Lemon.casino C.I.L. Curaçao Interactive Licensing N.V. for its gaming license no. #5536/JAZ
I have made a crypto deposit in lemon.casino equal to 73.97 EUR and choose 100% reload bonus.
During gameplay when I have won a certain amount I decided double check casino's T&C and found out that maximum bet amount allowed having an active bonus is 2 EU. I have made also higher bids up to 4 EU. I continued gameplay not exceeding allowed amount. However I even informed casino's support that I had violation of their terms and it was not on purpose. I also got informed from support that there were not any withdrawal limits concerning to exact bonus. I expected that "Higher than admissible rates (before full turnover), will not be taken into account" as it's written in casino's T&C. I had 1120 EU in my balance and made withdrawal request.
Casino decided to confiscate all my balance- all of it to zero... I tried to inform support that it isn't the meaning of their own T&Cs and insisted to forward our chat to it's management- useless.
First of all I would like to pay attention to the fact that even casino's allowed maximum bet amount is much lower to amount allowed in the most casinos there is not any limits in software level that it is in many casinos. However I accept the fact of violation casino's rules.
Realizing that the fact of violation or exact casino's took place I expect that casino fallow it's conditions and perform penalties according to their T&Cs.
Now T&Cs of lemon.casino:
Terms and Conditions (further also T&Cs)
...18. Regulations regarding bonuses
...10. The maximum stake (also in internal Games of main Games such as Gamble and/ or mini-Games) can not be higher than € 2 (or equivalent in other currencies) until full turnover is made. Higher than admissible rates (before full turnover), will not be taken into account.
General Promotion Terms (further also GPT)
...8. Wagering and Playing Restrictions for Promotions
...2. Before processing any withdrawals, player gameplay will be assessed for any unusual playing patterns. Unless explicitly stated otherwise in the promotional terms and conditions, the maximum allowable bet (including features like bonus buy, gamble, and/or mini-games) should not exceed €2 total and/or €0.20 per line until the completion of wagering requirements. Bets exceeding this limit until the bonus is fully wagered will not be accepted...
Further in both T&Cs and GPT there's a text about "Irregular gameplay"
T&Cs
In cases of irregular gameplay, where players deliberately employ exploitative tactics to gain an unfair advantage against the house edge, Lemon Casino reserves the right to void requested withdrawals, confiscate winnings, cancel bonus funds, and/or terminate the player's account.
GPT
..4. If Lemon Casino determines irregular gameplay, the casino reserves the right to retain withdrawals and/or cancel all winnings.
I pay your attention there is not any definition about what considered as "Irregular gameplay". In addition there is clearly written what are penalties considered to "exceeding bets" that should only mean that "Irregular gameplay" and "exceeding bets" are different violations.
T&Cs of any casino or any web resource, as a whole, are interpreted literally. T&Cs are part of public offer and if clients accept them they become part of agreement concluded between client and website. Any website obliged strictly follow their own T&Cs provisions.
CONDITIONS TO CURACAO ONLINE GAMING LICENSE
Article 11 General terms and conditions
2. The terms and conditions shall be unambiguous and written in a clear and understandable manner in the languages in which the games are available.
BASED ON ABOVE
I Demand Lemon.casino apply the provisions of agreement concluded between me and lemon.casino and strictly perform actions specified in T&Cs and GPT of casino, namely recalculate my balance as clearly mentioned
"Higher than admissible rates (before full turnover), will not be taken into account." Or "Bets exceeding this limit until the bonus is fully wagered will not be accepted"
In both cases it's clearly means that from my balance should be removed winnings from the bets over 2EU at the same time added bets total amount. As a result I may have decreased balance or increased balance to 1120 EU.
Also as a result I may have unfinished wagering requirements. I expressed my readiness to continue wagering if that happens.
I this case we are dealing with a clear violation of casino's own T&Cs and clearly distorted interpretation of it's own T&Cs with the aim of obtaining undeserved benefits. So I expect prompt actions from casino to resolve the situation.
The corresponding screenshots are attached.
Have a good weekend to all
Lemon.casino C.I.L. Curaçao Interactive Licensing N.V. for its gaming license no. #5536/JAZ
I have made a crypto deposit in lemon.casino equal to 73.97 EUR and choose 100% reload bonus.
During gameplay when I have won a certain amount I decided double check casino's T&C and found out that maximum bet amount allowed having an active bonus is 2 EU. I have made also higher bids up to 4 EU. I continued gameplay not exceeding allowed amount. However I even informed casino's support that I had violation of their terms and it was not on purpose. I also got informed from support that there were not any withdrawal limits concerning to exact bonus. I expected that "Higher than admissible rates (before full turnover), will not be taken into account" as it's written in casino's T&C. I had 1120 EU in my balance and made withdrawal request.
Casino decided to confiscate all my balance- all of it to zero... I tried to inform support that it isn't the meaning of their own T&Cs and insisted to forward our chat to it's management- useless.
First of all I would like to pay attention to the fact that even casino's allowed maximum bet amount is much lower to amount allowed in the most casinos there is not any limits in software level that it is in many casinos. However I accept the fact of violation casino's rules.
Realizing that the fact of violation or exact casino's took place I expect that casino fallow it's conditions and perform penalties according to their T&Cs.
Now T&Cs of lemon.casino:
Terms and Conditions (further also T&Cs)
...18. Regulations regarding bonuses
...10. The maximum stake (also in internal Games of main Games such as Gamble and/ or mini-Games) can not be higher than € 2 (or equivalent in other currencies) until full turnover is made. Higher than admissible rates (before full turnover), will not be taken into account.
General Promotion Terms (further also GPT)
...8. Wagering and Playing Restrictions for Promotions
...2. Before processing any withdrawals, player gameplay will be assessed for any unusual playing patterns. Unless explicitly stated otherwise in the promotional terms and conditions, the maximum allowable bet (including features like bonus buy, gamble, and/or mini-games) should not exceed €2 total and/or €0.20 per line until the completion of wagering requirements. Bets exceeding this limit until the bonus is fully wagered will not be accepted...
Further in both T&Cs and GPT there's a text about "Irregular gameplay"
T&Cs
In cases of irregular gameplay, where players deliberately employ exploitative tactics to gain an unfair advantage against the house edge, Lemon Casino reserves the right to void requested withdrawals, confiscate winnings, cancel bonus funds, and/or terminate the player's account.
GPT
..4. If Lemon Casino determines irregular gameplay, the casino reserves the right to retain withdrawals and/or cancel all winnings.
I pay your attention there is not any definition about what considered as "Irregular gameplay". In addition there is clearly written what are penalties considered to "exceeding bets" that should only mean that "Irregular gameplay" and "exceeding bets" are different violations.
T&Cs of any casino or any web resource, as a whole, are interpreted literally. T&Cs are part of public offer and if clients accept them they become part of agreement concluded between client and website. Any website obliged strictly follow their own T&Cs provisions.
CONDITIONS TO CURACAO ONLINE GAMING LICENSE
Article 11 General terms and conditions
2. The terms and conditions shall be unambiguous and written in a clear and understandable manner in the languages in which the games are available.
BASED ON ABOVE
I Demand Lemon.casino apply the provisions of agreement concluded between me and lemon.casino and strictly perform actions specified in T&Cs and GPT of casino, namely recalculate my balance as clearly mentioned
"Higher than admissible rates (before full turnover), will not be taken into account." Or "Bets exceeding this limit until the bonus is fully wagered will not be accepted"
In both cases it's clearly means that from my balance should be removed winnings from the bets over 2EU at the same time added bets total amount. As a result I may have decreased balance or increased balance to 1120 EU.
Also as a result I may have unfinished wagering requirements. I expressed my readiness to continue wagering if that happens.
I this case we are dealing with a clear violation of casino's own T&Cs and clearly distorted interpretation of it's own T&Cs with the aim of obtaining undeserved benefits. So I expect prompt actions from casino to resolve the situation.
The corresponding screenshots are attached.
Have a good weekend to all