Lemon Casino - Player's self-exclusion request was delayed.

On 8 September 2026, I requested permanent self-exclusion from Lemon Casino due to a severe gambling addiction. Despite this, my account remained open and I was required to send further follow-up emails on 11 September, 21 September and 22 September 2026 before any action was taken.

My self-exclusion was eventually applied on 22 September 2026, but only after repeated attempts by me to have the matter addressed.

I am concerned that a clear self-exclusion request based on gambling addiction was not processed promptly and that I was able to continue accessing the account after notifying the casino of my addiction. A vulnerable customer should not have to repeatedly chase a casino to enforce a self-exclusion request.

I am seeking a refund of all deposits made after my initial self-exclusion request on 8 September 2026, together with an explanation as to why my request was not actioned earlier.

Thank you for your assistance.

[Redacted]

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Dear OxyJen, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Lemon Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@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,

Attila

The Casino has been in contacted and agreed to refund the deposit amounts.

I will mark the issue as resolved upon receipt of the refund.

The casino is no longer responding to my emails for details on the refund or the amount.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear OxyJen,

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,

Attila