The player from Germany had attempted to deposit €100 and claim a bonus, but despite both ends showing a successful transaction, the player had not received the playable balance. The casino's support team had been unresponsive to the player's concerns. The player had suspected a technical error related to the bonus booking and had communicated this to the casino's support. After some silence, the player had provided the payment history and game history to our team for further investigation. We then had contacted the casino for more information about the issue. Eventually, the player confirmed that they had received the money and thanked our team for the assistance. The issue was marked as resolved.
Lemon Casino - Deposit has not been credited to player's account.
Amount: €100
Lemon Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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8 months ago
Translation
I attempted to make a deposit of €100 with Jeton and claim a bonus. However, upon claiming the bonus in the bonus tab, I received an error message. Despite this, the transaction is displayed as successful on both ends. Nevertheless, I did not receive my playable balance.
Unfortunately, the support team has proven to be unhelpful. They simply assert that everything went smoothly and do not bother to address my concerns. I find this rather impertinent!
Automatic translation:
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8 months ago
Dear dmr2103,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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8 months ago
Translation
I think it's a technical error related to booking the bonus. The transaction is shown as successful in the casino. Unfortunately I couldn't access it and the balance is 0. A support employee has now contacted me. Let's see what happens.
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7 months ago
Dear dmr2103,
The error may still be caused by failed transaction. Please be sure to forward a payment confirmation from your provider to the casino as a proof that you did send the money. Let us know once the casino will provide you any update regarding the case.
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7 months ago
Translation
The transaction was successful and I quickly communicated this to support. The support contacted me briefly. But there has been silence for a few days. So far I haven't received any further updates.
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7 months ago
Would it be possible to forward the payment confirmation and your casino account deposit history to nikolas.b@casino.guru?
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7 months ago
Translation
Hi Nick, I sent you the payment history by email. I also sent the game history with the last bets. Just want to make it clear that I never received the deposit and didn't gamble it away. Lemon support has also received the gameplay, but everything still seems very complicated. This is absolutely incomprehensible to me because the matter is clear.
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7 months ago
Thank you dmr2103 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello dmr2103,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Lemon Casino to join the conversation.
Dear Lemon Casino,
Can you please provide information on why was the player's deposit not credited to the player's account balance?
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7 months ago
Translation
Hello, you can close the case.
I received the money today!
Many thanks to the Guru team!
Automatic translation:
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7 months ago
Thank you for your response, dmr2103.
I'm glad to hear that you received the money. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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