The player from Austria had her account closed at Lemon Casino due to concerns over gambling addiction and requested a refund for her losses. It was noted that the casino had proactively blocked her account as part of their responsible gaming measures, and she did not explicitly request self-exclusion or inform the casino of a gambling problem. Consequently, the Complaints Team was unable to advocate for a refund on her behalf, leading to the closure of the complaint.
Lemon Casino - Player's account is closed due to gambling concerns.
Amount: €150
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 month ago
Public
Public
1 month ago
Translation
I played at Lemon Casino and my account was closed by the casino due to suspicion of gambling addiction. Now I want to get my losses refunded.
At least a small part of it.
Automatic translation:
Public
Public
1 month ago
Dear mell87,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Was your account closed for gambling addiction suspicion by the casino or did you request to be self-excluded for gambling addiction?
If you have any communication with the casino regarding your account closure, kindly forward it to me at veronika.l@casino.guru. Alternatively, you may post screenshots here.
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
Public
Public
1 month ago
Thank you for your email.
As it stands, we are unable to move forward with your case because you have not explicitly informed the casino of a gambling problem or requested self-exclusion due to such a concern. Your account was instead proactively blocked by the casino as part of their responsible gaming measures.
Our role in mediating refunds is limited to cases where a player has directly informed the casino of a gambling problem and explicitly requested self-exclusion. In such cases, if the casino does not honor the request and the player consequently deposits and loses additional funds, we may then advocate for a refund. However, in your situation, since the casino initiated the account closure without any self-exclusion request from you, there is no basis for us to request a refund on your behalf.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion.
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