Lotus Asia Casino, Black Lotus Casino, Fonecasino Support and Complaints Thread

Hello Dsgleason54, 

Thank you for sending your casino username via private message. We've contacted the Casino to look into your case. Please keep an eye on this thread for any updates. 

Ultramonster has disabled my account and blocked me from messaging them when I requested to withdraw 500 out of 1,100$

Hello Dsgleason54,

We've got the update regarding your case. The Casino Representative informed us that your account is closed by request and they are unable to reopen it. If you would like to inquire about anything else please let us know. 

Hello Dsgleason54,

The Casino Representative contacted us with a request to refer you to their live support. As they've worked internally on your case you'll have to contact them through a support agent. Please let us know if you resolved your issue with the casino after contacting and speaking with the live support agent.

I NEVER ONCE ASK FOR MY ACCOUNT TO BE CLOSED THATS THE THING THEY CANT PRODUCE ANYTHING or show any proof that I said that they are liars!!!

@Dsgleason54,

Did you contact the casino support team directly as advised by tough_nut?

@Dsgleason54, do you have any updates, please? 

We consider this case closed since we haven't heard back from the submitter of the complaint. 

Yes and they did nothing but give me the run around iv jumped through all there hoops and still keep me locked out 

Case closed iv been messagein tough nut this whole time I didn't know it didn't notify me when we comment on this thread so I had no idea u even said this 

No they will nothin for me I thought that's what u guys did obviously they are rippin me off why would they do anything for me ur gonna have to go a step ahead of the reps 

Hello Dsgleason54,

I've received your messages and I was waiting for you to send the screenshots you wanted us to send to Casino Representative. Anyway, we'll contact them again now and inquire about the status of your case. Keep an eye on this thread for any updates.

Hello Dsgleason54,

The Casino Representative got back to us with requirements that you need to fulfill in order to re-activate your account. Please check your PMs as I've sent all the details there due to privacy reasons.

hi i need some help and understanding of a bonus i have with black lotus.  i tried chatting with support and still didn't understand and they told me to call the toll free number in which was not the correct number for the casino i was referring about.  i did however get the number from one of my emails and through lcb chat.  when i called they said i have met playthrough but still need to play a little more, but i dont understand that.  

so my bonus was from an email stating to contact support for a "congrats you did it" bonus.  after contacting support i recieved a $40 cash bonus with a playthrough of $2400.  surprisingly i have met playthrough requirements and this is what the bonus page now tells me:

Active Bonus

You currently have an active Operator Bonus (Bonus applied by operator on 6/7/2023 5:04:03 AM).

The amount of the bonus was $40.00. Any winnings from this bonus up to a maximum of $40.00 will be redeemed to your cash balance once playthrough is met. Terms and conditions may apply to any withdrawal you request after completing this bonus.

The initial bonus amount of $40.00 is not redeemable for cash.
More Info

You have achieved $2,400.00 of $2,400.00 playthrough required.

100%

and it then gives me the option to cash out bonus. when i contacted their live support i just got more confused heres our conversation:

Zoey
We’re turning up the heat this summer with FAST WINS...It’s DOUBLE TICKETS Week at Lotus Players Club! Every $25 you deposit is TWO tickets closer to the one of THREE dream cars.
Zoey
Hi Melissa
MELISSA
hi i was wanting to know what happens after you met playthrough
MELISSA
i had an ecard congrats you did it bonus
MELISSA
but not sure what cashout limits are
Zoey
you can continue playing your bonus until its finished or forfeit the remaining bonus to be able to make a withdrawal
MELISSA
until its finished?
Zoey
Yes
MELISSA
like saying i play all the winnings??
MELISSA
lol id like to cash out some winnings
Zoey
the bonus that is still available
Zoey
How to view bonus wagering

Select Cashier, click on Bonus, Under the active bonus section you will see the bonus progress bar with the percentage achieved and required.

Just below the bonus progress bar, you will see the current bonuses that you have already claimed which will only become active once playthrough has been met or when you play down the active bonus.
MELISSA
so play down to how much that is
MELISSA
ive met 100 percent of playthrough it says
Zoey
but your bonus still has a remaining balance , you can either play it or forfeit it Melissa
Zoey
How to forfeit an active bonus – Chat

Select Cashier, click on bonus, view the active bonus then select forfeit.
MELISSA
thats kinda what i am confused on, the way i read it is that once playthrough was met it would deduct winning up to max allowed
MELISSA
and when i forfiet it it just takes away the extra im not allowed to have
MELISSA
it wont take it all right? what is the max cashout from the bonus?
Zoey
No , just the remaining amount $40
MELISSA
sorry im slightly new to all this and i dont wanna mess up cuz i dont know
MELISSA
ok so when i forfiet the bonus i get 40 left in my account
Zoey
your balance will be decreased with that amount that is not played
MELISSA
ok so i have 160 now if i forfeit the bonus it will leave me with 40 correct
Zoey
160 less 40 is 120
MELISSA
Any winnings from this bonus up to a maximum of $40.00 will be redeemed to your cash balance once playthrough is met.
MELISSA
thats what the bonus page says
MELISSA
so im reading it as ill have 40 left when i cash out bonus. im so confused
Zoey
then you can continue playing the active bonus to redeem the amount as cash Melissa
MELISSA
i dont understand what that means
MELISSA
play it down to 40
Zoey
Please call in to our contact center so we can explain to you telephonically rather Melisssa
MELISSA
okay\
MELISSA
im so sorry
MELISSA
can you tell me the number
Zoey
No worries , i think its the texting that is making you confused on the line you will understand better
MELISSA
ok can you tell me the number to call
Zoey
USA Toll Free: 1800 253 5048
Zoey
Is there anything else I can assist you with today?
MELISSA
no thank you
Zoey
It's a great pleasure to see you gaming with us. Enjoy the rest of your day.
MELISSA
you too and thanks for trying to help me

so you see i am really confused i dont understand if ive met playthrough why i need to continue playing and phone support said i just need to play a little more however my max cash out from this bonus is 100.  so if im to understand all this i need help.  right now i have $141.20  on bonus side.  i just dont wanna do it wrong!!!!! thanks 

username is miskatlyn 

email is miskatlyn@gmail.com

Hello Miskatlyn,

What we can conclude from your explanation is that you claimed a bonus that has a max cashout of $100. When you finish wagering, the bonus amount is deducted, which in this case is $40, and you will be able to withdraw what is left on the balance, if it is not more than $100. Knowing this situation that you currently have $140 on your balance, our advice is to request a withdrawal, the bonus amount will be deducted immediately and you will be able to get your $100.

Hope this will help.

ok, i guess im just focused to much on the part that says "Any winnings from this bonus up to a maximum of $40.00 will be redeemed to your cash balance once playthrough is met"  because i have met play through but yet nothing has been redeemed to my cash balance.  and when i called they said i had to keep playing just a little bit more and then it will let me know when i am done with my bonus requirments.  but if i keep playing i might not have the 100 to be able to withdraw

Hello Miskatlyn,

Please try to withdraw the money but be sure that you have enough to make a request. Hope that is now more clear for you and please let us know when you make it happen.

Thank you in advance.

they said i had to cash out/forfiet my bonus first, which i did.   that then turned my 140 bonus cash into 40 cash, which is not enough for a withdraw in which i tried playing to get to withdraw amount and lost it all.  my luck as always!!!

Hello Miskatlyn,

Sorry to hear that this happened to you. Unfortunately when you loose your money, there is no way to get your money back, so with this being said we are not able to help you. Hope that you will have better luck in further entertainment.

Thank you for understanding.

Hello, I just have a question for the Rep, need to verify something that I was told by the customer service chat rep. Is it true that the maximum you can withdraw is double the sum total of all of your deposits (Ex: if I have deposited a total of $200 worth of Bitcoin then the maximum I can withdraw is $400)?

That's what I was told and I've never heard of anything like that at any other casino.  What if you hit jackpot?  Unless you've made a metric ton of deposits you wouldn't be able to withdraw it.  If that is the case then it just makes everything feel... I don't know.... disingenuous 

Hello EMacAttacks,

We will ping Casino Rep in order to clarify those concerns for you. Once we hear back we will let you know.

Keep you posted.

Hello EMacAttacks,

We haven't received any updates from Casino Rep. We have sent them a reminder email in hopes that we can get some proper information regarding this case.

Keep you posted.

Thank you.

Hello EMacAttacks,

We are still without any response from their side regarding this matter. We will ping them again in hopes that we can get a proper clarification.

Keep you posted.

Thank you.

Hello EMacAttacks,

Casino Rep got back to us and said that she will update us once she hear back from a relevant department. 

Keep you posted for any updates.

Hello EMacAttacks,

We've got a response from Casino Rep:

“To answer the player's question. When a player makes a deposit and doesn't claim a match bonus or claim a match that is under 100%, whatever they win from their own funds they are able to withdraw all the funds. 

 The restrictions come when the player claims a match bonus that is over 100% they are only able to withdraw $1000 as that is the maximum withdrawal rule. "

Hope this will help.

Thank you for your patience.