Lemon Casino - O pedido de encerramento da conta do jogador está atrasado.

I am writing to you with this complaint because, as a customer of your online casino, I have experienced considerable frustration and worry due to your handling of my situation.

I deposited €1,750 into my player account. Within a short period of time, I was able to make a profit of €5,000. I then requested a withdrawal of my balance. The identity verification was successful.

To my surprise, however, I discovered that withdrawals were only possible to crypto wallets that I didn't own. When I contacted support, I was told this was a "technical error" that couldn't be resolved immediately.

As a result of this situation, I felt great anxiety and regressed to old behavioral patterns. I immediately informed your support team that I have a severe gambling addiction and specifically requested that my account be blocked immediately to prevent further damage. However, this blocking has not been implemented to date. Instead, I received a credit of €80, supposedly as compensation for the delayed resolution of the problem.

I consider the fact that my request for immediate account closure was not implemented promptly to be a serious breach of duty – both with regard to player protection and compliance with the high security and reliability standards advertised on your website. Failure to comply with this measure has significantly increased my health risk.

I am currently undergoing therapy to get my gambling addiction under control. Nevertheless, I would like to urgently request that you, in the interest of a fair and customer-oriented solution, refund at least part of my stake (€1,750). This would be a gesture of goodwill and fulfill your responsibility as a gambling provider.

I request written feedback within 14 days; otherwise, I will consider reporting the incident to the relevant gambling regulatory authority and consumer and player protection organizations.

ich wende mich mit dieser Beschwerde an Sie, da ich als Kunde Ihres Online-Casinos erheblichen Ärger und Sorgen aufgrund Ihres Umgangs mit meiner Situation erlebt habe.

Ich habe 1.750 € auf mein Spielerkonto eingezahlt. Innerhalb kurzer Zeit konnte ich einen Gewinn von 5.000 € erzielen. Daraufhin beantragte ich die Auszahlung meines Guthabens. Die Identitätsprüfung verlief erfolgreich.

Zu meinem Erstaunen stellte ich jedoch fest, dass eine Auszahlung ausschließlich auf Krypto-Wallets möglich war, die ich nicht besitze. Auf Nachfrage beim Support wurde mir mitgeteilt, dass es sich hierbei um einen „technischen Fehler" handele, der nicht umgehend behoben werden könne.

Infolge dieser Situation verspürte ich große Angst und fiel in alte Verhaltensmuster zurück. Ich teilte Ihrem Support-Team unverzüglich mit, dass ich hochgradig spielsüchtig bin, und bat ausdrücklich um die sofortige Sperrung meines Kontos, um weiteren Schaden zu verhindern. Diese Sperrung wurde jedoch bis heute nicht durchgeführt. Stattdessen erhielt ich eine Gutschrift von 80 €, angeblich als Entschädigung für die verzögerte Fehlerbehebung.

Dass meine Bitte um sofortige Kontosperrung nicht umgehend umgesetzt wurde, sehe ich als gravierende Pflichtverletzung an – sowohl im Hinblick auf den Spielerschutz als auch auf die Einhaltung Ihrer auf der Website beworbenen hohen Sicherheits- und Seriositätsstandards. Die Nichteinhaltung dieser Maßnahme hat mein gesundheitliches Risiko erheblich erhöht.

Ich befinde mich mittlerweile in therapeutischer Behandlung, um meine Spielsucht in den Griff zu bekommen. Dennoch möchte ich Sie eindringlich darum bitten, im Sinne einer fairen und kundenorientierten Lösung zumindest einen Teil meines Einsatzes (1.750 €) zu erstatten. Dies wäre ein Zeichen des Entgegenkommens und würde Ihrer Verantwortung als Glücksspielanbieter gerecht werden.

Ich bitte Sie um eine schriftliche Rückmeldung innerhalb von 14 Tagen, andernfalls werde ich in Erwägung ziehen, den Vorfall bei der zuständigen Glücksspielaufsicht sowie bei Verbraucher- und Spielerschutzorganisationen zu melden.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Player and Veronika,

Thank you for bringing this matter to our attention.

We have carefully reviewed the details provided in the complaint. Unfortunately, based solely on the information included in the description, we have not been able to identify the player’s account in our system.

To proceed with a full investigation and give a detailed response, we kindly ask the player to either provide an email registered to the account, in this discussion thread if possible, or to contact us directly via support@lemon.casino or media@lemon.casino, with added reference of "Casino Guru".

As soon as we receive this information, we will prioritize the review of the case and address all concerns raised.

We remain committed to handling all matters with transparency and in compliance with our Terms and Conditions as well as responsible gaming standards.

Kind Regards,

Lemon Casino Representative

Dear Lemon Casino, the requested email has been sent to you. Update: Thankfully, the account has since been deleted. Thank you for your cooperation.

Liebes lemon Casino, die geforderte Mail wurde an sie übermittelt. Update: das Konto ist mittlerweile Gott sei dank gelöscht. Vielen Dank für ihre Mitarbeit

Dear Christian,

Thank you for your email as well the update and confirmation. We are glad to hear that your account has been successfully closed as requested.

We sincerely regret the short administrative delay in processing the account closure request. This was caused by a system error which resulted in your email being misdirected to a different folder initially. Once identified, our responsible gambling procedures were implemented immediately. 

Please let us know if you have any further concerns, or kindly confirm whether you now consider this case resolved.

Kind regards,

Lemon Casino Representative

Unfortunately, I don't consider the case solved by any means. You yourself confirmed that there were two system errors:

I couldn't withdraw my balance.

My repeated and explicit requests to close my account due to my gambling addiction were initially ignored, allowing me to continue gambling.

As a result, I also lost my winnings – a loss that would not have occurred if the ban had been implemented in a timely manner.

I therefore expect a fair solution in the form of a refund of at least a portion of my lost deposits. Only then do I consider this incident to be satisfactorily resolved – otherwise, I expressly reserve the right to take legal action.

Leider betrachte ich den Fall keineswegs als gelöst. Sie haben selbst bestätigt, dass gleich zwei Systemfehler vorlagen:

Ich konnte mein Guthaben nicht auszahlen.

Meine mehrfachen und ausdrücklich gestellten Anträge auf Kontoschließung aufgrund meiner Spielsucht wurden zunächst ignoriert, wodurch ich weiter spielen konnte.

Dadurch habe ich auch meinen Gewinn verspielt – ein Verlust, der bei rechtzeitiger Umsetzung der Sperre nicht entstanden wäre.

Ich erwarte daher eine kulante Lösung in Form einer Rückerstattung zumindest eines Teils meiner verspielten Einzahlungen. Nur so sehe ich diesen Vorfall als zufriedenstellend geklärt – andernfalls behalte ich mir ausdrücklich rechtliche Schritte vor.

Dear Christian, dear Veronika,

To address all concerns raised by the player, we have thoroughly reviewed this case, including full account history, system logs, and support communication records and we hope that this will help clarify all questions. Please find our detailed findings below:

Deposits and gameplay:

The player deposited a total of €1,600, with the last deposit made on 5 August 2025 at 03:29 CET.

The final bet with own funds was placed on 5 August 2025 at 09:24 CET.

At 12:03 CET on the same day, the player contacted our support team, declaring a gambling addiction and requesting account closure. At that time, the balance was €0.22 and no further deposits or gameplay with own funds occurred after this request.

Account closure request:

The request was initially delayed in our system due to the email being misdirected into a different folder. Once identified, on 12 August, our responsible gambling procedures were implemented, and the account remained inactive until its deletion. 

Importantly, this delay did not result in any additional gambling with deposited funds.

Withdrawal limitation:

Prior to the self-exclusion request, the player experienced a temporary platform-side technical issue where only cryptocurrency withdrawals were displayed. This was communicated and later resolved. However, at the time of the addiction disclosure, the account balance was €0.22 and there were no pending withdrawal requests.

Cashback credit:

On 12 August 2025, prior to the account deactivation request being identified, a cashback of €110.41 (real cash) was credited according to our promotional policy. These funds were fully played through on the same day. No withdrawal attempt was made, and as per our Terms & Conditions, promotional cashback funds voluntarily used for play are not refundable.

Refund request:

The player requested a refund of €1,750. As all deposited funds and winnings had already been fully wagered prior to the responsible gambling disclosure, and no deposits or withdrawals took place after, there is no refundable balance under our Terms & Conditions.

Summary:

We fully acknowledge the player’s responsible gambling disclosure and regret the short administrative delay in processing the request. However, this delay had no financial impact, as no further gameplay with deposited funds took place after the addiction disclosure.

For these reasons, we must respectfully confirm that no refund can be granted.

We remain open to cooperation with Casino Guru and are willing to submit the full documentation for independent review if required.

Thank you for your understanding and support.

Kind regards,

Casino Representative

Lemon Casino

Attempts were made to withdraw my balance via chat (which was aborted several times), email, etc., but this was not possible due to an alleged technical problem. Thank you for your reply; the matter has been referred to the law firm G&L Recht. I was not aware that they do not have a valid license in Austria and that the deposits would therefore be subject to legal repayment. Therefore, on behalf of my appointed law firm, I request that you send me all deposit and withdrawal statements by email. This complaint can then be closed. Thank you.

Es wurde sehr wohl versucht sowohl im Chat (mehrmals abgebrochen), per Mail etc. versucht mein Guthaben auszuzahlen nur war dies nicht möglich da ein angeblicher technisches Problem bestand. Vielen Dank für ihre Antwort, das Anliegen wurde an die Kanzlei G&L Recht übergeben. Mir war nicht bewusst das sie in Österreich keine gültige Lizenz besitzen und daher die Einzahlungen gerichtlich zurück zu fordern sind. Ich bitte sie daher im Auftrag meiner Beauftragten Kanzlei mir sämtliche Ein und Auszahlungs Bilanzen per Mail zu übermitteln. Anschließend kann diese Beschwerde geschlossen werden. Vielen Dank

Dear Christian,

As requested, we have sent your deposit statement today to your registered email address. Please check your inbox.

Should you have any further questions, do not hesitate to contact us.

Kind regards,

Lemon Casino Representative

Dear Lemon Casino Representative,

Thank you for getting in touch with us and explaining the player's complaint in more detail.

Dear player,

Thank you for sharing all the details of your case with us. After carefully reviewing the information provided by both sides, we understand the frustration you have experienced.

Based on the documentation and explanations submitted, it has been confirmed that:

• All deposits and winnings were fully wagered before your responsible gambling disclosure.
• At the time of your self-exclusion request, your balance was already reduced to €0.22.
• No further deposits or gameplay with real funds took place after you informed the casino about your gambling problem.

We also acknowledge the unfortunate delay in the implementation of your account closure request. While we understand this situation caused you distress, the evidence shows that it did not lead to any additional financial loss of deposited funds.

For these reasons, we must respectfully reject your request for a refund. Since the deposits and winnings were fully wagered before the responsible gambling measures were initiated, the casino is not in breach of its Terms & Conditions regarding refunds.

We regret that we cannot support your claim further and will now close this complaint as rejected.

We wish you all the best in your recovery process and thank you for your cooperation throughout this case.

Best regards,

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.