Lemon Casino - Player's winnings have been confiscated.

Hello

Strange situation and funny. Seems it's very hard to make casino follow it's own T&Cs.

I don't need any "special" bonuses from them. If I needed - there are hundreds casinos much safer that this one which offer good bonuses and some I use when I want. You have make some analysis, that's funny because you know that gambling doesn't tolerate word "if". BTW I'm sure if I would stake 2 instead of 4 I would win much more... Though the most of my winnings were from bets 1-2, not exceeding, it's not serious, is it? The only real and serious thing is following T&Cs literally.

Again:

"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"

Seems casino stuff has difficulties in interpretation of their own T&Cs or in recalculation. I will help:

Exceeding bets

11x -3.00 EUR;

28x -3.20 EUR;

166x -4.00 EUR;.

1. So total amount of 786.6 EUR should not be accepted and this amount should be added to my my existing 1120 EUR balance.

2. At the same time all the winnings from mentioned bets should be decreased from balance.

3. At the same time casino should add 786.6 EUR wagering requirements. Which I have to fulfill so that my balance becomes withdrawable.

This is the only solution that comes from the T&Cs of lemon.casino.

And only solution I would accept.

If they wanted othey way they should change their T&Cs first.

Thank you for your help. Please don't try to have any special conditions for me. I appreciate it, really, thank you.

In this situation, this is unacceptable for me according to fundamental, even moral concepts and my concepts of compliance with the terms of the contract.

Just please make a decision that you consider fair and based on the T&Cs.

Dear SMaster,

But if we should consider it according to moral concepts, as you mentioned, then we should also accept the fact you should have checked the Terms and Conditions before playing and asked the casino's Customer Support about details if anything had not been clear to you, and that you were probably able to make so many bets only thanks to significant winnings accumulated from overbets. Then, why should they be returned to you? Unfortunately, we cannot ignore the facts I mentioned in my previous post and cannot only play with words. There is also written that "player gameplay will be assessed for any unusual playing patterns", and that "If Lemon Casino determines irregular gameplay, the casino reserves the right to retain withdrawals and/or cancel all winnings" in point 4., which also could be taken as directly related each other. I think that the rest was sufficiently explained above.

Therefore, I would like to ask - would you be please able to accept a "special bonus" from the casino as a compromise on how to solve this situation, or, do you still insist on returning your invalid bets and your initial request about how to sort it out?

I am afraid if you insist on returning the disputed bets/winnings to your balance and refusing to accept the casino's solution in the form of a "special bonus", which we made a deal with the casino for you, I will be forced to close/reject the complaint.

Thank you for understanding. Looking forward to hearing from you.

Dear Branislav

I really appreciate your help.

Thank you.

As I said, I didn't have any intentions to have special treatment by claiming this compliant. The only thing I was counting on (not entirely confidently) was a fair verdict.

"you were probably able to make so many bets only thanks to significant winnings accumulated from overbets"..

Hmm, very, VERY, controversial statement. In addition to a fair statement that gambling doesn't tolerate word "if" or "probably", I will just say that there is a chance that total net amount of overbets may be a positive amount, which means that I may have even lost some amount in overbetting (in total), I'm not even sure. However, I accept that wager requirements should be added exactly at total amount of overbets. That's the solution and that's the rule written in T&Cs.

I don't want to speak about "moral concepts" in relationship with casino, this is gambling - I win or casino wins. The only moral for me - follow the contract (T&Cs) literally, and if I really had a violation that will lead to money confiscation (sure I may have) I would accept it. If this casino meant that they had rights to confiscate winnings if player have overbets they should not have misleading clauses in T&Cs and General Promotion Terms (mentioned above) about recalculation and they should have a corresponding clear text instead.

If I accept "special bonus" I will not have rights to claim complaints at other third-party resources. Now I became very curious what will be their decision on this. So, "no" again. Sorry. I doubt they will not accept a redeamable"bonus" of 1× wagering requirements of exact total amount of confiscated funds. Nearly this would come from their terms and conditions if they perform recalcuaction, and only this I would accept as solution which does not contradict my principles because my intention was make them follow their terms. And of course it should not be called a "compromise" from casino.

"Unfortunately, we cannot ignore the facts I mentioned in my previous post and cannot only play with words."

If a demand to follow the clearly written terms literally you call "only play with words", I wonder what are your guided by when considering a complaint?

"I will be forced to close/reject the complaint."

We both lost a lot of time, so please don't delay in that.

Thank you.

Dear SMaster,

Before I started the discussion with the casino representative about the fairest solution, the case was internally discussed with the team and casino.guru management. We consider each case individually, and objectively, in compliance with our Fair Gambling Codex and internal policy. It was decided as I presented above, and the casino was able and willing to fulfil our recommendation. We do not play with words if it is clear a player committed something unintentionally/unknowingly or by mistake. In this case, it was clear that you were fully aware of how it works, but did not like a lower maximum bet amount, which you checked later than started playing with the bonus in question, and breached many times during your play (unfair advantage).

I completely agree. Let's not delay it unnecessarily anymore.

Based on all the above-stated and explained, and your rejection of the proposed solution, I am forced to close/reject the complaint.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

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

Best regards,

Branislav, Casino.Guru