The player from Austria had created a new account at Lemoncasino after self-excluding two years prior, without realizing her previous exclusion. After winning €1550, her withdrawal was denied, and she sought to recover her deposit losses. The issue was resolved as the casino agreed to refund her deposit losses, acknowledging that gameplay should not have occurred due to her self-exclusion. The player confirmed receipt of the refund.
Lemon Casino - Player's account is closed due to self-exclusion.
Resolved
Our verdict
Case closed
Amount: €1,550
Lemon Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
1 year ago
Translation
I self-excluded from Lemoncasino a while ago (about two years ago). I've since forgotten about it and created another account there a few months ago with my new email address, which is why I didn't notice any notification.
Today was the first time I've ever used this account to play. I was able to make several normal transfers (about 5 x €30-40 each). I was able to play all day until I won €1550 and wanted to withdraw. Now the money has been withdrawn, and I'm told I won't get anything more.
Is there at least a way to get my deposit losses back?
I don't know my user name exactly anymore because I can no longer access
Automatic translation:
Public
Public
1 year ago
Dear Alpha33,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account. To better understand your situation and assist you effectively, could you please provide us with some additional details?
- What email address did you use for your self-exclusion? Have you self-excluded via email, live chat, or directly in your casino profile? Have you self-excluded permanently, or only for a certain period?
- Did you fill out the same personal information in your second account as you used for your first one, including your first and last name, phone number and country of residence?
- Have you passed the full KYC verification in any of your casino accounts?
- Did you accumulate your winnings with or without a bonus?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
1 year ago
TranslationEmail for self-exclusion was [hidden by Casino Guru].
No, I didn't complete KYC on either account. I was only planning to do that yesterday. I'm not sure if I already had the new phone number [hidden by Casino Guru] or still had the old one [hidden by Casino Guru]. I think I was excluded by email. The winnings were without a bonus. But my name, date of birth, and country of residence were the same. I'm not sure about the street and town because I moved and I don't remember exactly when I opened the second account. I probably have an account at almost every casino because I've had myself blocked at so many.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
TranslationI believe the self-exclusion was permanent, but I've sent the same email to several other casinos, and many didn't permanently block my account, only for 3-6 months. That's why I thought the account was open as usual when I signed up with Lemoncasino.
Automatic translation:
Public
Public
1 year ago
TranslationThe casino wrote to me today that they would refund my losses. Thank you for your efforts 😊
Automatic translation:
Public
Public
1 year ago
Thank you for the information. Could you please forward me the email you received from the casino regarding the refund? My email address is veronika.f@casino.guru.
Public
Public
1 year ago
TranslationThe profits from this are actually lost, right?
Automatic translation:
Public
Public
1 year ago
Thank you for your email.
Since your original account was closed due to a gambling addiction, you should not have been able to access the casino again, create a new account with the same credentials, make a deposit, and play.
In such cases, the casino is correct in refunding only the deposit and not paying out any winnings, as the gameplay should not have occurred in the first place.
Have you received the refund from the casino yet? Please keep me updated.
Public
Public
1 year ago
TranslationYes, everything is there. Thank you very much.
Automatic translation:
Public
Public
1 year ago
Dear Alpha33,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
