HomeComplaintsLemon Casino - Player’s withdrawal has been delayed.

Lemon Casino - Player’s withdrawal has been delayed.

Amount: €600

Lemon Casino
Safety Index:Very high
Submitted: 17 Apr 2023 | Resolved : 07 Jun 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Austria requested a withdrawal prior to submitting this complaint. Unfortunately, the withdrawal could not be processed. The casino asked the player for additional documents to complete the verification. After the documents were provided, the verification was done, and the withdrawal should have been processed. The complaint is considered resolved.

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1 year ago
Translation

Good day!


I have sent all the withdrawal documentation to Lemon Casino. However, despite receiving the required documents, they will not let me verify it. I have not claimed a bonus and am urgently asking for help.

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1 year ago

Dear jony_rutty,

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

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1 year ago

Dear jony_rutty,

Have you received your withdrawal from the casino yet?

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1 year ago
Translation

No.

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1 year ago

Thank you for your reply, jony_rutty. Have you made any successful withdrawals before? Did the casino explain what was wrong with your documents? Did you provide all the required documents as soon as possible and in the correct format?

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1 year ago
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Haven't made any withdrawals yet.


They said that the address on the bank statement isn't at the top, although that's not true.


Yes.

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1 year ago
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Please urgently for help, despite receiving all the necessary documents, the casino will not let me verify. It's about 3500€ file

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1 year ago

Before we contact the casino and ask for their standpoint, 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.

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1 year ago
Translation

I have sent Lemon Casino all the required documentation.

Tried several times but they just don't want to accept it. Do you want me to send you the documents?


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1 year ago
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I've also been accused of fraud. file

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1 year ago
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However, the bank sent me the necessary documents.

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1 year ago

Thank you very much, jony_rutty, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

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1 year ago

Hello, jony_rutty,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lemon Casino's representative to join this conversation and participate in the resolution of this complaint.


Dear Lemon Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

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1 year ago

Dear all,


Based on our records the player delayed to provide the Proof of Address which was necessary to fully verify the player account. That was sent now and the account was marked verified in the morning. The bank transfers should be processed today.


Thank you,

LemonCasino

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1 year ago

Thank you very much for your reply and update, Lemon Casino team.


Dear jony_rutty,

Can you please confirm your issue was resolved? What is the status of your withdrawal?

If not, at this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

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1 year ago

Dear jony_rutty,

We are extending the timer by 7 days. Please note that in case you fail to respond in the given time frame or do not require any further assistance, based on the information provided by the casino, we will consider the complaint resolved.

Edited by a Casino Guru admin
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1 year ago

Greetings all,

Based on my previous posts and the information provided by the casino, we consider the complaint resolved. Therefore, I will now mark it as 'resolved' in our system.

Thank you, Lemon Casino, for your help and cooperation.

Best regards,

Branislav, Casino.guru

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