Lemon Casino - general discussion (page 5)

Hello

Thank you very much, Radka

I appreciate your help and attention to this case. already "case".

"Violating the max bet rule has nothing to do with "irregular gameplay", it makes little sense and as a result, it only declares poor user experience"

Come on, Radka, exceeding the maximum bet would consider as "irregular gameplay" if it was clearly defined it T&Cs.

Let me express this based on my poor experience. Experience that is in no way related or connected to gambling.

T&Cs - it is the main and the basic document regulating the relationship between the player and the casino. As said, it is the contract (in fact) based on which all actions between the parties must proceed, including the application of penalties for failure to fulfill individual points of the contract by one of the parties.

I repeat, We don't have such definition in T&Cs.

Moreover, the separate allocation and and clearly different nature of penalties in the T&Cs for "exceeding rates" and for "irregular play" clearly implies their difference. Otherwise, the expressions "will not be taken into account" or "Bets....will not be accepted" lose their meaning in the overall text of the T&Cs. Why describe these recalcuaction actions if it is similar to "irregular play" and all the same the balance should be confiscated totally?

I think everything is clear, but if you or anyone else think that the above can be interpreted different way and/or is not clear enough - let's continue:

Another document concerning regulations between client and a casino who operates under Curaçao license will be Conditions to Curaçao Online Gaming License (further CCOGL). According to article 11 point 2 ."The terms and conditions shall be unambiguous and written in a clear and understandable manner ...".

CCOGL are imperative here, as we know lemon.casino is operating under Curaçao license.

If the establishment of rules in accordance with a legal act (in this case CCOGL) is assigned to one of the parties, AND especially since the obligation to avoid ambiguity is also assigned to this party (casino), in the event of ambiguity and the possibility of double interpretation of any point of T&Cs, that point is interpreted in favor of the other party (gambler).

I had already sent my complaint (expressing my opinion on this also) before I saw your post, otherwise I would pay more attention to this detail.)

Oh.. seems the lost time to this case in it's cost became near to claimed amount) but this is already a question of principle)

I don't expect leniency or special treatment from the casino. I just expect strict compliance with their obligations according to the letter of their own T&Cs.

at the same time I expect an impartial and competent consideration of the case by the casino.guru

it will be a show trial

Radka, I would be very grateful if you explained how the "user feedback" is calculated for casinos.

Thank you

Have a nice weekend

Hey everyone,

I wanted to share my experience with Lemon Casino. They’ve refused to pay my $700 winnings, and the reason they gave is quite unbelievable. Apparently, they canceled my account and are holding my funds because I registered using a nickname instead of my full name. What’s frustrating is that they only used this excuse after my account was fully verified and approved.

I’ve tried to resolve the issue directly with them, but they won’t budge.

Has anyone else faced this kind of issue with Lemon Casino or had success resolving a similar situation?

Fun fact:

I was referred by AskGamblers, where I’ve now opened a complaint. Let’s see how that goes.

Hello,

Perhaps our position is not that clear; let me explain further.

I gave an explanation based on how we thought about the problem that was described in the review. You can be confident that I mean it when I say that irregular play has nothing to do with exceeding the maximum bet rule. To be more exact, even though the casino may say as much in their policies, we believe that is incorrect since we see irregular play as a component of the predatory policies that were created to give casinos greater legal leverage when it comes to nullifying winnings.

It is a common approach to craft extremely limiting rules; just be ready to use them every time needed, but it does not mean the rules are fair at all, which is precisely what we are focused on here. So, yes, "c'mon 🙂:

"However, some casinos also apply rules that are not listed in their T&Cs (hidden rules) or include rules that go against the idea of fair gambling and are used to exploit players (predatory rules)."

https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules

Yes, Curacao has granted the casino a license. It does actually matter much for us. We focus on how fair the terms are and how the casino "uses" them against the player. Your now "case" will be an interesting one to follow.

Radka, I would be very grateful if you explained how the "user feedback" is calculated for casinos.

Sure, here we go:

Each user review has its own mathematical value based on the overall user activity. A review submitted by a new user, for instance, will have the lowest value. According to the given logic, when a player with 10 justified complaints and 12 previously submitted and also approved reviews creates another one, its value will be very high.

The information button presented at each user rating score says, "This is an overall user feedback rating based on all reviews submitted by users. Individual user reviews influence this rating to a varying degree, based on previous activity of users on our website and other factors."

I assume I will not be able to reply to you again today due to my busy schedule, but I will try to stay in touch.

Have a great day!

Hi there.

Does this imply that the moment the casino chose to use your nickname as a means of breaking some sort of rule, your account was verified in full?

Could you please explain the registration process for this casino to me? Have you "directly" registered your account by providing your username, full name, email address, and password, or did the registration process enable you to utilize a pre-configured Google or Apple account, for example? If so, when these autofilled details were submitted, were they accurate?

I appreciate the details in advance, and naturally, best of luck with the complaint!

i have provided email, password, and my first name with my nickname(second name that is not registered on my legal papers), when i have send my documents that were verified and requested a withdrawal, they sent me the email asking for clarification on my name with my nickname. i explained what was related to my nickname and then minutes later they reversed my withdrawal and blocked my account. following up with their email.

This guys are masters of confiscation. Give them a "fulcrum" and they will confiscate it all.

I still wish to understand why their safety index remains so high. This rating should be more transparent, or at least some obvious disadvantages of this casino that players share should be included in rating assessment.

"We consider the casino's T&Cs to be fair". I'm sure, at least this statement is false.

Lemon Casino’s Violation of Curaçao License Requirements

Lemon Casino is breaching its Curaçao eGaming license terms by unilaterally blocking player accounts and seizing funds based on minor discrepancies in the registration details (such as first/last names). This practice is abusive and against the spirit of the Curaçao license, which emphasizes fair treatment and transparency.

Under Curaçao eGaming regulations, license holders are required to provide transparent, fair, and responsible gambling services. This includes:

Player Protection: Ensuring players are treated fairly, especially in disputes involving funds.

Fair Dispute Resolution: Licensees must allow players a reasonable process to resolve account issues. Lemon Casino fails to do this by blocking accounts without providing any opportunity to clarify or fix personal data errors.

Legitimate Winnings: Seizing legitimate winnings or funds without clear proof of fraudulent activity goes against Curaçao’s licensing objectives of safeguarding players’ rights.

Moreover, their terms, particularly section 02, give them blanket power to amend or assign agreements without proper player recourse, creating an unfair advantage and violating the principles of fairness required by the Curaçao Gaming Control Board.

I strongly encourage others to raise formal complaints to the Curaçao Gaming Control Board and highlight these unfair practices.

My complaint was rejected!

I did a little research and found that the licence its CIL not CEG. Wich means a BIG RED FLAG.

"The Gambling Commission of Curacao Interactive Licensing (CIL) N.V. 5536/JAZ

Authority: 3.2

Curacao Interactive Licensing (CIL) N.V. 5536/JAZ is a master license holder in the Curacao jurisdiction. What does it mean? Online casino licensing in Curacao works very differently from what you can expect in other jurisdictions.

If, let’s say, in Malta or in the UK, the government issues licenses to gambling operators directly, whereas in Curacao there are 4 private companies (called master license holders), which basically serve as 4 separate gambling commissions and are dealing with online casinos (issue licenses, control casinos, etc.)

So to say, CIL is one of those 4 companies, which was established in 2001, by the way. As a result, when you are dealing with CIL in one way or another, the Curacao government is not directly involved (even though it has entitled CIL to conduct gambling licensing)."

MEaning Lemon Casino transparency its way long to be at least 60% legal

by the way Iwas trying to submit a complaint here but the website is not allowing me to attach pictures or pdf , they are lower than 1 MB.

I'ts done, i was able to send almost all important documents.

Fingers cruised

To sum it all up here, I am really sorry about your experience at this casino and am glad that at the end you were able to submit the complaint.

Our team will get to it as soon as possible. Just, please be a little patient as we have many complaints coming in every day, and you will get soon contacted by your complaint resolver.

I hope that we'll be able to see a movement in your case and that the casino will communicate with us in order to get it all resolved.

Please stay in touch and inform us about any updates.

Great!

i have records of all emails , if you need extra information separate from what i have send in the complaint let me know.

That's an amazing offer. We would definitely appreciate it if you could share something else publicly on the forum as well. Merely for the benefit of others.

In addition, I wish you luck in your complaint, meaning that I hope the casino will cooperate and that the resolution will be as equitable as possible. 🤞🤞

I never cease to be amazed why this casino's safety index remains "very high", despite the obvious facts that it is VERY far from being so.

Of course, I'm far from thinking that casino.guru is deliberately misleading potential users, but it's obvious that something here isn't working as it should.

I believe that it was explained to you many times before, and if you go through this thread, you will find all the information our team provided regarding how do we review all online casinos.

Now we need to wait for the resolution of your complaint and only then we'll know if the casino is right, or if not, their safety index will be lowered.

We get your frustration, for sure, and our dedicated team is working on resolving your issue as best as they can.

Believe me, it's not only about my case. I'm sure it would be better to improve something, if of course the administration has intentions to improve. But it is another Theme for discussion. I promise I will open a thread in general discussion concerning to that when I have extra time.

BTW. Where can we share info about new casinos when we see they are not listed here?

Flash news!

Today out of the blue i got one email from lemon casino saying 100$ were approved to withdrawal (when they own me 700$)

I have sent them one email asking for explanations on this.

Are they only returning the deposit? Once a casino decides to void a balance and only return the deposit they normally won't look further into the case and you basically lost the balance except for the deposit

There is an ongoing complaint because they blocked my account and have stopped communicating with me since I escalated my case. Today, out of the blue, I received this email with no explanation, and my account is still blocked. This seems like a very unprofessional approach. I hope Casino Guru requests the game logs to reveal the truth, unless the casino refuses to share that information and has decided, at their discretion, to keep my funds and the account blocked.

These complaints could take weeks and the casino could decide not to collaborate with guru, in that case the complaint would be closed as unsolved and the casino rating lowered accordingly.

I have seen they have closed the account for a slight anomaly in the personal information, which to be honest most casinos do take extremely seriously and that's why they have that clause in their KYC policy asking you to provide exact information, but also every case has to be examined individually, there is a big difference between a mistyped name or surname to, for example, a person stealing someone's else identity to undergo KYC. I think their reaction is definitely exaggerated. Did they ask you to provide more documents, like a proof of address?