Lemon Casino - Player's withdrawal is delayed due to document verification.

Ich hab meine Dokumente geschickt und wsrte gerade bis sie die verifizieren. i ch hoffe das es schnell abläuft weil das casino eine bewertung von 9.8 hat was unglaublich ist. ich werde mit casi guru über dieses auszahlung reden da ich nicht will das dieses casino meine gewinne nicht auszahlen wird weil ich so oft in zukunft gef.. wurde hoffe das wird jetzt gut ausgehen und schnell!

Dear mihaelstnc,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tomas and Casino Guru Team, 

Thank you for giving us the opportunity to respond to this case regarding the player with the email address provided above.

We would like to clarify the situation as follows:

KYC Verification:

The player submitted the required documents and these were reviewed and verified promptly by our compliance team.

Withdrawal Status:

The first part of the withdrawal was processed and sent to the payment provider on April 13th. We have informed the player via support chat that the transfer was completed from our side. Unfortunately, once the funds are handed over to the payment provider, the final delivery time to the player’s bank account is out of our control and depends on the provider’s processing times.

Communication:

Our support team has responded to the player’s inquiries within reasonable timeframes. The player has also been informed of the internal processing limits and withdrawal policies, all of which are also outlined in our Terms and Conditions.

Conclusion: 

At this time, the withdrawal has been processed from our end, and we kindly ask for the player’s patience while the payment provider completes the remaining steps. We assure you that we always strive to process withdrawals as quickly as possible. However, we cannot guarantee the exact moment the payment provider will deliver the funds. Typically, this process takes up to 5 business days.

Thank you for your understanding and support.

Kind regards,

Casino Representative

Lemon Casino🍋

Dear mihaelstnc,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

schließen Sie die alles gut jz

Dear mihaelstnc,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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,

Tomas

Casino.Guru