Lemon Casino - Player's account has been closed and winnings confiscated.

Konto założyłem w Lemon Casino kilka lat temu. Ostatnie e-maile promocyjne, które otrzymałem z kasyna, pochodzą z 2022 roku i przez cały ten czas kasyno zwracało się do mnie, używając tego samego imienia połączonego z kontem.

14 maja po raz pierwszy skorzystałem z konta z depozytem na prawdziwe pieniądze. wpłaciłem 200 zł przez BLIK z mojego osobistego konta bankowego, grałem normalnie, wygrałem środki. Później złożyłem wniosek o wypłatę kwoty 2000 zł.

W ramach procesu wypłaty byłem zobowiązany do zakończenia weryfikacji konta. Podczas tej weryfikacji podałem swoje prawdziwe i prawidłowe dane osobowe i byłem w pełni skłonny do współpracy przy wszelkich dodatkowych kontrolach lub prośbach o dokumenty.

Około 7 godzin później otrzymałem wiadomość e-mail z informacją, że moje konto zostało trwale zablokowane z powodu niespójności pomiędzy informacjami pierwotnie podanymi podczas rejestracji a moimi danymi weryfikacyjnymi.

Kasyno skonfiskowało nie tylko wygrane, ale także moje pierwotnie zdeponowane środki, pomimo faktu, że depozyt został złożony z mojego osobistego konta bankowego i zaoferowałem pełną weryfikację tożsamości i dowód własności metody płatności.

Po skontaktowaniu się ze wsparciem i szczegółowym wyjaśnieniu sytuacji otrzymałem drugą odpowiedź, w której stwierdziłem, że ich decyzja pozostanie niezmieniona.

Rozumiem prawo kasyna do weryfikacji tożsamości gracza i badania niespójności w informacjach o koncie. Chciałbym jednak podkreślić, że kasyno nie sprecyzowało, które dokładne szczegóły były nieprawidłowe lub niespójne. Uważam, że całkowita konfiskata zarówno wygranych, jak i mojego pierwotnego depozytu, bez podania żadnych szczegółów dotyczących rozbieżności, a także bez możliwości poprawienia informacji lub przeprowadzenia dodatkowej ręcznej weryfikacji, była nieproporcjonalna i niesprawiedliwa.

Wnoszę o niezależne rozpatrzenie tej sprawy, zwłaszcza w odniesieniu do konfiskaty moich zdeponowanych środków i odmowy zezwolenia na dalszą weryfikację pomimo mojej pełnej współpracy.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Has the casino indicated that there might be a problem with approving specific documents?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

I mainly played slot games.

The casino did not indicate any issue with my verification documents themselves. The issue mentioned by the casino was only related to discrepancies in the registration details entered years ago when the account was created.

I honestly do not know exactly which registration details were considered incorrect because the casino never specified this clearly. I only know that my first name was correct, because for years I received promotional emails from Lemon Casino addressed to me by my real first name.

It is possible that I made a mistake while registering the account years ago and entered some information incorrectly while filling out the registration form too quickly.

No one from my household and no one using the same IP address has created another account at Lemon Casino.

I activated a deposit bonus when making my deposit, however I first played using my real money balance and later canceled the bonus before requesting the withdrawal.

I deposited 200 PLN using my personal BLIK payment method connected to my own bank account and I was fully willing to complete verification with my real identity documents.

Best regards,

[Redacted]

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Attila,

As requested, I am forwarding the documents that I previously provided to Lemon Casino during the verification process. Additionally, I am attaching confirmation of my BLIK deposit/payment.

I am also including the communication between me and the casino’s customer support team.

Thank you for your time and assistance.

Best regards, [Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Lemon Casino representative to join this conversation.

Dear Lemon Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora, Dear Player

Thank you for bringing this case to our attention.

First of all, we would like to acknowledge the player’s frustration and disappointment with the outcome. We fully understand how concerning it can be to have both winnings and deposit withheld, and we appreciate the opportunity to clarify this situation in a transparent manner.

After carefully reviewing the details of this complaint, we can confirm that:

Account verification

During the standard verification process, our system identified inconsistencies between the data provided at the time of registration and the information submitted during KYC.

To clarify, the discrepancies specifically concerned:

• the player’s last name
• the player’s date of birth

These are required to confirm account ownership and ensure compliance with our security and anti-fraud policies.

Applicable Terms & Conditions

Section: 02. Definitions and general information:

" Registration Form - a form that the Player is obliged to fill in with his true personal data in order to create a Player's Account;"

Section: 05. Registration, point 2:

"The Player registers only on his own behalf. Registration can only be made by a natural person. During registration, the Player is obliged to provide his / her real, current and complete identification information about the identity, date of birth, place of residence, email address and current phone number. The Player may be asked to provide copies of documents such as: ID card, passport, driver’s license, proof of residence and/or bank statements issued to the Player's name in order to verify and confirm the correctness of personal data provided during registration."

Additionally:

Section: 05. Registration, point 7, specifies that:

"In the event that Lemon Casino has reason to believe that the information provided is incorrect, we have the right to suspend/close the User Account by retaining all funds available in the account."

• These rules are in place to protect both the players and the integrity of the platform, and they apply equally to all users without exception.

Regarding the player’s explanation

We have carefully reviewed the player’s statement indicating that the discrepancy may have resulted from an unintentional mistake during registration.

While we do understand that such situations can happen, especially during quick registration, identity data such as name specifically is considered fundamental and must be accurate from the outset. For this reason, even unintentional inconsistencies in this field are treated as a serious breach of the registration requirements.

Communication and clarification

We would also like to acknowledge the player’s concern that the specific inconsistencies were not clearly explained in our initial communication.

Although our support team did respond to the player’s inquiries and the decision was communicated without delay, we sincerely apologize if our previous responses did not provide sufficient clarity regarding the exact nature of the issue. We understand that this may have caused additional confusion and frustration.

Decision outcome

Based on the verification results and in line with the Terms and Conditions, the account was permanently closed and the associated funds were confiscated.

We understand that this outcome may feel strict from the player’s perspective, especially given their willingness to cooperate and provide additional documentation.

At the same time, we must follow measures that are essential to maintain a secure and fair gaming environment and to prevent potential misuse of accounts.

We hope this helped clarify the initial concerns and remain fully open to cooperating with the Casino Guru team and are ready to provide any additional internal evidence required for an independent review.

Kind regards,

Casino representative

Rozumiem stanowisko kasyna w sprawie danych rejestracyjnych i szanuję znaczenie procedur weryfikacyjnych.

Chciałbym jednak powiedzieć, że byłem skłonny do pełnej współpracy i pełnej weryfikacji w każdy dodatkowy wymagany sposób. Dostarczyłem prawdziwe dokumenty tożsamości i zastosowałem własną metodę płatności.

Przed dokonaniem wpłaty skontaktowałem się nawet z czatem na żywo, ponieważ chciałem się upewnić, że moje konto może zostać poprawnie zweryfikowane. Poinformowano mnie, że weryfikacja odbędzie się podczas pierwszego procesu wypłaty.

Gdybym wcześniej wiedział, że wystąpił problem ze szczegółami rejestracji, natychmiast skontaktowałbym się z pomocą techniczną, aby poprawić lub wyjaśnić informacje przed złożeniem depozytu i zagraniem. Konto powstało dawno temu i naprawdę nie zdawałem sobie sprawy z rozbieżności, dopóki nie rozpoczął się proces weryfikacji.

Rozumiem, że zasady są ważne, ale mam nadzieję, że okoliczności tej sprawy, moja współpraca i chęć pełnej weryfikacji mojej tożsamości również zostaną wzięte pod uwagę.

Dear Lemon Casino,

Thank you for your response.

To allow us to independently assess whether the confiscation of the player's funds was justified, could you please provide me with the registration details originally entered by the player and the corresponding details submitted during the verification process, specifically regarding the surname and date of birth?

Additionally, please confirm whether any concerns other than these discrepancies were identified during your investigation.

You may send the requested information directly to my email address: barbora.p@casino.guru.

I look forward to your reply.

Dear Barbora,

I would like to confirm that the requested documentation has been provided directly to your email address.

To clarify your question: no further irregularities or concerns were identified. The decision to restrict the account was based solely on the standard KYC proceeding that revealed discrepancies between the data provided during registration and the identity details available on the document submitted during the verification process.

Kind regards,

Casino representative

Dear Lemon Casino,

Thank you for the information provided via email.

I have replied and will await your response.

Dear player,

I have received an update from the casino.

The casino has agreed to refund your original deposit of 200 PLN. However, the account closure decision will remain unchanged.

To proceed with the refund, the casino requires a PDF confirmation of your deposit. Please send it directly to support@lemon.casino and let me know once you have done so.

Dear Barbora,

First of all, I would like to sincerely thank you for your time and effort in handling my complaint and for helping me secure the refund of my original deposit. I truly appreciate your assistance.

I have already sent the PDF confirmation of my deposit to the casino by email as requested.

However, I must admit that I am disappointed with the casino’s final decision regarding my winnings. In my opinion, if the casino has acknowledged that the deposit was made from my own bank account and agreed to refund it to me, this also confirms that the funds used for playing belonged to me.

Since no other irregularities or fraudulent activity were identified during the investigation, I believe that no one else could have been the person playing on the account and winning the money. I was the one who deposited the funds, played the games, and won the winnings.

I respect the mediation process and appreciate all your efforts, but I wanted to express my sincere disappointment with the outcome and kindly ask whether there is still any possibility for the casino to reconsider its position regarding the confiscated winnings.

Kind regards, Marcel

Dear Marcel,

Thank you for your message and for confirming that you sent the requested document to the casino.

I understand your disappointment with the outcome. However, after reviewing the evidence provided by the casino, it was confirmed that there were significant discrepancies between the information entered during registration and the details shown on your identification document. Given the nature of these discrepancies, we do not see sufficient grounds to dispute the casino's decision regarding the winnings.

On a positive note, the casino has informed me that the refund of your original 200 PLN deposit has already been processed.

Please let me know once you have received the refund.

Dear Barbora,

I would like to confirm that I have received the refund of my original deposit.

Thank you for your time, effort, and assistance throughout this complaint process. I truly appreciate your help.

Kind regards, Marcel

Dear marcelo1230,

I'm glad to hear that you have received your deposit refund and that this matter has now been resolved. We will mark your complaint as "resolved" in our system.

Thank you for your patience, cooperation, and for keeping us updated throughout the process. I hope our assistance and explanations helped you better understand the situation.

Should you encounter any issues with this or any other online casino in the future, please don't hesitate to contact our Complaint Resolution Center. We'll be happy to help.

As you know, our services are completely free of charge, and we do not accept any gratuities. However, if you have a moment, we would greatly appreciate it if you could share your experience with our team on Trustpilot. Your honest feedback and any suggestions for improving our complaint resolution process mean a lot to us and may also help other players who are considering reaching out for assistance.

Thank you again for your cooperation, and we wish you all the best.

Kind regards,

Barbora Pallas

Casino.Guru