Lemon Casino - Player’s account has been closed and balance canceled.

Over six months ago, I submitted a request to delete my account due to a lost email address. The day before yesterday, I created a new account to which I deposited money and wanted to verify my account. I received a message that I already have an account, but it's inactive, and that you're suspending my account and "cancelling my balance" for that reason. I'd like to receive only the profit from my deposit, which is 6,350 PLN, not what I won.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request you sent to the casino when you wanted to close your first account? Did you receive any response from the casino back then? Kindly forward me the entire communication regarding this issue at [email protected].
• Am I correct in understanding that you have not accessed your first account at this casino for more than half a year? Was there any time when you accessed both of your casino accounts simultaneously?
• Has your first account been fully verified?
• What was the balance in your first account at the time you requested its closure?
• Have you played with bonuses in any of your accounts?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Dear Veronika and Casino Guru Team,

Thank you for the opportunity to present our position regarding this matter.

The player requested the permanent closure of their account more than six months ago. According to our Terms and Conditions, creating a new account after such a self-exclusion constitutes a breach of the rules and normally results in the full cancellation of both winnings and deposits.

However, after reviewing the case, we decided to make an exception in good faith.

We offered to:

• Restore the player’s original, fully verified account.

• Transfer the full winnings from the new account, amounting to 15,263.50 PLN, to the balance of the original account.

Before proceeding, we requested the player’s written confirmation that:

• They were voluntarily requesting the reactivation of their account.

• They understood that the previous closure was due to personal reasons, not related to responsible gambling.

The player provided this confirmation in an email dated 11 August 2025, after which the funds were transferred the same day and the account was reactivated within the timeframe indicated in our correspondence.

This matter has therefore been resolved in a way that allowed the player to retain full access to their funds, even though according to the Terms and Conditions such funds could have been voided.

Kind Regards,

Lemon Casino Representative

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear boatzhw5859,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika