Lemon Casino - general discussion (page 6)

I have provided all the required information via email and through their website.

The only issue they flagged was my nickname, which I added to my registered account. ( I’ve done this before with my surname at other casinos, and it was never a problem because all documents were verified. A few times, I even received emails asking for clarification, and once I provided the explanation, everything went smoothly—unlike with Lemon Casino.)

I agree that their reaction was exaggerated. And today, out of the blue, they only paid me $100 with no explanation at all, which raises even more red flags.

For now, I’ll wait to see how this complaint is resolved. Hopefully, they reconsider the misunderstanding and release all my funds.

Since you provided all necessary documents there shouldn't be a problem at all and considering they are refunding the deposit they probably already did all the necessary gameplay checks and no foul play was detected, now it all depends if they are willing to pay the rest of the balance and solve the complaint. Good luck

Dear Forum Members,

I wanted to share an update regarding my issue with Lemon Casino and my recent experience with Casino Guru's complaint resolution process. Unfortunately, Lemon Casino has closed my account and confiscated my funds, citing an incorrect surname in my registration as the reason. While I understand the importance of accurate information, this response feels incredibly harsh, especially since I was never given the opportunity to correct the issue.

What makes this even more frustrating is that I did, in fact, provide an explanation to the casino, along with all necessary documentation, to clarify the minor mistake. Despite this, they did not take my explanation into account or make any effort to fix the issue. Instead, they quickly moved to close my account and confiscate my winnings, which I find completely unreasonable.

Casino Guru has since closed my complaint, labeling it as "unjustified." I find this decision unacceptable, particularly because Lemon Casino did not provide me with fair treatment or proper communication during the process. To make matters worse, the casino has only refunded CA$100 as a token gesture, while confiscating the rest of my funds. This move feels highly opportunistic and unethical, as it shows they are aware of the issue but are unwilling to address it fairly.

I believe this situation reflects a deeper issue at Lemon Casino, and their actions suggest a serious wrongdoing. I’ve asked for my complaint to be reopened because I cannot accept this outcome as just or reasonable. I feel it’s important to share this with the community so others are aware of the risks of dealing with Lemon Casino.

I’ll keep everyone updated on any further developments, and I hope to see a fair resolution soon.

Best regards,

PetitGamer

To everyone reading, I strongly recommend avoiding this casino. And if you do register, make sure to use your full, official name to avoid ending up in a similar situation.

Sadly, this is where the case ends, but I felt it important to share my experience to warn others. Thank you for your support throughout this process.

That is nice of you; thank you for your contribution.😉

You can always use this thread 👈 whenever you find some new casino. We will appreciate it.

Unfortunately, your case didn't finish as you wished it would, but Kubo explained it well in the complaint thread:

"The registration process is a fundamental aspect of every online casino’s operation. Providing accurate and truthful information is not just a formality; it is essential for the casino to meet regulatory requirements, prevent fraud, and promote responsible gambling. This data helps verify identities, safeguard financial transactions, and prevent money laundering, as well as ensure adherence to legal requirements such as age restrictions. In short, reliable data protects both players and the casino itself.

It’s important to note that players bear full responsibility for providing accurate, authentic information during registration. Using a nickname or any name that does not match official documents violates the casino's Terms & Conditions and its KYC (Know Your Customer) policy. While I believe your actions were not malicious, the casino has justifiably flagged the use of a completely different name as providing false information. They’ve clarified that had it been a minor typo, they would have corrected it based on your documentation. However, the use of a different name in this case is a violation."

For this reason, there can't be anything more done from our side. Please be careful whenever registering or providing your information to avoid such situations.

i will. by the way why did you delete my last message?

Sorry, it was my mistake. I accidentally posted a wrong message here, and you replied to that one.

I accept your apology

As i was saying:

Honestly, this is the first time in years of testing online casinos that I've encountered this problem. I’ve learned the hard way. In the future, before depositing a single dollar, I will make sure to verify my Identity upfront.

Guys Learn from my mistake!

I really like your attitude here, and thank you for that.

We always learn from our mistakes, or we should, right?

I believe that everything happens for a reason, and even the bad experiences we have throughout our lives do give us something important.

The worst scenario, if the casino decides not to collaborate with 3-rd party orbiter. I'm sure the orbiter have to be fair, strong and strict enough so that none of casinos over the world even think about avoiding perform verdicts made here. Casino.guru does have a good potential to become an superorbiter "to keep in scare" any casino who avoid fulfill its obligations. I guess they need to use that potential more effectively.

Sad. Even if they are "technically" right, it's obvious, they blocked you because you had winnings and they just used your mistake to confiscate money. I find it's "not ethical" and any respectful casino should not have such behavior.

BTW I don't see your negative review here.

I'm waiting for casino-guru team to definitively close my case as i request my dispute to be reopened. once i get their response i will write my review. And yes, they were not ethical at all, and simply they did not wanted to pay my money and to keep their hands clean with casino guru they reimbursed me 100$. No explanation, nothing.

There is the copy of my review.

I recently had a very disappointing experience with Lemon Casino, a site I’d initially chosen for its varied game selection. However, as my experience unfolded, it became clear that any positive features were overshadowed by Lemon Casino’s opportunistic and unfair practices. Here’s an overview of what I faced:

Pros:

Game Selection: Lemon Casino has a solid selection of games across different genres, it’s one of the few positives I can say about my time there.

Cons:

Unfair and Opportunistic Account Handling:

After a minor discrepancy in my registration details (simply adding a nickname to my first name), the casino blocked my account and confiscated my funds. Although I provided all required documents and attempted multiple times to resolve the issue, the casino was completely unwilling to accept any clarification or corrections.

This issue, which could have been easily resolved, was instead used as an excuse for them to permanently seize my winnings. Even through Casino Guru’s assistance, Lemon Casino stuck firmly to their stance without showing any flexibility or regard for fairness.

Unilateral and Rigid Customer Service Decisions:

Customer service at Lemon Casino was robotic, rigid, and unhelpful, with no option for back-and-forth discussion. They quickly made unilateral decisions, citing their Terms & Conditions as a shield to justify any unfavorable actions. There was no sense of negotiation or willingness to listen to a player’s perspective.

No Live Chat Available:

A lack of live chat support was a significant inconvenience. Communication only took place via email, with long response times and often unhelpful replies. This limited my ability to quickly resolve any issues or even discuss options directly, which added to the frustration.

Difficult-to-Find Games:

Even though the game selection is broad, navigating through it was surprisingly challenging. The layout made it hard to find specific games, which was disappointing for a casino of this size. Having a strong game selection loses its appeal when it’s difficult to access the games.

Tricky License and Lack of Player Protections:

Lemon Casino operates under a Curacao license, which unfortunately offers limited protections for players. After escalating my complaint through Curacao's system, I realized that players have almost no recourse, as Curacao licensing allows private entities to handle disputes independently. This loophole leaves players without fair options and makes the casino’s unilateral decisions practically irreversible.

Ultimately, my experience with Lemon Casino was frustrating and disappointing. Despite their decent game selection, their exploitative practices, lack of support, and unfriendly user experience left me feeling taken advantage of and unprotected.

For any player considering this casino, I urge you to proceed with caution—there’s a high chance you may find yourself in a similar situation with little recourse.

Just a note to lemon.casino.

First I didn't have intentions to claim a complaint here instead even I would spend some money for your "advertising company". But now I have spent a lot of time on it.

There's very little chance you will avoid following your T&Cs be it with help of this website or another or Curaçao Online Gaming Control

However, I want you to realize clearly your reputational losses will be much MUCH, MUCH more than disputed amount. Only the place for you with "Very high" safety index or equal will remain casino.guru . But in that case, of course, the most of users, like me, will not take serious anymore any rating given here.

Hi. I see your review isn't published yet. I doubt that Casino.guru didn't approve it. Am I right?

This makes me laugh when it concerns to this exact casino. All your stuff do in this thread: statements about your impartiality and independence. Don't you find that becomes funny and your Special Treatment to this exact casino is so obvious that casts a shadow on casino.guru entire activity, even if we take into account that most of your reviews are fair. Please don't speak about transparency. If you do, then let's detail by detail analize your 9,5 safety rating given to this casino called website according your Casino Review And Rating Process.

Radka, I believe you tried to do best, thank you. You remember my comments about the fact that none of the third parties bother to consider the cases on the merits if there is a fact of violation. The case "review" once again confirmed my convictions. "Classic" case in everything. The requirement to follow the casino's T&Cs literally and word for word was interpreted as a "play with words", but apparently because the but apparently because the majority guesses that my demands can't be considered totally unfounded (at least)- I was offered a pitiful bonus as compensation.)) I can offer a dozen better bonuses. This is all that the complaint teams are capable of, I'm afraid not only of the casino.guru.

But besides this, your attitude to this casino is so striking that I have vague doubts that this is not just your "ordinary" partner. By the way, there was no personal information in the texts of the complaint, so why did your complaint team decide to hide them from other users..?? What content of complaint they consider "unsafe"? Are they afraid that they will consider your verdict unfair, since my arguments were more than justified?

Resume

I was right... as almost always )

What an unexpected assumption...

Do you believe that quoting a post that was written a year ago and sent to someone else makes any sense? Actually the player (ZockerMH1102) was complaining on the forum that we do not do anything to assist him while also having an open complaint at the same time.

Thus, the whole point is lost; what remains is just a twisted assumption, again.

I am not sure what you are trying to remind me of. I'm sorry.

We have gotten to the point, I think, where nothing we ever tell you causes you to think about the way you have been acting. You obviously want to find out what you think has been going on, so if I tell you that you are entirely mistaken and that we administrators, particularly in this thread, took the time to address all player concerns and provide context, would you accept that?

Permit me to state what needs to be said in these circumstances, as I have personally encountered numerous players with that mindset:

If you have specific questions that describe specific situations, I would be more than pleased to answer them.

I think you have had plenty of opportunities to familiarize yourself with the forum and with us. We are here to support players; constructive criticism is fine, but we will not waste our time disputing generalism.

Regarding the complaint, I fear I can't help you because I simply do not know the answer. Would you mind asking Branislav? Just a detail: it is not marked as "unsafe," it's marked as "sensitive." As far as I can tell, the content may not only indicate personal details.

It is also difficult to accept suggestions from someone who is unfamiliar with the concept and calculation of the Safety Index regarding how we should recalculate it. I hope you understand this.

Bring all the players you know who might be willing to file a complaint against this casino here.

If you have any other concrete ideas, I will be here.