Lotus Asia Casino - Player's winnings have been reduced.

on 1/12 I logged in and I had 350 in my account I thought there was a error and it was from me playing the previous day so they gave me my money from a winning or I thought I just didn’t play all my money that is what I assumed well I played off the 350 that was in my account and I hit up to 41000 off it.. they will not pay me the money because they are saying it was a bonus.. I never asked for that bonus and I was never offered to it and what it says on my statement is " operator forfeit" I am currently still fighting with them they said I only get 1000 dollars.. I will be filing a lawsuit on them I already contacted my lawyer and he will be contacting them.. all I want is my winnings.. shame on them.. and I will let the whole world what kind of people/scammers they are.

Dear Kahleecarol3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am sure you understand that money doesn't just magically appear in your account and if you aren't sure where it came from you should always get in touch with customer support before you start playing. Have you contacted the casino when you noticed that there were funds in your account that you were not sure about?

Could you please post here a screenshot of your bonus history?

Did the casino clarify which bonus was credited to you?

Thank you very much in advance for your reply.

Best regards,

Kristina

It was from a bonus "something bonanza" is what customer service told me but I told them I didn’t ask for the bonus and I wasn’t informed and they said they sent an email so I just searched high and low for an email and there is nothing from them saying anything about my account being credited…. And when there is a game error or glitches funds do magically appear just informing you there.. I have had it happen but usually there is an email with it saying we had an error and we owed you but I didn’t receive no emails or anything about the 350 getting added to my account even if it’s a bonus they are supposed to notify me this is them saying 4000 comes to my account but I have not received 4000 yet

This is the "bonus" that I was never informed about. because in there terms and conditions we are supposed to be notified and told about it or offered it not just given.

I should add I only won 4000 off the 350 I deposited money since then and I had over 40,000 in winnings but I did deposit on the 16th and I hit 16000 after I did deposit

Thank you for your reply, Kahleecarol3. I am sure you understand that what I meant to indicate was that if money randomly appears somewhere, there is most likely a good explanation for it. Well, since you clearly mentioned you noticed new funds in your account - did you ask the casino about it before you started playing?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kahleecarol3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.