Lemon Casino - Player’s winnings confiscated after account closure.

i won 3000 on lemon casino using my cash balance and not the bonus money and they are refusing to pay me. After i won the 3000 i proceeded to make a withdrawl, i then get asked to submit documents to kyc. I sent all the documents they asked for then i got an email saying i was succesully verified. The next day i get asked to send a selfie with my id, which i complied and sent it. The following day i get an email saying they have detected outside interference and have closed my account along with there terms of fraud in the email.

I have no idea what theyre talking about all i did was play slots, no fraud no outside interference please casino guru help me get paid from these ludicrous accusations they are doing

Dear mila20155,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you're experiencing with Lemon Casino regarding your winnings and account closure. To help us better understand your situation and assist you more effectively, could you please provide the following details:

• When did you initially request the withdrawal of your winnings?
• I can see from the forwarded communication that the casino emphasized that withdrawals can only be made to the same payment method used for deposits. Have you complied with this condition?
• What specific documents did you provide for the KYC verification, and did you receive confirmation that your account was successfully verified?

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,

Petronela

hello

i asked for my withdrawl a few day after i won

yes i used the same method for withdrawl i deposited with

i provided every document they asked for id, proof of address, screen shots of deposit methods and yes like i mentioned in my orginal msg after i sent all the docs i received an email saying i was succesfully verified and the next day they asked for another document which i sent it (even though they had just verified me)

Thank you very much, mila20155, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

thank you petronela

Hello, mila20155,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Lemon Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear mila20155,

I am in contact with the casino representative outside the thread. While I am waiting for more details and clarification regarding the matter from them, allow me to ask you a few questions.

What exact personal details did you fill out during the registration? Can you please provide your full name(s), surname(s), complete physical address, and phone number if it was requested/filled out?

Can you forward all the documents/photos/files you provided to the casino during the KYC/verification process to me?

In addition, can you share the same email with the confirmation of successful verification, as you provided above, but with the sender's email clearly visible in the screenshot?

Since the casino has strict rules and internal policy, I would need your express consent for the casino to provide me with all the necessary details and documents for our investigation of the case. Can you please confirm you agree to the casino to share all the necessary details/data and information from your casino account with us?

If it suits you better, feel free to send the requested details and files to my email address (branislav.b@casino.guru). In case you decide to share everything here, in your posts - no worries at all, all sensitive information and details will be marked accordingly and hidden from the public.

hello branislav

i have emailed you everything you asked for and yes i consent for casino to send you information

Thank you very much, mila20155!

Let's wait for the casino's response and further details.

Dear Lemon Casino Team,

Can you check our external discussion and comment on my last messages?

Looking forward to hearing from you.

Thank you for your response and further details, Lemon Casino Team.

The matter is a bit more complex than expected and it is necessary to discuss it internally with the team. Once it is done, I will inform you about an update directly here. It should be done by the end of next week (Friday).

Dear mila20155,

In the meantime - very important questions arose.

Based on the information and details gathered so far - can you please state what is your relationship with the casino.guru user blackovergrey and explain possible connections between your accounts at Lemon Casino?

In addition, would you be able to provide us and/or the casino with a video recording of you, holding your ID, walking outside - in front of your current location/the address you filled out upon registration as your residence, with the building and building number clearly visible (behind you) in the recording?

hello

i dont know who that is

Can you please explain why it was taking so long to reply here, but you basically responded a few minutes after blackovergrey's case was closed?

To be honest, it looks like we are not talking about only a few coincidences here.

So, once again - can you please state what is your relationship with the casino.guru user blackovergrey and explain connections between your accounts at Lemon Casino?

Would you be able to provide us and/or the casino with a video recording of you, holding your ID, walking outside - in front of your current location/the address you filled out upon registration as your residence, with the building and building number clearly visible (behind you) in the recording?

hello

i was on vacation and just got back, to be precise i landed at 10pm on sunday and only got home around 11:30 at night (i still have my boarding pass but its ridiculous, if you ask me, that i would need to provide this, its a clear violation of my privacy but if needed i will gladly send this as well)

i took monday to settle in after a vacation and came online only this morning

i have no idea who is that is,

i have filmed the video i will send it to you at the email you gave me earlier in this thread and i will send it on a previous email thread with lemon casino since i cant login to the casino

Alright, mila20155. Thank you for your email and the video, and for additional information as well.

Setting the timer for the casino, waiting for further details I requested a while ago from the casino representative outside the thread.

Thank you for your patience and understanding.

Dear mila20155, please forward all the documentation you have provided to Casino Guru to our support@lemon.casino email address. Our colleagues, will check and assist you further.

Thank you,

LemonCasino

hello

i just sent everything you asked for in the email

Greetings, guys. I am sorry for the long delay.

Dear mila20155,

Did you also share the video you forwarded to me earlier with the casino?

Can you please provide us with an update? What additional documents did the casino request from you or what was the progress there? Were you able to provide all the additional documents they asked you for?

hello

yes i sent them the video

they also asked me to send new selfies holding my documents and new pictures of my ids which i sent and i havent heard back from them about a week now

Dear all,

Within 24 hours our team will make a final decision about the case and will inform the player accordingly. Thank you for the patience and cooperation.

LemonCasino

Thank you both for your replies and updates. So, the final decision should have been made.

Dear mila20155,

Any news or updates, please? Has the casino already contacted you? If so, what information did you get?

hello

everything is good, i got paid from lemon casino

thank you casino guru and lemon casino

Great news, mila20155!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you very much, Lemon Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru