Black Lotus Casino - Player’s withdrawal has been declined.

I received my checks via FedEx, one for $2400 and chance and one for just over $1000. My bank (usaa) processed both and then they came back due to bank of Canada saying funds were not available.  I contacted black Lotus and was told to ask for the returned checks, RIP them up, take pictures,  and email at info@blacklotuscasino.com. I have been playing with them for a couple of years and have never had this problem.  I have another check I submitted for deposit ($1000) and I am sure it won't clr

Dear Dave,

Thanks for submitting your complaint and I’m so sorry about your unpleasant situation. Could you please answer a few questions so that I can fully understand what the issue is? First, I would like to ask if you played with any bonuses from these withdrawals? If yes, could you confirm which bonus it was? Also, did you successfully pass their KYC (verification) process in this casino? Have you ever made a successful withdrawal from this casino before?

Also, could you please forward any relevant communication between you and the casino to satrio.y@casino.guru? Please note that sometimes emails from casinos can end up in your spam folder, so make sure to check there, too. Thanks so much in advance for your reply.

Best regards, 

Satrio

Dear Dave,

Thanks for your email. I have contacted the casino representative regarding to this issue. Hopefully, they will get back to us with a relevant explanation soon.

Best regards,

thank you!

We would like to ask the Black Lotus Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Dave,

The casino is refusing to participate in this tread. As they failed to respond in the set of given time frame, we do not have any option than to make the complaint as ‘unresolved’.

Also, the casino promised to get in contact with you about this case and please inform us with the outcome. Thank you in advance

Best Regards,

Hi Dave,

Could you please give us an update on your complaint? Thanks so much in advance.

Finally, after several weeks they returned the funds to my account online. I received a check in the mail today and will update once it clears. However, I did part of the withdraw using wire transfer and the funds posted today (6 days). I will say, once the right people got involved, they have been very responsive and have made several follow up calls. 

Thank you for confirming, Dave. Yes, please keep me updated.

Regards,

Dear Dave,

Could you please give us an update on your complaint? Thanks so much in advance.

The player confirmed in our email that his issue is resolved.

Thank you for both parties, Dave and Black Lotus casino for using the Casino Guru complaint resolution center. We are glad to hear this issue got resolved. We will now mark it as 'resolved' in our system.