The player from Germany had deposited €60 into the casino, but the amount was marked as canceled and not credited to her account. She contacted the casino for assistance but only received vague responses, which raised concerns about the return of her funds. The issue was resolved after she marked the complaint as resolved, indicating that her concerns had been addressed satisfactorily. We appreciated her cooperation and confirmed the complaint as 'Resolved' in our system.
Lemon Casino - Player’s deposit has been canceled.
Resolved
Our verdict
Case closed
Amount: €60
Lemon Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Hello. I deposited €60 into this casino at 9 a.m. this morning. This amount was not credited to my account; instead, it was marked as canceled in the system. I wrote to the casino about this, but they just put me off and said they would pass it on.
Now I'm afraid that I won't get this amount back.
I am enclosing a screenshot of the deposit and a screenshot of the account.
Best regards
Jana G
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Dominika
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Thank you for your patience, and stay safe.
Public
Public
5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
