The player from Poland experienced a malfunction during the game 'Banana Rock' on August 13, 2024, which resulted in total losses of 48,200 PLN. Despite having reported the issue, the casino provided an unsatisfactory response, citing insufficient rounds played for analysis. The player also noted inadequate protective measures related to their self-exclusion. The Complaints Team concluded that there was no valid reason for a refund based on the player's description of events. Consequently, the complaint was closed.
Lemon Casino - Player reports game malfunction leading to significant losses.
Amount: 48,200 zł
Lemon Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Translation
On August 13, 2024, I participated in the game "Banana Rock" and, due to its malfunction, lost a total amount of 48,200 PLN. Throughout the game, I felt that the mechanics were flawed, leading to excessive losses. I reported my concerns to customer service, but the response I received was unsatisfactory. The casino stated that 3,441 rounds played is too few for a thorough analysis and that their systems did not detect any irregularities. This stance raises serious doubts about the reliability and transparency of the casino's systems.
Additionally, as someone who has struggled with gambling addiction, I had previously used the self-exclusion option to protect myself from excessive losses. Unfortunately, despite the casino's knowledge of my issues, they did not provide adequate protection in accordance with the site's regulations. In the days following the incident on August 13, I incurred additional losses of around 13,000 PLN, which only exacerbated my financial and personal problems.
In light of the above, I request a detailed analysis of my case, with particular focus on the game from August 13, 2024. I also expect explanations regarding the malfunctioning of the game and the lack of protective measures that should have been implemented due to my self-exclusion status. I look forward to a thorough response and appropriate corrective actions.
Automatic translation:
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3 months ago
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
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2 months ago
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?
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2 months ago
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
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2 months ago
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
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2 months ago
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.
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2 months ago
Thank you Tomas for your answer, my account has already been closed. Is there a chance to recover my deposits or is it impossible?
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2 months ago
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.
