The player from Poland had his account blocked after he initiated a withdrawal and verified his data. The casino accused him of possessing multiple accounts, which he denied. However, he admitted that a friend had registered an account using his device and his WiFi. We had explained that it was against the casino's rules to use one device for multiple accounts, making it impossible to prove the accounts weren't accessed by one person. As a result, we were unable to assist the player and had to reject the complaint.
Lemon Casino - Player’s account has been blocked due to alleged multiple accounts.
Amount: 6,000 zł
Lemon Casino
Safety Index:Very highSafety Index
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9.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Hello, I have a problem with the casino. Well, when I tried to withdraw the deposit (PLN 6,000) and after verifying my data, they blocked/deleted my account. After contacting the casino support, I found out that they accused me of having multiple accounts (I attached SS). But I don't have and haven't had any other place. When I asked for evidence, they did not respond to me. Can anything be done?
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1 year ago
Dear kamilbieszke08,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
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1 year ago
Translation
A friend of mine could use my WiFI(IP) when I talked him into playing at this casino.
I had no active bonus.
And unfortunately I didn't have time to check the KYC verification.
Automatic translation:
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1 year ago
Did your friend use his own device or did he register with your device in this casino?
Has your friend passed the KYC verification?
Has your friend activated any kind of bonus?
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1 year ago
Translation
Yes, he registered on my laptop, and I'm not sure if he activated the bonus. It was some time ago and it's hard for him to tell whether he activated the bonus.
As far as I know, he only passed the initial registration.
Automatic translation:
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1 year ago
I am sorry but if both of you used the same device for accessing the casino website, we are unable to help you. Please understand that it is strictly forbidden to use one device for using several accounts. It would be virtually impossible to prove that the accounts were not accessed by one person.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
