The player from Germany tried to withdraw winnings but repeatedly received requests for ID, bank statement, and address verification. Even after sending the necessary documents multiple times, the player didn't get a clear response from customer service on what type of identification is needed. We contacted the casino, and its representative informed us about some documents not meeting the casino requirements. The player was asked to resend them in a right format, the next day she confirmed the issue to be solved and the payment processed, so we closed the complaint as resolved.
Lemon Casino - Player's withdrawal delayed due to unclear ID requirements.
Amount: €650
Lemon Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello, I wanted to cash out my winnings, but then I received an email saying that I should send my ID, bank statement, and address for verification in PDF format. I did so, even three times, because I received the same email again stating that they hadn’t received the documents or they weren't correct. I corresponded back and forth with a customer service representative who repeated the same thing, despite me explaining that I had sent everything. Then she said she needed an ID. When I asked what kind of ID, I didn't get a clear response. I felt completely fooled. I want to receive my money. I've even been considering taking additional measures.
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9 months ago
Dear yvin86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
Dear Nadine
Unfortunately we cannot do the verification process without an ID card, bank statement, address and 2 photos of ID, back and front.
Thank you for your understanding and cooperation.
That came back after I sent the documents via PDF 3 times and also gave my address and I have no idea what ID I didn't see anything in my player profile.
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9 months ago
Thank you very much, yvin86, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hi yvin86,
I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Lemon Casino, I'd like to ask you to join this conversation and share more information regarding the case. Could you specify if you have received the documents the player claims to have sent to you? If they were not what you required, have you explained in detail what exactly the player needed to provide?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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9 months ago
Translation
Hello Natalia,
Thank you very much for your effort.
As I have already said, I had already sent these documents a few times and there was no reply to the last mail.
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9 months ago
Dear Nadine,
The documents which you have sent are not in the form as they have been requested from you. Our team contacted you once again and gave you further explanations. However, please find below another guide:
- THE ID is not a player ID it is your Identity Card copy, which must be sent in form of two photos and not PDF. Please take a photo of the front side of your ID card and then the back side of it. Please make sure the 4 corners of the ID card is clearly visible on the picture together with your details.
- The bank statement which you sent is not the full page, based on our records it was cropped image showing some data but this is not what we asked you to send. Please take a photo of your bank statement where your full name and address is visible together with the full page of the statement. Please make sure that all 4 corners of the page are clearly visible on the image you will take. If you have this only in PDF format you can forward that to our representatives but please make sure that your full name, full address and the statement itself is visible.
Our support is available to assist you further but feel free to communicate with us on this channel in the case you experience further difficulties.
Best Regards,
LemonCasino
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9 months ago
Thank you very much for the explanation, Lemon Casino.
Dear Nadine, would you please provide the casino with the documents in a format as described above?
I've received your email with the documents attached, and the bank statement provided is cropped indeed, so my recommendation is to follow the casino's instructions on how the bank statement must look like. The ID, however, seems to be your own personal identification document, but please check it again if all the corners are visible from both the front and the back sides.
Regards,
Natalia
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9 months ago
Translation
Hello, I sent these documents to lemon.casino today and there were no more problems with my ID card, an email came back saying you received it, all that was missing was the address, which I sent tonight, as stated in the email I received today.
Mfg. Pfister
Hope it works now. Thanks for the help.
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9 months ago
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Good morning,
So it slowly throws me up at this back and forth and doesn't work. Sent a document to lemon.casino yesterday with my address on it for confirmation. The colleague said it could also be an electricity, internet or television bill. So I sent such a document to. So if I don't have the money in the next few days, I'll find other ways. How to send and do and do always comes the stupid answer please send so and so. What should I do man.
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9 months ago
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You can close the case. Has everything worked out now with the payment. Thanks for your help.
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9 months ago
Dear Nadine, thank you for the updates.
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
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