Lemon Casino - ギャンブルの懸念のため、プレイヤーのアカウントは閉鎖されました。

I played at Lemon Casino and my account was closed by the casino due to suspicion of gambling addiction. Now I want to get my losses refunded.

At least a small part of it.

Ich habe bei Lemon Casino gespielt mein Konto wurde seitens Casino geschlossen weil Verdacht auf spielsucht bestehe nun möchte ich meine Verluste zurückerstattet beckommen

Zumindest einen kleinen Teil

Dear mell87,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Was your account closed for gambling addiction suspicion by the casino or did you request to be self-excluded for gambling addiction?

If you have any communication with the casino regarding your account closure, kindly forward it to me at veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I sent them a screenshot

Ich habe ihnen einen Screenshot gesendet

Thank you for your email.

As it stands, we are unable to move forward with your case because you have not explicitly informed the casino of a gambling problem or requested self-exclusion due to such a concern. Your account was instead proactively blocked by the casino as part of their responsible gaming measures.

Our role in mediating refunds is limited to cases where a player has directly informed the casino of a gambling problem and explicitly requested self-exclusion. In such cases, if the casino does not honor the request and the player consequently deposits and loses additional funds, we may then advocate for a refund. However, in your situation, since the casino initiated the account closure without any self-exclusion request from you, there is no basis for us to request a refund on your behalf.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

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