Lemon Casino - Confiscated winnings

Hello with you

Lemon Casino has informed me that they have confiscated my winnings/payouts because I broke the rules of a bonus by betting €3 per spins instead of Max of €2. Does anyone have experience with it?

It must be said that I had paid approx. €600 the day before (without bonus), won and ordered payment of €1500! The next day I get a bonus (not dependent on a new deposit) which they claim I played incorrectly - I have not yet received documentation for this - and on that basis they confiscate everything!

Any input here?

Hello,

this is indeed a quite usual issue, and it is also one of the reasons I do not like bonuses much. There are too many rules, yet mostly, it is up to the player alone to adhere to these. Well, back to your problem, now.

We at Casino Guru believe in fair and decent approach towards every issue - max bet limit included:

"we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other reason), the casino should carefully judge each case separately. Some players may break the rule on accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes."

If I'm not mistaken, this casino does not apply any active restrictions on bets while playing with a bonus. Am I correct?

Hi Radka

Thank you very much for your comment!

I completely agree and for the same reason I never request a deposit bonus, as it is too opaque. I didn't do that here either (although I had the opportunity and deposited several times)

What happens instead is that - after playing and requesting a payout - I get a random bonus (treasure box) when I log in to see the status of my payouts. I play the €50 on a machine and win nothing. I don't have any of my "own money" in there. It is here that the casino believes that I have played for over Betmax, which is very hidden in their terms. It also states that it is not "possible" to play for more than €2 per spin and that, if necessary, they reserve the right to confiscate the winnings. It is technically possible And they apparently consider that it gives them the right to confiscate completely independent amounts.

It seems crazy in every way, and I also expect that upon closer review they will realize that it is of course a mistake. The alternative is that I can never play there again, as they will always be able to confiscate my winnings with reference to a mistake in the past completely unrelated to the winnings. This can hardly be how their conditions are to be interpreted - even by them

and to clearly answer your question; no, it is possible to bet anything without warning or anything.

Otherwise agree - but regardless of their bad technical solution and saved conditions, I won nothing/got out of the bonus game after 5 minutes with 0, so that doesn't give you the right to confiscate. Bonus on the €50 is wagered around 9%, so (also) for that reason alone it is impossible for the €2200 in winnings to come from here.

Just received this from Lemon Casino:

We are writing to apologize for the recent inconvenience caused by the mistaken confiscation of your funds. We understand that this was an error on our part, and we sincerely regret any distress it may have caused.

We have investigated the matter and can confirm that the funds have now been returned to your account. As a token of our apology, we have also added a 50 EUR bonus to your account.

We value you as a customer and we want to assure you that we are committed to providing you with the best possible gaming experience.

Thank you for your understanding.

I read the whole situation you had. I see, but it was solved according to the last post am I right ? So the casino refunded the money they took from you and now you'll be able to withdraw it ? Have you made your withdrawal yet? Feel free to let me know. 🙂

Hi Jaro

Thank you for your message. It's fixed, yes! They have just approved my payment. Apparently it pays to complain 😊

That's great news. I'm glad the casino finally admitted it was a mistake and will pay you back. I wish everyone could admit a fault like that. So when you get your money back, let me know. 

Anyway, are you going to keep playing here when the casino has taken a reasonable step and helped to resolve the situation ? 🎉😁

Hi Jaro

No, I have lost my trust in the casino. When they can make such a drastic and completely wrong decision and just take my €2,200 out of the blue, I don't trust them not to try to find a similar excuse to steal my money a second time. It's not worth taking the chance with the selection of casinos out there.

Hopefully, next time you won't have to go through any similar issues.

Do you have some other casino in mind already, perhaps?