Lemon Casino - Player's Skrill withdrawal got denied.

Hello, for the past two days I've been trying to withdraw money to my e-wallet (skrill) because my primary bank account at Santander doesn't accept money originating from casinos.

In one of the emails, I received information that the money could be sent to skrill if the last deposit was made using this method, which was indeed how it was done.

The response I received stated that the transaction could not be carried out using this method.

Dear wrestler00001,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Lemon Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you successfully made any withdrawals from this casino before?

Could you please provide more detail about why you were unable to use Skrill to withdraw your winnings? Is it due to a temporary technical problem or is the method unavailable for customers from your country?

Have you contacted customer support regarding the withdrawal issue?

Have you verified Skrill as your chosen payment method?

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

Best regards

Veronika

Previously, I withdrew my winnings on Skrill without any problems, now I tried to send my winnings to Skrill and in response I received an e-mail saying Please follow Lemon Casino's regulations:

16. Withdrawals

15.1 Withdrawals should be made to the same bank account/payment method and via the same payment method as the deposit made to the Player Account.

Please order a payment by bank transfer.

I have written many times that I cannot send my winnings to my Santander bank account due to the blockade

I contacted customer service many times and received the same answer to no avail.

of course, I verified Skrill as a payment method

Thank you very much, wrestler00001, 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 wrestler00001 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello, regarding the withdrawal, one part of PLN 1,700 was sent to the Santander bank account

I transferred the second part of PLN 1,500 to the Revolut bank account. I received an e-mail that the payment was approved and is on its way. I received this information on Tue, May 7, 16:34 (5 days ago) I would like to know how long the transfer takes?

Regards

Dear All,

We would like to inform you that after a thorough review of the case, we can confirm that the player’s funds were paid via bank transfer. Additionally, the customer has not contacted our team with any complaints regarding this matter. If the funds have not yet arrived, we suggest that the player contacts our support department directly for assistance.

Regarding the payments, we would like to remind the player of the following term pertaining to withdrawals:

16. Withdrawal

15. Exceptional Withdrawal Requests

15.1 The withdrawal of funds shall be channelled to the same bank/payment account and through the same payment method as the deposit made to the Player's Account.

15.2 Recognizing the possibility of exceptional circumstances, wherein it may not be possible or practical to process a withdrawal using the same payment method, Lemon Casino reserves the right, at its sole discretion, to consider alternative withdrawal methods, provided that certain conditions are met.

This means that the withdrawal should be requested to the account or payment method that was last used by the player to deposit funds into their account. In certain circumstances, this may not be possible, and in such cases, our team may apply exceptions.

If there are any other issues that need clarification, please contact our support team via email or live chat.

LemonCasino

Dear wrestler00001,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.