May that's why I provided you the May statement to reflect no refunds from them.

Yes, I understand that, but given the fact that Black Lotus stated that refunds were not sent as an independent transaction, but rather by cancelling deposit transactions, so it would be shown on the statement only for deposits. That is why we need to see the statement for dates of the deposits.

The deposit I made do not pay to black lotus. It's shown as different payers. Are you not able to retrieve this information from them?

We need you to send us the statement with the deposit because your statement must show that deposits were refunded. If we will ask proofs of deposits and refunds from the casino we may as well not take time with the complaint and just trust them for their word. We need you to say when the deposits were made, to whom they have been paid and to show them on the statement. Will you be willing to do so?

You can close this account, I have hired atalaw.group Dean Morgan a gaming attorney to pursue this matter being that it is taking a toll on me mentally

Thanks

Hi Pavel

I have just received word from the Payments team that they received the statement from the player showing that only $660 was received. Finance has processed the remaining difference of $168.04 in BTC earlier today.

The player will be informed today of the payment. I have also received a blockchain confirmation for this amount.

Regards

Black Lotus Casino

Well, I am sad to hear that. I wish you only the best and a successful resolution of your problem. On this note, I am rejecting your complaint.

Respectfully,

Pavel K

Casino Guru Team