Lemon Casino - The player struggles to withdraw his balance.

Hey,

ich möchte auszahlen und das Casino bittet um eine Verifizierung meines Kontos.

Ich lieferte alle erforderlichen Unterlagen, jedoch gibt es Schwierigkeiten mit dem folgenden Punkt :

 - Bestätigung der letzten Überweisung an Lemon Casino in einer PDF-Datei einzeln stehend. Das Dokument muss die Überweisungsdetails, Name, Nachname und Adresse enthalten. Kein Screenshot/Kontoauszug.

Ich habe alles erdenkliche zugeschickt, habe mit der Bank telefoniert und war persönlich dort.

Und trotzdem werden meine Nachweise nicht akzeptiert.

Ich bitte da um Rat und Hilfe, weil diese Ablehnungen meiner Nachweise nicht nachvollziehbar ist. Und es wirkt auf mich als wollen Sie mich nicht auszahlen.

Hello ttran,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hallo Nick,

seit fast mehr als 10 Tagen. Es wurden Ausweis und Kontoauszug wo eine Adresse draufstand angenommen. Aber die beigefügten Anhänge, die ich Ihnen mitgeschickt habe wurden nicht für den letzten Punkt zur Verifizierung angenommen und ich weiß auch nicht mehr weiter welche Unterlagen ich noch als „Identifizierung" schicken kann.

ich schicke regelmäßig Nachweise und werde nur abgelehnt. Heute hatte ich den letzten aktuellen Email Kontakt.

Der Support lehnt alle Nachweise für den letzten Punkt ab, weil es für die anscheinend keine Bestätigung ist.

Lg

Thank you  ttran for all the information provided. I will now forward your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear ttran,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Lemon Casino to join the conversation and participate in the investigation of the case. Could you please explain why are the player's verification documents not accepted? What should be done so that the verification would be approved?

Dear all,

We need the proof of the last deposit transaction from the player due to the payment method used, which is hiding some details of the transaction. This is a very standard process, the statement and the documents received does not show the transaction in question. The process should be very simple from the player perspective as all the payment methods for the players' country has the option to select each transaction made and a receipt can be downloaded in a PDF format. Please note that we must check this due to the rules we have to abide for the payment method in question and we are applying the procedure explained in our terms accepted by the player when he joined our brand and particularly the withdrawal terms which was confirmed by the player before the deposit was made.

Based on the information we have at the moment, it is not clear why the player cannot provide such documentation to us.

LemonCasino

Thank you for your reply. Can you please specify which details must the proof of the last deposit transaction entail, so that the player can send you the document with all the necessary information?

Dear Veronika,

Based on my information the case has been clarified with the player and his account is verified. He can start the withdrawal now.

Thanks,

LemonCasino

Thank you for letting me know. Dear ttran, can you please confirm if your account is fully verified now?

Ich habe eine email bekommen, dass es geprüft wurde. Ob es verifiziert wurde steht nicht genau da. Ich werde mit einer Auszahlung probieren. Danke für die Hilfe

Dear ttran, have you asked for a payout? Please let me know about any updates.

Dear ttran,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.