Lemon Casino - general discussion

If you want to discuss anything related to Lemon Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I've been waiting for two payouts for 2 weeks, the support puts me off all the time and now they don't respond to me via email or live chat

Hello Sina787,

It is sad to hear about this experience. I see in your complaint you have already received payment. 🙂It is great! If you will need some other help, don't hesitate to contact us. That is the reason, why we have our complaint section. Are you still interested to play in such a casino? I guess I wouldn't be interested anymore.

Hello dear Casino Guru team!

I won 500 euros with a bonus and now I want to pay it out. I can't find any live chat (even during advertised 5-8pm).

I have already written several emails to the casino without success and without an answer. I do not know anymore.

can you please help me!

(I even won 3000 with the bonus, but since the maximum payout from the bonus is €500, the rest was canceled. But it was also in the terms and conditions and I knew)

Best regards

marius fox

Hello there.

We are always happy to help. Sadly we allow the casino 14 full days to process the withdrawal.

Can imagine what it must feel like. The whole process is described in the article called Complaint Resolution Information and Instructions

Feel free to submit the complaint anytime, just mind the information given.

Are you going to try that now?

There is a bonus at Lemon... The bonus info literally says: Deposits of 10 to 16 euros give you 50 free spins. I deposited €10 and did not receive any free spins. The support explained to me that it had to be at least 10.01, because it says over.... I'm not only angry, I'm genuinely appalled that customers are being fooled to such an extent... This over in the sentence doesn't refer to the amount but related to "Deposit". Otherwise it would have to be from 10.01 euros. Very disappointing!

That sounds like a stupid excuse to me. I checked the bonuses available on our website, all say deposit 10€...

I'm surprised you're the only one who mention such a thing! Care to share the support's reply and the bonus offer saying 10-16€? I'll forward that to my colleagues for check.

Hello, after making multiple deposits of 10 euros using this bonus, I would very much like to receive these free spins! I thought there will just be these free spins later...but none came! Because it cannot be that this bonus can only be redeemed from a deposit of 10.01 euros! I also send Gene the corresponding mail that I received from support! Many thanks for your help!

Here is a screenshot of the email from customer service:

Hello there.

I'm not sure I can help you much. You were supposed to activate the bonus in your account. Did you do that?

Since I'm not the casino's employee, I don't possess any tools how to check what happened.

So, what did the support write you? I can't read in German, sorry.

I can't activate the free spins because the casino doesn't allow it... I'll file a complaint, then we'll see! Thanks very much

Hi there 🙂

Keep us posted about the complaint progress even here on the forum, please. 🤞🤞🤞

I'll do it!

chat a pure jerk. no answer since march 11th. contacted again today and after a minute, offline. doesn't your rating also depend on customer service?

It is exactly like that! First you have to look for the chat at all... and then it's done again straight away... The conversation started, I asked a question, got an answer and after the 2nd question it was vinegar... that's not Customer service is really a disgrace!

Today there was a 10 euro freeroll bonus, which I was also able to activate. According to the description, you can buy up to 5 additional 10 euro freeroll bonuses for 1 euro each in the tournament window... I'm looking for the option in this tournament window, but it's not specified anywhere... So either I'm really that stupid or is it the same for others? That's no way to deal with paying customers!

Nope, it doesn't. It's actually part of the positives/negatives.

It says: "Live chat support is not available 24/7"

But I was informed that we would like to evaluate the quality more deeply.

Anyway, even if it was part of the rating, we would be hardly able to keep in touch will all casino's live chats, so we would mainly rely on updates from players - like yours.

Useful live chat would be truly handy in such a situation 🙁.

Yes sure, but there is no working chat! Either there is nobody there or the chat just breaks off after a few seconds... then you can't open a new chat and that's it!

I just got the info: After checking the screenshot with the bonus terms and conditions, the casino seems to be correct. Although not entirely customer friendly and inconsistent with the rest of the bonuses on their site, this time the casino ultimately complied with the bonus terms and didn't award you the bonus.

I'm really speechless! Ultimately, the casino can simply decide whether there is a bonus... or not! That's not just bold, I just think it's a rip-off from the paying players! I'm not only angry but really appalled! And such a casino is run at Casino Guru as well?! Unbelievable!