Lemon Casino - Player’s account is closed and funds are inaccessible.

Hello, Lemon casino asked me for documents when I tried to withdraw for the first time. I sent all of them, even a confirmation of a deposit by blik check from another person (this was the reason for blocking my account according to them). The casino blocked my account. I had a lot of deposits there and no withdrawals. They accepted the rest of the documents they requested earlier. This situation took place at the turn of last year. Please give me my money back.

Dear ryb1337,

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.

Am I correct in understanding that you made deposits using a payment method registered in someone else's name?

When exactly did this happen?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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

-It was blik cheque registered not by myself. Someone else did. I just place numbers of blik cheque and amount and pin for this cheque by my friend when I was making deposit. I asked this person to send me bank confirmation of this payment that casino asked me (I have no mail from casino for now) so I sent it to lemon casino.

-The situation had place maybe December last year

-I had no active bonus. This winnings was from my deposit straight, without bonus.

Dear ryb1337, I have checked the terms and conditions, and this is what I found:

„9. The User guarantees that in order to deposit the User’s Account he uses only the credit card, bank account, or any other payment method and solutions that he owns.

10. Making deposits to the Player's Account for purposes other than participation in Games, in particular for illegal purposes (e.g. money laundering) is prohibited. Deposing funds from crime and other illegal activities are also prohibited.

11. Lemon Casino strictly prohibits depositing funds to Player Accounts belonging to other Players. Such activities, whether they involve duplicate accounts or deposits to other Players, are considered as violations of our Terms and Conditions. In such cases, Lemon Casino reserves the right to close the depositor's Player Account. Also, such depositor will not be allowed to open a Player’s Account with Lemon Casino."

„10. The Player’s personal data and bank account owner (or any other account depending on the payment method) personal data, must be the same. Lemon Casino reserves the right to request additional documents to confirm your identity and verify your bank account (or other account depending on the payment method). User won’t be able to withdraw funds until such documents will be provided."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear ryb1337,

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.