Black Lotus Casino - Player’s winnings have been capped.

I have made multiple deposits with casino. I played a bonus through and my amount able to withdraw was $10000. I requested the withdrawal. I was told to wait 48 hours for the finance team to approve it. I waited the time then I was told that I’m order to have my withdraw accepted I only needed to make a Bitcoin deposit bc I was withdrawing via Bitcoin, I asked if I made the deposit would my requested amount then be accepted and clearly they stated yes . In the end they only allowed me to withdraw $900 never denying my original withdraw they lead me to believe I was going to receive the entire amount and never changed the amount or denied my request. In the end they said I played a bonus so I could only receive $900… they told me this after sending me $900 of my $9000 requested. My withdraw was accepted they said but never changed the amount . I feel like they should have denied my amount and made me ask for the lower amount if I was in fact limited due to a bonus.

Dear Clayton,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I understand your frustration, but unfortunately, some casinos deduct the winnings over the limit only upon withdrawal. Would you be so kind and post here the link or a promo code to bonus you activated? I would like to check the bonus T&Cs to see if there was any limit indeed.

Additionally, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

House

Even though I logged out and then log back in like hours later and continue playing then but that still be on the bonus

I apologize, Clayton, but I am not sure I understand. How does this relate to our case? At first, it seemed the complaint was about reduced winnings. Could you please elaborate?

I'm asking if I logged out wen I was on that bonus then logged back in aam I still on the same bonus

I’m very sorry but you haven’t answered any of my previous questions. Please check my previous replies and try to assist. All requested information is essential if we wish to proceed with the case. I would like to know:

• Which bonus did you activate?
• How much did you deposit and what was the amount of bonus you received?

Also, you still haven't sent me any communication between you and the casino. Please, forward it to kristina.s@casino.guru. Thank you in advance.

Dear Clayton,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I deposited 20$ and I dont remember witch bonus they said I was on

As you can see where it says I want $10,000 above it it says Maximum cash out $10,000

I am sorry Clayton, but I don't understand what this screenshot represents. Please post here the full picture with clarification or a better description.

I would also like to point out that I checked the General T&Cs and I found this:

"6.2 Match Bonus offers greater than 100% are subject to a maximum withdrawal amount of $1,000 and need to be wagered through 60X. The remaining balance will be voided."

If you don't remember which bonus you claimed, please post here or forward me (kristina.s@casino.guru) your bonus history.

Lastly, I am still waiting for the communication between you and the casino. Please understand that all the required information and evidence (as well as your cooperation) is essential for us to proceed with this case. Thank you in advance.

Is their a number I can call you on

No, Clayton, we do not solve complaints via phone calls. Please, provide all the required information, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Yes my girlfriend won $1,000 on a no deposit bonus code she logged in under my phone number but used her email and now they are saying that they're not going to honor our thousand dollars because she has to duplicate accounts but then the reality of it is it's just logged in on my phone and use her own g mail. She was playing separately on her on recognize can they do this or not

Is this complaint about your girlfriend's winnings that she has won with her account? If that is the case, please instruct her to file an official complaint and we will try to help as soon as possible.

Dear Clayton,

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.