Lemon Casino - Player's winnings have been confiscated.

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

Hello SMaster,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lemon Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is the wagering of the bonus already finished?
• Did the casino specify whether the max bet or the irregular play was the reason for confiscating your balance?

If possible, please forward the communication between you and the casino regarding this issue to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi Nick

- My account was verified in July

- Wagering requirements were finished.

However if casino perform recalcuaction and remove bets over 2, I may had rewager some amount in that case.

- Casino specified that reason is exceeding bets, but they applied penalties applicable to "Irregular gameplay". It seems they think it's the same thing, but their T&Cs say something different.

This is their message:

"0 eur

inbox

2024-09-21 11:09:52

Bet Limits Exceeded in Bonus Game - Lemon Casino

Hi,

We want to inform you about a few details regarding your gameplay using the bonuse: ''Reload Bonus - Oktoberfest''. During our standard review, we noticed that the maximum allowed stake in the games: ''Cashpot Kegs'',' 'Beers on Reels'' was exceeded.

According to the terms outlined in point 8 of the Wagering and Playing Restrictions for Promotions, the maximum stake when using a bonus is 10 PLN. In your case, it was exceeded by up to

11x -3.00 EUR;

28x -3.20 EUR;

166x -4.00 EUR;.

8. Wagering and Playing Restrictions for Promotions

1. Lemon Casino enforces specific rules regarding how players can place bets with a Casino Bonus during their participation in a Promotion.

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. For alternative currencies, the following limits apply: 2 USD, 2 CAD, 10 PLN, 20 NOK, 200 INR, 800 HUF, 40 ZAR.

4. If Lemon Casino determines irregular gameplay, the casino reserves the right to retain withdrawals and/or cancel all winnings.

We regret to inform you that, in this situation, we are compelled to confiscate your winnings of 1120,14 EUR. We understand that this message may be disappointing. We want to emphasize that these restrictions are intended to ensure fair play for all our customers. We encourage you to carefully review the promotion’s terms to avoid similar situations in the future.

If you have any questions, please contact our customer support team.

Thank you for your cooperation and best regards,

The Lemon Casino Team"

I should have attached screenshot of this message to my complaint.

Regards

Nick

Btw, I am Male

Regards

Thank you SMaster for all the information provided. Based on the casino terms, betting over the maximum limit should not be the reason to confiscate your balance as it is defined as "not accepted/do not counts toward the wagering requirements".

I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, Nick!

Regards

Hello, SMaster,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you please provide me with the information whether you have any proof of informing the casino about a breach of its rules, as you mentioned in your first post, and if yes, forward it to my email (branislav.b@casino.guru) or share it here, in your next post?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Lemon Casino team,

Could you please explain the player's situation in more detail? Have the user's winnings been confiscated only based on exceeding the maximum bet limit for playing with an active bonus?

Is the casino able to substantiate its claims and decision with relevant evidence and rules that were applied in this case? Did the user breach other rules or Bonus Terms and Conditions? Can you please provide me with the player's complete game logs and show there examples of what exact unfair advantage he gained by playing this way or how he abused anything by his play? If we are talking about a deposit bonus, did the casino refund his deposit?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru) or via another external communicator.

Thank you.

Dear Casino Guru team,

Details have been provided a few days ago, if you will have any other questions feel free to reach out.

Best Regards,

Lemon Casino

Thank you for your explanation, Lemon Casino. let's continue our discussion outside the thread, while we will wait for the user's confirmation.

Dear SMaster,

For the purpose of receiving further details from the casino (complete game logs), I will need your express consent so the casino can share the necessary details/evidence with me.

Would you please agree with that, so the casino can freely share everything necessary and relevant from your casino account with me/casino.guru?

In addition, I would like to remind you of the question from my previous post directed to you - "can you please provide me with the information whether you have any proof of informing the casino about a breach of its rules, as you mentioned in your first post, and if yes, forward it to my email (branislav.b@casino.guru) or share it here, in your next post?"

Thank you. Looking forward to hearing from you.

Thank you Branislav.

About the fact I informed casino about my violation - I didn't have screenshot of exact part of chat between me and TS specialist, but I'm sure casino have the arhive of conversations and can easily check and provide it. I have the screenshot of last part of a chat so I can give a hint that it should be in 21 September with TS specialist Szintia. However, I am sure that the fact I informed them is Not important at all. I don't have any intentions to have special treatment from this casino. I Demand they fulfill their obligations literally according to their own T&Cs. We are in contract relations: Me and Casino when I play there I can loose or I can win, and if any of the contract parties make a violation, the contract (T&Cs) conditions should be applied. The exact conditions which clearly stipulate the terms of penalties and/or recalculations for Exact violation.

Dear SMaster,

"For the purpose of receiving further details from the casino (complete game logs), I will need your express consent so the casino can share the necessary details/evidence with me.

Would you please agree with that, so the casino can freely share everything necessary and relevant from your casino account with me/casino.guru?"

Looking forward to hearing from you.

Sure.

Of course, casino can share anything, otherwise how could you examine the case.

Thank you for your confirmation, SMaster.

Just letting you know that I received additional details/data from the casino and that in the meantime, the matter was also discussed internally with the team.

Currently, there is ongoing communication between me and the casino representative outside the thread, where we would like to achieve at least some reasonable solution/compromise.

Now I am extending the timer for myself until the discussion with the casino is ended with some rational results. Once there is any news or update, I will inform you about it directly here.

Thank you for your patience and understanding.