The player's winnings were confiscated for betting over the maximum limit. The complaint was closed as "rejected".
Lemon Casino - The player's winnings were confiscated.
Amount: €4,000
Lemon Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
After depositing €100 I got a €100 bonus.
The bonus conditions state that the bonus turnover can only be achieved with stakes of up to €2.
At "My Bonuses" you can see how far you are with the conversion of this bonus amount.
Now it is like this, after my bonus turnover was 101%, the money was transferred to my withdrawable game account.
After I requested the withdrawal, my balance was at 0.00! However, the payout was also canceled.
The reason, I also played games over €2 during the bonus conversion.
However, I believe that games over €2 simply do not count towards bonus wagering. And thus only the games up to 2€ are counted for the conversion.
The casino now thinks that everything has been confiscated since I played over €2. I don't think that's right!
It would be understandable if the bonus turnover has not yet been reached, since over €2 was played from time to time, and that doesn't count.
But confiscating the entire balance because you once played higher than €2 is absolutely not okay!
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1 year ago
Hello Sims,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lemon Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Can you please clarify how many times did you bet over the maximum allowed limit? Were those bets winning or losing ones? When was the last time you spoke to the casino and what was it about? Can you please forward your betting history to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
The account was verified yesterday afternoon. Then my payment followed, then the money was confiscated. Now I can't do anything on the site, my account is partially blocked and the live chat was offline for me yesterday despite being "open".
I'll send you the progression.
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1 year ago
Translation
Unfortunately I can't show the betting history because I can only see the last day at lemon.Casino, I can't scroll any further!!!
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1 year ago
Thank you Sims for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear Sims,
I am so sorry to hear your funds were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Lemon Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Lemon Casino,
Could you please state why the player's funds were confiscated?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Dear all,
Thank you for the invitation.
Please let us summarize the case with a few details which in private channel, we can also confirm to Casino.Guru representatives if it will be necessary.
Our customer took the Welcome Package offers which consist of two 100% deposit bonuses up to 300€. For your reference we are posting the terms links for each promotions:
First Bonus: https://lemon.casino/en/bonus/welcome-bonus
Second Bonus: https://lemon.casino/en/bonus/reload-bonus
(these terms are also available and the same in German, can be checked on the website by changing the language)
The maximum bet rule for both promotions is set to 2,5€ (the player claims that it was 2€ but actually it is 2,5€) which includes all gambling options within the games.
While checking the player betting history, the very first spin was 72,80€ followed by other overbet stakes like 3,5€ and 25.20€.
After this bonus has been used, the second bonus was activated.
While using the second bonus there were again several overbets during the gameplay for example:
- 48€ stake on the Pirate's Pearl Megaways using the bonus funds
- 57€ stake on the Majestic Lemon using the bonus funds
- 2x 200€ stake on the Spin & Score Megaways using the bonus funds
- 200€ stake on Curse of Werewolf Megaways using the bonus funds
- 2x 208€ stake on Book of Champions - World Glory using the bonus funds
- 9x 200€ stake on Sugar Rush using the bonus funds
The assumption of the player, based on the comment posted in this thread, was that the higher stakes won't count in the wagering, but actually these stakes did count to the wagering, and that is also visible and verifiable by any of our players under the "My Bonuses" section under the bonus progress % bar. The terms and conditions of the promotion clearly stated the rules of the wagering and the maximum bet allowed from the bonus stakes. This term breach, resulted in confiscation of the winnings which we also stated in the same point:
"The maximum stake allowed when using the bonus funds is €2.5 total and/or €0.25 per line. This stake limit applies to any gambling functions within the slot machines as well. If the maximum stake is exceeded during the gameplay from the bonus funds, all winnings and bonuses will be cancelled."
Thank you for your attention.
LemonCasino
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1 year ago
Dear Lemon Casino,
Thank you for your response and the information provided.
Could you please provide us with the player's game log? You can send it to my email address stefan.m@casino.guru.
Dear Sims,
Could you please confirm if you have bet these amounts while playing with the bonus money?
I am looking forward to your response.
Kind regards,
Stefan
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1 year ago
Translation
Yes, that's how I used it. You can buy free games, but here too, unfortunately, I was unknowingly not allowed to play them or that these amounts are included in the bonus.
However, I achieved the maximum winnings in normal games with a stake of €2.
To date, my account is still limited!
My question: Does LemonCasinon have a license to legally offer such games in Germany?
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1 year ago
Dear Sims,
The casino representative informed me that you confirmed to him that you used several overbets during the bonus game. From our point of view, this is a clear breach of terms, as you might gain an advantage over the casinos with this strategy.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
