The player from Canada faced difficulties with the verification process at the casino, as they repeatedly rejected legitimate proof of address documents despite his identity being approved. He expressed frustration with the lack of helpful communication and the inability to process a cash-out. The Complaints Team attempted to assist by reaching out for more information but ultimately rejected the case due to a lack of response from the player. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Lemon Casino - Player’s withdrawal is delayed due to document rejection.
Amount: ??
Lemon Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.5
Lemon Casino has a Safety Index of 9.5, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
This casino has been giving me such a hard time with the verification process. My identity has been approved but they won’t accept any documents I send for proof of address. I have sent EXACTLY what they have asked for multiple times and they keep rejecting them. The email communication is not helpful and non specific and there is no chat function that I can speak with someone. So far 5-6 documents have been rejected that are legitimate.
the casino itself is great and I have been enjoying but what is the point is I cannot make a cash-out if I happen to win. Not one to complain but I’m very frustrated.
please make this right Lemon Casino
Public
Public
2 months ago
Dear Misfit79,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with the verification process at the casino.
In order to better understand the situation and assist you further, I’d like to ask a few questions:
- Could you specify what types of documents you have sent as proof of address (e.g., utility bills, bank statements) and when these were submitted?
- Did the casino provide any reasons or explanations for rejecting these documents, or were the rejection messages unclear or vague?
- Have you attempted to upload the documents via any other method, such as through your account or another platform they provide?
If you have any email correspondence or additional documents related to this, please feel free to forward them to petronela.k@casino.guru.
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
Public
Public
1 month ago
Dear Misfit79,
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.
Public
Public
1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
