The player from Portugal had his No Deposit bonus winnings blocked. After a closer examination, we ended up rejecting this complaint as unjustified.
Black Lotus Casino - Player’s withdrawal has been denied.
Amount: €150
Black Lotus Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Black Lotus Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
My problem is in the same situation as all the others who complained here, I made use of a no deposit bonus which I would have to make a 60x rolover ie 1800 € which was made, and I had 150 € that I made withdrawal for my neteller account, now comes the question of excuses, this and that and value in the account nothing. As I ask for my 150 € because I have done everything, now I see that there are many more, why and that these sites are not banned from the internet and continue to let them continue to deceive people - either one or pay to continue or cease to exist.
Automatic translation:
Public
Public
3 years ago
Dear Joao,
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 completed the account verification successfully in the past? Did you receive any explanation from the casino why your withdrawal has been rejected? Could you please advise if you have deposited any funds into your account?
I have checked general bonus terms and conditions, and this is what I found https://www.blacklotuscasino.com/terms-and-conditions:
"Player’s that have never deposited at the casino may only make a withdrawal on any bonus, free spins or loyalty points once a real money deposit has been made. The deposit made will not be combined with the withdrawal amount, but rather placed in the Player’s account once the withdrawal has been paid out. The Player will then have access to the deposit amount as a cash balance subject to all normal casino terms and conditions."
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
Public
Public
3 years ago
Translation
Good afternoon.
Bearing in mind that the respective bonuses that say I used were not created, I offered them on the part of the casino, according to whether when offering they gave this information and of course the deposit would be made before using. But then I ask, because the casino knowing who has this rule allows the system to accept a second bonus if the deposit is not made, the clients cannot receive the winnings, and only afterwards and who comes with this excuse? And everything a means to not pay any amount won. 1800 € with a 30 € bonus and I used this bonus after using one of 60 freespins that was offered to me by the casino. Now I ask. If you asked for a deposit to be able to make the withdrawal, because it had never been done, until then I accepted, but leave people use the bonus, make a rolover and after it is done and the withdrawal request is made, I think they are acting badly. Because we already have a 60x rolover, a limited cash out and now we can still put an end to it all an obstacle to people not being able to win air nothing without making a deposit .... misleading advertising. I only have to mention that I will follow on social networks and all Casino Monitors not to indicate this casino WHILE MY MONEY IS NOT PAID € 150. I AM NOT THE FIRST OR WILL BE THE LAST TO BE ENGANADO.PEDI LECANTAMENTO BY NETELLER.
Automatic translation:
Public
Public
3 years ago
Translation
Exactly making a deposit all right, among bonuses I don't see, none of that, and it doesn't even make sense. And just to keep the money and not pay.
Automatic translation:
Public
Public
3 years ago
I’m very sorry, Joao, but still I don’t understand if you have deposited any funds into your account, or not yet.
Public
Public
3 years ago
Translation
I didn't deposit, because they said that the deposit had to be made between the two bonuses ... and an excuse. If it was just for depositing I had deposited it to confirm the player account as and in many casinos and had withdrawn. I am no longer entitled to the winnings because I did not make that deposit between the two bonuses. which is not normal, and my account now shows my withdrawal request rejected and says that a correction of the amount was made by the admin and I will not have that amount in my neteller account as requested.
Automatic translation:
Public
Public
3 years ago
Thank you, Joao, for your reply. Could you please forward your cashier and bonus histories to petronela.k@casino.guru?
Public
Public
3 years ago
Translation
Good afternoon, I sent to the email prints of the section that shows the information, a lost bonus, which gave me another € 30 to which I made the rolover and then I placed the € 150 order for neteller, which was in Pending status and passed to Reversed, and then comes the indication of admin to make Corretion Completed of the same 150 € .and I still haven't received anything in my account.
Automatic translation:
Public
Public
3 years ago
Dear Joao,
Could you please advise if you have activated second No Deposit bonus in your account by yourself or it has been done by the casino?
Public
Public
3 years ago
Translation
I was the one who put the WINBLACK code indicated on the website.
Automatic translation:
Public
Public
3 years ago
Thank you, Joao, for your reply. I have checked the terms and conditions again, and this is what I found https://www.blacklotuscasino.com/terms-and-conditions:
"No Player may redeem two non deposit bonuses consecutively. However, if a Player succeeds in doing so, then any winnings will be forfeited."
Could you please advise if the winnings from both no deposit bonuses have been cancelled?
Public
Public
3 years ago
Translation
I won nothing with 1 and the other was canceled
Automatic translation:
Public
Public
3 years ago
Thank you very much, Joao, for your reply. Unfortunately, I have to say that the casino has a right to confiscate your winnings from the second consecutive No Deposit bonus. If you’ve accumulated your winnings using the first free promotion and then they were confiscated, we would definitely intervene and try to help. Unfortunately, that’s not the case.
I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I wish I were of more help. Thank you.
Public
Public
3 years ago
Dear Joao,
We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
Public
Public
3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
