I have been playing in Lotus group casinos without problems for more than a year (first deposit 11 May 2013) until 11 August 2014 when they have excluded me from all 3 of their casinos (Lotus Asia, Black Lotus, Fone Casino). I was trying to find reason why and answers through email communication for a week with a support stuff, but that was bad idea. They were not giving me answers, ignoring my questions and proves, lying about my last deposit and refused to refund me, and finally stopped responding at all. So I am forced to make a public claim, at least to warn other players on their unprofessional, unfair and corrupt behavior.
So let's start from beginning. Their official explanation for my exclusion is "high bonus ratio". And they pointed me to their bonus terms, as I apparently broke their bonus terms.
First and most important thing - there is no mention of phrase "bonus ratio", neither in their general nor in their bonus terms and conditions (last check today 21 August). So player doesn't know about it until is notified from them. And when is notified, like in my case, then it's too late. Excluding player due to "high bonus ratio", the term not mentioned in terms and conditions and for which player doesn't know, is very unfair and unprofessional.
Of course, I have tried everything to understand that reason for exclusion, "high bonus ratio". So I have sent them 8 emails trying to find answers on following questions:
- What is the bonus ratio formula, i.e. how the bonus ratio is calculated?
- What is mine exact bonus ratio?
- What is the limit number in percentage when the bonus ratio becomes (too) high?
- What is my total amount of used bonus and total amount of real cash won playing bonus?
Of a 3 persons of their stuff for email support, no one has not answered me on any of my above questions, they have totally ignored me. Partially helpful was chat operator whom I contacted immediately after the exclusion, who said that my bonus ratio is 254.61% and the bonus ratio is bonuses claimed over deposits. However that means nothing without confirmation of a support stuff, like they didn't want to confirm that.
And now comes interesting part. Obviously the bonus ratio, according to chat operator's words, is somehow related to total deposit amount. I have stated several times in emails to them that I have made 18 deposits to Lotus group casinos (Black Lotus, Lotus Asia, Fone casino) with a total amount of $370. Indeed total deposit amount is related to bonus ratio, and that's why one of their support has reviewed my account regarding my deposits, and stated that my total deposit amount is $240 !
It is hard to believe - they cannot do a simple thing of correctly summarizing my deposits. They have missed for more than 50%, as my total deposit amount is $370. After that I have sent them all my transactions details of deposits from my Skrill and EcoPayz accounts and 1 about my Credit card deposit. They have received those transactions details and didn't do anything regarding that.
So, as they have wrong info about my total deposit amount which is actually higher for more then 50%, they have wrong info about my "bonus ratio" which is actually much lower. Because they are related - it's simply matter of a math. They didn't want to tell me exact formula how the bonus ratio is calculated, but if we use chat operator's words about it, it is something like this: total bonus used / total deposits made = bonus ratio.
I suppose they have intentionally presented much lower total deposit amount to justify "high bonus ratio" and reason for my exclusion.
Now something about bonuses, for which they didn't want to tell me anything about. I don't know how much is total amount of my used bonuses (don't have access to account anymore so I cannot calculate them). If we use above formula for bonus ratio and my actual total deposit of $370, it appears that my total of used bonuses is about $940. No way that is so high - because I have used only 1st welcome bonus for deposit match offer, and all my 17 subsequent deposit were without any bonus attached. So are left free bonus codes and free tournaments won, and my estimate of total bonus used is about $500.
Of all that bonuses, now I remember that I have actually won (i.e. made bonus play-through for cash-out) only ONE free bonus for cash-out of about $200. ALL my others bonuses were lost. So I have deposited $370 and made cash-out of about $200 of one free bonus.
And finally the ugly part of this story. I have made my last deposit of $20 on 9 August and immediately put that money in their 2 Manic Monday tournaments (blackjack and slots, with buy-in of $10 each) which took place 11-12 August. I have been regular player in their real money tournaments and made most of my cash-outs winning top positions in them.
But as I mentioned on start, I was excluded on 11 August so I couldn't play them. That's why I have asked them for a refund of my last deposit.
I couldn't believe their support member T.B. answered that I have played video poker with my last deposit and that's why they cannot refund me. It is simply a lie, I didn't played video poker but joined tournaments. I have tried to explain him several times but nothing. He could easily check if I joined these tournaments or not - but obviously doesn't want to.
Unfortunately due to my exclusion I wasn't able to take screenshot of my position on leader-board in 2 Monic Monday tournaments held 11-12 August. But there are other players playing same tournaments, and they could see my nick "nex" on leader-board - with starting credits untouched due to exclusion.
So apparently reputable casino is lying to save $20. What to say about it?
To conclude this complaint - they owe me a reason for unfair exclusion and they owe me $20 of my last unused deposit left after exclusion. I will not accept their totally arbitrary reason which is "high bonus ratio". Especially because:
- that phrase is not even mentioned in their terms and conditions
- they didn't provide me any explanation about it, neither some info or warning prior the exclusion, nor after that, despite my numerous questions about it
- I have won only one free bonus of about $200 so there is no way I have abused their bonus system
- they have wrong info ($240) about my total deposit amount, which is related to bonus ratio, and didn't do anything when I have sent them proves of my correct total deposit amount ($370) - for that reason I will send those proves (transactions details of all my deposits) to Askgamblers
I hope at least that my experience will help other players who play in their casinos - beware of their unmentioned and arbitrary term "bonus ratio".