RESOLVED: White lotus casino stealing my money

I have registered and played on white lotus casino for a while when i noticed that EVERY deposit i made was paid TWICE from my account, so for every R100 deposit i have lost R200 from my bank account. Once i have won, i did contact the support about verification and did all the steps they wanted from me, once i did everything, they stopped responding, did not verify my account and still are stealing money from my bank account. No casino support will reply to me any more now.

Hello raze18,

Could you please send me your casino username in PM inbox and we'll contact the casino regarding your withdrawal issues. 

Hello raze18,

We've sent an email to the casino regarding your withdrawal issue. Please keep an eye on this thread for the updates.

Hello, thank you kindly for your help, but the reason for me to make this topic wasnt the withdrawal issue at all because i have lost the money already as i was waiting for them to verify my account, but the real reason is that every my deposit of R100 took R200 from my bank account what shows the casino isnt really good to play at. Not mentioning that while i was depositing, their support responded instantly and while i won and wanted them to verify my account, once i have sent all the documents they will not respond any more.

Summing it up i have given the casino over 300 USD on these double deposits and i got credited nearly 120 USD on my account in ZAR at all, so they have stolen around 180 USD from me like that. Any time i have tried to deposit, it said REJECTED and TRY AGAIN, so i just tried again never thinking about that the casino is scam and now after months i have found, that every REJECTED deposit was credited to me at all.

Hello raze18,

Thaks for providing us with a detailed explanation of your case. The Casino Representative advised us that your case is being investigated. As soon as we receive a reply from the casino, we'll get back to you.

Thank you again, your site is spark of hope in darkess of scam. 

I forgot to mention that the second deposit always worked, sothat was the reason i just always ignored rejected and tried again.

Hello raze18,

Thanks for the kind words! 

This is the reply we received from the casino:

"We have checked the palyer's account and reviewed all transactions and we have not received any duplicate transactions.

We are not aware if the customer’s bank has their own policies or fees, but we would strongly suggest that the customer contact their bank regarding these transactions.

We use only verified and trusted payment solutions providers and we have also asked them to check on all transactions as performed in this customer’s account.

A full audit will be carried out and any findings will be reported.

It would speed up things if the customer would provide a statement showing the double debited transactions with their reference information so that they know where to concentrate their investigations."

Could you please send the required documentatiton to the casino support team via email and they will investigate this further.

Thank you.

Hello raze18,

Here's the latest update from the casino:

"It appears that this customer is not aware that Jackpot Cash and White Lotus casino are in fact sister casino’s as the customer has accounts at both and has deposited roughly the same amount at both.

As Jackpot Cash and White Lotus are sister casino’s they use many of the same payment processors and the transactions will appear on the player’s statement with the same descriptor which may make it appear that that they are double transactions whereas in fact these are transactions made in White Lotus and Jackpot Cash.

If the customer compares his statement to the transactions as carried out at both casino’s we are sure he will note that it matches."

Please let us know if you've checked the statements for the transactions carried out at both casinos and if this matches.

In fact i know that and its just not real that i would open 2 casinos at once on my shitty mobile AND deposit on both in one minute. Also i play and deposit on casinos for really long time now and ot must have been tens or even hundred of thousands i have spent and never had any reason to complain so when i do, there is a reason. I could print screen the transaction and look into casino account history if i could see that even there.

I did contact my bank and i will wait for their response aswell and then i will update this topic. Thank you for all help till now you are really great!

Thanks Raze. If you manage to get any documents, please send them to the casino support via email and also to my PM inbox.

My bank statement says im paying to 3 different accounts, one might be apollo slots casino. On top of that they have BLOCKED my credit card over 15 days back or even longer for jackpot cash so theres no chance for me to deposit there even if i wanted to "double deposit" on both casinos and then start all this hassle for few dollars, the reason isnt the money at all but the fairness they lack on all the lines.

Hello raze18,

The Casino Representative has advised us that you still haven't contacted them nor provided a statement as requested. He says they pulled a list of all your transactions from the servers and will compare them across their brands. However, they need you to contact them directly and send them the statements as requested. 

Hello, they did not reply once while i tried to contact them multiple times before creating this topic. Yesterday my bank contacted me and told me that the money are not stolen, but also not denied, so i cant use these until casino denies it or 30 days pass without casino accepting it. So the problem might be just their payment operator not denying the payment. Also it might be almost month for me since i have sent documentation they asked and my account still wasnt verified. If after the 30 day period ill get my money back, i dont care at all since im not likely going to play there again after what i have seen and i dont want to waste your free time, so i would let you know after 30 days if i got the money back or not.

Hello id love to let you know that all the money i did not have on account went back to my bank account after 20 days and some went to my game account so i could play with it. So i got all the money back, but still wasnt approved for white lotus or apollo after sending documentation nearly month ago. Getting no reply at live chat or thru email.

Hello raze18,

Thanks for the update. We'll contact the Casino Representative again. Keep you posted.

Hello raze18,

Casino Represenative says that you were requested to provide a completed credit card verification form in Apollo Slots and White Lotus brands along with the rest of the required KYC documents. However you never replied to them.

As you're probably aware, most online casino’s do not process cash outs without the customer having completed the verification/KYC process.

Please reply to their email and send them the documents they've requested, otherwise there's nothing we can do to help you.

I requested and sent documentation for both apollo and whitelotus email as they asked with the document printed from both casinos as they asked and photos of my credit card and ID as they asked, also sent one more email asking them if i will ever be approved after a week, but no reply ill this day... 
Sent both emails to both casinos at on 8.10.

Hello raze18,

Could you please let us know if you managed to complete the verification and receive your payment, so we can close this complaint.

Hello raze18,

Could you please let us know if you managed to complete the verification and receive your payment, so that we can close this complaint and mark it as resolved.

Hello raze18,

Since we haven't heard from you regarding the resolution of this complaint and the Casino Representative says that your case has been resolved, we're going to mark this complaint as resolved.