Black Lotus Casino - Player’s $12,000 winnings are being withheld by casino.

Certainly, Gary. Here's a version of your request in the first person, addressed to the relevant officials:

To Whom It May Concern,

I am writing to express my deep concern and disappointment regarding a recent incident involving Blacklotus casino. I would like to bring to your attention the following issues.

I won a jackpot of $12,000 at Blacklotus casino, which I believe was rightfully mine. However, the casino is withholding my winnings, citing terms and conditions that I contend are outdated and incorrect. This situation has compelled me to explore the legal implications and potential consequences for the casino.

Firstly, it has come to my attention that the casino's terms and conditions may be in violation of existing gaming regulations. The use of outdated or inaccurate terms raises questions about the casino's compliance with the laws and regulations designed to protect players like me. I believe this is a matter that requires investigation to ensure fairness, transparency, and compliance within the gaming industry.

Moreover, I would like to highlight the significance of the casino's actions in terms of the agreement between the player and the casino. If my winnings are being unjustly withheld based on faulty terms and conditions, this potentially breaches the terms of our agreement.

Furthermore, I am considering the possibility of seeking assistance from news outlets and government agencies to address this issue, given the potential for damage to the casino's reputation. Negative publicity could affect the casino's standing and, in turn, its ability to maintain the trust of its clientele.

I am reaching out to request your guidance and intervention in this matter. I am prepared to provide any necessary documentation and evidence to support my case. I kindly ask for your assistance in resolving this issue in accordance with the law.

Thank you for your attention to this matter, and I look forward to your response.

Sincerely,

Gary John Brandt Jr (Gary Brandt)

Dear gjohn709,

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. 

• Do I understand correctly there was an active bonus on your account when you won the jackpot?
• Could you please specify which rule or reasoning is the casino using in order to withhold your winnings?
• Have you completed account account verification in the casino?
• Kindly send me the correspondence between you and the casino so we may better understand what the core issue is. My email is tomas@casino.guru

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

Demi

Hi, welcome to the casino. How may I help you today?

gary

hello i just won a jackpot

Demi

CONGRATULATIONS !!!

gary

thank you what do i need to do to be able to cash out some

2 hours, 5 minutes ago

Hayden

Hi, welcome to the casino. How may I help you today?

Please wait for an operator to respond.

You are now chatting to "Hannah"

Hannah:

Hi, welcome to the casino. How may I help you today?

gary:

hello i need a manager please

gary:

i need to know why i can get my winnings

"Demi" has joined the chat.

gary:

hello

Demi:

Kindly hold while I access your account,

Demi:

Thank you very much for patiently holding

gary:

yes your welcome

Demi:

Please be advised that the reason why you cannot get your winnings as yet its because you have an active bonus so you need to play on that bonus first and then you can initiate a withdrawal

gary:

no that is not why even if i play thru it i was told my winning would still not be paid

gary:

though i have made a deposit on the account and that your terms and conditions are out of date and show many inconsistacies and i was told i would get a call back in 15 min over two hours ago from a manager.

gary:

this will be the second time you guy take my winnings and your terms and conditions have so many things that are incorrect like the fact that it says you provide withdrawls with skrill though u do not

Demi:

Please hold for me I will be with you shortly

gary:

yes of course

Each person I speak to is giving me one reason or another and even if I offer to forfeit the bonus and allow them to remove the amount for playthrough from my winnings they are still citing different reasons that they can their terms and conditions are poorly maintained and the management staff is providing inadequate and non-valid reasons for withholding a cash only jackpot as no bonus money can be used in jackpot games

Do I understand correctly you contacted casino support before you cleared the wagering requirements for the bonus?

Have you since completed the wagering of the bonus, please?

Did the warning from your last post appear prior to you winning the jackpot in this game?

I have Cleared the wagering balance and requested a 1500.00 withdrawal through Bitcoin. I have also deposited a 20.00 deposit to see if they will honor it. Yes, it always pops up at the start of a jackpot game.

They took all my winnings every last penny.

Thanks for the update.

• Do I understand correctly you completed part of the wagering of the bonus by playing the game on the screenshot? (Dream Wheel)
• Could you please send me the communication from the casino in which the casino gives a justification for voiding your winnings? If the casino referenced any particular rules being broken please include them.

I'll await your reply.

The reason they said that I was not able to receive and the reason they voided my winnings was because they would not honor the 12,000 win. They gave no reason, and when I called, I was told that a manager would contact me back. I have yet to hear anything, but my balance is gone. And they are not honoring anything. They are a sad excuse for a business. They are scam artist and should be shut down, and I am doing everything in my power to find a way to have them closed.

Thank you very much, gjohn709, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you gjohn709 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Black Lotus Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

I am hoping for a resolve as well as I did think they were a good casino even referring some friends to them but if they can't find a middle ground with me then I know they will lose some business. But I think they are a just and reasonable people's let see if I'm right?

Hi Peter and Gjohn

The winnings came from a Free Bonus and only after the player won was a deposit made. Please find communication from our finance team:

"We have gone through this account and can confirm that the player was declined the withdrawal due to winnings being from a free bonus.

The player only made a deposit after they had won from the free bonus which had converted to cash which was then forfeited by the finance team due to the consecutive bonus win."

Regards

Thank you for the clarification Black Lotus Casino representative.

Could you please provide me with a transaction history where it would be visible that the player had consecutive bonus wins to my email address? (peter.c@casino.guru)

Thank you in advance!

But they have a outdated and inaccurate terms and conditions as such how am I to know if they give me bonus to play on how can it be okay or a good business practice to take that money away to forfeit the bonus and take those funds back is one thing but to keep all winnings from a player is poor business to say the least and I have also contacted the organization that deals with their licensing if u walk into any casino in the world and use free play they give u and win they don't keep that money and to clear this up I won't off of a loyalty bonus not free play I had to earn that loyalty bonus. But again their terms and conditions are out dated and I can show proof to that fact so how am I to know what the current terms and conditions apply,when others do not. Poor business practice none the less

Don't give customers bonuses if they are made slaves to your finance team this is why your casino has poor rating everywhere I have looked and tell you another thing your customer service is lacking I have spoken to every representative you have there 13 of u and a supervisor and no matter what you guys are proving to be thieves and in that a bad choice for anyone who thinks you would be trusted or considered a good choice for there money is sad and what about my winnings from my money added you took that as well almost a 1000 dollars of that. What do you have to say about that look at my play by play any money won after my deposit should be mine according to your outdated terms and conditions please clarify and show just cause for that thievery.

Morning Peter

As per your request please find attached the transaction history screenshots.

Regards

Black Lotus Casino

That is not what was asked for show me where those winning were won from bonuses because i remeber that they were loyalty spins that i won that on which i have to earn point to use and in doing so i have not only earned the points then also did the play thru and then after doing that you took the winnings and didnt give me the money won from my 20 dollar deposit instead you took everything, thats greed and poor buisness.

Dear Black Lotus Casino, could you clarify if the winnings were generated by the free bonus or the loyalty spins as the player has mentioned?

Thank you in advance!

Morning

A loyalty bonus is regarded as a free bonus as per the terms and conditions. 

The player only made the $20 deposit after they won from the bonus. As mentioned in the terms that should you win from consecutive bonuses the withdrawal will be voided as it is in breach of the bonus terms. 

Please find attached a snippet from our terms.

Regards

Black Lotus Casino

An Authorized Client Provider and to the extent it is appropriate, a holder of Casino Software Provider Authorization, must not have access to funds in a player’s account except as follows: (a) to debit to the account, a wager made by the player or an amount the player indicates the player wants to wager in the course of an authorized game the player is playing or is about to play; (b) to remit funds standing to the credit of the account to the player at the player’s request; (c) as otherwise authorized under these Regulations

An Authorized Client Provider, and to the extent it is appropriate, a holder of Casino Software Provider Authorization, must ensure that: (a) the authorization holder’s liability for player balances is separately identifiable at all times; and (b) player balances and prizes, bonuses and guaranteed amounts Regulations concerning Interactive Gaming 13 Onerahtohko:wa/May 2020 58 are covered by liquid funds at all times and that upon request the Commission is provided proof of same. 

An Authorized Client Provider, and to the extent it is appropriate, a holder of Casino Software Provider Authorization, must, at the request of a player in whose name a player’s account is established, once the player’s identity has been verified, remit funds in the player’s account to the requesting player as soon as practicable after receipt of the request.

A player's account must be established in a manner that allows a player only to: (a) have direct access to funds in that account; (b) use some or all of the funds in that account to play an authorized game offered by the Authorized Client Provider; (c) obtain the balance of funds in that account and close the account; or (d) obtain the whole or part of the amount paid into that account as a prize in an authorized game or as authorized by the Authorized Client Provider or the Commission

https://gamingcommission.ca/wp-content/uploads/2023/08/RegulationsConcerningInteractiveGaming.pdf

The casino is not only breaking regulations within the canada company that licences it it is voiding money that was won of a loyality bonus and as such because of the need to play to recieve is not under the bonus stipulation but under prize winnings and available as liquid funds but are mine withing the regualtions set for and any rules or terms and conditions as set forth by any Authorized Client Provider will become null and void.

If a player in an authorized game conducted by an Authorized Client Provider wins a monetary prize, the Authorized Client Provider must immediately credit the amount of the prize to the player.

The Commission's logo must be prominently displayed on the Authorized Client Provider's website with a notification that complaints may be addressed directly to the Commission. The Commission’s logo must be properly linked to a Certificate of Good Standing, issued by the Commission.

Both rule of the gaming commision that provides black lotus there rules and regulations surproceed any set forth by black lotus and as the loyality is a prize and not a bonus. All winnings should be paid to me. But i have been willing to come to aggreement black lotus has not. I have foward all information to the The Kahnawake Gaming Commission

Dear gjohn709, as you have contacted the Kahnawake Gambling Commission it would be best to wait for them to make a decision on your complaint. I will close this complaint as 'unresolved' for now, please let me know how the authority responded to my email (peter.c@casino.guru). I'm sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear gjohn709,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

The lack of responsiveness and dismissive attitude displayed by Black Lotus Casino throughout this ordeal has been deeply frustrating and disheartening. Despite my repeated attempts to engage with them through various channels, including texts, voicemails, and letters, they have chosen to ignore my concerns and push me aside. This level of disregard for customer satisfaction and basic communication standards is unacceptable and speaks volumes about their lack of professionalism.

What's particularly troubling is the apparent willingness of Black Lotus Casino to operate in a legal gray area, taking advantage of lax regulations and exploiting loopholes to their advantage. By choosing regulatory bodies known for their leniency and questionable ethical standards, they seem to believe they can bend the rules and act with impunity. This not only undermines the integrity of the online gambling industry but also erodes trust in the fairness and transparency of their operations.

Their insistence on retroactively classifying loyalty spins as bonuses, without clear and explicit language in their terms and conditions, is a clear example of deceptive practices. Loyalty points, earned through consistent gameplay, should not be treated in the same manner as bonuses, which are typically awarded as incentives. By manipulating definitions and changing rules arbitrarily, Black Lotus Casino is betraying the trust of its customers and jeopardizing its own credibility.

Furthermore, their refusal to honor a jackpot rightfully won by a player, based on arbitrary reinterpretations of their guidelines, is deeply concerning. This not only demonstrates a lack of respect for their customers but also raises serious questions about their commitment to fair play and ethical business practices. As a result of their actions, I have not only distanced myself from their services but have also actively discouraged others from engaging with them.

In conclusion, the behavior of Black Lotus Casino underscores the need for stronger regulatory oversight and enforcement in the online gambling industry. Their disregard for legal and ethical standards, coupled with their dismissive attitude towards customer concerns, paints a troubling picture of their business practices. It's imperative that steps are taken to hold them accountable and ensure that such behavior is not tolerated in the future.

Dear gjohn709, thank you for the clarification. It is difficult for us to make a clear decision from all the information provided and if the regulator body isn't able to help either we are forced to close this complaint as 'uncertain case' which will negatively affect the casino's rating.  I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Thank you for your cooperation during the process.

Best regards,

Peter