Lemon Casino - Player's self-exclusion was delayed.

Lemon Casino failed to implement self-exclusion - lost money after request Description of the complaint: On Friday [date], I submitted a self-exclusion request to Lemon Casino due to gambling problems. According to responsible gaming standards, self-exclusion should be implemented immediately or within a few hours at most. However, 48 hours later, I was still able to access my account and place bets. During this period, I lost 19000 PLN that I should not have been able to gamble if the self-exclusion had been properly implemented. Timeline of events: - Friday 02.05.2025 12.27 Submitted self-exclusion request - Sunday 22:31: Still had full access to my account - Lost 19000 between Friday and Sunday I believe Lemon Casino failed in their duty of care by not implementing the self-exclusion promptly. This delay caused me significant financial harm that could have been prevented.

Casino self excluded me 12 minutes after I write another email that I describe I lost money.

Dear henry171,

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

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

• Could you please explain when was the last time the casino allowed you to deposit?
• Have you contacted the casino's live chat after you noticed your self-exclusion wasn't processed?
• Could you please share with me the related communication between you and the support? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

> Could you please explain when was the last time the casino allowed you to deposit?

Last time I was able to deposit was 04/05/2025 22:41 CEST Warsaw Time, One minute after at 22:42 CEST I was blocked, about 10 minutes after the loss, because I wrote an additional email.

> Have you contacted the casino's live chat after you noticed your self-exclusion wasn't processed?

I contacted two times first for wrong e-mail, and after that for e-mail provided by the person. I will send you this e-mail to this [email protected]. But its in polish. After i write them e-mail like 2.5half days later about my lossing the instantly blocked me.

> Could you please share with me the related communication between you and the support? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I will share this right now to this e-mail.

Sended all the transcripts of emails. If you need anything else please feel free to ask. It's really hard at LemonCasino to self excluded yourself. Not like in any others casinos like you can self exclude yourself in Profile Settings.

after several emails and replies that did not concern the matter at all and tried to bypass the problem, the casino said that they were looking into the matter and would get back to me as soon as possible. I expect a positive consideration of the situations and a refund from them all 19.000 PLN what I lost, but we'll see how it goes. Also i recommend them to improve they self-exclusion system. Sended this e-mails as transcript aswell to Your email Mr. Tomas

Today the casino wrote me an email saying the message went to spam and that they would return the money I paid, which was 19,000 PLN. When the transfer reaches me, I will let you know and the case can be closed.

Dear Tomas and Casino Guru Team, 

Thank you for giving us the opportunity to respond to this case regarding the player.

We would like to clarify the situation as follows:

After thoroughly investigating the case of the player we have determined that the initial request for self-exclusion was not processed in time due to an internal technical issue. As a result, the account remained active, and activity continued beyond the player's intention.

Lemon Casino fully acknowledges responsibility for this delay. We have therefore decided to refund the full amount which was lost after the self-exclusion request had been submitted. The funds will be transferred directly to the bank account associated with the player's profile.

We sincerely apologize for the inconvenience and distress this situation may have caused. We remain committed to maintaining the highest standards of player protection and operational reliability.

Sincerely,

Casino Representative

Lemon Casino🍋

Thanks for the reply to both parties.

Dear henry171,

Please let me know when your refund is processed and reaches your bank account.

Looking forward to your reply.

Still waiting for the money cuz casino make a mistake and 2 times bank rejected withdraw. So I still waiting.

Money arrived everying goes fine! thanks for the help!

Dear henry171,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru