Lemon Casino - Player’s account has been closed without explanation.

While playing in accordance with the rules and having already completed over 70% of the required wagering, my account was suddenly blocked without any prior warning. A few hours later, I received only a brief message via WhatsApp stating that "by decision of the management, the account has been closed."

No explanation was provided, and I was denied access to both my account and my funds. The casino itself prevented me from completing the bonus wagering, and is now refusing to pay out the winnings I earned fairly and in line with their terms.

This appears to be a deliberate attempt to avoid paying out a larger sum. For months, my emails have gone unanswered, and any attempts at communication have been ignored or dismissed with vague responses.

I have also sent formal notices to the casino requesting a settlement of the matter and payment of the owed amount. Unfortunately, these efforts have gone completely unanswered.

I feel deceived and treated in an extremely unfair manner. I am requesting your intervention and a thorough investigation into this case. I demand the full payout of the funds owed to me, along with a clear explanation of the reason for the account closure.

Dear LukaszLukasz,

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 confirm that you have passed the KYC verification?

Could you please specify the bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Dominika,

Thank you for your message.

Yes, I have successfully completed the KYC verification. The issue is related to the bonus from the Treasure Boxes.

I will send you all the emails I have sent to the casino to your email address. Unfortunately, I have not received any response to any of them. I feel totally ignored by the casino.

Best regards,

Lukasz

Dear Ms. Dominika,

I would like to inform you that I still haven’t received any response from Lemon Casino regarding the issue I previously reported. My messages have been ignored, and there has been complete silence from the company’s side.

I kindly ask for your assistance in addressing this matter. I trust that with your support, I will finally receive a response and this issue can be resolved.

Best regards,

Łukasz

Dear LukaszLukasz, have you ever created or used more than one account with this casino, even in the past?

Did you use any VPN or proxy services while playing or registering?

Did you fully comply with the bonus terms (e.g. maximum bet size, excluded games, wagering time limit)?

Have you ever self-excluded or had restrictions due to responsible gambling measures at this or a sister casino?

Dear LukaszLukasz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.