Lemon Casino - Player’s winnings have been confiscated.

Hi there,

The casino claims that I played 16 spins at €3 each, exceeding the maximum limit of €2 per spin under a bonus (which they have not specified the details of), and they have confiscated the entire amount. I cannot see when this bonus was given or what the winnings from the bonus are. I highly doubt that the winnings originated from this bonus, as they involve multiple withdrawals and deposits over several days. The casino has just briefly stated, without any documentation, that the entire amount has been confiscated due to exceeding their rule of a max €2 per spin during the bonus.

Dear Mikkel7,

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

Our position regarding the breach of the maximum bet rule is 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 or a screenshot of the specific bonus that you redeemed and played. My email address is tomas@casino.guru

You can usually request the records of your game history from casino support for a specific time period in .csv or similar format

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Thank you so much! I have e-mailed the relevant documents and correspondence.

Just received this from Lemon Casino:

We are writing to apologize for the recent inconvenience caused by the mistaken confiscation of your funds. We understand that this was an error on our part, and we sincerely regret any distress it may have caused.

We have investigated the matter and can confirm that the funds have now been returned to your account. As a token of our apology, we have also added a 50 EUR bonus to your account.

We value you as a customer and we want to assure you that we are committed to providing you with the best possible gaming experience.

Thank you for your understanding.

——

I will confirm here when the money is in my bank account and then the claim can be closed 😊 I pays (!) to be persistent!

Dear you

Lemon Casino has acknowledged that it was a mistake and returned the money to my account. My payment has just been approved today, so this complaint can be closed as resolved.

Dear Mikkel7, 

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