Black Lotus Casino - Player’s deposit has never been credited to her casino account.

I deposited about a day and a half ago via Bitcoin. Nothing ended up in my account. I emailed them- no response. I opened a chat that I can’t get out of now but no response. I called them- it put me on hold and then it said all representatives were unavailable to try back later. I’ve followed on my email at least 4 times. Still no response.

Dear B,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please forward your payment receipt along with any relevant communication to petronela.k@casino.guru? Was the e-wallet address to deposit funds into your account visible on the casino’s website for all the players or you have been provided a unique one when opening the account?

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

Best regards,

Petronela 

Dear B,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi! I’m sorry! They eventually wrote me back about three days later and put my deposit into my account. They also followed up and gave me my deposit back 100% for an apology. I asked them why did it take so long and no one responded to me. I tend to have that a lot specifically with this casino - they spoke about getting 15% percent cashback on deposits and to contact them on the 30th (last Monday) which I did and no response. I’m not sure if they are even legit because I never can make it through the bonus and be able to withdrawal. So not sure how that even works. I probably will stop playing at this casino because of the lack of replies but the amount of junk mail I keep receiving from them

Thank you very much, B, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear B,

Was your issue resolved, please? We are extending the timer by 7 days. Be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I’m sorry, I don’t get notified when I receive replies here. Yes that specific issue was resolved a few days later.

Them not responding still an ongoing issue but I asked to disable my account for that reason last week and as always didn’t respond so I decided to play on it yesterday and in the middle of me playing- they disabled my account. 🤦🏽‍♀️ So I have written them four times asking to re-enable my account but no response. It’s a shame because I really like this casino except their lack of customer service.

Thank you, B, for your reply. Could you please specify what reason you have stated when requesting your account closure?

Dear B,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.