Lemon Casino - Player’s winnings haven’t been received yet.

I have won 350k HUF (about €950) through a bonus and completing a wager which I wanted to withdraw. For withdrawal they required documents to verify which got successfully approved along with my withdrawal. They mentioned it should arrive in 1-5 working days. After 8 working days it has not arrived. Support is not helpful in informing or confirming if everything fine. Could you help in pushing to at least get a review and update on this case?

Dear Laci08,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Laci08,

Have you received your withdrawal from the casino yet?

Hi Kristina,

I have not received the withdrawal, nor any communication from the casino. I have sent a mail to them on Monday stating that I have still not received anything.

Thank you for your reply, Laci08. Have you made any successful withdrawals before? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I have forwarded you the conversation I had with Lemon Casino to your mail. I have not withdrawn before from that website.

Thank you very much, Laci08, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Laci08,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Lemon Casino to join the conversation.

Dear Lemon Casino,

Can you please provide information regarding the player's delayed withdrawal?

Dear Michal,

The transaction has been sent on the 7th of May, and our support team was constantly in touch with the customer during the last weeks, offering all the assistance possible. 

We have asked the player on three separate occasions to provide us with the Bank Statement in order to verify and investigate further, however, this document was not sent to us yet.

Today, we sent another reminder to the customer, while our payments team is trying to follow up with our bank about the transfer, however, we would like to ask the customer to reply to our support team as providing the bank statement will be crucial in order to find out what has happened with the funds once it left our account.

LemonCasino

Thank you for the response, Lemon Casino.

Dear Laci08,

As mentioned by Lemon Casino please provide the required documentation so that we can investigate your case further.

Dear Michal,

Thank you for your efforts.

Finally after days of silence, Lemon Casino confirmed that the issue was on their end and asked me to action a withdraw again.

Let´ s see if it works this time.

Dear all,

We would like to confirm that after 3-4 reminders the player submitted the bank statement which our support team requested earlier, unfortunately it took longer as expected as the bank statement was necessary to prove to our bank that the amount was not correctly settled by them. Hopefully, the transfer will go through this time without issues.

Thank you,

LemonCasino

Lemon Casino Representative,

Can you point out when the bank statement was requested? I received communication to wait a few more days, they will also have look and if it still not received after a few days then they require a bank statement. After this mail despite of multiple follow ups I did not receive any replies until Casino Guru contacted you.

Dear Laci08,

We did our best to process your withdrawal under the time specified in our terms, we managed do that just it didn't arrive in your account, while at our end our bank confirmed that the transfer happened.

When you contacted our support agent she did tell you in advance that after the 5 working days are over, we will be able to check your request based on Your bank statement, please check communication on the 12th of May. We understand that the waiting time was longer, but our colleagues did their best to assist you during this period.

In general our support is always replying to any queries, our support is available via email and live chat on a daily basis, even in Hungarian we offer a 5/7 support per week. Casino Guru contacted us and we wrote you here the same request as we did via email, but please communicate to us how many emails you sent to us which has not been answered, we would like to investigate this further internally.

We are happy that after all you sent us the bank statement and our team managed to review the case and process the transfer once again.

Please confirm once your bank credited the amount.

Best Regards,

LemonCasino

Thank you all for the responses.

Dear Laci08,

I can empathize with you that the issue could be addressed a bit quicker as nowadays all transactions should be quite easy to trace, but on the other hand, no system is 100% perfect so an occasional error can still occur. The issue was most likely within the bank so the casino is limited here as the transaction timescales need to be finished first until an investigation for potentially not successful transactions can be launched. Just so you know we had cases where the player unfortunately had to wait a couple of weeks until they finally received their winnings as there were some unexpected issues with the payment provider. Luckily this was not the case.

Anyway, I'm glad the situation could be worked out 🙂

Please let me know once you successfully receive your winnings.

Dear Laci08,

Have you successfully received the funds? If so, can we consider your complaint to be resolved?

Dear Laci08,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Michal,

I have received the funds, thank you for your support.

Thanks and regards,

Laci

Great news, Laci08. I'm glad to hear that you successfully received your winnings. 

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

 As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru