Lemon Casino - Player reports game malfunction leading to significant losses.

W dniu 13 sierpnia 2024 roku uczestniczyłem w grze "Banana Rock" i w wyniku jej niekorzystnego działania przegrałem łącznie kwotę 48 200 zł. Przez cały czas gry miałem wrażenie, że mechanika gry jest nieprawidłowa, co skutkowało nadmiernymi stratami. Zgłosiłem swoje obawy do obsługi klienta, jednak odpowiedź, którą otrzymałem, była niezadowalająca. Kasyno stwierdziło, że liczba 3441 rozegranych rund jest zbyt mała, aby przeprowadzić kompleksową analizę, i że ich systemy nie wykryły żadnych nieprawidłowości. To stanowisko budzi moje poważne wątpliwości co do rzetelności i transparentności działania systemów kasynowych.

Dodatkowo, jako osoba z problemem uzależnienia od hazardu, wcześniej korzystałem z opcji samowykluczenia, która miała na celu ochronę mnie przed nadmiernymi stratami. Niestety, mimo że kasyno wiedziało o moich problemach  nie zapewniło mi odpowiedniej ochrony zgodnie z regulaminem strony. W dniach po incydencie z dnia 13 sierpnia, poniosłem dodatkowe straty w wysokości około 13 000 zł, co tylko pogłębiło moje problemy finansowe i osobiste.

W związku z powyższym, proszę o szczegółową analizę mojego przypadku, ze szczególnym uwzględnieniem gry z dnia 13 sierpnia 2024 roku. Oczekuję również na wyjaśnienia dotyczące nieprawidłowego funkcjonowania gry oraz brakujących działań ochronnych, które powinny były być wdrożone w przypadku mojego samowykluczenia. Liczę na rzetelną odpowiedź i podjęcie odpowiednich działań naprawczych.

Dear Lucca78yyhhh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lemon Casino.

Please note the sample might not be sufficient for any conclusion since (the absence of) rare big wins might skew the resulting RTP.

Moreover, we don't deal with issues revolving around game functionality and game providers and may not compel the casino to launch such an investigation. You may wish to discuss these topics on our forum https://casino.guru/forum/game-providers

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you informed the casino about any gambling problems, addiction, or struggle to control your gambling in the past?
• Could you please specify when and in which way you informed them? Please forward proof to my email at tomas@casino.guru, or alternatively 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

I sent messages to your email

Thanks for your email and explanation.

Could you please give more details regarding your month-long self-exclusion?

Have you requested for it to be canceled? Have you asked casino support for a deposit limit to be set on your account?

Thank you for your message.

I would like to clarify that I did not contact customer support about setting a deposit limit. However, I was searching for such an option under "My Account," where it should be available according to the terms and conditions, but unfortunately, it wasn't. Regarding the self-exclusion I mentioned, it was no longer in effect during my gameplay; I brought it up merely to highlight that the casino was aware of my issues.

What concerns me the most is that I was able to make around 30 deposits within an hour without receiving any warnings or restrictions. Additionally, my main doubts revolve around the gameplay in "Banana Rock," but as you mentioned, you're unable to assist with that.

Best regards,

Lucca78yyhhh w

Dear Tomas,

I am writing to kindly ask for your thoughts on the matter we discussed. Your insights would be greatly appreciated.

Looking forward to your response.

Best regards,

Lucca78yyhhh

Thanks for your patience.

Please understand we believe that if you inform the casino about any gambling issues, the casino should act to protect you from further gambling. Nevertheless requesting a temporary self-exclusion doesn't represent a very high degree of player protection. Also, online casinos might not monitor the frequency of deposits and act upon the high frequency of deposits. It's not a feature we consider mandatory in online casinos.

If you believe you need protection from gambling I would recommend you request a permanent self-exclusion due to gambling problems.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Lemon casino support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@lemon.casino (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

I'll await your reply.

Thank you Tomas for your answer, my account has already been closed. Is there a chance to recover my deposits or is it impossible?

Thanks for the update.

From our point of view, we don't see a valid reason for a refund. If you were considered in control of your gambling at the time, you were responsible for any losses. I am sorry for the disappointing result of your complaint.

Unfortunately, the casino doesn't cite any avenue to pursue disputes other than its support at support@casino.lemon You may try to contact a different alternative dispute resolution service.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I wish I could be of more help. Please do not hesitate to contact us if you run into issues with any online casino in the future.