The player from Austria faced difficulties withdrawing over €1,000 from Lemon Casino due to the inactive document upload function in his profile. Despite reaching out to customer support, he was advised to continue playing rather than being able to process his withdrawal. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Lemon Casino - Player's withdrawal is delayed due to account issues.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Lemon Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Dear Casino Guru Team,
After reading your positive review of Lemon Casino on your website, I registered there and started playing.
Today I wanted to withdraw my winnings of over €1,000. However, the document upload function in my profile is unavailable, as it indicates that it is not yet activated.
I then contacted Lemon Casino's support chat and asked them to activate this option. However, the support team's response was that I should continue playing, as the feature would activate automatically.
However, I would like to withdraw my winnings and not continue playing.
I therefore ask for your support in resolving this problem.
Thank you in advance for your help!
Best regards
Harry6699
Automatic translation:
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2 months ago
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.
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2 months ago
Hello,
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.
- Could you please confirm you attempted to request a payout regardless of your verification status? With what result?
- Did you make sure you completed the necessary wagering of your deposit?
12. Every deposit made into a Player’s Account is subject to at least one turnover before any funds stored in the Player’s Account will be available. Bets with minimal risk (opposing bets) on table Games are not counted towards the fulfillment of deposit trading conditions. There is a possibility of a handling fee of 5% (minimum € 10 per transaction) if you wish to cancel the game and close the Player's Account before making at least a 1 turnover.
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
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2 months ago
Dear Harry6699,
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.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
