Black Lotus Casino - The player's winnings were voided.

I shared the app with a friend and got a bonus for it and won and they say I can't get the money cuz I got it on a bonus but the term say I can get the money I met all the wagering rules

Hello Daddy1220,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Black Lotus Casino. Please allow me to ask you a few more question before we would move forward.

Are you fully verified in the casino? Did you ever deposit into the casino? Could you please specify the promotion a little more detailed? Did you contact the casino with this issue? If yes, how did they explain the delay?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

How did I breach bonus terms?

I got a bonus for referring a friend and on that bonus I won enough to be able to cash out cuz the system wouldn't let me cash out till I won enough when I did win enough I cashed out waited 2 days and they denied it?

Dear Daddy1220,

Could you please answer to my previously given question? It would be necessary to know all the details to have a better insight into the case.

When I opened the account in April yes I made a deposit but when I won the money I had a $40 bonus for referring a friend, I kept playing untill the system would let me try and withdrawal so I know I met the wagering requirements cuz the first time I attempted to withdrawal it said I hadn't met the wagering requirements than the next time I tried it allowed me to. Than I called them to see what I needed to do to verify to get my winnings ASAP and the guy had me send in a selfie of me holding my ID after submitting that I asked him what the next step was he said he would double check my account to make sure everything was kosher. He than told me I had to wait the 48 hours for them to review and approve it

Other casinos would tell me that I may have to make a deposit before I could try cashing out when i call to talk over the phone about completing what ever I need to do to withdrawal.

I did what the dude told me was required to request a withdrawal and yes I'm fully verified on the casino and yes I've made a deposit before when I tried contacting the casino about the issue they just told me that I breached the bonus terms when I asked how I did that they never replied

Thank you Daddy1220 for providing all the information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.

Wish you best luck in resolving it.

Regards,

Nick

Hello Daddy1220!

I will take care of your complaint from now on. I would like to invite representative of Black Lotus Casino into this complaint in order to provide us with an explanation and help us resolve the issue.

I have asked my team and ypu are trying to withdraw bonus funds which is not allowed in the casino.

Please relate to the terms and conditions

Dear Black Lotus Casino,

Could you please specify which section of your terms and conditions are referring to? I went through your terms and conditions and here is what I've found:

"19. Unless specifically stated otherwise, the MATCH BONUS amount is considered NON-REDEEMABLE and will be removed from the amount of your withdrawal request. Withdrawal requests made for less than the minimum withdrawal amount of $100, will be reversed back to the Player’s Casino account."

Since the amount of the bonus as it was described by the player was $40, I do not see any reason why the winnings shouldn't be payed out even after deduction of the bonus amount from the amount requested for withdrawal.

This was not a match bonus.. it was a free referral bonus

But than why would the system let me on every casino I've ever played on including yours if there is something preventing me from cashing out it won't even let me start the process a thing will pop up stating that you can't

On any free money given at any casino there is most usually playthrough..

Ya and untill you meet that playthrough the system won't allow you to cash out. Which your system let me cash out the 2nd time I tried the first time I opened it and it said I had no money I could cash out so I kept playing than he said I could cash out

The 2nd time I tried it said I had 300-400 I was able to cash out I can't member the exact amount but it's cuz I met the playthrough requirements

Just thinking about this even more is upsetting cuz it's pure greed why you won't pay when your suppose to it's not like y'all are broke what's 300 to the thousands or even hundred thousands going in every day

Dear representatives of Black Lotus Casino,

Could you please specify if the bonus in question is simply not withdrawable for any player, or is it just in this particular case? Could you also provide us with the terms and conditions of this bonus? Could you also explain the fact, that there was a withdrawable balance after the player's successful wagering of the bonus?

Please understand, that the surrounding details are quite incomprehensible for us to conclude this situation in a correct way.

We would like to ask Black Lotus Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response 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.

As the casino is licensed by Antillephone Curacao licensing authority, I'd like to suggest an option to raise the complaint with this authority. In case of any information needed, please contact me via my email address: martin.d@casino.guru.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.