Lemon Casino - Pelaajan varat on takavarikoitu.

Dear Casino Guru!

I would like to file a complaint against Lemon Casino (Orange Entertainment BV) because they have wrongfully confiscated my entire balance and withdrawal.

I initiated a withdrawal of 93,828 HUF on June 14, 2026. The casino subsequently canceled the transaction and reduced my account to 2.1 HUF, citing a violation of bonus terms (exceeding the wagering limit).

I admit that I did indeed exceed the maximum bet for the bonus during the game. However, the casino's customer service indicated on the live chat that due to the violation of the rules, they are not willing to refund my own capital (deposit) deposited with my Revolut card. On June 6, I deposited EUR 22.50 (8000 HUF) and on June 14, I deposited EUR 28.38 (10000 HUF) into the account through the intermediary Kryptonim Sp. z oo. My account and payment method are fully verified ("VERIFIED" and "APPROVED" status).

According to international gambling rules, in case of violation of the bonus, the winnings can be voided, but the player's own paid-in capital must be returned. The casino acted unfairly and illegally by expropriating the entire capital.

I am requesting Casino Guru's assistance in investigating the matter and recovering my money (at least my own deposits). I am attaching all screenshots and bank receipts to the case.

Use the code carefully.

Tisztelt Casino Guru!

Szeretnék panaszt tenni a Lemon Casino (Orange Entertainment B.V.) ellen, mert jogtalanul elkobozták a teljes egyenlegemet és a kifizetésemet.

2026. június 14-én indítottam el egy 93 828 HUF összegű kifizetést. A kaszinó ezt követően törölte a tranzakciót és a számlámat 2.1 HUF-ra csökkentette, bónusz feltételek megszegésére hivatkozva (tétlimit túllépése).

Elismerem, hogy a játék során valóban túlléptem a bónuszhoz tartozó maximális tétet. Ugyanakkor a kaszinó ügyfélszolgálata az élő chaten jelezte, hogy a szabályszegés miatt a saját, Revolut kártyával befizetett tőkémet (önrészemet) sem hajlandóak visszafizetni. Június 6-án 22.50 EUR-t (8000 HUF), június 14-én pedig 28.38 EUR-t (10000 HUF) fizettem be a számlára a Kryptonim Sp. z o.o. közvetítőn keresztül. A fiókom és a fizetési módom teljesen hitelesített ("HITELESÍTVE" és "JÓVÁHAGYOTT" státuszú).

A nemzetközi szerencsejáték-szabályok szerint a bónusz megszegése esetén a nyeremény érvényteleníthető, de a játékos saját befizetett tőkéjét kötelező visszaszolgáltatni. A kaszinó a teljes tőke kisajátításával tisztességtelenül és jogtalanul járt el.

Kérem a Casino Guru segítségét az ügy kivizsgálásában és a pénzem (legalább a saját befizetéseim) visszaszerzésében. Minden képernyőképet és banki bizonylatot csatolok az ügyhöz.

Körültekintően használja a kódot.

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.

Hello,

I'm sorry to hear about your negative experience. I checked the T&Cs and found this:

10. Before processing any withdrawal, gameplay will be reviewed for irregular patterns. Unless explicitly stated otherwise in the promotional terms and conditions, the maximum stake allowed (including features such as bonus buy, gamble options, or mini-games) cannot exceed 2 € in total stake of a single spin and/or 0.20 € per line, while wagering requirements are active. If you place a stake higher than the allowed limit during this time, Lemon Casino reserves the right to confiscate all winnings and bonus funds related to that bonus, including any winnings generated from compliant bets. This means any winnings from the bonus will be forfeited, and you will not be able to withdraw those funds. For other currencies, the following maximum limits apply: 2 USD, 2 CAD, 10 PLN, 20 NOK, 200 INR, 800 HUF, 40 ZAR.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your replies and for providing the additional information.

We understand that your main concern is the return of your original deposits. However, after reviewing the circumstances, we are unfortunately unable to support this part of the complaint.

When playing with a bonus, it is common for real-money funds to be used in gameplay before bonus funds. Therefore, the fact that the deposits were made with your own money does not necessarily mean that these funds remained separate from the bonus gameplay.

Additionally, as you have acknowledged exceeding the maximum allowed bet, we cannot require the casino to refund the deposits solely on the basis that they were made with your own funds. Our position does not generally require casinos to return deposits when a player has violated the applicable bonus terms.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.