Black Lotus Casino - Player’s struggling to withdraw their funds.

It says I have an active bonus & can not cash out. It says it is from 12/24/20 that is 2yrs ago & when I ask how I can see that in my account the chat agent ends our chat. 5 different agents ended the chats. I only wanted some help. So it says active bonus but this says otherwise.

Active Bonus

You currently have an active Free Bonus (Welcome Bonus claimed 12/24/2020).

The amount of the bonus was $55.00. Any winnings from this bonus up to a maximum of $165.00 will be redeemed to your cash balance once playthrough is met. Terms and conditions may apply to any withdrawal you request after completing this bonus.

The initial bonus amount of $55.00 is not redeemable for cash. 

More Info

You have achieved $3,300.00 of $3,300.00 playthrough required.

100%

Pending Bonus

BonusDescriptionBonus AmountPlaythrough RequiredMax Cash OutThere are no Pending Bonuses

Dear nancyq723,

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. Do I understand correctly that your winnings have been accumulated from free bonus solely? Have you tried communicating this issue with casino directly?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 

Dear nancyq723,

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.