The player from Poland faces issues with Lemon Casino, where his account is permanently locked due to claimed inconsistencies in his registration and verification details. Despite providing accurate information and proof of ownership for his deposit, the casino confiscated both his winnings of PLN 2,000 and his initial deposit of PLN 200. He seeks clarification on the inconsistencies and requests an independent review of the confiscation decision.
Lemon Casino - Player's account has been closed and winnings confiscated.
Opened
Current status
Waiting for Casino Guru to reply
6d 7h 48m 58s
Lemon Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 days ago
Translation
I created an account with Lemon Casino a few years ago. The last promotional emails I received from the casino were from 2022, and throughout that time, the casino has addressed me using the same name linked to my account.
On May 14th, I used my real-money deposit account for the first time. I deposited PLN 200 via BLIK from my personal bank account, played normally, and won the funds. I later submitted a withdrawal request for PLN 2,000.
As part of the withdrawal process, I was required to complete account verification. During this verification, I provided true and accurate personal information and fully cooperated with any additional verification or document requests.
About 7 hours later, I received an email stating that my account had been permanently locked due to an inconsistency between the information I originally provided during registration and my verification details.
The casino confiscated not only my winnings but also my originally deposited funds, despite the fact that the deposit was made from my personal bank account and I offered full identity verification and proof of ownership of the payment method.
After contacting support and explaining the situation in detail, I received a second response stating that their decision would remain unchanged.
I understand the casino's right to verify a player's identity and investigate inconsistencies in account information. However, I would like to emphasize that the casino did not specify which specific details were incorrect or inconsistent. I believe that the complete confiscation of both my winnings and my original deposit, without providing any details regarding the discrepancies, and without the opportunity to correct the information or conduct additional manual verification, was disproportionate and unfair.
I request an independent review of this matter, particularly regarding the confiscation of my deposited funds and the refusal to allow further verification despite my full cooperation.
Automatic translation:
Public
Public
16 hours ago
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.
Stay safe.
Public
Public
16 hours ago
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
