Lemon Casino - Pelaajan tili suljettiin ja hänen voittonsa takavarikoitiin.

I will keep it short. I was already a verified player at the casino previously, already paid once before after verifying my self.

Around July 5, they offered a 100 % non-sticky bonus. If I remember correctly, I deposited 300 and I had a bonus of 300. You can play any game and bet as much as you wish with your cash balance. So I played a slot game and I had a good amount of winnings to withdraw. I never used the bonus so I was able to forfeit the bonus.

When I asked when my withdrawal will be processed, they requested that I send my id pictures, which I did.

I got an email " your account has been verified.

Then again I requested information about my withdrawal.

They then requested "A selfie with my id", which I provided within minutes.

Next thing I know, I couldn't log in to my account. When I asked why ?

They said the following

2. Lemon Casino reserves the right to take action to detect and prevent illegal actions of the Players. If Lemon Casino detected or suspected violation of the Regulations by the Player, Lemon Casino reserves the right to suspend the Player's Account and confiscate any funds available on the Player's Account. Lemon Casino has the right to immediately prevent the Player from continuing to use the Website, interrupt and terminate the ongoing game with or without prior notice to the Player until the situation will be clarified.

They are holding my funds hostage. Please help.

Dear blackovergrey,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link or the screenshot of the bonus you took?

Do I understand correctly that you canceled the bonus before you finished wagering?

Has your account been suspended immediately after you submitted a selfie with your ID? When exactly was it suspended? Have you contacted customer support to inquire if your account will be re-opened or if this decision is final?

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

Dear blackovergrey,

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.

Hi Veronika.

I can send the screenshot of the bonus email over email if you'd like so.

You can cancel the bonus if you have won money with your cash funds, so yes you can forfeit your bonus without wagering anything. (only if you dip your funds in the bonus, then you must wager.)

My account was open all the way up to the point when I emailed them when my withdrawal will be processed. They replied within 5 business days. After that email, they asked for my id pictures which I sent to them. Then I receive another email which said " you account is successfully verified". Right after that email they request my selfie which I also sent. Once that was sent I noticed I couldn't log in to my account.

They have stopped replying to my emails. No reputational casino would do this however. I asked for clarification and they would not reply.

Thank you

Please forward me the entire bonus email at veronika.l@casino.guru. Also, send me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case.

@Veronika , provided you all the emails.

Thank you very much, blackovergrey, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you blackovergrey for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lemon Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear blackovergrey, I am in contact with the casino representative awaiting further clarification about the case however due to the casino's internal policy, it is required that you agree that the casino can provide me with all the necessary details and documents for our investigation of the case. In addition, I would like to ask if you could provide me with the emails or photos of documents you used to verify at the casino. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter, my documents have sensitive information on them. I have no issue with the casino sharing any information with you regarding my account, however it does not make sense for me to provide my documents to casinoguru. Can you please tell me what the casino's claim is against me before I do send anything over to you ?

Btw, I have already sent all the email threads to veronika, I'm not sure if she has shared them with you or not.

Dear blackovergrey, I am not allowed to share the claims of the casino as per their explicit request. I have reviewed the information provided to Veronica and the documents used for verification are missing that's why I have requested them from you directly. I assure you all your personal information will be kept confidential as we must adhere to the privacy policy. Thank you for your understanding!

I will send you the documents. They will be the same ones that were included in the emails sent to Veronika.

I have sent you several emails regarding my verification.

Thank you

Dear blackovergrey, thank you for providing me with the documents. The casino has also provided me with additional clarification of the situation. I want to review this with my team during our weekly meeting and I will let you know about our decision next week. Thank you for your patience during that time!

Alright, I hope you were able to review all the communication and my documents. I await for a proper resolution.

Thank you

Dear blackovergrey, we have discussed your case with my team and have come to the following conclusion. Your documents are showing signs of forgery which as you may know is considered fraud and I strongly advise against such behaviour in the future as it may lead to serious legal troubles. Due to that reason, we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter

We’ve reopened this complaint at the request of blackovergrey.

After a rereview of the document the player provided us with, we have decided to reopen this complaint. We apologize for the unfair resolution and frustration caused by this.

Dear Lemon Casino representative, we would like to request the player's verification to be redone using a video verification method and continue resolving this matter.

Thank you in advance!

Dear blackovergrey, the casino representative has requested you provide the document photos and video verification to the support email (support@lemon.casino) for review and your case will be reconsidered. Thank you in advance for your cooperation!

Hi Peter,

Can you tell the representative to please privately message me over email ?

Thank you

Dear blackovergrey, please forward all the documentation you have provided to Casino Guru to our support@lemon.casino email address. Our colleagues, will check and assist you further.

Hi Lemon Casino,

I sent you the email with the attachment.

Thank you

I would like to ask both parties to please keep me updated about any further developments. Thank you in advance!

Hi Peter,

The requested further documents which I have sent to them privately via email.

Thanks !

Thanks for the update blackovergrey.

Dear Lemon Casino, please keep us updated on the verification process. Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Within 24 hours our team will make a final decision about the case and will inform the player accordingly. Thank you for the patience and cooperation.

LemonCasino

Dear Guru,

Please change the "Case summary" on top of the complaint page.

Case is solved. The casino finally paid me.

Dear blackovergrey,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter