Lemon Casino - Pelaaja ei saanut bonusta talletuksellaan.

The casino offers a bonus that awards 50 free spins on Book of Fallen with a deposit of 10-16 euros. I have deposited 10 euros each with this bonus several times and have not received any free spins. The support explained to me that these free spins are only available from 10.01 euros! I call that cheating customers! I'm really angry and very disappointed about such a procedure! I am now asking for help to get these free spins retroactively. For 2 deposits of 10 euros each, i.e. 50 free spins each. Thanks very much

Das Casino bietet einen Bonus an, der bei einer Einzahlung über 10-16 Euro 50 Freispiele auf Book of Fallen vergibt. Ich habe mehrfach mit diesem Bonus je 10 Euro eingezahlt und keine Freispiele erhalten. Der Support erklärte mir, das es erst ab 10.01 Euro diese Freispiele gibt! Ich nenne das Kunden Verschaukeln! Bin echt sauer und sehr enttäuscht über so eine Verfahrensweise! Ich bitte nun um Hilfe, um diese Freispiele rückwirkend zu erhalten. Für 2 Einzahlungen je 10 Euro, also jeweils 50 Freispiele. Vielen Dank

Dear ollemama,

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

I checked the casino website but haven't found the corresponding promotion. From the screenshot, it's not clear what the terms and conditions of the specific bonus say, as it's not legible.

However, from the text in other promotions and bonus terms&conditions, the wording suggests that 10€ is the minimum qualifying deposit for many bonuses found on the website.

Would you be able to send me a legible screenshot with the specific rules of the bonus? Please post it here, or alternatively send it to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello! I just sent the screenshot to the email address! Thanks for the help!

Hallo! Habe soeben den Screenshot an die Mailadresse geschickt! Danke für die Hilfe!

Thanks for your message.

After reviewing the screenshot with the bonus terms and conditions, it seems the casino is correct. While it's not entirely customer friendly and it's inconsistent with the rest of the bonuses found on their website, ultimately the casino followed their terms of the bonus this time and did not award the bonus to you.

I am afraid we cannot ask the casino to grant you any bonuses.

I would like to emphasize, that each casino has a different bonus policy and reward system. Moreover, casinos are free to exclude any player from receiving bonuses for whatever reason. I am sorry, but this isn’t something we could penalize the casino for.

Please let me know if there is any other information I overlooked, otherwise, I will reject the complaint as unjustified. Thanks for your understanding.

Aha... I'm not just angry... no, I'm totally horrified... because it can't be that a casino just randomly says yes and then no... the Lemon Casino has done it for me ! That's what I call brazen customer rip-off and that's not how you deal with paying customers! That's just cheeky and my complaint wasn't unjustified, because if it says 10 euros, then it can't be that the bonus is only available from 10.01 euros!

Thank you for your help and info!

Aha... ich bin nicht nur sauer... nein, ich bin total entsetzt... denn es kann doch nicht sein, das ein Casino willkürlich einfach mal ja und dann nein sagt... das Lemon Casino hat sich für mich erledigt! Das nenne ich einfach mal dreiste Kundenabzocke und so geht man nicht mit zahlenden Kunden um! Das ist einfach eine Frechheit und unberechtigt war meine Beschwerde nicht, denn wenn da 10 Euro steht, dann kann es nicht sein, das es erst ab 10.01 Euro den Bonus gibt!

Ich danke für Ihre Hilfe und Info!

Dear ollemama,

I didn't mean to upset you. I apologize.

Could you please explain if you requested a refund of the deposited funds? Did you decide to keep the deposited fund untouched in your casino account or did you decide to play with what you deposited?

Please let me know.

The deposits of 10 euros each were gambled away because I thought that the free spins would only be credited then... But after I received the email from customer service that the free spins are only available from a deposit of 10.01 euros, I lost the 2nd 10 euros used to play because I was quite angry. I'm still of the opinion that the bonus description should say 10.01 euros if the free spins only apply from there! If it says a deposit of 10-16 euros, then I was simply cheated out of the free spins and I find that pretty cheeky from Lemon Casino!

Die Einzahlungen von jeweils 10 Euro sind verspielt worden, da ich dachte, das dann erst die Freispiele gutgeschrieben werden... Nachdem ich dann aber die Mail vom Kundenservice erhielt, das es erst ab 10.01 Euro Einzahlung die Freispiele gibt, habe ich die 2. 10 Euro eingesetzt zum Spielen, da ich ziemlich sauer war. Ich bin immer noch der Meinung, das es in der Bonusbeschreibung 10,01 Euro heißen muss, wenn erst ab da die Freispiele gelten! Wenn da steht von 10-16 Euro Einzahlung, dann wurde ich um die Freispiele einfach betrogen und das finde ich ziemlich dreist vom Lemon Casino!

Dear ollemama,

Thanks for your patience. We discussed the situation in detail in our regular weekly meeting.

While the casino's decision may not align with your expectations, it appears that they followed their stated bonus policy in this instance. 

Please know that we understand your frustration and we are sorry the casino provided you with a negative player experience. It is important to keep in mind that every casino has its own unique set of rules and regulations governing its bonus system. As such, we are not able to hold the casino responsible for enforcing its policies. 

We'll let the casino know about your user experience, and ask if it's possible to reconsider their stance on the matter, however, the complaint itself will be closed.

We appreciate your understanding in this matter.

Best regards,

Tomas