Lemon Casino - Player experiences difficulty with verification.

Dear Casinoguru Team

I have deposited 565₹ yesterday and won 9305₹ in Live Casino after that I placed withdrawal from Lemon Casino.I got an Email regarding verification and I sent them ID card, Address Proof, Deposit proof but still customer support is saying that they haven't received any documents.They are repeating the same thing again and again, It's too much frustrating.Customer support not available all time also they never respond to Email and never pay the withdrawal.I request you to kindly Mark this Casino fraud and Resolve my issue at the earliest.

Thanks

Dear sona9517,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you submitted all the documents yesterday only? I'm sure you understand that the casino needs a few working days to receive, process, and verify your documents.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Casinoguru team

🥰Due to your effort My Account has been successfully Verified ✅

But I request you to keep this complaint opened till I not get my withdrawal.Since this is new casino and there is no information about their withdrawal,I am waiting for the amount to be credited in my bank account .After that I will tell here .

Thanks a lot to Casinoguru Team ,You are God for helpless players.Really a lot of thanks to Casinoguru 🥰🥰❤️

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sona9517, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Dear Casinoguru Team

Lemon Casino approved withdrawal on 26 June and said that amount will be credited within 5 days but still amount not credited to my Bank account while they marked my withdrawal "Completed". I am asking proof of payment they sent to me but they're not sending any proof.Still the amount not credited to my Bank Account

Thank you very much,sona9517, for getting back to us. We are sorry to hear that you still didn't receive your winnings. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding. 

They are wrongly claiming other payment of 9280₹ that they have sent but withdrawal amount was 9305₹.I sent them bank statement also.They told last date to credit the payment is 1 Jule but still amount not credited.This is Fraud casino and RIP everyone in this way.They only marked withdrawal "Completed" without sending the money.

Also they are completely ignoring me on chat and Email both.I don't know why you rated Good this Fraud Casino.Everyone are facing issues regarding deposit, withdrawal,bonus, customer support.This casino is Fraud that's why they not sent my withdrawal also they're ignoring me totally.I request you to keep this casino in Blacklist and also ask the proof of payment from Lemon Casino which they sent to me.

Thanks

Could it be that the received amount is from this specific casino but lower due to withdrawal fees?

Dear sona9517,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No that amount was received from other casino named 'lynxbet' also there was no charge applied in Lemon Casino for the withdrawal.That payment was not from Lemon Casino and they accepted this also.From 26/06/2023 they're still ignoring to my Email and only mailing me that "kindly wait we are investigating" .They are ignoring me totally,They not done only with me but many of my friends told that Lemon Casino is fraud they're not giving any amount.

Kindly help me without any delay

Thank you very much, sona9517, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you sona9517 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lemon Casino for their help in resolving this complaint. We would like to ask you to help resolve this issue.

Thank you!

Dear all,

We are sorry for the inconveniece, however, we can confirm that we sent the funds on 26.06. On the 03.07 we have contacted the payment provider to clarify the situation and today we have sent another message to them. The funds left our balance, we are tying to clarify this with our payment provider once again.

Thank you for your patience and understanding.

Best Regards,

LemonCasino

Dear Peter Sir,

Here from screenshot you can see that Lemon Casino has crossed the level of ignorance,I sent them a lot of Emails along with my bank statement and arguing them to send my funds but they keeps me ignoring totally.From 26.06.2023 they're not sending me the Payment Reference number to check the payment status.Also Lemon casino is not doing this only with me but many of my friends are facing the same issue also.In last when I saw that Lemon casino will not give my withdrawal I contacted to Casinoguru and now I have a hope that I will get my funds by your help.Such casino misuse their power and makes fool to players by cheating and holding their money.I request you to teach lessons to such Scam Casino so that no one could face such issues in future. From 26.06.2023 I am waiting till now and they haven't sent my money,Also they haven't sent any Payment Reference number.My account is fully Verified also & the winning was from my real deposited amount.Kindly help me.

Thanks

Dear all,

We would like to specify again that the transfer got stuck into our payment provider side, the money left our accounts on the date communicated to the player therefore we had no influence on the transfer after that point,i it was showing as completed for us just like it showed for the player itself.

After several investigations with our payment provider directly, they promised to us that the transfer will be resent on Thursday by 2pm CET. We don't have an influence on this date as the payment provider has to correct the issue, recover the funds and send it again to the account provided by us.

We will inform you once that happened and sorry for the inconvenience caused.

Best Regards,

LemonCasino

Dear all,

Our payment provider communicated that the transfer have been resent from their end. Please notify us once you received the funds.

Thank you,

LemonCasino

Dear CasinoGuru Support team and especially "Peter" sir. I am very happy to informing you that today I have received my withdrawal into my Bank Account & the Amount of 9305₹ has been credited successfully.Without your support it is not possible because Lemon Casino was ignored me from a long time but due to your effort Lemon casino has sent my funds.

You're not just a site but god for helpless players.Thanks a lot for your huge contribution in getting my winning.

Thanks a lot

Dear sona9517,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

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,

Peter