Black Lotus Casino - Player's winnings partially confiscated due to bonus issue.

They gave me bonus that I had to complete before I withdrew any funds. I completed that bonus which allowed me to withdraw my winnings. I tried withdrawing my funds of 1200.00 after completing my bonus. I call the operator and she told me I wasn’t getting all my funds due to a bonus. I explained to her I completed my bonus, that y’all ask me tocomplete,why can’t I withdraw all my funds. They are taking $300.00 out of my winnings after completing what they ask me to complete.

Dear slimslow31,

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. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello I had a bonus on 7/19/2023 bonus number is 33669703. I completed my bonus on 7/21/2023. I accumulated my winnings after completing the bonus at the Black Lotus Casino. I’m looking for a withdrawal of an amount of 1200.00

Can you please verify if the deposit amount was $50 and the rewarded bonus amount was $100? Could you please forward your entire bonus game session (game history) to petronela.k@casino.guru? Thank you in advance.

Hello I’ve sent everything you ask for

ive sent everything through your email you provided

Indeed, I have received 92 emails from you. However, I must kindly inform you that it is not feasible for me to review each of them thoroughly. Please understand that if we were to receive nearly a hundred emails from every complainant, addressing a single complaint would require an extensive amount of time, possibly weeks.

Instead, I checked the general bonus terms and conditions, and this is what I found (here):

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.

Could you please clarify how much you received from your requested withdrawal?

Thank you for providing the forwarded screenshots. If I understood correctly, you made a deposit of $50 and received a $100 bonus. After winning $1,200, $200 were deducted, and you eventually received $1,000. Is that correct?

Hello that’s not correct. I couldn’t withdraw any funds until I completed my bonus after completing the bonus I won $700 then $500 and haven’t received anything.

But the payments were both processed on the 21st of July, is that correct? How much is your active balance now, please?

Yes it says processed on the casino app but nothing has been submitted to my bank account

Hello I’m writing you to let you know has nothing posted to my account

Hello can you tell me when will the casino release my funds?

Thank you very much, slimslow31, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, slimslow31!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello please invite who you have to so I can receive my winnings.

Hi slimslow31

Payment of $980 was done successfully on the 27th July at the processor via ACH Transfer and confirmed at your bank on the 1st of August.

Please confirm that you can see the amount from PY37575590 descriptor between the 27th July and 3rd August, if not please can you forward your statement to us so we can further investigate.

Regards

Janine

No nothing has posted to my account yet.

Hi Slimslow31

Please find attached the POP showing that payment was sent. As mentioned if you do not see this please can you send through a statement - unfortunately the screenshots attached are hard to manage. If you can please attach one statement with the specific days mentioned and we can then query this with our bank.

Regards

Janine

Dear slimslow31,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My winnings was $1200 I didn’t receive all my payment

slimslow31, if I understand correctly, you have received 980$ and there is still 220$ in your casino account. Is that right?

Hello and yes I’ve received $980 but I cashed out $1200 so yes I’m waiting on the casino to deposit my $220

Black Lotus team, is there a reason on why player's remaining funds have not been withdrawn yet?

Hi Pavel and slimslow31

The reason that the full amount was not paid out is looking at your account we can see that you won from a match bonus greater than 100%. As per our terms below any winnings from a match above 100% $1000 will be paid and the rest of the funds will be voided. 

I am querying why the balance paid out was $980 and not $1000 and will get back to you as soon as I have this answer.

Regards

Janine

Hello it was $1200 the casino only deposited $980. The casino needs to deposit my $220

Morning slimslow31

As mentioned in the above comment block the winnings came from a match bonus - our Terms show that any winnings that come from a match bonus a maximum of $1000 would be paid out. The reason for the amount being $980 is due to the $20 fee applicable on a wire payment processed.

slimslow31, as my colleague Petronela and the casino representative have already mentioned, you have won your funds using the deposit bonus, therefore, according to bonus terms, your maximum winnings deriving from the bonus are limited to 1000$. Casino has sent you 980$ using 20$ for paying the commission. At this point, I would say that this complaint can be considered resolved. If you have any questions, please, let me know. If no, then I will close this complaint.

Dear slimslow31,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I still have no understanding why I wasn’t giving my whole $1200 after completing the bonus?

According to the casino bonus rules maximum winnings from the deposit bonus are limited to 1000$. It means that if player has won sum that is greater than 1000$, they will get only 1000$.

That’s not fair.. I will be using Red Dog Casino from now on they or way better than Guru casino thanks for nothing

Please, note, that almost all casinos have terms and conditions regarding maximum win amounts from bonuses, so, please, pay attention to such rules.

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also I would like to thank the casino with the assistance with the issue.

Best regards,

Pavel K

Casino Guru Team