Lemon Casino - Player's account balance significantly decreased.

Hi,

I had 230$ in my account from 30$. I tried to withdraw and they bombarded me with verifications necessary to complete my withdraw. I just logged back in to see my balance is 30$!! Where is my 200$????

Dear jannnmckay,

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

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? Has your account been successfully verified?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Dear jannnmckay,

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.

i sent all documents. Everything was approved. Then they asked me to send in pictures of my debit card front and back, with my cv code and expiry covered. Once I did this, my account could not be verified as I lived in Canada. So no my account wasn’t verified, I did not use a bonus only real money, but still. They’re on the casino Canada website, and yet, let you sign up with your address (even though it is in Ontario) let you play and or win/lose, then close your account. This isn’t fair. If I lost, there would be no refund of my deposit. But because I won, 230$ went to 30$…

Could you please send me any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru? Do I understand correctly that the casino voided all your balance except for your deposit due to you being from a restricted country? Did you use any VPN or IP-masking software to access the casino website? Did you provide true and correct personal information when you opened your account?

The player sent us the following email:

Hi,

Here is what I have.

I did not use VPN, simply just signed up with my street, but it never asked for province. That’s where they got me afterwards with the "restricted area"…

I did what I do for majority of the casinos I play at. Sign up, deposit, and play. But they got me… 200$ is a lot of money too!

Anything you can do?

Thank you very much, jannnmckay, 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 jannnmckay 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 know why the player's account could not be verified and what can we do to help resolve this issue.

Thank you!

We have received the following message from the player:

Hey,

I don’t know what you all did but thank you so much.

They sent me the 200$.

Dear jannnmckay,

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.

Best regards,

Peter