Lemon Casino - Player's winnings are unaccounted for.

On march 27th i used a deposit bonus for 150 free spins. Spins were on Book of Camelot by Spinomenal ( game provider ). 2 wins of 31 euros where missing in my balance. I was then payed these 2 wins but i thaught i should verify the breakdown sheet i was provided by Lemon Casino. To my surprise i noticed more missing wins but i cant say for how much because the sheet only had 24 spin breakdowns of the 150 free spins i had. I also noticed at far right side of the sheet URL links to Spinomenal breakdowns. I copy/pasted on google and saw each breakdown by Spinomenal. On some spins i saw negative before balance of - 36 .00 euros which is impossible. Also i noticed that spin value was deducted from each 150 free spins which shoukd not be deducted because free spins. I noticed more missing wins and impossible accounting.

I requested from Lemon casino the full 150 breakdown sheet ( 126 missing on the first sheet provided ) i requested my soin history from the casino but they refused. I was told they were waiting for the full 150 breakdown sheet from Spinomenal before giving me my spin history from the Casino. This seems like they are not transparent and honest . I cant compare the casino breakdown with Spinomenal breakdown once received from them. Casino breakdown is a available but they wont show mebefore they get Spinomenal breakdown of all 150 free spins from deposit bonus. It has now been about 50 days and after many followup request from me I still have nothing. Always told they are waiting from Spinomenal ( which i also contacted a few times but never had an answer from them )

If this happened to me from one free spins set then how many coukd i have missed from all my spins since account opened, and to how many players. How can a provider have spin breakdowns with negative before balance and not be aware of this. Does their system not recognize this is impossible and warn the provider of this with error messages ? This has made me loose confidence that my deposits and spins are 100 % safe and well accounted for. I requested from Lemon Casino to pay me all missing wins and spin value that were deducted from all free spins, and compensation for absolute nonsense of accounting errors , all the time I spent to verify and communicate , write reviews everywhere for help and followup from Lemon Casino and Spinomenal. I beleive they both should be fully audited by authorities and forced to give explanations of their impossible accounting , missing wins and disrespect of players rights to feel safe when playing and asking for their spin history from the Casino.

Please help !

Dear bobwqc,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lemon Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you requested a game history of your activity from the relevant period? Could you please explain where the Excel sheet document originates from?
• Could you please share with me your communication with the casino regarding the investigation of the incident and any conclusions exchanged between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas and Casino Guru Team, 

Thank you for giving us the opportunity to respond to this case regarding the player.

We would like to clarify the situation as follows:

Mr. Bob’s report concerns a promotional offer of 150 Free Spins granted on March 27, 2025. Since the initial contact, we have conducted multiple stages of verification — both internally and in cooperation with the game provider, Spinomenal.

Phase One – Initial Findings:

Following the first complaint in April, we discovered that two spins had generated winnings of €32.21 and €32.86, which were not reflected in our back office due to incomplete synchronization between reporting systems. Although this was not a fault in the game logic and the payouts were correctly recorded by Spinomenal, the player did not have visibility into those results — which we acknowledged as a legitimate source of confusion.

As an apology, we issued a €75 cash payment and a €200 loyalty bonus, both of which were accepted by the player.

Phase Two – Final Analysis:

In response to the player’s continued concerns, we conducted a third and final audit — this time based on full Round ID and External Transaction ID data from the provider.

Every one of the 150 Free Spins has been individually documented in a new spreadsheet which was provided to the player,

The total value of winnings was CAD 7.00, excluding the previously identified and already compensated spins,

Our internal backend system showed no additional errors or negative balances,

All data was double-verified by Spinomenal’s NOC (Network Operations Center) team.

We would like to emphasize that the player was provided with detailed explanations through extensive email correspondence during the process of data verification. And that the document recently shared with the player is sourced directly from the final audit report approved by the game provider.

Conclusion:

During the audit we acknowledged and compensated the two original inconsistencies, and no new irregularities were found during the final review. While we understand the player may continue to express doubts, we consider the provider’s final dataset to be conclusive.

We also wish to underline that:

No part of the player’s balance was deducted,

All winnings and balances were processed according to the game’s payout logic,

We did not alter or conceal any data — we shared all information in the order it was received from external sources.

We remain open to cooperation with Casino Guru and are willing to submit the full documentation for independent review if required.

Thank you for your understanding and support.

Kind regards,

Casino Representative

Lemon Casino🍋

Explain why spin ids do not match on both xcel docs you provided me ? And negative values on before balance of breakdown from 2 spins, as see in url links provided at far right dide of 1st xcel doc you sent me.

And why i was refused 2 times my spin history from your casino ?.

None of the spin id's and spin derails match from xcel breakdown sheet you provided me in april and xcel breakdown of your final verdict.

No explanation for this

No explanation why you refused to give me my spin history from your casino.

This is the first excel sheet lemon casino provided me in april. Notice url links .

Their second xcel sheet with final results after investigation has spin id's of 150 spins that are all different from all the spin id' s in their first xcel sheet for same investigation , and i was provided this xcel sheet in april by Lemon after their first investigation. Then after re-examination they Lemon gives a final xcel sheet with their results. None if the breakdown numbers and spin id" s match from both xcel sheets. Look at the final result for this case that lemon provided a few days ago and compare to the xcel sheet they first gave me and as shown in screenshots above.

Thanks to both parties for your replies and explanations of the situation.

Dear bobwqc,

• Could you please share the original files you received from the casino during the investigation with me for review?

The only Excel sheet available to me is the one you submitted in the beginning, and it seems to have already been altered.

Forward this information to my email at tomas@casino.guru

Dear bobwqc,

Thanks for your patience

The Excel file you sent me is altered, similar to the Excel file provided in the beginning when submitting the complaint.

It appears the data in this file has already been worked on, and therefore, we cannot accept it as evidence of anything.

The casino representative wrote:

Every one of the 150 Free Spins has been individually documented in a new spreadsheet which was provided to the player,

Would you be able to forward the file you received from the casino as well? Send it to my email at tomas@casino.guru

Please share the original files you received so I may review your claims. I'll take into account the observations you've made along the way.

I apologize for the inconvenience.

Original xcel docs have been sent to your email adress with original message from lemon casino

Thanks for your patience.

I checked the evidence and discussed the situation with our team internally

Based on the provided information, we have to conclude that the casino provided adequate compensation and effort to explain the discrepancies with the assistance from the game provider, following your input.

Since presumably your winnings were paid in full, there is nothing else we may demand from the casino at this point, and the complaint will be closed.

I understand this is not a result you may be satisfied with; nevertheless, we concluded the casino went further than most in a similar situation.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.