Lemon Casino - Player's winnings and deposit are confiscated.

I am complaining about the unfair confiscation of my winnings and my personal deposit by Lemon Casino. The casino claims I breached the max bet limit (10 PLN) while playing with a bonus. However, I have evidence that my main winnings were won with compliant bets (0.80 - 4.00 PLN). The casino's system failed to block high bets or "Bonus Buys," which I consider a "Bonus Trap." Furthermore, I received conflicting information from support agents Diana (limit 8 PLN) and Mark (limit 10 PLN). Most importantly, the casino is refusing to refund even my original deposit, stating that "all funds were subject to bonus terms", which is an unfair practice. I demand at least the return of my personal funds.

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.

Dear Micsus6330,

I'm sorry to hear about your negative experience. I checked the bonus 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

What is the waiting time for a response to the e-mail? I sent to you like something

Dear Micsus6330, thank you for your response. I regret to inform you that I have not received your email. Would you be so kind as to resend it? My email address is attila.g@casino.guru. Thank you in advance for your assistance.

Dear Micsus6330, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Hi Attila

Following your request to provide my game history in Excel format, I contacted Lemon Casino support to obtain this data.

Unfortunately, the casino refused to provide the full game log in Excel format. Instead, they sent a manual summary of alleged violations, claiming their decision is final and providing no further technical details.

However, their email confirms two critical points that support my complaint:

1. Technical Failure ("Bonus Trap"): The casino listed specific bets (e.g., 1500 PLN, 400 PLN) that were far above the allowed limit of 10 PLN. Their system allowed these bets to be placed while the bonus was active, without any block, pop-up warning, or automatic rejection. As a licensed operator, they should have technical limitations in place to prevent such breaches. Allowing them and then confiscating winnings implies a deliberate trap.

2. No Deposit Refund: In their email, they explicitly stated: "there is no possibility of refunding [...] the deposit". Confiscating the winnings is one thing, but withholding my own original deposit is a breach of fair play rules.

I have attached the email I received from Lemon Casino for your reference.

I kindly ask you to pressure the casino to release the full, raw game history in Excel format, as this manual summary is incomplete and biased.

Best regards,

Dear Micsus6330, thank you for your response. As mentioned previously, the max bet rule is 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. For this reason, we have no ground to request a full pay-out from the casino.

Could you kindly confirm the amount you deposited to activate this bonus?

Additionally, were the deposited funds utilized during the wagering process or were they left untouched?

Thank you for your response.

Dear Casino Guru Team,

Thank you for your follow-up. Here are the specific details of my session:

1.My deposit amount was 100 PLN, and I received a 100 PLN bonus.

2.The deposited funds were utilized during the wagering process. After completing what I believed to be the wagering requirements, my final balance was 1,800 PLN.

3.I attempted to withdraw the full amount of 1,800 PLN, but the casino subsequently seized the entire winning, leaving me with a zero balance.

I would like to emphasize that the system allowed me to place bets exceeding the limit without any warning or automated block. This "bonus trap" led to the loss of a significant win.

If the casino refuses to honor the 1,800 PLN payout due to their own technical oversight, I maintain my request that, at the very least, my original 100 PLN deposit be restored to my real money balance so I can continue playing without an active bonus.

Thank you for your help.

Dear Attila, Dear Player,

Thank you for the opportunity to clarify this case. Below we will try to answer all questions raised here by the player.

After a review of the player’s account activity, we can confirm that the confiscation was applied strictly in accordance with the Bonus Terms & Conditions.

Maximum bet violation during bonus play:

The maximum allowed stake during bonus wagering is clearly defined and applies uniformly to all players while a bonus is active.

Our Terms and conditions state that:

Section 18.10:

"Unless explicitly stated otherwise in the promotional terms and conditions, the maximum stake allowed (including features such as bonus buy…) cannot exceed €2… 10 PLN… 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 that in case of a breach of the bonus rules, all winnings - including the compliant bets, registered during an active bonus gameplay will be confiscated.

In this case, the system logs confirm multiple violations of the maximum bet rule, including both standard bets and the use of the Bonus Buy feature, which is treated as a single bet of the full purchase value, not as individual spins.

The following non-compliant bets were recorded while the bonus was active:

159 PLN × 1 - a single bet exceeding the 10 PLN limit

160 PLN × 1 - a single bet exceeding the 10 PLN limit

Bonus Buy purchases of 400 PLN × 4 - treated as one bet at the full value

Bonus Buy purchases of 1500 PLN × 2 - treated as one bet at the full value

Bonus Buy purchase of 800 PLN × 1 - treated as one bet at the full value

These bets significantly exceeded the permitted maximum stake and constitute a direct breach of the bonus terms.

Bonus Buy functionality:

The Bonus Buy feature is not restricted by the casino software during bonus play. However, lack of technical blocking does not exempt from complying with the bonus rules.

By accepting the Terms and Conditions (Section 02.2), the player agrees to comply with all bonus restrictions, including the maximum stake rule described in Section 18.10.

Misunderstanding how the Bonus Buy feature is calculated does not negate the violation once the placed bet exceeds the defined limit.

Conflicting information from support:

We apologize for the incorrect explanation provided by our support agent, who stated a maximum bet of 8 PLN instead of the correct limit of 10 PLN. We would like to stress that this misinformation did not influence the player to exceed the 10 PLN bet limit and does not modify or override the binding Terms & Conditions accepted by the player at registration and bonus activation.

The maximum bet rule is defined in the bonus regulations and is not subject to individual interpretation.

Deposit refund:

While the casino offers a deposit refund option, it does not apply to funds that have already been wagered. According to Section 16.13 of the Terms & Conditions: "In the event that the Player wagered the funds deposited by participating in the Games available on the Lemon Casino Website, it is not possible to request a refund"

We hope that this helps to clarify any doubts and remain available to provide any additional information if required by Casino Guru moderators.

Kind regards,

Casino representative

Dear Casino Guru Moderator,

Thank you for the response from the Lemon Casino representative. However, I strongly disagree with their stance and would like to raise the following points for your consideration:

1. The "Bonus Trap" and Lack of Technical Safeguards

The casino admits that their system does not block bets exceeding the limit (Bonus Buy). In modern online gambling standards, reputable casinos implement a "hard-stop" or an automatic technical block that prevents a player from placing a non-compliant bet while a bonus is active. Allowing a player to place a bet that is 150x higher than the allowed limit (e.g., 1500 PLN instead of 10 PLN) without any warning, only to confiscate all winnings later, is a predatory practice. The software is designed to allow the mistake but the rules are designed to punish it.

2. Misinformation from Official Support

The representative admits that their support agent provided incorrect information regarding the maximum bet (8 PLN vs 10 PLN). This proves that the casino's own staff does not understand their complex terms. If the official representatives are confused, how can a player be expected to navigate these "hidden" rules without any system warnings? This misinformation creates a lack of trust and a chaotic gaming environment.

3. Inconsistency Regarding the Deposit Refund

The casino cites Section 16.13, claiming the deposit cannot be refunded because it was "wagered." This is a logical contradiction:

• If the casino decides that my gameplay was invalid due to a rule breach (and thus confiscates the winnings), they cannot simultaneously claim the gameplay was valid for the purpose of consuming my deposit.

• By confiscating 1800 PLN (which includes the value of my initial 100 PLN deposit), the casino is effectively profiting from a session they themselves have deemed non-compliant.

Conclusion:

I acknowledge that I technically exceeded the limit, but I maintain that the lack of system blocks and the conflicting information from support make this a "bonus trap."

At the very least, if the casino refuses to honor the winnings, they should act in the spirit of Fair Play and refund my original 100 PLN deposit. Confiscating the entire balance, including the player's own funds, after allowing non-compliant bets to go through is an unfair enrichment of the casino.

I kindly ask the Casino Guru moderator to evaluate if these practices meet the "Fair Gambling Codex" standards.

Kind regards,

Thanks to both parties for your replies.

Dear Micsus6330,

Thanks for your cooperation and for sharing the necessary details, allowing us to review the situation.

As pointed out by the casino, according to their T&C's:

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.

We regret to inform you that, as your deposited funds were utilized during the wagering of the bonus, and your bets exceeded the permitted maximum, we currently have no basis to pursue a refund from the casino.

Given these circumstances, we believe the decision to confiscate the funds is warranted. Unfortunately, we are unable to offer further assistance regarding this matter.

We appreciate your understanding and sincerely apologize for not being able to provide more support in this instance. Should you encounter any issues with online casinos in the future, please feel free to reach out to us.