Lemon Casino - Player’s winnings have been confiscated.

On the night of June 14th to June 15th at 12:21 AM, I won 5110 PLN on the game SEVEN SEVEN. Upon returning to the lobby, I discovered that there were no funds in my account. The game history did not show the games played during that time. After contacting support, I was informed that the winnings were available and that everything was visible in the system, which is not true. Upon further contact, I was told this time that the system could not see any games played or winnings.

Dear Gajetka86,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with your winnings at the online casino.

To better understand your situation and assist you effectively, could you please provide some additional details:

• Have you received any confirmation or screenshot from the casino support indicating that the winnings were visible in their system?
• Can you provide any screenshots or copies of the communication you had with the casino support team regarding this issue?
• Have you experienced any other technical issues with the casino platform prior to or after this incident?
• Could you clarify if you were logged out or experienced any interruptions during the gameplay on SEVEN SEVEN?

If you have any other relevant communication or additional screenshots, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

First, the games played on SEVEN SEVEN were not visible, and after writing an e-mail, they appeared in the morning but were incorrectly counted, today I received information that they do not see me playing SEVEN SEVEN at all

I sent the screenshots via email because I can't add them here

Thank you very much, Gajetka86, 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 very much, I am waiting for further information.

Hello, Gajetka86,

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.

Dear Lemon Casino team,

Could you please look at the player's issue and provide us with more details about the results of the casino's investigation? Is it possible to confirm that directly with the game provider? Could there have been a technical error, or do you think it was rather a problem on the user's side?

If needed, feel free to send the necessary details/evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

The customer would like to claim the winnings which resulted from playing the DEMO version of the game in question. All the real money spins are recorded by the system which are also visible in the Game History of the player accounts and the player confused the real money play with the Demo play. The demo mode sessions are not recorded, the real money sessions are.

All the real money bets and winnings were recorded and added correctly into her account, the customer sent our support department images made with another phone, of her winnings in the Demo mode while we tried to ask her to take screenshots where it is visible that she is logged in. Then she sent us a screenshot in which her real money balance was visible the Real Money game sessions as well.

We would like to emphasize that our support department have never confirmed the DEMO winnings being real, our colleagues did try to explain to the customer that she confused the demo play with the real money game sessions.

The customer claimed that she doesn't have a demo version in LemonCasino but the demo version of the games are available. Also she had two withdrawals approved on the 15th and the 17th of June, both of them approved and paid out but not related to these demo games winnings of course, those winnings resulted from the real money sessions.

Screenshots we will not attach to this reply, but we will provide any evidences needed on a private channel.

LemonCasino

Dear Gajetka86,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified. To be honest, I am even not sure what you expected from this complaint. Your claims were not sufficiently proven. On the other side, the casino provided us with enough data to see that at the time of your alleged "winnings", you played a completely different game for your real money. There is basically nothing to solve.

In case the screenshots were made from another casino account, please note it is prohibited to have more than 1 account at the casino, and it would mean that the winnings would have been likely considered invalid anyway, even if you were able to prove they were accumulated from real money.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR (if the casino states any in its Terms and Conditions). In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Lemon Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru