The player from Hungary claims that Lemon Casino wrongfully confiscated her entire balance of 93,828 HUF after she initiated a withdrawal, citing a violation of bonus terms. Although she acknowledges exceeding the maximum bet for the bonus, she contests that her original deposits should be refunded as per international gambling rules, and she seeks assistance in recovering her funds.
Lemon Casino - Player's funds have been confiscated.
Opened
Current status
Waiting for Casino Guru to reply
0d 5h 12m 29s
Lemon Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
1 week ago
Translation
Dear Casino Guru!
I would like to file a complaint against Lemon Casino (Orange Entertainment BV) because they have wrongfully confiscated my entire balance and withdrawal.
I initiated a withdrawal of 93,828 HUF on June 14, 2026. The casino subsequently canceled the transaction and reduced my account to 2.1 HUF, citing a violation of bonus terms (exceeding the wagering limit).
I admit that I did indeed exceed the maximum bet for the bonus during the game. However, the casino's customer service indicated on the live chat that due to the violation of the rules, they are not willing to refund my own capital (deposit) deposited with my Revolut card. On June 6, I deposited EUR 22.50 (8000 HUF) and on June 14, I deposited EUR 28.38 (10000 HUF) into the account through the intermediary Kryptonim Sp. z oo. My account and payment method are fully verified ("VERIFIED" and "APPROVED" status).
According to international gambling rules, in case of violation of the bonus, the winnings can be voided, but the player's own paid-in capital must be returned. The casino acted unfairly and illegally by expropriating the entire capital.
I am requesting Casino Guru's assistance in investigating the matter and recovering my money (at least my own deposits). I am attaching all screenshots and bank receipts to the case.
Use the code carefully.
Automatic translation:
Public
Public
1 week 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
1 week ago
Hello,
I'm sorry to hear about your negative experience. I checked the T&Cs and found this:
10. Before processing any withdrawal, gameplay will be reviewed for irregular patterns. Unless explicitly stated otherwise in the promotional terms and conditions, the maximum stake allowed (including features such as bonus buy, gamble options, or mini-games) cannot exceed 2 € in total stake of a single spin and/or 0.20 € per line, while wagering requirements are active. If you place a stake higher than the allowed limit during this time, Lemon Casino reserves the right to confiscate all winnings and bonus funds related to that bonus, including any winnings generated from compliant bets. This means any winnings from the bonus will be forfeited, and you will not be able to withdraw those funds. For other currencies, the following maximum limits apply: 2 USD, 2 CAD, 10 PLN, 20 NOK, 200 INR, 800 HUF, 40 ZAR.
Our position is closely explained in the Fair Gambling Codex
https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Attila
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
