Lemon Casino - Player's winnings confiscated over alleged bet limit breach.

Dear Casino Guru,

I maked a deposit in the morning at today and I got 100% bonus. I played with bonus money and after the money was transferred to my withdrawable game account. I asked withdrawal before 9:25am, so the money was my real balance. The casino asked my ID card and bank account statement for KYC check. I sent everything of course, deleted my withdrawal and I continued the game. The support asked photo from my bank card too and the checking was succesful. I played and won.

I thought I closed my game and I asked 150.000 HUF withdrawal (was cca. 250.000 HUF on my balance) but the payout was also canceled and the casino confiscated all money from my balance.

The reason, I also played games over 800HUF during the bonus conversion.

The support wrote I played with 1000HUF in the 5 times.

I don’t thing I played games over 800 HUF before the bonus conversion.

I see my account the bonus turnover is 99% now too but this is impossible because I knew make withdrawal. So, "My Bonuses" page is unreliable.

I asked the proof from casino that I played over

800 HUF before the bonus money became the real money but I didn’t got…

The casino now thinks that everything has been confiscated since I played over 800HUF. I don't think that's right! The different is 200HUF (less 0,5€), so if I played (but I don’t think) with 1000 HUF on the 5 times I used 1000 HUF over bet and they took 250.000 HUF.

I think confiscating the entire balance absolutely not fair!

Please help me that I can to make sure that they are telling the truth…

Dear Szbkriszta,

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

Our position regarding max bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

You can usually request game history for a specific period from casino support.

Thank you in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your reply! I talked with casino’s support. They wrote the date and time when I played with over bet.

I used this bonus:

https://lemon.casino/en/bonus/reload-bonus

2024-04-28/06:11:45 - 1000 Ft Max Megaways 2

2024-04-28/07:00:17 - 1000 Ft Mahjong ways

2024-04-28/07:00:20 - 1000 Ft Mahjong ways

2024-04-28/07:00:23 - 1000 Ft Mahjong ways

2024-04-28/07:00:30 - 1000 Ft Mahjong ways

I remember first bet on the Max Megaways 2 was after the technical problem because the website refresh and the bet was set up 1000HUF automatically.

I’m sorry but I can’t send my games history for you because the casino didn’t answer for my question that I won or didn’t won from these bet. They wrote this question not interesting.

I think visible from my games history that I didn’t want intentionally violate the bonus terms, I was careless possibly…

I think I didn’t won with over bet, so these 5 bet didn’t affect the prize. I broke it the casino’s bonus terms maybe with 2,5 euros and the Casino took my full prize.

I would like to note the maximum bet 2€ in the bonus terms and 2,5€ is 1000 HUF.

I think Lemon Casino isn’t loyal with players! Would be good if the players know it!

The "My bonus" page isn’t realistic, the games history are not visible, can’t be followed, the prizes aren’t visible!

I think these are very important information for the players!

Thanks for your reply.

We'll know whether we can assist you after we check your game history from the time the bonus was active. Kindly contact the casino and request your game history from the period when your bonus was active. Forward it to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Szbkriszta,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.