The player from Germany faced issues withdrawing €137,926 after playing without any active bonuses. Although he asserted that he followed the terms and conditions, the casino claimed his bet was too high, which he believed was unfounded. He was determined to contest this claim. The issue was resolved as the player confirmed that payouts were being processed successfully, and he acknowledged that any initial confusion had been clarified. The casino affirmed that the player's winnings were fully confirmed, and the payout process was ongoing.
Lemon Casino - Player’s winnings are being confiscated.
Resolved
Our verdict
Case closed
Amount: €137,926
Lemon Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
I initially deposited 500 euros with a non-sticky bonus.
I deactivated the bonus while playing. At the end of the game, all the funds were used up. My account was at zero, and there was no bonus to be seen.
Therefore, no active bonus for me.
I then deposited 1000 euros without activating the bonus.
I managed to build up a balance of €137,926 over two games. At the end, I purchased a €1,000 bonus game (base value €10).
This is the replay:
https://www.pplink.social/RhfpAuqSic
I sent all the documents to the casino, and now they're claiming my bet was too high. However, I assure you that no bonus was active, and according to the terms and conditions, I haven't found anything that would prevent me from freely choosing my bet.
I mean, I don't want to give up the possibility of making a profit of over 137,000 euros for just 10 euros.
In my opinion, the claim that my bet was too high is unfounded. The winnings are very high, and it would be fraudulent if the casino wanted to deny me the winnings in this way.
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2 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better clarify your situation.
- Could you please send me a screenshot of your transaction history showing the deposits you made into this casino, as well as your bonus history?
- Could you also kindly forward me the email you received from the casino after your winnings were confiscated? My email address is [email protected].
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
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2 months ago
Dear Player and Veronika,
Thank you for your patience while we carefully reviewed this case.
We would like to clarify that the player’s winnings have been fully confirmed and remain undisputed.
All withdrawal requests are being processed according to our standard procedures, and payouts are reaching the player step by step.
We sincerely apologize for any confusion that may have arisen in earlier communication during the verification process, however at no point was the player’s balance cancelled or confiscated.
The payout process is ongoing, and the player will continue to receive the funds until the entire balance is settled.
We remain committed to completing all withdrawals in line with our Terms & Conditions and to maintaining transparent and professional communication throughout the process.
Kind regards,
Lemon Casino Representative
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2 months ago
Translation
Dear Team, Dear LemonCasion,
I can confirm the payouts, and I currently receive daily payments from my winnings.
I'm aware that an initial attempt was made to disallow the winnings because there was a bonus with my first deposit. However, with my second deposit, no bonus was active, and the previous argument that my stake was too high was invalid.
Meanwhile, including from the casino and the payouts that have begun, I can confirm that I have no objections and I confirm that everything is proceeding according to plan.
There was some confusion at first, but this was cleared up.
I am aware that with a win like this, everything has to be checked three times and formalities have to be observed.
As a winner with such a sum, I can confirm that the casino operates absolutely fairly, provided you follow the rules—that is, ideally without a bonus—and receive the payout. I'm happy when the remaining amount is paid out, and I'll gladly return.
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2 months ago
Translation
As of now, the problem has been resolved
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1 month ago
Thank you both Lemon Casino and gambler0815 for clarifying the situation. I'm glad to hear that the misunderstanding has been clarified and that your withdrawals are being processed successfully. If you stop receiving your winnings or if you encounter any other issue, do not hesitate to request that this complaint be reopened. For now, we will close it as resolved. We appreciate your cooperation and confirmation.
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
