The player from Austria faced an issue after a withdrawal of EUR 975 was credited back to their credit card account but not returned to their player account. Despite providing a receipt from the credit card company, the casino did not accept it, claiming the amount had not been received. The Complaints Team attempted to assist by requesting further evidence and extending the response time, but the player did not respond to the inquiries. As a result, the complaint was rejected due to a lack of communication from the player.
Lemon Casino - Player has a delayed withdrawal issue.
Amount: €975
Lemon Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Good day!
I made a withdrawal, which was credited to my credit card account. Since withdrawals from other people are not allowed to this account, the amount was sent back to the sender on 01/23/2025.
However, the missing amount of EUR 975 was not credited back to my player account. According to the casino, the amount has not been received. After consulting with my credit card company, I was sent a receipt for the return.
However, the casino does not accept this receipt.
I was able to successfully carry out multiple withdrawals to my checking account with the casino.
I request your assistance.
Automatic translation:
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2 months ago
Dear burtscher.wolfgang,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lemon Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did the casino specify what evidence would be satisfactory in this situation for you to provide?
- Could you please share with me your communication with the casino when trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
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2 months ago
Translation
Good evening! I will post the email traffic here tomorrow.
Automatic translation:
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1 month ago
Dear burtscher.wolfgang,
If the issue persists, please note I haven't yet received any evidence from you. Kindly provide it, otherwise we might not pursue the complaint.
My email is tomas@casino.guru
