Lemon Casino - Player’s winnings were reduced.

Guten Tag,

ich habe in dem benannten Casino gespielt. Daraufhin habe ich im Live Chat nachgefragt, ob es einen Maximalen Gewinnbetrag aus den Level Freispielen gibt. Dies wurde laut dem Chat verneint. (Siehe Screenshot.)

Ich habe 50 Freispiele erhalten und diese Umgesetzt. Daraufhin habe ich jedoch nur 100 Euro gutgeschrieben bekommen. Zuvor betrug mein Guthaben etwa 600 Euro.

Ich habe den Support daraufhin angeschrieben und dieser meinte, dass es nun ein Limit gibt. Dieser bezog sich aber auf die 20 Freispiele, welche ich vorher erhalten habe. Es handelte sich aber um die 50 Freispiele( Welche ganz andere Bonusbedingungen als die 20 haben). Der Livechat bezog sich auf eine ganz andere Promotion. Ich beziehe mich auf die 50 Freispiele welche ich erhalten habe.

Nach weiteren nachfragen schrieb mir der Live Chat, dass es sich um einen Fehler handelte und an die IT-Abteilung weitergeleitet wird. Nach 8 Tagen ohne jegliche Antwort kontaktierte ich den Support erneut und nun die erschreckende Lüge, dass es nun doch einen Maximalen gewinn gibt. Dies Stimmt laut AGB. Jedoch nicht bei den Freispielen, welche ich erhalten habe und umgesetzt habe.

Hierbei könnte es sich entweder um Betrug oder um unsaubere Arbeit des Casinos und nur um ein Missverständnis handeln. Bitte helfen Sie mir.

Dear Hearlie57,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration.

Could you please advise if you have withdrawn any winnings already? Have you received those 50 Free Spins as an offer from the casino, or have you redeemed them inside your account?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Ich habe die 100 Euro Auszahlung nun beantragt um sicher zu gehen nicht noch mehr betrogen zu werden. Die Auszahlung wurde noch nicht ausgeführt.

Es handelt sich um Freispiele, welche man durch das Erreichen eines Levels erhält

Hello Hearlie57,

Have there been any developments since our last conversation, please? 

Nein, es hat sich nichts geöndert

Thank you, Hearlie57, for your reply. I have checked the bonus rules for Treasure boxes (level Free Spins):

"Treasure Boxes

Amazing rewards are hidden in mysterious boxes.

How it’s working?

Every spin brings you closer to the guaranteed reward.

Play your favorite slots

Play any slots in our casino to join the Treasure Boxes promotion with amazing prizes. To open the chests you need to unlock the next levels. You just play your favorite slots to level up and open new boxes. The higher the level you unlock, the more interesting rewards await you.

1. Treasure Boxes is active on all slots available at Lemon Casino.

2. Each player can activate the Treasure Boxes bonus by playing any slot game with real funds.

3. A minimum of €100 wager real money is required to unlock level 1 of Treasure Boxes.

4. A player can unlock a maximum of level 30.

5. Once the next level is reached you have 7 days to open treasure box. After 7 days unused draws will be lost.

6. Every 6 levels reached, the player opens up to 5 Treasure Boxes:

1 Treasure Box - Level 1 - 5

2 Treasure Boxes - Level 6 - 10

3 Treasure Boxes - Level 11 - 15

4 Treasure Boxes - Level 16 - 20

5 Treasure Boxes - Level 21 - 25

6 Treasure Boxes - Level 26 - 30"

Could you please advise which level/tier you have reached and redeemed? Looking forward to hearing from you.

Der Support schrieb mir, dass es mit dieser Aktion gewonnen wurde:

https://lemon.casino/en/desktop/bonus/CRM_FS_BookofDead_aug

Dies ist zwar immer noch widersprüchlich, da mir zuvor gesagt wurde es gibt kein Limit. Aber hier steht ein Limit, welches definitiv höher als die gutgeschriebenen 100 Euro ist.

Thank you very much, Hearlie57, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Hearlie57,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lemon Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear all,

Based on our records the case has been clarified and settled in between our support department and the player.

Best Regards,

LemonCasino

They did send me 200 Euro extra. But that isnt still the full ammount which they promised.

Dear Hearlie57,

Initially you took part in a promotion where the max withdrawable amount from the free spins was €100, this offer was part of the welcome bonus package with the following terms: https://lemon.casino/en/desktop/bonus/welcome-bonus, here you can see the point 12. referring to the Free Spins. You took part in this offer, where from the free spins you won 17.60€ and after the wagering requirements were met €100 was taken from the bonus money balance to the real money balance. Everything happened based on the terms of the promotion you activated.

However, the support department sent you the wrong promotional terms link, as you been granted with several bonus offers during your playtime on our page it was not directly clear for them which offer you are questioning. Under the link which the support team member communicated to you, the max withdrawable amount shown was €300.

Due to the misunderstanding caused by the support team member, our casino decided to award you with the 300€. The full amount has been granted to you, which closed the case at our end, taking responsibility for the support department mistake.

Thank you and best of luck!

LemonCasino

Hi all,

Sorry for the late reply.

Dear LemonCasino team,

Since this whole situation got a bit confusing, could you please forward the transcript of the aforementioned chat with the player to my email address (peter.m@casino.guru)? All sensitive information can be blurred out of course.

Hi Peter,

The explanations were sent via email to you.

Lemon.Casino

Thank you LemonCasino team for the explanation.

Dear Hearlie57,

If the casino made a mistake and sent you terms for the wrong bonus, however, corrected the mistake by giving you the extra €200 (€300 -was the max win cap for the other bonus), I think your complaint was handled well. Especially, considering the fact that the max win cap for your bonus was only €100. I'm afraid you're not eligible for the full amount.

Dear Hearlie57,

Since I haven't heard from you, I consider the issue to be resolved. As stated above, the casino corrected its mistake by giving you the extra €200 to top out the max win cap for the mistaken bonus. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter