Black Lotus Casino - Player’s winnings were improperly deducted.

So I played and won $968. I withdrawaled $918 of that and left $50 in my account. This was on a Saturday. Then I won more whi h was $419. So I withdrawaled $319 and left another $100 in my account. Well I got ahold of them Yesterday asking about my $918 and was told it would be processed today. So when chatting with them today they said that my winnings were processed. Then after speaking with a lady on the phone due to my statement having a lot of weird things like flushing then corrections and reverse withdrawal on it, I was told to check my account in an hour. Well after looking at my statement again they deducted $100 from the $918. So I asked where it went then they said the wire transfer fee, which is only $20, so i am still missing $80 of that $918. Then she called me back and said I'm getting $80.00 back.....no I won $918 plus $319. Then the person that I chatted with online said they voided all of it. So in other words I won money, then they stole it and are not honoring my winnings.

Dear Sycknick86,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue with Black Lotus Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino in the past?

Do I understand correctly that all your winnings have been voided? Have you received any explanation from the casino about it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

So my verifications were completed. It was a friend referral which doesn't say bonus at all on my statement nor the email. I got none of my winnings at all. Also have screen shots of the amount that I am owed including the casinobsaying they owe me that amount. Now there was a $3 bonus but I didn't get anything from that. But this was after my winnings. The casino said it was a bonus which is why I didn't receive my winnings...but if that were the case why tell me I'm getting all of the money I won?

I would also like to add that she said since it was a bonus I could only get $150....well I left $50 in my account and won $419. If you want to get technical and it truly is a bonus or what not then part of the $150 that I'm suppose to get (minus the wire fee and bank fee which she then said $80.00) I used to win the $419. Because I havnt relieved anything from them. But like I said if it was a bonus then why tell me the $918 and $319 would be put into my bank account?

Well...I just recently tried to lod into my account, but now it doesn't even do anything. I'll enter my info then the screen just pauses and I can't get into my stuff. Also I tried changing my password which let me do so bit still can't even get into my account. They have not sent me any winnings yet nor have they sent me any emails. This is ridiculous!

I guess I didn't answer your other question either...when I started I put $50.00 into my account. And when I say friend referral I mean a friend sent me the link to join. So I'm out the money i put in myself and out my winnings. So the total is $1,237 anyways.

Thank you very much, Sycknick86, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

I appreciate it. So has there been any progress though? Because Like I said, I couldn't even get onto my account and the person acted like it never existed...I just want what's rightfully mine

Hello, Sycknick86,

I am sorry to hear about your issues. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Black Lotus Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Black Lotus Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Is his account blocked? If yes, what steps should the player take to get access to/unblock the account? Why have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Morning Branislav

I have reviewed the account and can see that the player won off a free bonus, as per the terms and conditions the player was paid the max off a free bonus which is $100 with the $20 fee being charged the player would receive $80. The rest of the funds will be voided as stipulated by the terms. 

The reason the player has not received the funds is due to the wire transfer returning as the details were incorrect. This has now been updated and the withdrawal has been re submitted. We are waiting for the Finance team to re-process. 

Kind Regards

Janine

So if I am owed 80 dollars, then wouldn't that 80 be part of the 416 bucks that I won? Also on the statement it doesn't say bonus at all. And I was told I would be getting all of my winnings numerous times and have the screen shots to prove that. I won 918 first. So if you say I'm only entitled to 80 bucks of those winnings, then what about the 416? I withdrawaled when I hit 918....so there for I can't win 2 times with 1 bonus. That just doesn't make any since... and my details were correct. I was told that my bank denied the transfer. Which they did because they don't except international transfers. But still missing the other winnings...

And once again they reversed the winnings so how do I even get the 80 that I am owed??? They keep reversing it.

And it still says they owe me 918. And there is no bonus.

So once again they said as you seen they only owe me $80.00. Well they credited my account $918.00 after my transfer was reversed for the 3rd time. So why give me $918.]0 if I am only suppose to have $100.00 (minus $20.00 for fee) ? That don't make any since. What about the $50.00 I deposited at the beginning when I first signed up?

Alright, thank you both for your replies.

Dear Black Lotus Casino team,

I would like to repeat a part of my previous post because we likely cannot move anywhere without the details.

"... is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Can you please send me the following:

• The player game logs showing transactions (deposits/withdrawals) and bonuses
• The user's transaction history and history of the bonuses used if they are not visible in his game logs
• The information on what particular bonus was used to accumulate the disputed winnings and where can I find its specific rules if there are any + what exact rules were breached or applied by the casino

Looking forward to hearing from you.

this is the amount they say they owe me know by the way. Supposedly it's been wired but still missing the other $416.00

Well here is my proof that they keep changing things and saying they owe me different amounts. Look all I want is what I am owed then I'm out of their hair. But I'm not going to have that much money practically stolen from me.

Hi Sycknick86

Please find a response from the payments team. With your updated complaint on the 22nd October - please confirm that you were informed of the re-issue on the 20th October? And if so has this not been received?

"The wire returned unpaid due to invalid bank details on the 13th of October 2023. We re-issued on the 18th of October 2023 and they were informed on chat on the 20th of October."

Regards

Janine

No still have not received it nor will the customer service give me a refrence number like I asked. Also the amounts keep being changed. I was told I would get all my winnings which is $918.00 and $416.00 which equals $1,334. Then I was told I'm only getting $100 minus $20 for wire fee whi h is $80. Then now I am being told I am getting $150.00. Then the other day I was told $150.00 minus $20.00 for the wire fee....which you all kept taking out a wire fee everytime I initiated one but never received payment. Still if you look at the statement it doesn't say I won on a (BONUS). It does show a bonus but that was after my winnings. Also how do you win on a bonus twice? Once you initiate a withdrawal that bonus is void. So if it were really a BONUS, then you'd still owe me $416.09 + the $150.0] from the so called BONUS.

Morning Sycknick86

It takes up to 10 business days for the wire to reflect. Chatting to the payments team this morning a POP has been sent through to you regarding your funds.

Regards

Janine

This is the last email I have gotten from the casino. No other messages have came through.

Still havnt gotten my winnings and I still day I'm owed all of my winnings considering it doesn't say bonus on my statement

Also the amount of times I was told that I'd get all of it and my statement and the fact you can't won off the same bonus 2 times. Idk. But this is ridiculous. I have been plenty patient and it's been over a month now.

Well it is Monday the 30th of October and yet I havnt gotten an email nor have I gotten my payment. I'm pretty sure that the wire transfer was initiated on the 18th....20th would be the latest, but I should still see that or my bank should be able to see that. Also still no refrence number... which normally there is one I do believe. What do I do now? Like I said I havnt received any messages or emails at all.

Dear Sycknick86,

10 business days from October 18, 2023, is tomorrow (November 1, 2023). Please, stay patient and wait a few more business days since the withdrawal process is not only a question of the casino's processes, but it also depends on their payment providers/processors (3rd party services), and from the point a withdrawal is processed on the casino's side, it cannot influence the process.

But, please, let us know on Friday (November 3, 2023) about an update. And, in case of a successful credit of a payment to your payment method, inform us about the exact amount.

Dear Black Lotus Casino team,

How much can the player expect to be credited to his payment method?

Please note there are still questions that you have not responded to at all and the necessary data/evidence that you have not provided so far to substantiate your claims and the casino's decision.

If anything from the complainant's disputed funds was confiscated, please, look at my previous post, answer the questions directed to you, and provide me with the requested details, or inform us if the casino is not able to provide us with the evidence. Otherwise, based on the missing evidence and depending on the player's update he will share with us on Friday, we will be forced to think about complaint closure, however, not in favour of the casino.

Looking forward to hearing from you.

They sent the payment to the wrong person and maybe even the wrong place?

this is were they sent it

Also they only tried to send $130....so where is the rest of the $1,100 dollars?

Never got any payment yet. It is now Saturday.

Also sent them screen shots of my bank statements and the POP they sent me.

Hi Branislav

As per your request please find attached screenshots on this player account as well as bullet points below:

• The player was paid $150 which was the initial winnings from a bonus as per the terms and conditions. 
•  The player only received $130 as the $20 went towards paying the international wire fees. 
•  The player got a referral bonus no deposits were made by the player on this account. 

• They built up the balance from this bonus 

• They made a withdrawal from the same winnings won from the $20 referral bonus. As per the terms and conditions the player is only entitled to $150 which is the max bonus rule on Black Lotus minus the $20 Wire fees the player was paid $130 

• We have sent the player the proof of payment showing that the funds were paid. The wire had returned due to incorrect banking details being added, the player then made another withdrawal with the correct details which was paid. 

• We have requested a statement from the player showing that they have not received the funds he keeps sending us screenshots of blank screens on his banking app. 

 

• The player needs to send a detailed statement which was reiterated to them which shows all transactions from the 18th of October which was when the second wire withdrawal attempt has not returned thus far. 

Regards

Black Lotus Casino

If ibsent blank responses then how are they showing up on this site just fine? Also you never contacted me about anything to due with any blank screenshots. So how would I have known? Also it still doesn't say bonus.....which you do have ones that do because it shows the word bonus....also once I initiated the withdrawal the bonus if it is a real bonus should have been void right? So where is the other amount of money that I won? Once again I will send you the statements but your the ones who entered the wrong information because my bank made me verify 3 times whT info I gave to you all. That's why I asked what you all put in for the info but was told you could only give me limited info even though it is my account.

As you can see like I told them....my statements are non existent because it's a new account I had set up just for my winnings. You will see my a count number and the dates that were searched. Same exact thing I sent them...

So like I said theyventered the wrong info and I never received a payment. Still even if I did doesn't explain why I am missing my other winnings. Like I said once a withdrawal is initiated the bonus is void. So please explain why the So called bonus wasn't void and why they kept giving me 918 back into my account when the transfer didn't work?

I still have not received any word about the statements I sent. My bank is a charles Schwab account which is the only one I could find to do international wire transfers. Also I have yet to receive a refrence number like I requested. Also they still havnt came up with a reason why I kept getting all of the money back if I only was suppose to have $150 - $20 = $130. I won 416 and 918.... they kept taken money away from the balance little by little.. non of this adds up. All they have to do is call the place they sent it to and tell them it was sent to the wrong place. The info I gave was correct.

I also put $50 into my account that they said I didnt....which okay then why give me all the winnings back more then once? Sorry I know I can be stubborn but this is getting ridiculous. If I knew I was gonna have to go through all of this I wouldn't have even played on their gaming site.

Also there picture they shared is from september.....I'm pretty sure this all happened in october...if you look at my screenshots.

Well it's been 3 days since the casino has communicated with me which wasn't by email but by posting on here. I have sent them the same thing I posted of my account on here, but yet I havnt heard anything once again. This is completely bad business and from what I have been reading online, this happens quite a bit. I've sent everything like I was suppose to also if you would like the Bank number Branislav or even the casino can have there number, just let me know. Because I have done my part and showed all the proof that I was asked for. Also when I made this account my checking account wasn't approved yet so I had to use my investment account....which my checking is active now but all I would have to do is transfer the money from one account to the other.

Dear Sycknick86,

What do you mean by "investment account", please? Are we talking about a personal account? Does this account belong to you, so it is possible to verify that it is in your name? Are you please aware that players are obliged to use only payment methods in their names, and using a 3rd party payment method (or any business payment method) breaches the casino's Terms and Conditions?

Unfortunately, although your screenshots contain information about the account number, I cannot see any information about the owner of the account there, and the date format is not clear. Do I understand correctly that it shows transactions/statements from the 6th of August 2023 until the 6th of November 2023? Is it please possible to generate a normal and classic bank statement showing your personal details, and account number for the period requested by the casino? Feel free to post it here or send it to my email (branislav.b@casino.guru).

I am afraid the provided screenshots do not meet common and standard conditions in order for the casino could consider it sufficient as a bank statement from your payment method.

In addition, you claimed that you made a deposit to the casino. When was this deposit made? From the screenshots provided by the casino above, I can see only $50,00 that was left in your account upon requesting the first withdrawal. Is that the deposit that you allegedly made to the casino? Did you make any real money deposits to the casino at all? If yes, when exactly and in what amount?

What should the screenshots of the bank statement from Lloyds Bank show to us? Should it be a confirmation that the $130 was successfully paid out? Can you please confirm you received the $130?

Dear Black Lotus Casino team,

Thank you for the additional information and clarification.

However, there are still questions that have not been answered completely yet, and a few more questions that arose.

Can you please send me the following:

• The complete and detailed player game logs showing transactions (deposits/withdrawals) and bonuses
• The user's transaction history and history of the bonuses used if they are not visible in his game logs
• The information on what particular bonus was used to accumulate the disputed winnings and where can I find its specific rules if there are any + what exact rules were breached or applied by the casino

If I understand it correctly, the casino paid out $150 ($130 after deducting a fee) to the player's payment method. What exactly do you need from the player to prove that the payment was not credited to his payment method? Can you please provide us with the payment method details to which the payment was sent?

You mentioned that "They made a withdrawal from the same winnings won from the $20 referral bonus." But, in the provided screenshots, I can see only 1 withdrawal request and $50 that was left in the player's account upon this withdrawal request. So, I think that the main issue is that the player continued playing with the winnings left in his balance upon making the withdrawal, right?

Were the wagering requirements and other conditions for the bonus in question completely met upon making this withdrawal? If not, what exactly was not met or what was breached?

If yes, and the player was entitled to withdraw the $150, why did the casino allow him to leave $50 from these winnings in his balance to continue playing? Did he see all those winnings as a withdrawable balance? Is there any rule stating that players have to request a withdrawal of the entire balance and that continuing playing means everything over the maximum cashout will be voided? Or, are players informed about it in another way?

Do I understand correctly that it would have been alright if the player requested a withdrawal of the entire balance (withdrawing the $150 - $130 after deducting a fee), and then deposited it back to continue playing?

If the bonus wagering requirements and conditions were completely met, should not it mean that he should have received $100 (deducting a fee) to his payment method from the withdrawal, while the $50 left in his account should be considered real money and not bonus money anymore ($150 together), without applying the bonus rules to these funds?

Feel free to use my email to share the necessary data and details (branislav.b@casino.guru).

here is my letter I got from them when I opened it. Showing my account number and all

Alright, Sycknick86. Thank you. So, you are the rightful owner of the used payment method.

Now, since I guess we have enough time until the casino provides us with another reply and additional information, please, answer the rest of the questions directed to you that have not been answered at all.

here is screen shots that are searched by date which shows I have had no money in at all. I only opened it for the winnings. Because my other bank wouldn't accept international wire transfers. Also this is a brokerage account....my

checking was not approved yet so they said I was able to use this one.

Dear Sycknick86,

What should the provided screenshots prove, please?

Above, I can see a bank statement (Lloyds Bank) confirming you should have received the payment of $130 that the casino claimed they sent to you. So what else do you expect on your Charles Schwab account if they did not send anything else besides the mentioned $130?

Have you ever made any real money deposit to the casino or not?

Anyway, we are still waiting for the additional information and details from the casino.

This is not my bank that they sent it to....they sent it to Loyd's Bank not to my Charles swaab bank account . So this proves A. I never got it and B. They sent it to the wrong place.

Also like I said. I never got my other winnings which I should have because the bonus is void once you initiate a withdrawal ...if it really even is a bonus? Also they put the winnings back into my account several times which clearly shows that if it were a bonus they wouldn't have gave me all that money back over and over. They also told me I would get all of my winnings numerous times. Also that Loyd's Bank is in Europe I think? I live in the US. ...they still have not sent any messages nor my payment either. I have them what they asked for over a week ago and they yet have responded. This is false advertising, theft of winnings, numerous lies ...I am definitely in the right on this one. I wouldnt have went through this trouble over 130$.. at all. I work for a living. But when you have over $1,200 or $1,300 straight taken from you with no real good proof or reason then yea I am invested into getting my money. That's all I want is my winnings and that's it. I showed my statement that I never got the winnings. Also if you look it's got some random guys name at the bottom middle of that statement.. .also they sent that to me weeks ago ...that's the PPO or whatever they said they sent me that I didn't get for over a week later.

So, Sycknick86, if I understand correctly, the bank statement from Lloyds Bank was provided by the casino, right?

It looks like it was issued with incorrect payment details. But, the correct one should be shown in the last screenshot provided by the casino representative here, in their last post above.

Therefore, I strongly recommend you provide the casino with the required bank statement from your Charles Schwab account. I explained to you above what is necessary to provide, and what information it should contain.

Have you ever made any real money deposit to the casino or not?

Dear Black Lotus Casino team,

It looks like we are stuck at the same point, again.

Please, look at my post added to this thread on November 14, 2023, especially its second part directed to you, answer the questions and provide me with the requested data/details.

Is it possible that the withdrawal of $130 was made with incorrect payment details?

Please note that the casino is the one who confiscated the player's winnings, so it should be able to support its claims and decision with relevant evidence, and it has not been sufficiently done yet, despite my several requests for the specific data and details during the course of the complaint. Therefore, take this as the last call for providing the requested. Now it has been more than a month since I asked you for it for the first time. If you fail to sufficiently answer my questions and provide me with the requested data, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly.

Thank you for understanding. Looking forward to hearing from you.

yes I deposited $50.00 at the very begining like I said

Thank you very much, Sycknick86! This is exactly what I needed to see.

Let's now wait for the data and details from the casino.

Hi

We are unable to upload any banking details to a player account. When the player initiates a withdrawal they enter their bank details. The casino does not enter the bank details on behalf of the player. 

It is the player's responsibility to make sure the bank details are correct. 

Regards

Black Lotus Casino

Umm .. your Casino has to enter the information and I did enter the right information. I even asked what you all put in on your end and was told that you could only tell me certain things but couldn't tell me everything which is odd because it's my account. Anyways....you had already told me what you put in so there for you entered the wrong info.....I verified with my bank 3 times and also you have yet to send it tonthe right place which you did not do yet? Why? I sent you the statements yet you refuse to pay me still? Let alone at least send me a message letting me know what is going on?

So when are you going to send my winnings to me? Like I said I sent the statement verifying I never got the winnings also the PPO you sent me shows you sent it to the wrong place.....just please give me my money so I can be done with this fiasco!

They even said if I prove that I did not receive the funds then they would send me my winnings.....well I proved it and from what I understand they are unwilling to pay me so do I get a lawyer?

Dear Black Lotus Casino Team,

Basically, I requested specific data from the casino at least 3 times in this thread. You received a warning but kept ignoring my messages/questions and requests anyway. Therefore, in accordance with the information in my last posts, I am closing the complaint as unresolved, and the casino's rating will be decreased accordingly.

Once you change your approach or way of cooperation, and you decide to provide me with the requested details/evidence, feel free to ask for reopening. We can review the matter and possibly reconsider our decision after receiving further data.

Dear Sycknick86,

Since we have not received sufficient answers or additional evidence from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend that you contact the responsible gaming authority - Kahnawake Gaming Commission (KGC), and submit a complaint to them (complaints@gamingcommission.ca). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

As mentioned, the casino can reopen this complaint anytime. Once it happens, you will be notified by email. However, it will be possible only after we receive all the necessary information and details previously requested.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru