Black Lotus Casino - Player’s free bonus winnings have been reduced.

I started out with a no deposit bonus. I won around $5,150 attempted to withdraw. Casino told me my max cash out was $150 and I would lose the remaining $5000 in order to cancel the bonus. I canceled the bonus and lost the $5000. I had the option to withdraw the 150 but chose to play. I won 400 and attempted to cash out- after waiting a week the status finally updated that the withdraw was completed. 2 days later the status said admit adjustment to winnings for 250. I contacted the casino and was told my max cash out was 150 because it was attached to a bonus. I asked multiple times to speak to a manager and I was refused. They just kept repeating the same thing about it being Attached to a bonus. They didn't do anything to look into me canceling the bonus and being scammed out of the $5000. They were rude. And now 3 days later I'm still waiting on the wite transfer of what's left of the original $5150.

Dear Christy and,

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

"Free Bonus Money (Any Free Money, Free Spin bonuses, Tournament, and Competition winnings) needs to be wagered through 60X by White Lotus, Blue Lotus, Pink Lotus, and Black Lotus Tier players before a Player can make any withdrawal. Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $150 applies. The remaining balance will be voided."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please understand that since you have never deposited real money into your casino account and accumulated your entire winnings from a No Deposit bonus, you will be entitled to cash out $150 only.

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

But the casino told me that in order to cancel out that no deposit bonus It would void and I would lose 5000. And ill only be able to with draw 150 of it. So I did that- lost the 5000 and the bonus was no longer active. I double checked the status of bonus and it said I had no active bonuses and then my available balance to withdraw was 150. I started to withdraw it but then changed my mind and kept playing. Won 400 and then they kept a majority of it because of a bonus that was no longer active.

The rep that explained the cashout and that in order to cancel the bonus and cash out 150 voiding 5000 specifically told me that the 150 was mine- and I could cash it out and any winnings won with it.

Dear Christy and,

I understand it might be a bit confusing for players. Nevertheless, your No Deposit bonus winnings were meant to be cashed out not played further. Please understand that they don't turn into real money funds. It is your profit from free play. Since you have never deposited funds into your account and all your winnings were accumulated from the No Deposit bonus, the only withdrawal that you are entitled to is $150. Have you received these winnings?

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Christy and,

Have you received your winnings of $150? We are extending the timer by 7 days. Please, 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.

Okay yes that was true. However, after I claimed the free bonus I won over $5100. I looked into cashing out and was told that the max cash out on it was $150 since it was from free money and that I would have to forfeit the remaining $5000, or I could keep it and keep playing but regardless max cash out was 150. I asked if I took the $150 and forfeited the $5000 if it would end that bonus and the rep said it would- I then asked 3 more times if that bonus would cancel and was told that it would, and that the 150 would be mine to cash out and any winnings would also be mine unless I claimed another bonus.

I chose to end the free money bonus- it gave me the option to withdraw but I chose to play and won 500. I then attempted to withdraw 400 and a week later after the money had supposedly already been sent 4 days prior the status updated to admin edited the winnings to 125. I messaged then again and was given the run around- they were rude- didn't care that they ended that original bonus when they kept the 5000 which I now feel like they have stolen from me.

The representative I chatted with told me I could withdraw the 150 or play it- it was mine to do what I wanted with it. After winning over 5100- ended the bonus and only getting 150 on the account won another 500- and 2 weeks later received 125. I specifically asked the representative multiple times if it would end the bonus when I forfeited the 5000- and they reassured me it would and the money was mine t o withdraw or play. So once they stole the 5000 from me there was no longer any active bonuses

Dear Christy and,

Since you have never deposited any funds into your casino account, all the accumulated winnings would be capped at $150. Yes, they are yours to do whatever you wish with them, but the maximum cashout applies at all times.

Could you please advise how much winnings exactly have been received into your account?

Actually I have made plenty of deposits into my black lotus account. I lost access to my email- so signed up with another email address and the casino closed out and were supposed to transfer everything to my new account. So I can't tell you exactly how much I've deposited- but I've made multiple bitcoin and card deposits.

Black lotus has now locked my new account once they found out I contacted you so I can't give u a exact number of winnings but a close number which would be between $5,500 & $6,000.

Dear Christy and,

I believe your new account was blocked because you created a duplicated one, not because you've contacted us.

As I mentioned earlier, your winnings were accumulated from a free bonus purely and therefore, capped on the maximum cashout amount.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Christy and,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Dear Christy and,

I hope you’re doing just fine. I’d like to inform you that we have reviewed your case internally and decided to reopen it, collect more information and even find an acceptable solution to have your winnings paid.

Therefore, I’d like to ask you, if you have received winnings from the free bonus ($150) as described beforehand. How much was the deposit that you have placed to withdraw your winnings, please? I have found the following rule and would like to ask if your deposited funds were placed in your account as a cash balance.

"22.3.1 Players that have never deposited at the casino, may only make a withdrawal on any bonus, free spins, or loyalty points once a real money deposit has been made by the player. The deposit made, will not be combined with the withdrawal amount, but rather placed in the player’s account once the withdrawal has been paid out. The player will then have access to the deposit amount as a cash balance subject to all normal casino terms and conditions."

Thank you very much in advance for your reply and cooperation.

There was multiple deposits made, they have locked me out of my account so I'm no longer able to see my activity. But I'm pretty sure there was deposits made with bitcoin and with my debit card. And yes I received some money from them and yes it was available as my cash balance

I took a few screen shots of my convo with them and one of my withdrawal history. I don't know if this will help you or not

Did you get my reply and the photos

They closed my account so I can't log in to tell you exact numbers but yes they did pay out 150. And I made both debit card and bitcoin deposits multiple times. I'll attach the screenshots that I do have

Thank you, Christy and, for your reply. One last thing, please. In one of your previous comments, you mentioned: "I lost access to my email- so signed up with another email address and the casino closed out and were supposed to transfer everything to my new account."

Do I understand correctly that you have registered more than one account with this specific casino?

Yes, but I did so with them on chat, that way they could close out the original account that I no longer had access to.

Was there any activity in your old account, please? Why it was closed previously?

Yes there was activity on the old account, I had that account for a couple months. I lost my phone which had my passwords saved on it, so I lost access to the email I had used for that account and also to the password for the old account and since I couldn't get into the email I couldn't reset the password. So they told me to create a new account and they closed the old one.

Thank you very much, Christy and, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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. I appreciate the effort, time, & understanding that you have put into getting a fair resolution to this.

Hello Christy.

I am sorry to hear about your troubles.

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

After cross-checking this case, we believe that despite the terms being clear in this case: "maximum withdrawal amount", capping the money twice was also unfair.

We believe that Christy's bonus balance should be returned when she reversed the withdrawal. 

When the casino capped Christy's winnings the first time, she assumed that the remaining $150 was her real money. Because of that, we believe that the casino should improve the process to prevent confusion.

So please, Black Lotus Casino representative, consider this case from Christy's perspective and hopefully come up with a solution to compensate her.

Just to clarify when I closed out the bonus and they gave me the $150 the casino specifically said that the $150 was mine to do what I wanted, I could withdraw it if wanted ect.

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’.

Hello Christy.

Unfortunately, the casino is non-responsive. I contacted the casino representative via Skype, and she promised to respond to this complaint, but it looks like she lost interest in the case, or I don't know why she is not responding.

I would like to split the case into three parts:

Duplicate accounts:

Did the casino (support or chat) tell you to create a second account?

It is very important to know that at the moment of creation of your second account casino knew that this was your second account and agreed with that.

Communication issue:

Casino wrongly informed you about $150, which you won from a no deposit bonus. Unfortunately, I don't have a statement from the casino, but it looks like the information the casino gave you was misleading. I strongly recommend the casino improve this process.

Missing deposit issue:

After you finish the wagering, you should deposit to withdraw the bonus money. Because this was your second (new account), I believe the deposit was necessary. Here you failed, so we cannot accept the assumption that the money was yours. However, this part is dependent on the first part of the case (duplicate account) 

Because technically, you shouldn't take on the duplicate account the same bonuses (same no deposit bonus) All depends on how you communicated the issue about creating the second account with the casino. And what the casino promised you. Could you please check if you have some screenshots/emails about this?

Dear Christy,

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 forced to reject 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.